XPS12 9Q23 Freezing Up for few seconds

Hi Marjimbo, 

Thanks for writing to us. 

Have you observed if its the system that freezes or only the display? 

Can you run an audio file and observe if the file plays when the display freezes, we will have a clear picture whether its the machine or just the display that freezes. 

If its just the display, how about on an external monitor? 

Please check in safemode as well . 

Have you tried updating video drivers ??

Simultaneously you can uninstall the windows update article that is causing the trouble and observe. 

Regards

Thank you Hema for your comments. I'll try those that I can and see if that helps.

Hi, 

We are awaiting your response.

Regards

Hi,
We are awaiting your response.

Regards

Hi Dell-Hema

Sorry it's taken me so long to answer. I've been swamped with work and not had time to do the research.

I still have my cursor hangup issue (5 to 10 seconds when it occurs) and have done/learned the following;

- I removed the Windows Update that was done about the time my trouble began - no change

- I could not try an external display as I am on the road and don't have another display

- I update my video driver (Intel HD Graphics 4000) from the Intel site - no change

- I tried running an audio clip while working. The audio continues to play during the cursor hangups.

- The hangups appear to occur while accessing the internet. Internal programs with no connection to the internet are not affected. Programs such as Office 365 seem to hang up each time there is an internet action (such as receiving email on Outlook). The hangups also occur on internet connected games but not on local games.

- I tried running in safe mode including selecting "network". None of my internet connected programs including all Office 365 programs will start in this mode.

I've done a bit more in the last few minutes and I'm not sure about the internet only comment - i might be wrong that only internet based programs are affected but it seems the issue is somehow related to internet activity.

I was able to borrow a monitor and did a hookup from the laptop. The cursor hangup occurs on both the laptop display and the external display.

I have another possibly important clue. If I keep the laptop lid open and keep the system awake, the problem does not occur. If I close and reopen the lid, the cursor hangups begin.

I have the settings set so closing the lid is supposed to do nothing and as long as plugged in, it is set to never sleep.

Hey Standback

Thanks for your input. I have not got any response from my last reports. Hopefully someone will see your input and we might get some feedback.

Marjimbo

There is a known workaround.

Please try to disable Human Interface Device ⇒ HID Standard Touch Screen

Freezes should stop, unfortunately you have to live without touchscrren until issue is solved :(

Please give feedback if that works for you.

I will try this. I have updated lots of my software and haven't experienced this for a few days. 

I was wondering where you read about this known workaround? I would like to keep up to date with the discussion on the workaround/issue fix if possible?

Thank you in advance!

Hi Paponom

I tried this and it appears to work. I have only been working with it for 30 minutes but I have not seen any cursor hangups with the touch screen off, even with closing and opening the lid.

With the touch screen on, if I close and open the laptop lid, the hangups start immediately.

This is an issue though as my family uses the XPS12 for games and touchscreen is a part of many of those games. My work around has been to not shut the lid and have the power set to "Never sleep". That seems to prevent the hang ups as well.

hi mi english is very bad, i got the solution, go to dell xps support page and change the os  selection to windows 8, there go to mouse and input devices and download the tochscreen firmware, run the .exe, and thats it.

Dell - do you have any new input on this issue?? I continue to work with the touch screen disabled.