I also have an XPS 8930 purchased on May 1 2019 that is freezing in the same way (mouse pointer and keyboard freezes for 3-5 seconds once every hour or so). There is nothing in the event log. It has done this since it was purchased. I was hoping there would be a software fix by now.
Solved! Go to Solution.
"I bought a Dell XPS 8930 and also experienced these annoying freezes lasting a few seconds and making a noise resembling the HD briefly spinning up. Looked for a remedy, and stumbled upon this forum.
I only opted for the least intrusive fix reported here - changing the startup type for Dell SupportAssist Remediation Service from Automatic (Delayed start) to Manual. I can confirm that these annoying hiccups are gone ever since. Why after at least 6 months of reporting this problem here, Dell hasn't done anything to fix it is beyond me.
* Press Windows key + R
* Type services.msc [press Enter or click OK]
* Find and open Dell SupportAssist Remediation
* Change Startup type: to Manual
* Click Apple- OK
* Restart the PC when done"
This advice seems to work without being too drastic. Thanks!
Note that you can use Ctrl-Alt-Del and drill down through Task Manager\Services to monitor and manage the culprit service, Dell SupportAssist Remediation Service.
Dell needs to remediate their Remediation Service! Customers don't want their computer locking up every hour. Dumb, Mr. Dell.
Hi, @DELL-Chris M ,
Have taken the liberty of responding (by sending a PM to yourself), since I have the same problem!
Initially, when I had this problem, I thought it was possibly due to the non-Dell Keyboard/Mouse combination (using 2.4G nano receiver) but I reverted back to the Wired Dell Keyboard/Mouse without any resolution.
Unlike the original Poster, this appears to occur very randomly - quite a few times over a couple of hours, but then doesn't repeat itself for a few days.
I've also tried to check to see if there was any common factors (i.e. ONLY occurring when I'm undertaking a specific activity or task), but I have NOT been able to establish any pattern!
Any assistance would be much appreciated!
next time ( in a week) it freezes
press keyboard keys, (real WIRED USB keyboard not wireless)
press control + alt + delete.
the infamous 3 finger salute. (hard to do ,if you have only one arm) even try 10 times, !!! to wake it up.
then that must pop up the big huge blue screen if that fails, then the PC is frozen (is it?) TRULY.
if is not frozen there, click TASK manager there.
if that works , then it is NOT 100% frozen , then look at CPU and memory loads. 99% is bad
so is memory overload and swapping to disk, (slug mode)
on my PCs only windows updates are pain, in this regard. (but later cured, with w10-64 pro (gpedits)
there are 2 common causes, of this
1: Overheating ?, is your room too hot 95F is . or more.???
2: a corrupted, or infected process running?. ( ever clean out your startup folder ?)
sleep /hybernate and omg , hibrid mode are a pain.
at MS.com read how to use Presentation mode. (otherwise you get to click vast boxes in custom power profiles)
in the run box type.
then click that and check 2 boxes.
windows 10 64bit v1903 , and is still here.,
this is just a test. omg a 1 click test.
or do this. (the hard way)
control panel + power options
then click create a power plan.,
then click high performance and give the plan a name, like nosleep1.
never , never and create.
then click the new plan. nosleep1
here are the 13 bits to flip; made just for you , even while windows will not go full screen on these CP windows.
--------------------------------save and exit--------------------------------------
now you have PC that never sleeps or slows down. if drivers are bad, this too will fail.
but the above bit fiddling, puts you in to a quasi presentation mode, and learn there is one more mode to try
KIOSK mode, (ask at ms.com, it's there, i promise) this is the anti-thesis of Energy STAR. dig?
many chips in the PC have sleep, modes, and is very complex. ( S0 to S5 modes and all that)
The device manager in the pC must not have failing drivers, as seen endless after w10 upgrades.
or reloads. fresh. w10. (or kids playing with any PC)
Be sure to have BIOS updated the safe way using only F12, hot key, and to have w10 v1903 only.
Then newest W10 allows yours,(more control) over W10 updates, for example this.
never update my PC with me logged in, unless after midnight.
and , only update at boot, never at shut down or logged in.
take control of updates first. or you will , not happy. (GPedit.msc) is the KEY here.
freezes (global , macro viewed)
1:HW freezes , hardware and for sure overheated it WILL.
2: the wireless keyboard froze, some models can (dead batteries or marginal) or can cause both mouse and keybaord to freeze, do to very tight dual integration schemes) why not use wired keyboard for day and see if the wireless is bad, a $8 test. with dirt cheap keyboard, heck barrow one?
3: OS freezes (endless possibles.) corruption or startup box full of APPS doing endless updates. turn them off.
3b: OS corrupted (and endless topic) infections endless.
4: the unstated browser stalls only?, try Firefox v67+ yet>?
5: internet stalls, (a whole other topic not related to this PC at all if...) unless using stinking wifi, use Ethernet all week see it does not fail does it... wired ethernet works best, always, $10 cable and wow fixed?
what I do is boot to USB stick , with Linux live , "try me mode" ubuntu v17+ and run that all day.
if linux is happy gee check off bad harware. ok?
or if scared of that (why) put in a spare SSD, and load w10 fresh to it, run for a day see it does run. proving again its NOT hardware unless first HDD/SSD was in fact bad and fails SMART tests.
how do deal with 1 week long stalls.? gee, try a spare SSD , with w10 loading only, do not pile 100 apps on top then scream w10 is bad, oK>
good luck on stalls, the only way to find it is to test it. do the tests, stated,
if not get a refund.
@John-Jay- I guess you'll just have to wait/see. I made those same suggestions in that other big thread about XPS 8930 freezes and that solved the freeze problem for at least one user over there.
On some models USB Wake Support is disabled by default in BIOS which is why I suggested you checked that setting. "Disabled" is a dumb default BIOS setting for USB Wake Support so maybe Dell changed that in the XPS 8930 BIOS.
There are times when Windows suddenly turns things off during an "activity period" -if only briefly- for unknown reasons. So that's why I suggested unchecking that "turn off" box for all USB root hubs and for HID too. You might also want to uncheck that box for your WiFi card in Device Manager, and set WiFi to Max performance on the Additional Options screen in the active power plan too...
Keep an eye on things for a while and post back when you have something to report about the problem -hopefully- being fixed...
Forum Member since 2004
I am not a Dell employee
Hi, @RoHe it froze up, a few moments ago, for the proverbial 3-5 seconds!
As per @savvy2 comment, I gave it the 3-finger salute & it did NOT respond immediately. However, it did respond when it "unfroze" - hence I'm getting the "impression" that it is "accepting-input", but is delaying processing it!
(NOTE:- I thought that I had previously noted that the Cursor seemed to jump when unfreezing (implying that it had "stored-the-movement") but I wasn't certain, hence hadn't mentioned it before)!