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XPS 8930, freezes for 3-5 seconds

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.

Replies (460)
829

All-

If you want to get down into the real nitty-gritty tech of the SupportAssist freeze issue, read this new thread with some excellent info...

Ron

  Forum Member since 2004
  I am not a Dell employee

1230

Is it me or is this forum software totally wacked! How do you sort/find the latest post?

GK

1192

@GKDesigns  - If you're logged in, left-click your avatar in upper right corner of the screen and select My Settings. On the My Settings screen click Preferences tab. Then click General, and on that screen select Sort topics by... Be sure to save the change before leaving that screen.

If you're not logged in, on any forum landing page, eg XPS Desktops, hover over the 3 vertical dots at right end of the "bread-crumb" line and select Sort by... at the bottom of the list of options.

Ron

  Forum Member since 2004
  I am not a Dell employee

1163

Thanks!  I think I've got it sorting well enough.

GK

1030

Can anyone help?

I am also experiencing a 3-5 second "freeze".  For me what "freezes" is a new window when it is trying to open (clicking on Settings, Update and Security is one example and opening EditPad Lite is another example).  Another thing that sometimes "freezes" is streaming video from Netflix or Xfinity or from a DVD.  

All of these happen very sporadically.  It might happen two or three times in a day.  It might be a week or more between occurrences.  

I've uninstalled Dell SupportAssist.  I've made the changes Ron suggested with USB root hubs and human interfaces by unchecking the option to allow the device to wake the computer and making sure USB Wake State Support is enabled in the BIOS.  I've updated to the latest BIOS and the latest chipset drivers.  

None of these has fixed the problem.

Any ideas what else I might try?  My PC is an out of the box 8930 with the i7 8700 and 64 GB memory.

Thanks,
Bill

934


@bilhen wrote:

Can anyone help?

I am also experiencing a 3-5 second "freeze".  For me what "freezes" is a new window when it is trying to open (clicking on Settings, Update and Security is one example and opening EditPad Lite is another example).  Another thing that sometimes "freezes" is streaming video from Netflix or Xfinity or from a DVD.  

All of these happen very sporadically.  It might happen two or three times in a day.  It might be a week or more between occurrences.  

I've uninstalled Dell SupportAssist.  I've made the changes Ron suggested with USB root hubs and human interfaces by unchecking the option to allow the device to wake the computer and making sure USB Wake State Support is enabled in the BIOS.  I've updated to the latest BIOS and the latest chipset drivers.  

None of these has fixed the problem.

Any ideas what else I might try?  My PC is an out of the box 8930 with the i7 8700 and 64 GB memory.

Thanks,
Bill


That actually sounds like a different issue...

And hang on... I never told you to uncheck a box "to allow the device to wake..." I said to to uncheck the box to "Allow PC to turn off...". That's a big difference!

Did you uninstall SupportAssist Remediation Service and what about Dell Update?
Go to Start>Run>services.msc
Make sure all those Dell services are disabled, if they're still on that list.

Have you looked at your active Power plan's settings and disabled these?
Hibernation
Hybrid Sleep
USB Selective Suspend
PCI Express Link State Power Management

What other unnecessary "stuff" is running in the background?

 

 

Ron

  Forum Member since 2004
  I am not a Dell employee

858

Try setting power options to never turn hard drive off

and/or

If you feel confident with doing so …. and If not using RAID in your system

Replace Intel RST driver with Microsoft's Standard SATA AHCI Controller

905

Thanks for the reply.

And hang on... I never told you to uncheck a box "to allow the device to wake..." I said to to uncheck the box to "Allow PC to turn off...". That's a big difference!

I actually misspoke here.  Both of those boxes are unchecked for all the devices with HID in their names under Human Interface Drivers and Universal Serial Bus controllers.  I don't remember if I actually unchecked any of the boxes for "allow device to wake...".  For most of the devices this is grayed out.  For the others it is not grayed out, but it is unchecked.  Do you know if I should check the ones that are not checked and are not grayed out?

Did you uninstall SupportAssist Remediation Service and what about Dell Update?

Yes

Have you looked at your active Power plan's settings and disabled these?
Hibernation
Hybrid Sleep
USB Selective Suspend
PCI Express Link State Power Management

These are all off

What other unnecessary "stuff" is running in the background?

I'm not sure what constitutes "unnecessary".  I have security software and Google Drive etc.  What would be "unnecessary"?

Thanks,
Bill

844

Thanks for the reply.

Try setting power options to never turn hard drive off

It is already off

If you feel confident with doing so …. and If not using RAID in your system

Replace Intel RST driver with Microsoft's Standard SATA AHCI Controller

I'm not sure I'm comfortable doing this.

Thanks
Bill

844

I would check the wake box for things you want to be able wake the PC, like mouse, keyboard...

Unnecessary: Any updater that runs in the background and phones home whenever it wants, eg Acrobat Reader Updater, printer managers, iTune helper and iTune (Apple) Updater, Logitech Download Assistant, etc.  You can look on the Startup tab in Task Manager to get an idea of what's running behind the scenes. Just don't disable things like Windows Update, video card control panel, or your anti-malware app.

 

Ron

  Forum Member since 2004
  I am not a Dell employee

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