austinramsay
1 Nickel

Mouse cursor lagging and stuttering (XPS 9370)

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Having an issue with my new XPS 9370. Using the touchpad (haven't tried using a mouse with it at all), the mouse cursor sometimes stutters/freezes for a second then keeps going. Happens quite a lot actually. Sometimes it actually stutters multiple times in one swipe on the touchpad but other times it works fine..any ideas on what to do? I don't see any specific touchpad options in windows settings or anything either.. Thanks

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perpetoom
2 Iron

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Potential solution (until Intel or Dell will officially solve this problem), but I need at least one more volunteer to verify that:

  1. Right click on your Windows desktop and select Intel Graphics Settings (you can also run it from tray area if you did not disabled it from running at startup)
  2. Go to Power tab (second icon at the bottom right side)
  3. Disable "Panel Self-Refresh" option and hit Apply
  4. Shutdown your device (do not just restart since problem is more likely to happen on fresh start and you want to test that it's "fixed") and turn it on back again.

NOTE: If your freezing problem will occur once again, double check that "Panel self-refresh" is still disabled (I saw in some other threads that sometimes options in the Intel graphics settings Panel tends to revert back to defaults).

DRAWBACKS: Theoretically shorter uptime when running on battery.

TESTED ON: XPS 13 9370, BIOS v1.2, i7, with non-touch FHD screen and latest (15.65.4.4944) drivers from Intel site.

SETTINGS IMAGE: https://imgur.com/1w7AHWf

 

intel-graphics-settings.jpg

139 Replies
austinramsay
1 Nickel

Re: Mouse cursor lagging and stuttering (XPS 9370)

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No ideas anyone?

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perpetoom
2 Iron

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Got the same issue. Is probably not "mouse cursor problem" but something with CPU power/frequency management - whole system freezes for 1-10s (then is OK for a few secs and freezes again, and cycle repeats; sometimes come back to normal, but not always). It mostly follows more CPU intensive operation when processor drops back to low frequency (bellow 1Ghz - I suppose it drops too low and that might cause problems).

 

NOTE #1: it is not correlated with CPU/GPU temp or current processor utilisation (it happens with 30-40C temp, less < 10% load; even when displaying only Windows desktop without any particular app running in the background).

NOTE #2: Changing Dell Power Manager thermal scenario or Windows Power Management scheme will not help.

NOTE #3: Running Intel Extreme Tuning Utility monitor and looking at chart its produces does not indicate issues with: thermal or power throttling at the moment when issue occurs

NOTE #4: No Microsoft Windows system logs provide any hint to source of problem. All available updates (Microsoft & Dell Updater) are applied.

NOTE #5: It happens both on battery an AC, with Wi-Fi on/off.

NOTE #6: Dell Diagnostics (F12 @ Boot time -> Diagnostics) with an extra Memory Test says that "All Test Passed"

 

🖳 DEVICE: XPS 13 9370 / 16GB RAM / 512 SSD / FullHD non-touch display / Killer Wi-Fi / BIOS: 1.0.2

Paul St
1 Nickel

Re: Mouse cursor lagging and stuttering (XPS 9370)

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I've got a similar issue but only when using a Bluetooth mouse. Try using a mouse (BT or wifi) and see if it changes anything.

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perpetoom
2 Iron

Re: Mouse cursor lagging and stuttering (XPS 9370)

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@austinramsayDoes this issue is still happening to your XPS? Have you found any solution? Is only cursor is lagging or whole system freezes for seconds in your case?

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Fabian Hickl
1 Nickel

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Exactly the same issue here. Any solutions found? I am unable to reproduce the freezing. After a reboot it often disappears but it happened now already 2 or 3 times and I have just received the notebook 2 days ago.
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code overflow
1 Copper

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Hi, great post!

I've the exact same problem, (have the 1TB 4k 9370) so I'm a bit disappointed with dell

I've read some other threads where the previous model had similar issues that were related to
- The Intel Video driver (I've tried that and it didn't work the problem persists)
- The SSD driver (I've not tried that yet...)
- There was no new BIOS available

I've you guys have any ideas that would be great, I am reluctant to send the unit back because when it works it works like a dream, however the interruptions are very annoying.

I hope its not a hardware problem

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Arusu
1 Nickel

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Also having same problem...
Hope it will be fix soon

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perpetoom
2 Iron

Re: Mouse cursor lagging and stuttering (XPS 9370)

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New Dell BIOS is available for download: try it to check that issue is still present.

From my research problem was caused by Intel's graphic driver. Temporary switching to default Microsoft one (crappy performance, no option to alter the brightness, higher power consumption) prevented from happening. Now I'm testing new BIOS with latest drivers from Intel's website - hope the problem is resolved.

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Fabian Hickl
1 Nickel

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Do you mean BIOS 1.2.0? In my case updating didn't help ... unfortunately. Greetings