This post is more than 5 years old
5 Posts
2
107417
XPS 13-9370, mouse cursor lagging and stuttering
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
Helax
2 Posts
1
June 18th, 2018 12:00
I got the same problem, recived my computer today and I am very dissapointed...
Tried to update to the 24.xxx driver through device manager windows tells me I'm already running the latest driver which it not is..
Problem is occuring less when the charge is not pluged in i.e. when the cpu frequency is low.
CalmDownMonkey
22 Posts
0
June 20th, 2018 08:00
Has anyone found a lasting solution to this yet?
So far, Dell keep telling me to do weird things like installing mouse drivers and disabling sleep (?).
It only happens from time to time, and flipping the lid closed and open again seems to solve it temporarily.
I hope we're all talking about the same issue btw... the one I'm referring to is this one:
https://www.youtube.com/watch?v=6MsXgOe5Z4Q
perpetoom
81 Posts
0
June 20th, 2018 09:00
Yes, same thing here.
Matt-UK
13 Posts
0
June 21st, 2018 04:00
Nice to see this post.
I've had this XPS since launch and I hate it, it is the worst laptop I have ever used.
I'm sick of the mouse doing whatever it wants, the system locking up for no reason What should be a massively performing device works slowly than a Gen 6 i5.
Get your act together Dell, this XPS is a pile of **bleep**
DLTravis
5 Posts
1
June 21st, 2018 04:00
I've had this. Unchecking the panel self-refresh fixes it for me. Not had a cursor issue for months.
Aks318
1 Message
0
June 21st, 2018 15:00
Hey, how do you access the panel refresh settings?
DLTravis
5 Posts
0
June 21st, 2018 22:00
See post on page 5 of this thread
Potential solution (until Intel or Dell will officially solve this problem), but I need at least one more volunteer to verify that:
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
XPSPRA
3 Posts
0
June 26th, 2018 21:00
Got my New XPS 9370 16GB/4K/Touch/ Win PRO. Suffering from the freezing and mouse stutter. The cursor vanishes, touch screen becomes unresponsive. The only option is to shut down and restart. I've also noticed this always happening when coming out of sleep mode (closing the lid) and it doesn't clear up until a full reboot is performed. ... PLEASE SOMEONE HELP !
XPSPRA
3 Posts
0
June 26th, 2018 21:00
Got my new XPS 13 9370 16gb/4K/Touch... the cursor just vanishes, the touch screen become non-responisve. Every time I close it or goes to sleep mode this happens. Closing the lid and reopening does not help. If I disable the Touch Screen, this problem is not there. Am really troubled. Please help with the solution. Thanks
dracothraxus
1 Message
0
June 29th, 2018 04:00
Can confirm on my XPS 9370 as well disabling panel refresh seems to fix this freezing issue.
Note new updates can turn it back on (at which point freezing / stuttering behaviour instantly returns): so need to check it after each update.
Of course, this is not an acceptable level of performance for a top of the line new laptop but at least we have a temporary fix thanks to the community: it would be great if Dell could release a fix that works (last update did not work).
oneframe
3 Posts
0
July 2nd, 2018 22:00
How do you guys even install the latest Intel graphics driver as my XPS 13 9370 is telling me that Windows has determined I have the latest driver which is currently at 23.20.xx.xxxx and I'm trying to install the latest 24.20.xx.xxxx.
swisshoya
1 Message
0
July 3rd, 2018 05:00
I had the same problem. Dell Support advised me to reinstall Windows 10, which solved the problem. My guess is some driver bug in the out-of-the-box installation.
oneframe
3 Posts
0
July 4th, 2018 21:00
I reinstalled Windows 10 and still unable to update the Intel graphics driver. The message stated:
"The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer.
Setup will exit."
Also when I try to manually update the driver via the device manager and point it to the extracted file, it then tells me I have the best drivers for my device even if I know the driver is very much outdated at 23.20.xxx.xxxx versus the driver 24.20.xxx.xxxx I was trying to install.
perpetoom
81 Posts
1
July 5th, 2018 03:00
1. Go to Intels site
2. Find newest drivers (At the moment 24.20.100.6136)
2. Select appropriate package: *.exe (one click install) or *.zip (if you wish to point to extracted drivers dir manually later on) and download it.
3. Uninstall current drivers (from Add/remove software window or directly from selected device in Device Manager)
4. Install the new drivers
oneframe
3 Posts
0
July 5th, 2018 12:00
Thank you! I will try again tonight when I get home.