1 Copper

Re: Mouse cursor lagging and stuttering (XPS 9370)

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The driver supplied by Dell is several months out of date. If you go to Intel's website you can download the latest driver, which, as of this writing should look like this:

 

dell.PNG  

I have been running this driver for several hours and I have Panel Set Refresh to "On" and no change.. it still stutters.

 

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2 Bronze

Re: Mouse cursor lagging and stuttering (XPS 9370)

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I'm experiencing the same issue on my 9570. I have the latest BIOS (1.5), disabled panel refresh, and updated all my drivers (including to the latest Intel Graphics driver and Nvidia driver). I'm still experiencing problems. I paid $1500 for this laptop, but it's RIDDLED with driver issues. 

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2 Bronze

Re: Mouse cursor lagging and stuttering (XPS 9370)

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+1 on all counts.  New laptop, all drivers up to date, panel disabled, and still the lag.

Not to mention, oh, the sound constantly failing and the USB ports not recognizing peripherals half the time.  How is this a top-of-the-line laptop again?

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1 Copper

Re: Mouse cursor lagging and stuttering (XPS 9370)

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This screams of a power-management related issue, from all the throttling / stepping along frequencies to cram this CPU into such a thin chassis and acheive the target battery life. It's insane that it's been poorly implemented to the point where my touchpad occasionally lags behind my finger or it takes 15-20s after resuming from sleep for the keyboard hot keys to work. Granted, there are more hardware configurations of a XPS 13 vs. a MacBook or Surface, but those guys seem to have figured it out.

The poor iGPU drivers don't help either; IMO they are better off spending effort perfecting the low-power iGPU use-case that most of us use instead of trying to cater to gamers that would be rather using an AMD or NVIDIA GPU anyways.

I'll try the disabling panel-refresh, but I'll try to get the Windows ETW framework setup to log exactly what's going on. Absolutely infuriating for a 8th generation Core i7 with 16GB of RAM to stutter running Microsoft Word or Google Chrome. My Dell R400 with a Pentium 2 nearly 20 years ago could run a simple word processor without stuttering.

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1 Copper

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Same .All updated, wiped, rebuilt, every dell work around which basically just turns off Windows performance features. 

 

Sending back, unusable. Getting a Mac again.

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2 Bronze

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Dell has released an LCD Firmware update that should address this issue:

<ADMIN NOTE: Broken link has been removed from this post by Dell>

However, it bricked my screen and an engineer had to replace it.

Dell Support tell me it's because the LCD Firmware isn't compatible with my exact screen. I am still waiting to hear when they will release a version that is compatible with my exact screen, but they're getting a bit confused with my question.

If anyone tries this can they see if it fixes the issue? Or if you also have a bricked screen? 

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2 Bronze

Re: XPS 13-9370, mouse cursor lagging and stuttering

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I have good news for some of you hopefully! My solution!!!!

I had the same problem, mouse would get stuck and freeze and my keyboard would also get stuck and freeze and either skip words or make them like "thissssssss".

However this problem only occurred when programs were accessing the hard drive. For example when I tried searching for a file on my external hard drive, my mouse would freeze and my keyboard would freeze. WhenI plugged in my usb 3.0 to ethernet adapter my computer was almost unusable! Basically any peripheral usb devices that made the hard drive work, would freeze my mouse and keyboard.

Then I ran the dell diagnostic program on their support website for my computer (xps 15, 9570). During the random seek and funnel seek etc I would get the mouse lag and keyboard lag / skipped keys or extra keys. I also tried the intel graphics disable panel refresh and nothing happened. At this point was I basically **bleep**... I updated all drivers and went to bios 1.7.0... I also have windows 10 1809 October update. I also ran malewarebytes. 

 

I then called Dell tech support and they provided a solution that I was not sure would work. I went into bios setup (F2 on boot), selected performance, went to C-STATE CONTROL and unchecked it. I then restarted my computer and its working flawless now! its been about 8 hours and no problems yet, this is with restarts and stress tests. No problem yet. C-STATE apparently makes the CPU or usb ports sleep to save energy!!! Pretty dumb! So after disabling that I get no mouse lag or keyboard lag with my ethernet adapter and external hard drive! Smooth as can be so far!

 

I will keep you guys updated!

 

Thank you,

Pete

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2 Bronze

Re: Mouse cursor lagging and stuttering (XPS 9370)

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Ok so I may have nearly cured the problem guys. Please note that I run my system with an egpu! I have disabled the dgpu (1050 ti) in device manager (massive lag / stutter reduction) and I went into the bios and enable boot support for thunder bolt devices. This causes the iGPU to code 43 but my egpu works very well on its own. I also have disabled intel speed step (I think helps abit) and disabled c states (massive lag / stutter reduction). I have also updated most of the drivers. I have also disabled panel refresh(no difference since I use external monitor and egpu) thing from the intel graphics control panel. I still sometimes get a stutter here and there like when writing this message I did get a 1-2 second freeze. Maybe I need to disable hardware acceleration in chrome again.... I also went into device manager and disabled alot of the power management options regarding usb hubs. Also I disabled pcie link power and put achi to lowest power. You can add these registry keys from tenforums. 

One thing I would like to see in next bios update is a way to force the igpu to stay active even when thunderbolt boot support is enabled. for some reason when windows boots with only egpu support, I get a lowered contrast on my screen. This can get fixed by turning the external monitor off and on again. However when thunderbolt boot support is disabled, the laptop screen boots first and then my external monitor comes online and the contrast is correct and vivid. So thats a minor fix I would like to see. 

Most importantly though, we have to fix these micro system hangs / stutters / freezes. I have read a few comments from some well informed people and they believe that what is happening is that the cpu is not allocating resources to the pci bus properly. Thus what happens is that the system runs out of resources for the mouse and keyboard and then freezes until it frees up resources again for them.  

Anyways guys I will keep at it and let you know the solution. Btw I also did registry fixes and a repair upgrade / install of windows. I may do the full factory reset soon if I don't figure out the solution. I also ran chkdsk and got 1 error about volume bit map? I then fixed that to with chkdsk /scan and chkdsk /spotfix

 

Good luck everyone!

 

Pete

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2 Bronze

Re: Mouse cursor lagging and stuttering (XPS 9370)

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One more thing... I just downgrades bios from 1.7.0 to 1.5.0. I will report if lag / stutters issues are cured completely
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2 Bronze

Re: Mouse cursor lagging and stuttering (XPS 9370)

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For the record, the issue has disappeared with updates and following the posted solution. I have had no issues with it at all. Will be buying another XPS eventually when I feel the need to upgrade but for now this thing is perfect.

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