XPS

Last reply by 12-26-2019 Solved
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2 Bronze
2 Bronze
92478

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

Replies (137)
7548

I’m also getting this every now and then, using latest 1.2 bios. If I close Chrome browser it seems to clear up.

7540

I've tried everything as well and with customer support as well. They can't figure it out either. They are sending me a replacement device.

If you need any momentary relief, rather than restarting, pushing the power button to quickly put the machine to sleep and logging back in with the finger print scanner works the best.

Things I did

- Update video card

- Update wifi card

- Upadte bios and reinstalling

- Manually went into websites for each manufactured parts and installed the latest drivers

- Ran stress test

- Ran Diagnosis

- Uninstalled Dell Support Apss (some said these caused the lag)

All failed...

7536

Auch, this smells like a hardware error... could anyone with a replacement device let us know if it is resolved? Maybe it's a rev1 error :(
6951

Yes please let us know about the outcome. Are you still in the 14 day recall period or is this a warranty case?
6943

Not entirely sure, as soon as they confirmed that nothing was helping, they offered me to replace it, all they confirmed was that I was the purchaser by some serial number on the charging brick. 

They also confirmed that they are going to send it a brand new, not a refurbished. 

So if your system is stuttering with no solution, might as well, just start up a chat and just tell them, that you have tried everything including a window reinstallation, and they will offer you to replace it.

I am not sure what are the terms for the timeframe for this, but I think I did get a hold of them within a week of usage.

6937

Ok thanks. Please let us know if your new device faces the same issue. Thanks in advance.
7470

Feels more like an OS or driver issue to me. Booting from cold I do not see this problem. It's only after coming out of sleep or hibernate mode. Still disappointing fellow customers are not seeing success through the support team. I hope Dell are taking this seriously. I don't want to have to send it back because if it is a software issue, it will only continue to happen.

7423

So, I got the new system today and I am using right now. For now I am not having any issues, it might have been a bad device with bad hardware. When I got he first system, the moment I turned on the machine for the first time I started to have issues. Will keep you updated, but so far I have used the system for about 1 hour with no issues, migrated all of my files, did system (dell required) required udpates including bios, and so far so good. Will play with it a few more days and will let you know. At his point I don't plan to go out my way and find the latest drivers for different parts, will stick to what dell app recommends. 

6857

Weirdly I’m not having any issues lately even though I haven’t updated or done anything thing differently.
2 Bronze
2 Bronze
12690

Same issue down the Equator (live in Brazil). Started just as I finished setting it up. At first seemed like a Google Chrome issue but it is not.

Shame that such a powerful machine (i7, 16GB, Windows 10PRO BR) is facing this.

Any news?

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