XPS

Last reply by 02-01-2022 Unsolved
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2 Bronze
2 Bronze

XPS 15 9500 Screen Freezing

I've had the laptop for about 9 months now, and no matter what I do, the display keeps freezing. Freezes at random for anywhere from a split second to minutes. Audio still works fine, and it seems like I can control the cursor and make inputs with the mouse and keyboard while the display is frozen.

Support hasn't been of any help either. They're trying to charge me 100 dollars for software support now, after a motherboard replacement and windows reinstallation from their repair center main-in program. This thing costed me quite a bit of money, and I use it for school. It's very frustrating that an almost 2 thousand dollar laptop has such poor support and can't work. Does anyone have any tips???

I've updated everything, tried the "disabled panel self refresh" trick, and even the tip about disabling startup services. Also have done about 5 clean reinstallations of windows. None of which have worked. Please let me know what you guys have to suggest. 

Replies (12)
2 Bronze
2 Bronze

Heya, I picked up an XPS 9500 in June 2021 for my new job, and straight out of the box it's been freezing randomly a few times a day.

From what I've researched so far - there's an old Intel Graphics driver that reportedly fixes this issue but which only works with Windows versions;

Microsoft Windows* 10-64 (RS3)
Microsoft Windows* 10-64 (RS4)
Microsoft Windows* 10-64 (RS5)
Microsoft Windows* 10-64 (19H1)
Microsoft Windows* 10-64 (19H2)

Recent Windows Updates will have you at 21H1 (type Winver in the start menu to check your version), and attempting to install the old Intel driver that apparently fixes this issue fails either through the Intel installer or via Windows Device Manager. The extracting step to manually install the driver also fails due to OS incompatibility.

My expectation would be for Intel and Dell to create a new driver to address this issue for the current version of Windows. I'm still working through an open support case, will see how things progress.

2 Bronze
2 Bronze

After close to 2 months of being on chat with dell support in private messages, they have tried probably every available troubleshooting technique, and even replaced the LCD, motherboard, and trackpad. within the past 3 hours collectively, it has frozen 8 times. I updated drivers from intel's website, still nothing. I was told it's too late for a refund or replacement, even though this is Dell's fault. 

I have exactly the same issue. ITs a manufacturing issue and we need our money back. They make us regretting to get dell laptops which is apparently the last time for all of us. Lets shift to mac!

2 Bronze
2 Bronze

Commenting because I have been experiencing the same issue. Dell was very responsive at first and then they also tried to sell me the $100 software support. I declined and asked for additional help to fix the issue and now I think they ghosted me. Irritated with the whole situation as I also purchased for school.

Hopefully someone responds with some sort of solution.

2 Bronze
2 Bronze

With spending this much on a laptop, plus the extra $$ for the thunderbolt dock, just to be having this problem for almost a year without a way of solving it leaves a very poor taste in my mouth.

It is safe to say that when I have to shell out over $2k again for a laptop that it will NOT be a dell.

2 Bronze
2 Bronze

Still no solution? No answer from Dell? I have tried everything, nothing works. Random freezes all the time. Downgrading drivers, updating from dell, from Intel. Installing fresh windows. Still freezes.

2 Bronze
2 Bronze

I have the same issue. Tried the Intel Command Center settings to disable Panel Refresh and Power Saving. Nothing seems to work so far. Cannot install the old Intel drivers on the current OS, so that is not an option either. Very frustrating and disappointed with Dell. 

2 Bronze
2 Bronze

Same issue here - was in contact with their support for probably 6 months, they replaced the screen, motherboard and RAM, and finally got it working using some old driver on Windows 10 (I think, they remoted into my laptop to do it), but upgrading to Windows 11 brought the issue back. They also refused to replace or refund for me too.

Community Manager
Community Manager

* Dell policy states that refunds are only allowed inside the first 30 days from the Dell invoice date
* For testing, the provided external power adapter must be connected to the XPS 15 9500
* Disconnect all external drives from the XPS 15 9500
* All should be on the latest BIOS 1.12.0
* All should be on the latest Dell Power Manager Service 3.10.0
* All should be testing the latest Intel UHD 630 30.0.100.9955. If no go, unistall that driver and test the older drivers. Some users are reporting success using the older drivers =

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