XPS 9300 video issues with Zoom/Skype-type calls

I'm also experiencing these problems! Did you figure out a solution?

Same issue here! Happens exclusively when I have Zoom open and someone is sharing their screen. It is an atrocious bug that has ruined multiple external calls with clients. The fact that Dell hasn't addressed this yet is ridiculous for a company that prides itself on the XPS line.

My organization purchased 18 of these a few months ago to prepare for working remotely and a considerable amount of our staff and myself have had this issue repeatedly when using Zoom. We updated the graphics drivers with the most recent one that was released and the issue still persists. The screen will change to static, but the Zoom call/meeting will still be occurring as normal with the web cam and mic still recording. We found that closing and reopening the lid fixes it temporarily. Below are also things I noticed when it started happening:

• When the meeting lasts > 30-40 min or if there are consecutive meetings held in a row that exceed that time combined
• Smallest number of attendees in one meeting that this has occurred has been 8 people in which my screen displayed static.
• Happens when someone else is sharing their screen on Full Screen

Same issue on my XPS 13, any news on a fix/workaround?

Any update on this front? A way to fix this issue?

Hi,

Thank you for writing to us. I truly apologize for the delay in responding to you. Due to the current situation, we’re facing an overwhelming spike in the volume of customers reaching out to us.

I have a couple of questions to understand the issue better. Please share your inputs to proceed further.

1. How long have you been facing the issue?

2. Have you made any recent hardware/software changes to the system?

3. Did you notice any Windows update that took place recently?

Regards, 

Madhushree M 

Hi @DELL-Cares 

Please see my answers below:

1) I have been experiencing this issue since I received my laptop a few weeks ago. I ordered the laptop brand new from Dell's website.

2) I have spoken with Tech support multiple times to get this resolved but the problem still exists.

3) Updating Windows 10 Pro has not fixed the problem.

At this point I am strongly consider returning and getting a refund as this issue is causing significant issues.

I also had this problem with my new 9300.

A zoom meeting with one other attendee with screen sharing was fine but I had that pixeled screen that froze when a good number of participants (7 or more) were in the meeting. It happened twice and I had to quick change to my old computer. Updating bios and drivers did not fix the problem.

I tried it once without hooking up to my 2nd monitor through the docking station and I was okay.

I did order a new docking station - WD19TB and set it up and have so far had 2 meetings without a problem.

This started as soon as I installed zoom on this device.

All I've done is update Windows and Drivers via Dell Update.

No other installations have been done. We don't get kicked out of the zoom, so it seems to be a display driver / graphics (Intel) issue.

Please provide any workarounds until a full solution has been made. 

Has there been any more guidance here? I just bought a brand new XPS for business school and it's been having this issue on virtually every single zoom session I've been on. Can't be happening!!!

We are also having this issue with 2 XP’s 13 9300 laptops we just purchased. Is there a resolution?

I am Having also the same issue, is there any solution to this?

It may not be a permanent solution but it is a current workaround that I have done that has not made my device bug out in this same way during zoom calls. I realized that my device would shut off while I was actively watching videos. I figured this must be happening during zoom calls where I am actively talking but not interacting with my device (typing/using trackpad) and my device would go to sleep/hibernate. Even changing the basic power settings in control panel didn't fix it so I changed the advanced settings. 

The solution I am currently using is: 
Control Panel > Hardware and Sound > Power Options > Change Plan Settings > Change Advanced Power Settings > For Sleep on this page, change the "Sleep after" and "Hibernate after" options to Never for both Plugged in and On Battery (Set it to 0 minutes) > For display, change the "Turn off display after" to Never as well for both Plugged in and On Battery > Apply 

This has currently been working on me for zoom calls ranging from 20 min - Multiple hours, with screen sharing and with 40+ members. Hopefully there is a better more permanent workaround later with a driver update but currently this is working and fingers crossed remains working. Hope it works! Good luck!

We bought 2 XPS 9300 s last month. 1 with Touch Screen, 1 with Non Touch Screen.  The Touch Screen suffers from this video-issue.  The Non Touch screen does not (no examples to date at least).