G5 Trackpad/Audio Issues

Question

Hi,

I recently bought a Dell G5 5590 i7-9750H (with a 6GB GeForce RTX 2060 graphics card and an SSD) from Dell Outlet, and have had a number of minor but annoying issues when using it. I'm posting the key issues together here in case they're related at all.

- When I'm playing audio, at random times (not necessarily with heavy strain on the CPU) the audio glitches/stutters for about half a second, then carries on playing the song. I've run LatencyMon twice after reading about it on forums, and both times it said "Your system seems to be having difficulty handling real-time audio and other tasks. You may experience drop outs, clicks or pops due to buffer underruns. One or more DPC routines that belong to a driver running in your system appear to be executing for too long. One problem may be related to power management, disable CPU throttling settings in Control Panel and BIOS setup. Check for BIOS updates." The first link below shows screenshots from when I ran it with other audio programs in action, and the second from when I ran it without the audio programs running.

https://1drv.ms/b/s!Ag9ZcikKHg21g0pDI4z2zXn_DznC?e=WmTudU

https://1drv.ms/b/s!Ag9ZcikKHg21g0uMb2FC-4PaXP7K?e=2hhMYK

- Sometimes when I'm using the trackpad, particularly after first turning the laptop on or after I've not used the trackpad for a while, it doesn't respond for several seconds, then the cursor moves around the screen as normal. I've also noticed this in the middle of using the laptop when I've been using the mouse fine, and I try to use the touchpad and again it does nothing for a few seconds, while the mouse continues to work fine.

- Occasionally, I think mainly when I switch between different programs I have open, part of the screen goes black for half a second, as if the display is struggling to keep up with what's happening.

I have done a lot already to try and resolve these issues, including installing all the latest drivers and BIOS, and running all the SupportAssist scans. With all the issues above, I haven't been running anything particularly demanding like games - usually just a few Chrome tabs and Word documents open.

Any help anyone can give would be greatly appreciated!

Many thanks,

Ashley

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.

AshleyJT · Answer

One other audio issue I forgot to mention - when plugged into external speakers, the speakers make a popping noise after a very short time of not being used, and another noise when I use audio again.  I can fix this with a registry hack to stop the Realtek program from initiating power management in some way, but each time I restart, the registry hack is reset, presumably by the Realtek program.  Annoyingly, there is no setting in the Realtek console to turn off its power management.

AshleyJT · Answer

Having done some private messaging with Support, I've just received this message:

"Unfortunately, this is out of our scope of support. We have exhausted all troubleshooting steps to resolve this per your system's warranty. Your system has been entitled only for a basic hardware warranty. I’ll recommend you getting in touch with our advanced software support team for paid assistance."

I have a new laptop with basic features that aren't working fully as they should be, and I am unable to get further with Support without paying for help, which seems wrong.

Does anyone else have any suggestions? Many thanks in advance.

Smarzyk · Answer

Hello,

I have Dell Inspiron G5 5590 i7-9750H/32GB/480+1TB/Win10 GTX1660Ti which bought it 26.02.2020. Unfortunately starting from begining I have the same problems as you described I thought that maybe after few weeks and new drivers, all problems will be fixed but unfortunately i was wrong.

The touchpad is blocking for few seconds randomly and problems with audio also exist - mainly when i'm working on battery.

Did you find maybe some solution?

Kotlin · Answer

I have exactly the same problems with my G5 5590 since I bought it. I even send it back for warranty, but they said everything is fine.

lionsroar · Answer

Unfortunately I have tried to no avail as well to get the DPC under control on this laptop (more specifically the AMD versions, but both systems have horrid DPC latency making any sort of real time audio production impossible if you look at the reveiws on say, notebookcheck dot com). In the Past I have ALWAYS found this to be the culprit of a wireless device driver.

I have tried half a dozen driver packages for Audio, For wifi * (using both direct from dell, and from intel/killer). Chipset driver versions. Bios Versions. etc

The mouse thing is also present on the g5 se : it cannot wake the device up from "sleep" which is just an idle state, dell has disabled most standard sleep states in EFI for this device for some unknown reason. When the machine hits what I want to call a zombie state (about 2 minutes of idle) its as if it cuts off the trackpad polling.

Setting the machine to high performance power profile in windows (or adjusting the power saving features of USB and PCI devices) seems to have helped me solve this partially.

I found that the wifi driver specifically from dell (for the Killer 1650 - An Intel AX200 Chip) was causing a lot of the issues with high DPC. Getting the official driver from intel, installing it on the system, and then manually selecting the driver you just installed via Hardwaremanager seemed to about Halve the DPC peaks.

It makes it usable, and it can at least stream youtube without audio stutter while not doing anything else, but any cpu load above about 40% is going to start impacting it (again with my testing)

I would love to troubleshoot and link you some images, However I am Wiping my g5 SE to send to dells service center because my CPU is hitting 147C on games without a thermal shutdown ( I have a thread about it) Dell for some reason does not want to help people out in the open on their forum anymore, but is happy to have a rep hide behind the private messages and "help" you there.

Its by no means a fix, but it takes your rating from red, to the cusp of green/yellow.

PayBDJ · Answer

I have the same problem with DELL G5 and Rekordbox

Conclusion: Your system seems to be having difficulty handling real-time audio and other tasks. You may experience drop outs, clicks or pops due to buffer underruns. One or more DPC routines that belong to a driver running in your system appear to be executing for too long. One problem may be related to power management, disable CPU throttling settings in Control Panel and BIOS setup. Check for BIOS updates.

The problem I am trying to solve in parallel, both with the PioneerDJ and with DELL. I don't currently have a resolution definition. See you in the next few days and just in case I update your post. I have full paid assistance. Let's see what they say.

Inspiron

G5 Trackpad/Audio Issues

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