CPU drops during video/audio/gaming

Question

Hi all!Well, I have a Dell XPS 14 (L401X) and I've been having problems playing media on it for a while. Videos, being on YouTube, VLC or Media Player Classic or even music on iTunes or MusicMonkey, always find a way to stutter. With videos, the sound rarely lags, but on the audio softwares, the music sometimes stutters. However, that's not the big thing here. I recently acquired a game on Steam (Deus Ex Human Revolution) and when I played it for the first time watching the cutscenes was impossible. They ALL stuttered heavily. It was 2-3s of playback and 1-2s of nothing... Thinking it might have been a problem with the game or whatever, I downloaded something much simpler (PS 1 emulator + Final Fantasy 7) and tried playing it. To my surprise, the results were exactly the same. During the cutscenes, heavy stuttering. Willing to solve the problem, I downloaded softs like 'Process Explorer' to analyse what was going on. So I ran these together with the emulator and what I was able to find out was that the CPU and the GPU usage, while there was no cutscene, was around 25%. However, when the cutscenes began, this number started oscillating between 25% and 0%. In other words, while the CPU and GPU usage was high, the scenes were flowing, but, as soon as the numbers dropped, the cutscenes stopped also. Therefore, every cutscene was a very painful process of intermittent playback. I surfed the net nonstop for the past few days and I found a suggestion somewhere, which was to disable the Intel Speedstep tech on the BIOS. I did that yesterday and, surprisingly, it worked like a charm! Everything was fast, from windows simplest processes to gaming (even Deus Ex). BUT, I made the 'mistake' of shutting down the notebook and today, after turning it on, I couldn't play anymore because of the SAME issues. Even with the Speedstep STILL disabled.So here I am... What can I do guys? Is there a solution? Do any of you have the same problem?

DELL-Sujatha K · Answer

Hi Guilherme Afonso,

I recommend you to reset BIOS defaults. Restart the system and at Dell logo tap F2 key every two seconds to open BIOS screen. Press F9 to load defaults and F10 to save. Press ESC to exit from BIOS.

Next update Audio and video drivers from the link given below. Enter the system service tag, click submit and select the Operating system from the drop down list to get drivers for your computer.

http://dell.to/QjjZDA

Please install the drivers in the order given below:

Audio
Intel HD graphics
NVidia graphics driver

Restart the system after each driver update. Reply to this post for further assistance.

Guilherme Afons · Answer

Hi there Sujatha K!

First, thanks for fast the reply! =)

So, I did what you suggested, reset the BIOS defaults and reinstalled the drivers, but didn't seem to help much. The CPU usage drops and rises just as before when playing cinematics...

I must say that all the system is up-to-date, defragmented (Smart Defrag) and Clean from unused stuff. I usually run Ccleaner once a week also. Anti-virus (Microsoft Security Essentials) is up-to-date and nothing was found on the scan. Another thing, It's been recently formatted and there's 1/4 of free HDD space (it isn't on the limit or anything like it).

Another thing: oddly enough, while using the computer and I have a system lag (right-click on something and the menu takes some time to show or anything similar to that, for example), the monitors show that the problem is the same, that is, CPU usage drops to >1%, causing the lag.

Any other suggestions?

DELL-Sujatha K · Answer

Hi Guilherme Afonso,

I request you to run diagnostics on the hardware components. Refer to the following link for assistance: http://dell.to/OUGnqT

Please reply to this post in case of any error message. In case the tests passes, perform Clean Boot and check. Please follow the instruction given in the below link for assistance:

http://dell.to/13eB2fK

Revert with the status.

Guilherme Afons · Answer

Hello Sujatha K!Sorry for the delay, but I was having tests at college...Well, I did just as recommended by yourself. First, the PSA diagnostics: my computer passed on all of the tests performed. No problem was found whatsoever.With regards to the Clean Boot, I followed the instructions as suggested and tried to run the emulator afterwards, to the same result. The cinematics just wouldn't go on without the stuttering.So, no hardware problems AND Clean Boot didn't help.One piece of information that might help pinpointing the problem: when watching videos (on or offline), the video stucks for 2-3s sometimes but, although it's frequent (10+ times during a 2h video), the audio goes without ANY stuttering at all. The audio only stutters when the computer stutters, like a general freeze of some sort. However, today I tried watching a movie online, via streaming, using the Divx Web Player app. The result was the same as with the games: it stuttered as hell, both audio and video. Now, can the problem be related to some Windows 'built-in' codec or sth (since 'clean boot' didn't help with anything)? Or else, is it possible for me to try and enable/disable specific codecs?Thanks a bunch!

Guilherme Afons · Answer

Hello Sujatha K!

Sorry for the delay, but I was having tests at college...

Well, I did just as recommended by yourself. First, the PSA diagnostics: my computer passed on all of the tests performed. No problem was found whatsoever.

With regards to the Clean Boot, I followed the instructions as suggested and tried to run the emulator afterwards, to the same result. The cinematics just wouldn't go on without the stuttering.

So, no hardware problems AND Clean Boot didn't help.

One piece of information that might help pinpointing the problem: when watching videos (on or offline), the video stucks for 2-3s sometimes but, although it's frequent (10+ times during a 2h video), the audio goes without ANY stuttering at all. The audio only stutters when the computer stutters, like a general freeze of some sort. However, today I tried watching a movie online, via streaming, using the Divx Web Player app. The result was the same as with the games: it stuttered as hell, both audio and video. Now, can the problem be related to some Windows "built-in" codec or sth (since 'clean boot' didn't help with anything)? Or else, is it possible for me to try and enable/disable specific codecs?

Thanks a bunch!

DELL-Sujatha K · Answer

Hi Guilherme Afonso,

Thank you for the update. You may perform one last step of updating BIOS from the link given below:

http://dell.to/131Xo9s

In case the issue persists even after the BIOS update, I recommend you to check by resetting the system to the factory installed state. Please back up the data before performing this step. Click on the link below for steps on PC restore:

http://dell.to/18LZJ7j

Revert for further queries.

Guilherme Afons · Answer

Hi Sujatha K!

Well, I tried to update the BIOS, first with the A09 and secondly, the A11.

However, in both situations, the system froze a few seconds after the installation began (right after the "Start to flash..." dialog box), while the fans of the notebook started to run full speed. The installation of either updates made my system hang and nothing came up on the screen. Also, I couldn't perform ANY action on the computer (mouse, keyboard and even the power button were unresponsive). So, after both attempts, my only option was to disconnect the battery and plug it back in. Then, when I turned on the XPS, the system came back to normal (the way it used to be before the attempted updates).

What should I do now? I do think the BIOS update might be quite helpful with solving the issues I'm having, but what about these hangs? Should I try earlier updates?

PS.: My system currently has a BIOS version called "A06". I tried reinstalling this and it went really fine, no freezes at all.

DELL-Sujatha K · Answer

Hi Guilherme Afonso,

I do not suggest force flashing the BIOS.

I suggest that you shut the system down, remove the battery and disconnect the ac adapter, press and hold the power button for 20 to 30 seconds. Now connect only the ac adapter and wait for 30 seconds and turn on the system. This will drain any residual charge in the capacitors. Next reset BIOS defaults once again and then try flashing the BIOS.

Reply with the status.

Guilherme Afons · Answer

Hey Sujatha K!

Man, I'm sorry to say this but it really didn't help. I did all the procedure, took the battery off, unplugged the ac adapter, held down the power button, plugged the adapter, waited 30s, reset the defaults... However, when I started the computer and ran the BIOS update, it again absolutely froze after the same dialog box ("Start to flash...").

I must say it's all very awkward. I'm no expert but I'm also no newbie with PCs and this procedure should go along fine, since no errors were found at the PSA test. What's going on with my notebook? Why can't I upgrade the BIOS?

Anyways, you're a great man for helping out so far! Do you have any other suggestions? I'll go as far as I have to go to get my XPS back on track again.

DELL-Sujatha K · Answer

Hi Guilherme Afonso,

I appreciate for trying all the suggested trouble shooting steps. Please click on the link below to check the warranty of the system. In case the system is under warranty, send me a private message with the system service tag to assist you further. Please click on my name and click Start Conversation to send me a private message.

http://dell.to/12Bz4Il

In case the system is Out of warranty, let me know the region you belong to.

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CPU drops during video/audio/gaming

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