XPS 15 9500 Cursor Freeze

As a follow up, it also seems to freeze any other actions too. if the cursor is frozen and i open a new tab in chrome, the new tab (or tabs) won't appear until the cursor starts to move again

Did you end up resolving this issue? If so, would you mind letting me know your installed Intel graphics driver version (check device manager) and the version of Windows you've currently installed (run the app Winver found in your start menu).

Appreciate if you can post, cause I'm trying to fix the same freeze issue on my new 9500.

No, I never got the issue fixed, even after working with tech support. I am exchanging the computer for a new model.

Update = After completing troubleshooting, a DELL-Cares agent setup service.

I've been testing Intel GPU driver; Intel-UHD-Graphics-driver_FT8NN_WIN_27.20.100.9168_A03.EXE

The freezing seems to have improved since installing and restarting on this driver, but can't confirm if it's actually fixed. Might be worth testing, or let me know if you've personally tried this one.

Same problem of mouse cursor (USB mouse and trackpad) freezing several seconds and sometimes completely screen hangs and only pressing power button helps to exit. I going crazy and begans to search over several forums and myself to fix this bad issue. This cost me several months and try reinstall system, disable self refresh panel on intel driver, using another SSD, try different intel UHD and Nvidia drivers (Dell drivers have same issue) etc. nothing helps! Working with this Laptop was impossible, sometimes it freezes more times a day. Check of Hardware was always OK (Dell Tool and over BIOS), it not found any issue.

With lot try and error I found a setting with this the problem was totally gone   The problem is triggered by power management of intel GPU and CPU when it saves energy. First disable C-States of CPU in BIOS. After restart on admin console in Windows 10 enter following lines (for disabling intel GPU energy saving and setting it to high performance for AC and DC power):

powercfg /setacvalueindex 381b4222-f694-41f0-9685-ff5bb260df2e 44f3beca-a7c0-460e-9df2-bb8b99e0cba6 3619c3f2-afb2-4afc-b0e9-e7fef372de36 2                     

powercfg /setdcvalueindex 381b4222-f694-41f0-9685-ff5bb260df2e 44f3beca-a7c0-460e-9df2-bb8b99e0cba6 3619c3f2-afb2-4afc-b0e9-e7fef372de36 2        

Unfortunatelly Intel driver and Windows doesnt propose over user interface to change the performance power settings of intel GPU. 

Restart!             

I didnt notice any loss of battery running time. Enjoy!

I hope in future Dell/Intel fix this issue and propose more power settings to user. 

Sincerly 

You're a legend for posting, thanks so much. I'll cross check these steps with Dell techs when we catch up tomorrow. Keen to hear any more steps anyone has related to this problem.

At this stage we've (me and Dell Support) have tried both old and new drivers, and again, the driver that reportedly fixed this issue over a year ago is no longer supported in current Windows operating systems, in my case Windows version 21H1.

Outdated drivers is one of the possible reasons why you're experiencing this issue. We suggest running the hardware troubleshooter to isolate the root cause of the issue and provide the appropriate fix for it. Kindly follow the steps below:

1. Open Settings.
2. Choose Update & security, then click Troubleshoot.
3. Under Find and fix other problems, click Hardware and Devices.
4. Click Run the troubleshooter tab and follow the on-screen instructions.

The first normal step, I and people take is update drivers and system, make clean install. The latest Intel and Nvidia drivers too on a fresh reinstalled system doesn't fix this issue. It would be nice if it was so simple instead of lost so much time I have. Thank you, but computers and software are often not so simple to fix. The root cause of issue is bug in driver, that is clear!

It even happens to me also and to fix it i need to restart my laptop which takes a lot of time

Hi Daniel, 

this problem drove me crazy since about 8 months ago when it started with a major Windows/Driver update. Have tried your solution for one day now and had zero mouse/input/screen freezes so far. Seems that you have pinned it down. 

Your solution makes sense to me as there were no such freezes when I was running applications that constantly demanded CPU and the nvidia GPU (like games) which retained the CPU/GPU from entering low power states etc.

Thank you very much for sharing this! 

My issue was the bluetooth mouse was freezing intermittently every few seconds even when in use.

My solution was as follows:

Download and install the latest Intel® Wireless Bluetooth® for Windows® 10 and Windows 11:

https://www.intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-for-windows-10-and-windows-11.html?

Once installed, my issue resolved immediately.  Give it a go!

thank you for this great detective work, I will try today and report back with my result.

Question:  you say set to High Performance but the Power Scheme you specify, 381b4222-f694-41f0-9685-ff5bb260df2e, is the "Balanced" setting, the "High Performance" scheme would be 8c5e7fda-e8bf-4a96-9a85-a6e23a8c635c. Did you intend to recommend setting to the 'balanced' scheme'?

I solved this on my XPS17  laptop by going to the device manager.

Find the Intel Wireless Bluetooth Properties (It will be the only device that has a "power management" tab.

Uncheck the "Allow the computer to turn off this device to save power"

Click OK and the change should be immediate.