19 Posts
6
10157
January 21st, 2021 21:00
XPS 9310 (including 2-in-1): Bluetooth mouse issues with summary
I am having trouble keeping the connection to my Bluetooth pointing device (Logitech MX Ergo) alive and functional. The pointer will function as normal as long as it keeps moving. If the pointer goes idle (doesn't move) for a period greater than a second, there is some probability that when I start to move the pointer again it will be frozen for a period greater than a fraction of a second, as much as several seconds. This same behavior has been seen elsewhere:
https://www.dell.com/community/XPS/XPS-13-9310-2-in-1-huge-standby-problem/m-p/7766195#M75280
https://www.reddit.com/r/Dell/comments/jldtnf/new_xps_13_9310_bluetooth_mouse_lags_and_stutters/
https://www.reddit.com/r/Dell/comments/fre28z/brand_new_xps_13_2in1_bluetooth_mouse/
To make sure all of my firmware/software was in line I performed the following:
- Ran Dell Update to make sure I have the latest drivers, BIOS, etc. Everything is current:
- BIOS version 2.1.0
- Bluetooth version 22.10.0.2
- Tried using the Intel (Manufacturer) versions of the drivers
- Bluetooth version 22.20.0.3
- Tried using the Killer (Rebrand) versions of the drivers
- Bluetooth version 21.70.0.3
- Reinstalled Windows
- Didn't use Dell's driver sets, instead downloaded drivers directly from vendor websites (Killer, Intel, etc.)
In an effort to isolate the portion of the system that is failing, I tried the following A-B comparisons:
- Connected the Logitech MX Ergo to the XPS 9310 via Unifying Receiver, no issues.
- Connected the Logitech MX Ergo to other computers via Bluetooth (Precision 5540 and XPS 9650), no issues
- Connected another Bluetooth pointing device to the XPS 9310 (Logitech ERGO M575), same issues
- Disabled internal Bluetooth and used an external USB Bluetooth adapter
None of the above pointed to anything other than on-board bluetooth/OS combination. It seems to have ruled out the pointing device and Logitech drivers, which are the only other things I can see causing problems.
In an effort to collate all potential solutions, here are links to things I’ve tried without effect:
- Turning off the option "Allow the computer to turn off this device to save power." At various levels in the Device Manager chain of devices:
https://www.reddit.com/r/Dell/comments/gpz97m/dell_xps_13_2in1_windows_10_bluetooth_mouse_lag/
https://www.reddit.com/r/DellXPS/comments/hu0899/xps_7390_2in1_solved_bluetooth_mouse_lag_issue/
- Toggling the option "Scroll Inactive Windows"
https://www.reddit.com/r/Dell/comments/jldtnf/new_xps_13_9310_bluetooth_mouse_lags_and_stutters/
- Rolling back to a fairly old version of Windows (1904)
- Install or remove Logitech Options
So, I think I've covered due process. It's clearly not an isolated issue. It's clearly a problem with the XPS 9310. As of this moment, I'm quite confident that a solution is not known. It's also not a trivial problem. I challenge anyone to deal with this through a work day and not be totally frustrated. It may seem like a minor thing, but it's like getting repeatedly shocked with static over and over all day. Not a big deal if there's one shock, but the whole day's worth accumulates and wears you down.
Nickolas_Fury
3 Posts
1
April 8th, 2021 11:00
... to update my own post:
Hello everyone,
It seems dell fixed the problems with an BIOS update today. Only testing for an hour now but it works like a charm, so far. I am using the same hardware as mentioned in the post before, and even more complex Jabra Elite 85t on top. No problems with lagging keys or mouse movements. Also, everything in sync via Bluetooth regarding Jabra headphones.
BIOS version: 2.2.1
Aww man/women, what a pleasure to write this post with a working keyboard and directly reacting mouse. ^^
Best,
Dom
BKN97
1 Rookie
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5 Posts
1
January 27th, 2021 15:00
Thanks for writing this. It's a great summary of what people have found so far. I too am having the exact same issue with my two Bluetooth mice (MX Master 3 and M535). My 9310 has had power issues from day one.
In addition to the Bluetooth lag, my touchpad stops working sometimes and may or may not wake up from its stupor if I wildly pass my fingers back and forth across its surface. Only a reboot totally solves the issue. It most often happens when the USB-C power cable is connected or disconnected and the laptop is left idle for a while. Happens in Ubuntu Linux as well.
Second, the fingerprint reader and camera stop working if the laptop is put to sleep for a while. I immediately notice this if I try to use my fingerprint or face to log back on using Windows Hello and it fails. I can get past the lock screen with my pin. If I then try to use the camera in any application, it will report that no camera is found. Same with the fingerprint sensor if I try to register another finger in the control panel. When I first got the laptop, it would bluescreen after a while in sleep mode, but that has not happened since the 1.1.4 BIOS upgrade. When I investigated the bluescreen minidump, it hinted at an issue with the fingerprint sensor. Before the 1.1.4 BIOS update, disabling the power management for the Goodix fingerprint device in the device manager fixed the bluescreen issue.
Third, one morning, I came back to my sleeping laptop after I closed the lid for the night and it was so hot that I couldn't touch the bottom of the laptop for more than a second before burning my fingers. This is not an exaggeration. The screen was black and the charging light repeated four, short, amber blinks followed by one, long, white blink. The fans were barely spinning. I had to hold the power button down for 10 seconds before it shut off. It wouldn't start back up right away so I let it cool down for an hour. It started up normally as if nothing happened. This has not happened since and I have no idea what caused it. I am afraid to let it sleep when I'm not around so I just put it in hibernation or shutdown Windows.
Last night, I tried installing Win 10 1909, as suggested by other people. I am happy to say that there is a night and day difference with the Bluetooth lag. I had to disable the power management in the "Intel Wireless Bluetooth" device in the device manager (not available in 20H2). I could immediately notice that the mice were more responsive. The mouse cursor never "skips" anymore, even when left idle for several seconds. Overnight, I tried putting the laptop to sleep and this morning it was bone cold (a good thing). When I opened the lid, the camera and fingerprint sensor were still working too. Amazing.
I will be monitoring the situation with 1909 and report my findings if people are interested. Sorry for the long post.
XPS 13 9310, i7 1185G7, 16GB RAM, Micron 512GB NVMe, UHD+, BIOS 1.2.5
picklecolor2
19 Posts
0
January 27th, 2021 20:00
I've dealt with a number of your other issues as well. I'm working on getting past the most frequent. Dell has offered to let me ship my laptop and mouse to them to see if they're able to do anything about it. Most of my other issues I've dealt with by not letting the machine go to sleep. I'm a little worried that they're just trying to push me past the 30 day return period as I haven't got return shipping info yet.
sapeur3873
9 Posts
1
January 28th, 2021 01:00
i have the same trouble of bluetooth lag.
i have a M3600 mouse from microsoft.
i have a pro support.
dell propose to me to exchange the killer card.
do you think this could solve the problem?
BKN97
1 Rookie
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5 Posts
0
January 28th, 2021 14:00
That's a step in the right direction if they are willing to take in your laptop and mouse. Kind of odd that they wouldn't have hardware they could utilize themselves, but maybe people are working from home these days. Hopefully they will find out the issue if they can see it with their own eyes. Like you said, it's clearly not an isolated issue and other message threads about it have over 100 replies and thousands of views.
Not sure why it didn't work for you, but I'm still going strong with this 1909 downgrade. Camera, Bluetooth and fingerprint sensor still working fine, even after sleep (modern standby).
The touchpad still decides not to work after some hours of use, but I'm not too concerned about it now that the Bluetooth mice don't stutter. I think this touchpad thing is more of an isolated issue for me. Perhaps a short in the motherboard or something. I've opened up the case and reseated some of the ribbon cables, but the problem persists. I tried taking the touchpad out in case I could find a replacement, but one of the screws was stripped! Someone in the factory was a little heavy handed it seems.
BKN97
1 Rookie
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5 Posts
0
January 28th, 2021 15:00
This seems to work for me as well:
https://www.dell.com/community/XPS/XPS-9310-Bluetooth-lag-with-Logitech-MX-Keys-MX-Master-3/m-p/7795277/highlight/true#M77883
Strangely enough, this registry hack gets rid of the Power Management tab of the Intel Wireless Bluetooth device in 1909 (I am still on 1909). I hope more people can confirm it works in 2004 or 20H2.
CrankyYankee89
2 Posts
2
March 3rd, 2021 14:00
I have had the exact same issue. The only solution I have found is to do the following:
Disable the following in the BIOS:
-Power: Intel Speed Shift Technology
-Performance: Enable C-state Control
-Performance: Intel SpeedStep Technology.
I found that performing those actions corrects this problem. Unfortunately, a byproduct is significantly diminished battery life and constantly higher clock speeds creating more heat.
The solution I have presented is only a good stopgap. This problem needs to be addressed by Dell for a proper solution. Unfortunately, I doubt that they are working on it.
Compu-Go
8 Posts
0
March 11th, 2021 02:00
Just had a Bluetooth update:
Looks like it's the one, no lag yet on my BT mouse!
Nickolas_Fury
3 Posts
0
March 16th, 2021 02:00
I have this one (Bluetooth - 22.30.0.4) in place and it doesn't change anything for me. Using a Logitech Ergo K860 and a MX Master 3 I still experience stutter in the form of cursor jumps on the screen and late accepted keyboard klicks.
As I dug further and further it seems that this problem occurs quiet often, also with other laptops and hardware combination, so it seems to be a general implementation problem.
Tesla1856
8 Wizard
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17.1K Posts
1
March 16th, 2021 09:00
1. As I dug further and further it seems that this problem occurs quiet often, also with other laptops and hardware combination, so it seems to be a general implementation problem.
2. I have this one (Bluetooth - 22.30.0.4) in place and it doesn't change anything for me. Using a Logitech Ergo K860 and a MX Master 3 I still experience stutter in the form of cursor jumps on the screen and late accepted keyboard klicks.
=============================
1. Agreed. Many different computers, even Intel-based Apples.
2. I think maybe 2.4ghz WiFi is interfering with 2.4ghz Bluetooth. Not sure if it's even possible, but if it is, try disabling on the WiFi radio.
A work-around easier to live-with might be to connect WiFi to a 5ghz Access-Point (router). That might leave 2.4ghz radio-spectrum for Bluetooth.
picklecolor2
19 Posts
1
March 16th, 2021 13:00
Thought I'd jump back in. After nearly a month of trying to get support from Dell, I basically expanded my complaint to theirs sales and social media groups. I managed to get a return/refund, but they didn't do a "capture" of my hardware, and thus won't be using it to troubleshoot the issue.
Nickolas_Fury
3 Posts
2
April 9th, 2021 03:00
… update 3:
So, been too happy too early.
Don't get me wrong. It is really better in total, especially the usage of the keyboard but the mouse still seems to experience lagging once in a while although it doesn't happen that often like before. I can live with that but dell should definitely look further into this issue.
I will update again as soon as I test new available drivers.
BC001
4 Posts
1
May 4th, 2021 20:00
Just jumping in as another dissatisfied dell customer. It's a shame that such a nice piece of hardware is plagued by an issue that other manufacturers seemed to have figured out from day one. I'm running a small business and have been using an MX anywhere 2S mouse across several laptops... only the dell laptops in my company have this issue (one Dell 9310 2-in-1, and 2 Dell 9310's). I'll return this latest Dell 9310 2-in-1 if this issue doesn't get sorted in my remaining 30day window. Wake up Dell - you've had plenty of time and many complaints - please fix this.
AndreiMaklakov
9 Posts
0
May 8th, 2021 14:00
I have the same issue and XPS 9310 (normal one, not 2-in-1).
And apparently there is no BIOS 2.2.1 available for me. Only 2.2.0.
As I can see, BIOS 2.2.1 is only for 2-in-1s (https://www.dell.com/support/home/en-uk/drivers/driversdetails?driverid=w5k28).
Is that right? Or I am searching somehow in a wrong way?
VAEEngr
2 Posts
0
May 8th, 2021 17:00
I tried everything listed in the forums and was close to sending my 9310 back to Dell..
This registry mod link shared by BKN97 is the only thing that worked; Normal mouse interaction now
https://www.dell.com/community/XPS/XPS-9310-Bluetooth-lag-with-Logitech-MX-Keys-MX-Master-3/m-p/7795277/highlight/true#M77883