Unsolved
2 Posts
4
3080
XPS 15 9500 Screen Freezing
I've had the laptop for about 9 months now, and no matter what I do, the display keeps freezing. Freezes at random for anywhere from a split second to minutes. Audio still works fine, and it seems like I can control the cursor and make inputs with the mouse and keyboard while the display is frozen.
Support hasn't been of any help either. They're trying to charge me 100 dollars for software support now, after a motherboard replacement and windows reinstallation from their repair center main-in program. This thing costed me quite a bit of money, and I use it for school. It's very frustrating that an almost 2 thousand dollar laptop has such poor support and can't work. Does anyone have any tips???
I've updated everything, tried the "disabled panel self refresh" trick, and even the tip about disabling startup services. Also have done about 5 clean reinstallations of windows. None of which have worked. Please let me know what you guys have to suggest.
Karlstens
11 Posts
3
July 4th, 2021 00:00
Heya, I picked up an XPS 9500 in June 2021 for my new job, and straight out of the box it's been freezing randomly a few times a day.
From what I've researched so far - there's an old Intel Graphics driver that reportedly fixes this issue but which only works with Windows versions;
Microsoft Windows* 10-64 (RS3)
Microsoft Windows* 10-64 (RS4)
Microsoft Windows* 10-64 (RS5)
Microsoft Windows* 10-64 (19H1)
Microsoft Windows* 10-64 (19H2)
Recent Windows Updates will have you at 21H1 (type Winver in the start menu to check your version), and attempting to install the old Intel driver that apparently fixes this issue fails either through the Intel installer or via Windows Device Manager. The extracting step to manually install the driver also fails due to OS incompatibility.
My expectation would be for Intel and Dell to create a new driver to address this issue for the current version of Windows. I'm still working through an open support case, will see how things progress.
austin020402
2 Posts
2
August 4th, 2021 02:00
After close to 2 months of being on chat with dell support in private messages, they have tried probably every available troubleshooting technique, and even replaced the LCD, motherboard, and trackpad. within the past 3 hours collectively, it has frozen 8 times. I updated drivers from intel's website, still nothing. I was told it's too late for a refund or replacement, even though this is Dell's fault.
Opalflora
1 Message
1
August 26th, 2021 12:00
Commenting because I have been experiencing the same issue. Dell was very responsive at first and then they also tried to sell me the $100 software support. I declined and asked for additional help to fix the issue and now I think they ghosted me. Irritated with the whole situation as I also purchased for school.
Hopefully someone responds with some sort of solution.
Mohamed Elsheikh
4 Posts
2
November 12th, 2021 07:00
I have exactly the same issue. ITs a manufacturing issue and we need our money back. They make us regretting to get dell laptops which is apparently the last time for all of us. Lets shift to mac!
XPSGangsta
1 Message
2
November 17th, 2021 22:00
With spending this much on a laptop, plus the extra $$ for the thunderbolt dock, just to be having this problem for almost a year without a way of solving it leaves a very poor taste in my mouth.
It is safe to say that when I have to shell out over $2k again for a laptop that it will NOT be a dell.
Maximum5000
12 Posts
1
November 30th, 2021 12:00
Still no solution? No answer from Dell? I have tried everything, nothing works. Random freezes all the time. Downgrading drivers, updating from dell, from Intel. Installing fresh windows. Still freezes.
aram89
9 Posts
1
January 9th, 2022 08:00
I have the same issue. Tried the Intel Command Center settings to disable Panel Refresh and Power Saving. Nothing seems to work so far. Cannot install the old Intel drivers on the current OS, so that is not an option either. Very frustrating and disappointed with Dell.
jackharr788
2 Posts
1
January 14th, 2022 07:00
Same issue here - was in contact with their support for probably 6 months, they replaced the screen, motherboard and RAM, and finally got it working using some old driver on Windows 10 (I think, they remoted into my laptop to do it), but upgrading to Windows 11 brought the issue back. They also refused to replace or refund for me too.
DELL-Chris M
Community Manager
Community Manager
•
54.9K Posts
0
January 19th, 2022 06:00
* Dell policy states that refunds are only allowed inside the first 30 days from the Dell invoice date
* For testing, the provided external power adapter must be connected to the XPS 15 9500
* Disconnect all external drives from the XPS 15 9500
* All should be on the latest BIOS 1.12.0
* All should be on the latest Dell Power Manager Service 3.10.0
* All should be testing the latest Intel UHD 630 30.0.100.9955. If no go, unistall that driver and test the older drivers. Some users are reporting success using the older drivers =
aram89
9 Posts
0
January 21st, 2022 03:00
Tried everything you said. No luck. Also tried what one of your colleagues suggested via private message, but could not roll back to an older version of Intel Graphics Command Center.
Log attached below:
[Sun Nov 14 16:08:55 2021] Update Package Execution Started
[Sun Nov 14 16:08:55 2021] Original command line: "C:\Users\abhir\Downloads\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.EXE"
[Sun Nov 14 16:08:55 2021] DUP Framework EXE Version: 4.7.0.54
[Sun Nov 14 16:08:55 2021] DUP Release: G18FTA00
[Sun Nov 14 16:08:55 2021] Initializing framework...
[Sun Nov 14 16:08:55 2021] Data in smbios table is (hex)value = a , Chasis type (hex)value = a , System type is : Client
[Sun Nov 14 16:08:55 2021] logo.png
[Sun Nov 14 16:08:58 2021] User Command: attended
[Sun Nov 14 16:08:58 2021] DUP Capabilities Value: 35651583 (0x21FFFFF)
[Sun Nov 14 16:08:58 2021] DUP Vendor Software Version: 1.100.2682.0
[Sun Nov 14 16:08:58 2021] Local System/Model Compatible with this Package? Yes
[Sun Nov 14 16:08:58 2021] Local System OS Version: 10.0.0.0
[Sun Nov 14 16:08:58 2021] OS Compatible with this Package? Yes
[Sun Nov 14 16:08:58 2021] Local System OS Language: EN
[Sun Nov 14 16:08:58 2021] Language Compatible with this Package? Yes
[Sun Nov 14 16:08:58 2021] Identified Behavior : attended
[Sun Nov 14 16:08:58 2021] Extraction-miniunz path: c:\PROGRA~3\dell\drivers\068EA1~1\miniunz.exe
[Sun Nov 14 16:08:58 2021] Extraction-arguments: -x C:\Users\abhir\DOWNLO~1\INTEL-~1.EXE -o -d c:\PROGRA~3\dell\drivers\068EA1~1
[Sun Nov 14 16:08:59 2021] Extraction-GetExitCode: 0
[Sun Nov 14 16:08:59 2021] Temporary payload log file name: C:\ProgramData\dell\drivers\068ea1b2-efa8-42b5-9d9a-094f70614c22\DUP7CB6.tmp
[Sun Nov 14 16:08:59 2021] payloadExe: InstallApp.bat
[Sun Nov 14 16:08:59 2021] payloadArgs:
[Sun Nov 14 16:08:59 2021] payloadDir: C:\ProgramData\dell\drivers\068ea1b2-efa8-42b5-9d9a-094f70614c22
[Sun Nov 14 16:08:59 2021] MUP Spec version is less than 3 or Not a DCH Package.
[Sun Nov 14 16:08:59 2021] Legacy installation is selected. Calling Vendor Installer...
[Sun Nov 14 16:09:02 2021] Appending Vendor Software Log.
[Sun Nov 14 16:09:02 2021]
--- Start of Vendor Software Log ---
[Sun Nov 14 16:09:02 2021]
--- End of Vendor Software Log ---
[Sun Nov 14 16:09:02 2021] Vendor Software Return Code: 1
[Sun Nov 14 16:09:02 2021] logo.png
[Sun Nov 14 16:09:02 2021] Name of Exit Code: ERROR
[Sun Nov 14 16:09:02 2021] Exit Code set to: 1 (0x1)
[Sun Nov 14 16:09:02 2021] Result: FAILURE
[Sun Nov 14 16:09:07 2021] Open file: C:\ProgramData\Dell\UpdatePackage\Log\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.txt
[Sun Nov 14 16:09:39 2021] User Command: attended
[Sun Nov 14 16:09:39 2021] DUP Capabilities Value: 35651583 (0x21FFFFF)
[Sun Nov 14 16:09:39 2021] DUP Vendor Software Version: 1.100.2682.0
[Sun Nov 14 16:09:39 2021] Local System/Model Compatible with this Package? Yes
[Sun Nov 14 16:09:39 2021] Local System OS Version: 10.0.0.0
[Sun Nov 14 16:09:39 2021] OS Compatible with this Package? Yes
[Sun Nov 14 16:09:39 2021] Local System OS Language: EN
[Sun Nov 14 16:09:39 2021] Language Compatible with this Package? Yes
[Sun Nov 14 16:09:39 2021] User Parameter: logfile
[Sun Nov 14 16:09:39 2021] User Parameter: logfile changed to: C:\ProgramData\Dell\UpdatePackage\Log\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.txt
[Sun Nov 14 16:09:39 2021] Identified Behavior : attended
[Sun Nov 14 16:09:39 2021] Extraction-miniunz path: c:\PROGRA~3\dell\drivers\9C6A61~1\miniunz.exe
[Sun Nov 14 16:09:39 2021] Extraction-arguments: -x C:\Users\abhir\DOWNLO~1\INTEL-~1.EXE -o -d c:\PROGRA~3\dell\drivers\9C6A61~1
[Sun Nov 14 16:09:39 2021] Extraction-GetExitCode: 0
[Sun Nov 14 16:09:39 2021] Temporary payload log file name: C:\ProgramData\dell\drivers\9c6a6174-9bfa-43f3-9810-f4ae312c2bd8\DUP1A6E.tmp
[Sun Nov 14 16:09:39 2021] payloadExe: InstallApp.bat
[Sun Nov 14 16:09:39 2021] payloadArgs:
[Sun Nov 14 16:09:39 2021] payloadDir: C:\ProgramData\dell\drivers\9c6a6174-9bfa-43f3-9810-f4ae312c2bd8
[Sun Nov 14 16:09:39 2021] MUP Spec version is less than 3 or Not a DCH Package.
[Sun Nov 14 16:09:39 2021] Legacy installation is selected. Calling Vendor Installer...
[Sun Nov 14 16:09:40 2021] Appending Vendor Software Log.
[Sun Nov 14 16:09:40 2021]
--- Start of Vendor Software Log ---
[Sun Nov 14 16:09:40 2021]
--- End of Vendor Software Log ---
[Sun Nov 14 16:09:40 2021] Vendor Software Return Code: 1
[Sun Nov 14 16:09:40 2021] logo.png
[Sun Nov 14 16:09:40 2021] Name of Exit Code: ERROR
[Sun Nov 14 16:09:40 2021] Exit Code set to: 1 (0x1)
[Sun Nov 14 16:09:40 2021] Result: FAILURE
[Sun Nov 14 16:09:42 2021] logo.png
[Sun Nov 14 16:09:42 2021] logo.png
[Sun Nov 14 16:09:50 2021] Name of Exit Code: ERROR
[Sun Nov 14 16:09:50 2021] Execution terminated at date-time Sun Nov 14 16:09:50 2021
[Sun Nov 14 16:09:50 2021] ######
[Sun Nov 14 16:09:54 2021] Update Package Execution Started
[Sun Nov 14 16:09:55 2021] Original command line: "C:\Users\abhir\Downloads\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.EXE"
[Sun Nov 14 16:09:55 2021] DUP Framework EXE Version: 4.7.0.54
[Sun Nov 14 16:09:55 2021] DUP Release: G18FTA00
[Sun Nov 14 16:09:55 2021] Initializing framework...
[Sun Nov 14 16:09:55 2021] Data in smbios table is (hex)value = a , Chasis type (hex)value = a , System type is : Client
[Sun Nov 14 16:09:55 2021] logo.png
[Sun Nov 14 16:09:58 2021] logo.png
[Sun Nov 14 16:10:01 2021] User Command: attended
[Sun Nov 14 16:10:01 2021] DUP Capabilities Value: 35651583 (0x21FFFFF)
[Sun Nov 14 16:10:01 2021] DUP Vendor Software Version: 1.100.2682.0
[Sun Nov 14 16:10:01 2021] Local System/Model Compatible with this Package? Yes
[Sun Nov 14 16:10:02 2021] Local System OS Version: 10.0.0.0
[Sun Nov 14 16:10:02 2021] OS Compatible with this Package? Yes
[Sun Nov 14 16:10:02 2021] Local System OS Language: EN
[Sun Nov 14 16:10:02 2021] Language Compatible with this Package? Yes
[Sun Nov 14 16:10:02 2021] Identified Behavior : attended
[Sun Nov 14 16:10:02 2021] Extraction-miniunz path: c:\PROGRA~3\dell\drivers\6E5AD9~1\miniunz.exe
[Sun Nov 14 16:10:02 2021] Extraction-arguments: -x C:\Users\abhir\DOWNLO~1\INTEL-~1.EXE -o -d c:\PROGRA~3\dell\drivers\6E5AD9~1
[Sun Nov 14 16:10:02 2021] Extraction-GetExitCode: 0
[Sun Nov 14 16:10:02 2021] Temporary payload log file name: C:\ProgramData\dell\drivers\6e5ad96a-58eb-42dc-b0af-00ba08708a34\DUP7416.tmp
[Sun Nov 14 16:10:02 2021] payloadExe: InstallApp.bat
[Sun Nov 14 16:10:02 2021] payloadArgs:
[Sun Nov 14 16:10:02 2021] payloadDir: C:\ProgramData\dell\drivers\6e5ad96a-58eb-42dc-b0af-00ba08708a34
[Sun Nov 14 16:10:02 2021] MUP Spec version is less than 3 or Not a DCH Package.
[Sun Nov 14 16:10:02 2021] Legacy installation is selected. Calling Vendor Installer...
[Sun Nov 14 16:10:03 2021] Appending Vendor Software Log.
[Sun Nov 14 16:10:03 2021]
--- Start of Vendor Software Log ---
[Sun Nov 14 16:10:03 2021]
--- End of Vendor Software Log ---
[Sun Nov 14 16:10:03 2021] Vendor Software Return Code: 1
[Sun Nov 14 16:10:03 2021] logo.png
[Sun Nov 14 16:10:03 2021] Name of Exit Code: ERROR
[Sun Nov 14 16:10:03 2021] Exit Code set to: 1 (0x1)
[Sun Nov 14 16:10:03 2021] Result: FAILURE
[Sun Nov 14 16:10:06 2021] logo.png
[Sun Nov 14 16:10:06 2021] Name of Exit Code: ERROR
[Sun Nov 14 16:10:06 2021] Execution terminated at date-time Sun Nov 14 16:10:06 2021
[Sun Nov 14 16:10:06 2021] ######
[Fri Jan 21 12:48:08 2022] Update Package Execution Started
[Fri Jan 21 12:48:08 2022] Original command line: "C:\Users\abhir\Downloads\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.EXE"
[Fri Jan 21 12:48:08 2022] DUP Framework EXE Version: 4.7.0.54
[Fri Jan 21 12:48:08 2022] DUP Release: G18FTA00
[Fri Jan 21 12:48:08 2022] Initializing framework...
[Fri Jan 21 12:48:08 2022] Data in smbios table is (hex)value = a , Chasis type (hex)value = a , System type is : Client
[Fri Jan 21 12:48:08 2022] logo.png
[Fri Jan 21 12:48:10 2022] User Command: attended
[Fri Jan 21 12:48:10 2022] DUP Capabilities Value: 35651583 (0x21FFFFF)
[Fri Jan 21 12:48:10 2022] DUP Vendor Software Version: 1.100.2682.0
[Fri Jan 21 12:48:10 2022] Local System/Model Compatible with this Package? Yes
[Fri Jan 21 12:48:10 2022] Local System OS Version: 10.0.0.0
[Fri Jan 21 12:48:10 2022] OS Compatible with this Package? Yes
[Fri Jan 21 12:48:10 2022] Local System OS Language: EN
[Fri Jan 21 12:48:10 2022] Language Compatible with this Package? Yes
[Fri Jan 21 12:48:10 2022] Identified Behavior : attended
[Fri Jan 21 12:48:10 2022] Extraction-miniunz path: c:\PROGRA~3\dell\drivers\C08BC3~1\miniunz.exe
[Fri Jan 21 12:48:10 2022] Extraction-arguments: -x C:\Users\abhir\DOWNLO~1\INTEL-~1.EXE -o -d c:\PROGRA~3\dell\drivers\C08BC3~1
[Fri Jan 21 12:48:12 2022] Extraction-GetExitCode: 0
[Fri Jan 21 12:48:12 2022] Temporary payload log file name: C:\ProgramData\dell\drivers\c08bc397-681d-460f-b2bf-022bcd7f6ec2\DUPFBE0.tmp
[Fri Jan 21 12:48:12 2022] payloadExe: InstallApp.bat
[Fri Jan 21 12:48:12 2022] payloadArgs:
[Fri Jan 21 12:48:12 2022] payloadDir: C:\ProgramData\dell\drivers\c08bc397-681d-460f-b2bf-022bcd7f6ec2
[Fri Jan 21 12:48:12 2022] MUP Spec version is less than 3 or Not a DCH Package.
[Fri Jan 21 12:48:12 2022] Legacy installation is selected. Calling Vendor Installer...
[Fri Jan 21 12:48:15 2022] Appending Vendor Software Log.
[Fri Jan 21 12:48:15 2022]
--- Start of Vendor Software Log ---
[Fri Jan 21 12:48:15 2022]
--- End of Vendor Software Log ---
[Fri Jan 21 12:48:15 2022] Vendor Software Return Code: 1
[Fri Jan 21 12:48:15 2022] logo.png
[Fri Jan 21 12:48:15 2022] Name of Exit Code: ERROR
[Fri Jan 21 12:48:15 2022] Exit Code set to: 1 (0x1)
[Fri Jan 21 12:48:15 2022] Result: FAILURE
[Fri Jan 21 12:48:25 2022] Open file: C:\ProgramData\Dell\UpdatePackage\Log\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.txt
[Fri Jan 21 12:48:46 2022] Open file: C:\ProgramData\Dell\UpdatePackage\Log\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.txt
[Fri Jan 21 12:50:04 2022] Name of Exit Code: ERROR
[Fri Jan 21 12:50:04 2022] Execution terminated at date-time Fri Jan 21 12:50:04 2022
[Fri Jan 21 12:50:04 2022] ######
[Fri Jan 21 12:54:05 2022] Update Package Execution Started
[Fri Jan 21 12:54:05 2022] Original command line: "C:\Users\abhir\Downloads\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.EXE"
[Fri Jan 21 12:54:05 2022] DUP Framework EXE Version: 4.7.0.54
[Fri Jan 21 12:54:05 2022] DUP Release: G18FTA00
[Fri Jan 21 12:54:05 2022] Initializing framework...
[Fri Jan 21 12:54:05 2022] Data in smbios table is (hex)value = a , Chasis type (hex)value = a , System type is : Client
[Fri Jan 21 12:54:05 2022] logo.png
[Fri Jan 21 12:54:31 2022] User Command: attended
[Fri Jan 21 12:54:31 2022] DUP Capabilities Value: 35651583 (0x21FFFFF)
[Fri Jan 21 12:54:31 2022] DUP Vendor Software Version: 1.100.2682.0
[Fri Jan 21 12:54:31 2022] Local System/Model Compatible with this Package? Yes
[Fri Jan 21 12:54:31 2022] Local System OS Version: 10.0.0.0
[Fri Jan 21 12:54:31 2022] OS Compatible with this Package? Yes
[Fri Jan 21 12:54:31 2022] Local System OS Language: EN
[Fri Jan 21 12:54:31 2022] Language Compatible with this Package? Yes
[Fri Jan 21 12:54:31 2022] Extraction-miniunz path: c:\users\abhir\DOWNLO~1\INTELC~1\miniunz.exe
[Fri Jan 21 12:54:31 2022] Extraction-arguments: -x C:\Users\abhir\DOWNLO~1\INTEL-~1.EXE -o -d c:\users\abhir\DOWNLO~1\INTELC~1
[Fri Jan 21 12:54:32 2022] Extraction-GetExitCode: 0
[Fri Jan 21 12:54:32 2022] logo.png
[Fri Jan 21 12:54:32 2022] Name of Exit Code: SUCCESS
[Fri Jan 21 12:54:32 2022] Exit Code set to: 0 (0x0)
[Fri Jan 21 12:54:32 2022] Result: SUCCESS
[Fri Jan 21 12:54:33 2022] Name of Exit Code: SUCCESS
[Fri Jan 21 12:54:33 2022] Execution terminated at date-time Fri Jan 21 12:54:33 2022
[Fri Jan 21 12:54:33 2022] ######
[Fri Jan 21 12:55:42 2022] Update Package Execution Started
[Fri Jan 21 12:55:42 2022] Original command line: "C:\Users\abhir\Downloads\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.EXE"
[Fri Jan 21 12:55:42 2022] DUP Framework EXE Version: 4.7.0.54
[Fri Jan 21 12:55:42 2022] DUP Release: G18FTA00
[Fri Jan 21 12:55:42 2022] Initializing framework...
[Fri Jan 21 12:55:42 2022] Data in smbios table is (hex)value = a , Chasis type (hex)value = a , System type is : Client
[Fri Jan 21 12:55:42 2022] logo.png
[Fri Jan 21 12:55:46 2022] User Command: attended
[Fri Jan 21 12:55:46 2022] DUP Capabilities Value: 35651583 (0x21FFFFF)
[Fri Jan 21 12:55:46 2022] DUP Vendor Software Version: 1.100.2682.0
[Fri Jan 21 12:55:46 2022] Local System/Model Compatible with this Package? Yes
[Fri Jan 21 12:55:46 2022] Local System OS Version: 10.0.0.0
[Fri Jan 21 12:55:46 2022] OS Compatible with this Package? Yes
[Fri Jan 21 12:55:46 2022] Local System OS Language: EN
[Fri Jan 21 12:55:46 2022] Language Compatible with this Package? Yes
[Fri Jan 21 12:55:46 2022] Identified Behavior : attended
[Fri Jan 21 12:55:46 2022] Extraction-miniunz path: c:\PROGRA~3\dell\drivers\94E3EC~1\miniunz.exe
[Fri Jan 21 12:55:46 2022] Extraction-arguments: -x C:\Users\abhir\DOWNLO~1\INTEL-~1.EXE -o -d c:\PROGRA~3\dell\drivers\94E3EC~1
[Fri Jan 21 12:55:46 2022] Extraction-GetExitCode: 0
[Fri Jan 21 12:55:46 2022] Temporary payload log file name: C:\ProgramData\dell\drivers\94e3ecdd-6bbe-4126-8906-46a255ef896a\DUPEAE6.tmp
[Fri Jan 21 12:55:46 2022] payloadExe: InstallApp.bat
[Fri Jan 21 12:55:46 2022] payloadArgs:
[Fri Jan 21 12:55:46 2022] payloadDir: C:\ProgramData\dell\drivers\94e3ecdd-6bbe-4126-8906-46a255ef896a
[Fri Jan 21 12:55:46 2022] MUP Spec version is less than 3 or Not a DCH Package.
[Fri Jan 21 12:55:46 2022] Legacy installation is selected. Calling Vendor Installer...
[Fri Jan 21 12:55:47 2022] Appending Vendor Software Log.
[Fri Jan 21 12:55:47 2022]
--- Start of Vendor Software Log ---
[Fri Jan 21 12:55:47 2022]
--- End of Vendor Software Log ---
[Fri Jan 21 12:55:47 2022] Vendor Software Return Code: 1
[Fri Jan 21 12:55:47 2022] logo.png
[Fri Jan 21 12:55:47 2022] Name of Exit Code: ERROR
[Fri Jan 21 12:55:47 2022] Exit Code set to: 1 (0x1)
[Fri Jan 21 12:55:47 2022] Result: FAILURE
[Fri Jan 21 12:55:49 2022] Open file: C:\ProgramData\Dell\UpdatePackage\Log\Intel-Graphics-Command-Center_G18FT_WIN64_1.100.2682.0_A00.txt
Lee_Bourke
7 Posts
1
January 31st, 2022 13:00
location.
Try changing the Registry Key PSR2Disable value from 0, to 1. You will find it here;
Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e968-e325-11ce-bfc1-08002be10318}\0001
Please take care when editing the registry. This worked for me and I hope it helps you.
aram89
9 Posts
0
February 1st, 2022 10:00
Update = It has now been a few days without any screen freezing (longest run without incident since I bought the laptop). In hindsight, it was really a simple problem. We knew from the start that the issue was related to Panel Self Refresh. Disabling Panel Self Refresh at the Registry level seemed to have solved it. So far, so good! As long as a future update doesn't roll it back. I hope that is something you can provide input to your company, and possibly Intel. The last thing I want is for the fix to be reversed with an update.
Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e968-e325-11ce-bfc1-08002be10318}\0001
PSR2Disable value from 0, to 1
and
Psr2DrrsEisable from 1 to 0
This seemed to have done it!
AnnieBeauchesne
1 Message
0
September 5th, 2023 02:10
Hello,
Since my laptop motherboard was replaced, I keep having freezing screen, exactly the way you describe it. I need my laptop to work and I don't want to spend 4 hours re-installing everything or worst, send my laptop away for repair.
Did you find what was the problem?
Annie