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Dell XPS 15 9500 having screen issues/freezing
I have had this issue since I got the laptop in August of 2020, but the screen issues never bothered me that much and it was pretty consistent on what would cause the freezing. It usually occurred when I would be doing things that would be harder on my computer, such as playing a video game or watching a YouTube video. I needed to use it for school so I never had a chance to ship it in when I still had it under warranty.
Now it seems to occur at completely random times. I could be looking simple things up and be on websites and it freezes, or I can be playing video games and it freezes. Usually when it freezes, the screen simply just freezes. Everything is still operational on the computer; the sound works, the computer is still running and operating, it's just that the screen isn't going with it. For example, I can still X out of a website, the screen just won't reflect that I am doing that. Sometimes it will freeze, but it has the appearance of the picture I have inserted instead of the normal frozen screen of what I previously was doing.
My current (and well-working) remedy to this is to just close the computer, open it back up, and log back in. It only takes 5 seconds or so, which really doesn't make it a hassle. Every once in a great while, the screen will still appear as frozen even when I shut up and open it back up, but shutting it all the way off by holding the power button fixes this issue, I just will lose anything that I previously had been working on and that hadn't been saved.
If anyone reading this feels that the issue is purely what I have described (essentially just cosmetic and not a motherboard or CPU issue) and not something more detrimental to my computer's longevity, let me know.
I have no other issues with my laptop besides this, it runs absolutely fantastic. If this is something that you feel GeekSquad or a typical computer place can fix up for a reasonable price, I'd rather try that than wait for Dell's long shipping/repair times.
Let me know what you think. Thanks!
DELL-Cares
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25.4K Posts
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October 28th, 2021 15:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.
pomegranate21
8 Posts
1
December 4th, 2021 02:00
I have the same issue with my new XPS 15 9500. Dell support have already replaced the motherboard but the problem of freezing is still present and happens even 10 times a day.
I was thinking if it is possible to have a refound to buy another computer because it's not normal to pay a lot for a laptop with these problems. Any suggestions? What have you done about that? Have you solved the problem?
jthomforde
2 Posts
1
December 4th, 2021 07:00
Yes! I have solved it, sort of. It’s a graphic card issue. I don’t think it actually does any harm to the computer besides the screen freezing so I’m not going to fix it. Graphics cards are in short supply right now and it’s a really expensive fix.
HOWEVER, there is a command you can do to quickly fix it and not have to reset your computer. Hold down ctrl, Windows, shift, and b, and it will reset the graphics card on your system.
gtk57
4 Posts
2
January 6th, 2022 11:00
This is an old, known issue with XPS 9500 (Intel Graphics only), from 2020 & earlier. But the workaround previously published (disable panel self-refresh, Solved: Re: XPS 15 9500 randomly freezing (known issue) - Dell Community) doesn't seem to work. However, Ctrl-Shift-Win B does unfreeze the display for me. It seems to have gotten significantly worse after the recent v1.11 BIOS update.
charlyk-graz
1 Message
0
January 7th, 2022 14:00
Have the same problem since beginning in middle 2020. Was everytime when i was video-calling.... at beginning it seems to be solved by the disable panel self-refresh, but meanwhile its back again and really worse...
just looked a video via firefox at amazon-prime.... got frozen around 10 times within a 2 hours film....
was the last time that i bought dell.... no solution now since over 1 1/2 years...
aram89
9 Posts
1
January 9th, 2022 08:00
I have the same problem with my XPS15 9500. It is really frustrating and I do not understand how Dell does not have a solution in place for such a big issue that clearly affects many users.
Already tried disabling the Power Savings and Panel Self Refresh settings on Intel Command Center. It did not solve the issue.
GreenThings
2 Posts
0
January 13th, 2022 19:00
I have been having this issue since I purchased my XPS 15 9500 and have just given up on it ever being fixed. Will try the keyboard shortcut, as my go to now is to tap the power button. Disabling panel self-refresh never worked and customer service was useless. This is the first time I've seen someone mention it is a graphics card issue. Doesn't help as I am now long out of warranty.
Maximum5000
12 Posts
1
January 14th, 2022 04:00
So many people with the same problem, no solution. Unbelievable.
pomegranate21
8 Posts
1
January 18th, 2022 08:00
I have the same issue with my XPS 15 9500 since october and I have tried everything. The Dell support already replaced the motherboard and the RAM but the problem of freezing is still present and happens even 10 times a day. It's unbelievable even because I'm still under warranty
DELL-Jesse L
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January 19th, 2022 05:00
Please click here to update to the latest bios version that was released Jan. 11,2022.
There is also a newer Intel Graphics Command Center driver located here that was released today Jan. 19,2022.
seun-o
6 Posts
4
January 23rd, 2022 15:00
Really cannot understand how they allowed such a defective product get into the hands of consumers in such a large scale. This will definitely be my last time using a Dell product. Have to chalk this down to bad luck and cut my losses.
Maximum5000
12 Posts
0
January 23rd, 2022 22:00
Neither of these fixed the problem.
Maximum5000
12 Posts
1
January 23rd, 2022 23:00
It looks to be an old issue... they just avoided fixing it, because 'turning off panel self refresh' used to hide the issue. But then Intel changed something and turning off panel self refresh did not work anymore and there was no other solution. Feels like they lack resources to keep even under a year old laptops running. Like Intel fixed the graphic driver memory leak issue on 14 December update, Dell hasn't released a version with the fix still.
seun-o
6 Posts
0
January 24th, 2022 13:00
Sounds about right. Do you reckon it'll make sense to switch to the Intel version ? I did see an Intel version but a warning that it wasn't issued by the manufacturer (Dell) but if that would solve the issue then might just go for it ?
Maximum5000
12 Posts
1
January 24th, 2022 14:00
I've tried, not working. Better stay with Dell's. Seems to a complex problem with the version of windows, and different drivers not fitting. That's why just installing older drivers won't fix it.
Weirdest thing I discovered - pressing alt+F4 while screen is frozen brings screen back live. I was like now that's just Dell trolling. Then I tried windows key + m, minimizes active window, it also worked. It has to be the panel self refresh thing, that graphics driver reacts to the whole screen image changing with the active window being closed and sends in a new signal with the new desktop image.