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XPS 13 9365 (2 in 1) freezes when using Zoom, Meet, and Teams. Is the cause drivers, config, setup?
The laptop is connected to the DELL Thunderbolt dock (TB16) to which I have connected to two Dell 1080 monitors (U2417H).
I’ve noticed that the system freezes 1) after about 20 minutes into a session or 2) when I use one of the monitors for multi-tasking. First video freezes then ~30 seconds later, the entire system freezes.
My three screens are setup as “extended desktop” where the laptop is #1 on the left, and each of the two monitors are #2 and #3. The monitors are connected to the Thunderbolt using one full Display port (screen #2) and one HDMI port (screen #3).
The laptop is rotated so that the camera is on top, which is the preferred shooting angle (no up-the-nose view).
I experience the issue if I’m wired to the internet through the Thunderbolt dock, or on wifi through the laptop.
I am fully up to date on all Microsoft and Dell updates.
I don’t know if the problem is 1) due to limitation of the USB C connection between Thunderbolt controller and the laptop, 2) drivers (video, audio, thunderbolt), 3) the configuration of the extended displays, or 4) rotation of the laptop screen.
This hardware setup is normally very stable and works superbly for my needs. It should work for video conferencing too.
Any ideas on how to resolve this super annoying problem?
DELL-Cares
Moderator
Moderator
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25.9K Posts
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January 7th, 2021 11:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
DELL-Chris M
Community Manager
Community Manager
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55.2K Posts
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April 27th, 2021 08:00
During troubleshooting, please connect the provided laptop AC power adapter to the laptop. Then retest.
TB16 =
XPS 13 9365 2-in-1 QHD+ 3200x1800 60Hz
U2417H 1920x1080 60Hz
U2417H 1920x1080 60Hz
Dell Thunderbolt Dock (TB16) information and specifications
TB16 firmware update procedure
Saltgrass
3 Apprentice
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4.3K Posts
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April 27th, 2021 10:00
I don't use any of the software you mention, but do you have a way to monitor the stream while you are engaged?
Such things as does it maintain some type of buffer or is the stream transfer rate low enough your system can handle it?
Do you have a router that might have ways to watch the streams? Can you remember anything happening that might be involved with the failure?
Have you looked at a Reliability report? If not, type perfmon /rel in a run box and check the graph produced for errors or warnings around the time of the incidents..
Since you refer to multiple monitors, is there any configuration where the system operates normally with fewer monitors?
Brian Mulvey
1 Message
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December 8th, 2021 08:00
HI Rodger,
I dont have a solution for you, I am experiencing almost the same with a similar Dell Rig, a new Latitude 7420 with the THunderbolt 19 dock. I have also 2 external monitors , and have found issue occurs less when i connect one of them to the on-board HDMI interface and only used one via the Dock. Also found some relief in connecting my Logitech USB Keyboard/mouse direct rather than to the dock .
During these hangups, my USB headset (Jabra Link360) would also stop being responsive.
Dell have replaced my motherboard and i see the issue less, but it is not gone.
I actually got to a repeatable scenario with zoom. If you are in a call, sharing the monitor connected via the dock, and do onscreen annotations, it will freeze within seconds, especially if you "scribble" on the shared screen.
Having done some reading on the max interrupts that a single thunderbolt connection can handle, i thought to reduce the items on teh dock to the minimum, which has helped. Perhaps it is not so much a bandwidth issue but more like a max interrupts via thunderbolt per second issue.
Not sure if this helps.
Brian
Manny2023
1 Message
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September 20th, 2023 14:25
Thank you, Brian... this has been kicking my butt since I got a new Precision 5770 ... I never imagined my Hub would be suspect :(
Trying to use the Jabra via Bluetooth and seeing if that alleviates the constant freezing and popping/interference.