XPS 15 9500 randomly freezing (known issue)

Hello,

I have an XPS 15 with 1650ti graphics having the same issue. Just got it yesterday actually. I turned off the 'panel self-refresh' option in Intel Graphics Command Center but there is only a 'on battery' tab there is no 'while plugged in' tab. The issue was partially resolved but the screen still freezes from time to time. Any ideas?

Thanks!

My new XPS 15 did it , I ended up uninstalling a bunch of dell software and the Intel Command Center. It hasnt froze since. I have a feeling its the COmmand Center from the dell update. Once I try to reinstall it , it fails with error not a DCH package which the newest driver is. I don't need it but may try to install it from Windows Store to see what happens. I also did create my own power profile. Dell will just tell you to reinstall...

Thanks for the tip, I may have to give that a try too. I went ahead and disabled the Nvidia GPU since most of the time I don't necessarily need the 3d acceleration, but the latest problem is that I left it plugged in over night, came back to use it in the morning, and it was almost scalding hot with the fans at full bore. I was able to get into the desktop and check Task Manager, and neither the CPU or GPU were maxxed out, so just one more general weirdness for this thing. I love the look of it, I like the feel and the overall design so much...but it's just not reliable for me. If I was still within my 30-days I'd probably send it back at this point, but I'm feeling stuck now.

@Hoojib I changed the Dell Power manager to Cool on mine but I don't keep it on all night so I can't comment on the heat. I had a old Samsung Series 5 before this and that bastard would get so hot just using during the day. It actually got so hot it warperd the keyboard just last month so thats why I got this Dell. Did get almost 10 years out of it. Not super impressed with Dell. I got the base model, added ram and another SSD. for the price I was little disappointed coming from that older Samsung... Good luck 

Thanks! That's crazy about the Samsung LOL   Yeah I dont tend to leave it on either most of the time, but I think it was on standby and just happened to leave it overnight. Never seen a laptop do that in all my years of IT work. The funny thing is it's making me go back to my now older i5 Pixelbook much more often, and appreciating how light and cool it is.

BTW, if a Dell rep is "listening" and feels generous enough to help me navigate a return post 30-days, it'd go a long way to help build up some Dell love again. I'd even eat a 10% restocking fee at this point. 

I am also having this issue on my Dell XPS 15 with nvidia card. Seems to happen mostly when watching videos or while in online meetings with video. Is there a permanent fix? A new Intel driver? The laptop is 2 days old. I will try disabling panel self refresh. I am in contact with intel support for now.

So hey, for anyone else that runs into these issues - I had some time to kill tonight and decided to wipe my XPS 15 and install System76's Pop!_OS Linux distro...and everything is running great. I installed the ISO with the Nvidia driver integrated by default, and it picked up the GTX 1650 without issue, and I have to say it seems to be performing more on the cooler side, too. Power management, wifi, and 3D acceleration all seem to be working without really any fuss. If you're curious about going this route, just make sure you disable secure boot in the BIOS and change the disk controller from RAID to AHCI for the installer to see the NVMe storage.

That of course isn't an option for everyone, but I thought I would share since that certainly lines up with others experiences that some of the included software may be part of the problem. I almost always wipe my systems and install clean on from the get go, but did not this time. If I go back to Windows at some point, I will surely do so manually and with latest installs of the Dell drivers.

I have this exact issue going on now as well. I have owned this laptop for about two weeks. 

Well mine came back to same issue freezing. After the latest Microsoft Patch. So I reinstalled Intel Command Center and disabled the refresh (on battery , there is NO option PLugged in).  It was disabled after I uninstalled it last time. It froze again so now I uninstalled the Intel Command Center...see if it freezes...ridiculous

  @Hoojib I took apart my Samsung and found the Lipo was ready to explode that caused the keyboard issue (amazed it wasnt the heat).. Ordered a new cell for it, caught in time before it ruined entire system

Like the posts above, screen freezes but sound continues.

Looks like Dell has no solution.

Don't want a DIY project at this price.

Will start return process.

R

this option PLUGGED IN is not there... Dell fix this.

I've been experiencing the same issue for some months now. I have contacted DELL technical suport serveral times. After windows rebooting, firmware updates (upgrade and degrade), drivers reinstallation, etc. the issue was never solved. I requested a replacement or a reimbursement. None of them were ever accepted. I see this is an extended problem. It seems unreal and totally unacceptable that DELL is keeping a top product with these specifications with such issues as an extended problem and doing nothing to help their customers! The company should definitely take resposibility!
I tried the "solution" suggested in previous posts here, turning off the self refresh option for the intel graphics. As all other "solutions" this stopped the issue for a couple of weeks, and then got worse again. I must insist this is unacceptable and a series of laptops with this kind of proved extended deffect apparently comming from some incompatibility between intel and NVIDIA cards, or between those and WINDOWS should be resolved or reimbursed massively!

@esolana I ’m going right to my credit card company and dealing with them. It’s my business card so see if they have some pull.. I’m done dealing with same as others. I don’t have a Nicosia so I still think it’s the Intel refresh that you can’t disable when Plugged In since that option atleast for me isn’t there and that’s the only thing I haven’t tried..