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XPS 15 (9750) Lags in Office use - Dual Graphics Problem?
Hi all,
Is anyone experiencing freezing / lagging in office use (MS Excel or Outlook 2016 / Firefox)? Occasionally the display just freezes for 7-15 seconds and every once in a while the display driver just stops working. When the freezing or lags occurs in the Windows Event Viewer it shows the following error code:
- Event 13: ACPI: The embedded controller (EC) did not respond within the specified timeout period. This may indicate that there is an error in the EC hardware or firmware or that the BIOS is accessing the EC incorrectly. You should check with your computer manufacturer for an upgraded BIOS. In some situations, this error may cause the computer to function incorrectly.
And also every once in a while the screen goes black, restarts and the following error is shown:
- Display driver igfx stopped responding and has successfully recovered.
Interestingly the error doesn’t occur while gaming or video editing (e.g. heavy load on the NVIDIA card).
I bought the XPS 15 in 09/2018, it’s the small battery version (56kWh) and installed a Samsung 860 Evo 1TB Sata drive in the empty bay. The SSD works like a charm.
I already tried the following, the XPS 15 was at Dells German Repair Center they changed the CMOS Battery and the DDR4 RAM back in 11/2018, the error still occurred and they send me a replacement for the motherboard and the touchpad 01/2019. The guy who installed it just forgot the cooler paste, so I had to repaste it myself, bad advertising for Dell.
I reinstalled Windows 10 Pro four times and updated all the drivers and bios (1.7) to the latest versions. I already updated the Intel and Nvidia drivers to the latest generic drivers.
What seems to help is to disable the Nvidia card in Windows device manager. Also it might help to physically dismount the additional Samsung SSD. But maybe I just didn’t test the system for long enough.
And without luck I tried another SSD (Crucial MX500) and another SSD connection cable. And the occasional speaker crackling is also part of my setup.
At this point I don’t have any more ideas.
Has anyone another idea or should I just go for the refund?
Chris
Tundeo
1 Message
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February 28th, 2019 08:00
Hi,
I have the same problem with my DELL Precision 7520 that has the Dual Graphic Card. Incidentally I have had a myriad of problems with my laptop and DELL has repaired the device 4 times, swapping out the Motherboard, Keyboard, Daughterboard, Trusted Module Controller etc.
I tried the refund but DELL did not accept. Good luck with that. This morning, I still got the problem similar to yours (it is a daily occurrence) and have resolved to live with it.
First you get this error in Event Viewer
: The embedded controller (EC) did not respond within the specified timeout period. This may indicate that there is an error in the EC hardware or firmware or that the BIOS is accessing the EC incorrectly. You should check with your computer manufacturer for an upgraded BIOS. In some situations, this error may cause the computer to function incorrectly. Source ACPI with Event ID - 13.
Quickly followed by a blank screen and reset of the Display Driver and this is logged in Event Viewer:
Display driver igfx stopped responding and has successfully recovered. Source - Display with Event ID - 4101
I am running the latest Bios 1.13 for the DELL 7520 Precision.
Let me know if you find a solution?
ARC1588
4 Posts
0
April 17th, 2019 22:00
Hello,
Did you find a solution?
I have the Dell XPS 13 9380 and Excel (usually what I use) works horrible, its almost unusable. It hangs, give me grey boxes all over the scree and it freezes.
If you know something please let me know.
Thanks
Dell-SreejithR
4 Operator
4 Operator
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3.4K Posts
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April 18th, 2019 06:00
Thank you for your message. Does the system freeze only when using the MS office application?
Did this happen out of the box or after any Windows update?
Does every application under MS office have this issue or is it only with Excel?
For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Sreejith R) & send a private message with the service tag, registered name & email address.
How to locate the service tag
PhillyH
1 Message
0
June 9th, 2019 22:00
I have encountered the same issue on my Dell XPS 13 laptop with 4k touchscreen. I purchased in May 2019 and I immediately had scrolling lag issues with all Microsoft Office applications and Adobe applications, including Adobe reader. I uninstalled McAffee suite, but this did not help.
-Phillip H