In order to better assist you with this, I would like to gather up some useful information from your system.
How can you do this? With the Intel SSU tool, here you can find the instructions to use it:
-Download the utility
-Scan your system with the utility
-Export the report (hit next and then save) and attach it to your answer with the advanced editor option (reply button and then check upper right corner)
Hope I can hear from you.
Thank you very much for the info provided.
My recommendations would be, check if the issue follows the integrated graphics (Intel) or dedicated graphics (M470), then you could run our CPU diagnostic tool and finally, you can perform some memory tests.
Check if the problem follows one of the graphics adapters (iGPU or dGPU):
1. Access the device manager and look for display adapters
2. Right click on one of the devices and then properties
3. Disable the adapter (one of them) and restart the system
4. Try to replicate the issue
5. If the issue is replicated, perform the same test but with the other graphics adapter, after enabling the one you just used
Running Intel® Processor Diagnostic Tool
Here is the download page: https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
You can simply open the file and then start the tests.
1. Follow instructions here: https://www.tenforums.com/tutorials/14201-memtest86-test-ram.html
Hope this can be of help for you to sort out the issue, another good option is to contact HP to get further troubleshooting
Please let me know how it goes.
NOTE: This link (external link) is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.
Thanks again Esteban, if I disable the AMD Radeon R9 M470, even without restart, then the problem looks like its gone. I mean there are no short lags, for example when changing desktop background (with amd active there is always a lag when changing the desktop background). I need some hours of desktop use to be sure cos I jhad tested without AMD just 15 minutes...
Thanks a lot.
I understand, Nachogo, what could be happening is a compatibility issue between the cards, or one of the cards is faulty or something related to drivers.
What you can do as of now is the following:
1. Uninstall both drivers, Intel and M470 drivers
2. Install the latest drivers from Intel: https://downloadcenter.intel.com/download/26464/Intel-Graphics-Beta-Driver-15-45-?product=88345
3. Install the latest drivers from dedicated GPU: http://support.amd.com/en-us/download/desktop?os=Windows+10+-+64
4. Test the behavior of the system
5. Installing all windows updates could also be of help
Hope this can assist us to sort this out
NOTE: This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.
first of all, thanks for your help. I really appreciate it.
I´d been busy troubleshooting the issue. Only after a complete reinstall, not using the win 10 "reinstall the OS without keeping files" but using the HP reinstall of the OS to the HP factory state, the problem with the mouse freeze seems to be solved. I say "seems" cos i did all the process yesterday and, till then, i had been installing -still doing it now- all my soft and hardware stuff. I´m doing it carefully, one by one, and after each installation I´m checking if the mouse freeze returns. When I´ll finish the process I´ll let you know.
It's being pretty hard.
After reinstall w10 (HP version) from scratch, as I told you in my last message, the lag dissapeared. But cos I had everyday a BSD, always when resume from sleep mode, i tried to update both, intel and AMD graphics, from device manager. Then the lag returned. The only way to get rid of the lag was uninstall and delete, from device manager, both drivers and install both of them again. So now I have no delay lag but my system keeps hanging (BSD) when resume from sleep. I mean, not always but pretty often -once per day aprox-.
May be mouse freezes and BSDs can be related.
I did, following HP stuff guide, a complete hardware check with HP tool that loads just after turning on the system, and everything, included CPU, HD, system and video memory, pass it OK. No problem detected.
The BSD are (MS Event visor data) mainly related to
EventData BugcheckCode 313 BugcheckParameter1 0x3 BugcheckParameter2 0xffffc901e53aee40 BugcheckParameter3 0xffffc901e53aed98 BugcheckParameter4 0x0 SleepInProgress 4 PowerButtonTimestamp 0 BootAppStatus 3221225473 Checkpoint 0 ConnectedStandbyInProgress false SystemSleepTransitionsToOn 3 CsEntryScenarioInstanceId 0
I add, to this message, the PDF analisys (using OSR Online) of the minidump created after one of the BSD i had 23 jan 2017.
Maybe it can be useful to track the problem.
Excuse me for such a long post.
Thanks a lot.
CrashDump_23_1_2017_21-20.pdf 109.2 K
Thank you very much for the answer and information provided.
Please let me know which are the driver version used.
This can be checked in the device manager, Display adapters> Intel HD Graphics 530> Properties and driver tab.
Then a good troubleshooting step would be, disable the dedicated graphics adapter (AMD) in order to test the system with Intel HD Graphics working alone.
Afterward, you can do the same to see if the issue is replicated with AMD graphics adapter.
This troubleshooting could tell us if one of the graphics adapters is triggering the issue.
Additionally, I found this link with possible solutions, check "Resolution" section: http://bit.ly/2kufzi7
Please let me know how it goes.
Hi there Esteban,
I´m actually using HD530 driver 22.214.171.12442 and AMD 21.19.411.0
Both are the latest in Intel and AMD sites.
The AMD detect the ATI as r9 M380 rather than R9 M470 but I have read that the later is a rebrand of the first so I suppose there should be no problem with this.
With both drivers, and for some days at least, I have had no mouse lag-freeze. That´s good.
Related to the recurrent BSD, none in the last to days but at least one per day in the last couple of weeks. I had done, and still I´m doing, a lot of little changes in my win 10 setup to test if it helps.
For example, in msconfig/Boot/ I realized that the "Maximum Memory" box was active (with tick) and below the box the number was 0. With this setting active, in Config/System info/ The message about RAM installed in the system said: 8GB (5.4GB can be use). Looks like, with setup, the system dedicate 2.5 GB exclusively to Intel graphics. Can´t understand it if I have a discrete card, the ATI, for heavy graphic stuff (3d, video editing and Games).
Thats too much, not acceptable, so I untick (disable) "maximum memory" in Boot and then in the system info the RAM says: 8,00GB (7,86 GB can be use). That sound more logical.
Is it OK to keep the "maximun memory" in Boot disable? I hope so.
Is it normal to have 7.86GB of the maximum 8GB for Win10 use and 240 MB dedicated for the HD530? I hope so.
Another question that, please, may you can answer me: In a discrete system like mine, with two graphic cards, I know that i can disable the ATI card with no problem to troubleshooting, but if I disable in device manager the main card for desktop stuff, the HD530, then the ATI will do all the graphic work, including desktop, or the system will not work at all?
Some last bits of info. In my system I connect the 4k monitor to computer via Display Port and my desktop resolution is: 3840x2160 - 60Hz.
Thanks a lot Esteban.
It is good to hear the lag is gone so far!
The maximum memory set as 240MB should be fine.
If one of the graphics adapters is disabled, the other adapter should take "ownership" of the graphics processing required by the system.
Please let me know if this solves your inquiries.