8 Replies Latest reply on Jun 16, 2017 5:25 PM by Intel Corporation

    Intel HD 4600 4k Mouse Lag(Potential bug)

    Erik9519

      Hello,

       

      I've recently been using a a 4k screen (Samsung U28E590DS) hooked to my laptop through MiniDP 1.2, however I've been experiencing some terrible mouse lag issues.

       

      Steps to reproduce problem:

      -Start a cpu intensive program (In my case I discovered this while using Prime95 with Blend test)

      -Notice how the mouse moves perfectly fine while it's inside any windows.

      -Move the mouse to a location on the desktop(wallpaper) and notice how it suddenly lags.

       

      Changing the power profile to High Performance does not have any effect.

      In my case I had set in the nVidia control panel the preferred graphics processor to High-Performance NVIDIA processor however, this too did not fix the problem.

      With these settings and with Intel XTU open I was able to notice than when the mouse is inside any window the Intel HD 4600 is at 600MHz while when the mouse hits the wallpaper it jumps to 1300MHz and starts lagging.

       

      The Intel HD 4600 is listed as compatible with 3840x2160@60Hz so I would not expect this kind of issue, how do I solve this very annoying problem?

       

      UPDATE:

      I've now noticed that this happens even during normal usage like watching a youtube video. If the mouse moves on the wallpaper the mouse and the video start to have micro stutter.

       

      UPDATE 2:

      It would appear that I have found a temporary workaround. Killing and restarting the process dwm.exe(Desktop Window Manager) seems to solve the lagging problem.

       

      System configuration(XMG P504):

      -Windows 10 64bit

      -Resolution: 3840x2160@60Hz

      -Intel i7 4810MQ

      -nVidia gtx 870m

      -Intel Driver version 20.19.15.4501

      -nVidia Driver version 378.66

        • 1. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello :
           
          Thank you very much for providing those details, we really appreciate that.
           
          Now, in regard to your inquiry, yes, the processor works with Intel® HD Graphics 4600, and that graphics controller supports 3840x2160@60Hz, and the monitor also supports that resolution.
           
          http://www.samsung.com/us/computing/monitors/uhd-and-wqhd/samsung-uhd-28-monitor-with-high-glossy-black-finish-lu28e590ds-za/#specs
           
          For Windows® 10 the latest Intel® graphics driver is the one that you already installed, which is 4501.
           
          Since the computer is using both nVidia and Intel graphics, we recommend in this case to use the graphics driver provided by the manufacturer.

          I look for SCHENKER drivers, and this is the site I got:
           
          https://drp.su/drivers/notebooks/?v=Schenker&l=en
           
          I found a link that has the graphics driver for your laptop, but according to our research, the manufacturer of the laptop is SCHENKER, and this site does not belong to them, so it might be risky to try those drivers, however here is the link if you want to do that:
           
          http://treiberneu.com/?p=3160
           
          But, before trying any of those drivers, please get in contact directly with SCHENKER to confirm if those are the correct drivers, also a BIOS update might be needed on the laptop or to re-install the chipset and management engine drivers, on the following link you will see the information to contact them, they should be able to further assist you with this issue, since they provide all those drivers for the laptop:
           
          http://www.schenker-tech.de/en/#XMG-Serien
           
          NOTE: These links are being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.
           
          Please let me know the results of trying the steps above.
           
          Any further questions, please let me know.
           
          Regards
           
          Alberto
           

          • 2. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
            Erik9519

            Hello Alberto,

             

            Yes, I have tried the drivers provided by XMG (for the Intel HD 4600, chipset and nVidia) themselves which are found here https://www.mysn.de/secure/userarea/download.asp?KategorienOrder=010;010&show=Support which also are fairly old and did not solve my problem. I also am running the latest BIOS version as I was hoping it might of have been that but unfortunately the issue is still there.

            Am I the only one experiencing this issue in this kind of setup(external minidp 4k monitor on a HD 4600)?

             

            Update: The issue represents itself every time I plug an external monitor, and I have to restart the process dwm.exe to fix it.

            I also am using 125% DPI scaling along with 3840x2160@60Hz if that has any relevance.

             

            Update 2: I've been doing some further testing.

            Steps to reproduce:

            -First kill dwm.exe, open a youtube video on loop(In my case a 1080p60 video in Opera) and make sure it runs on the intel HD 4600 and start prime95 on blend test.

            -Notice how both the mouse and video play smoothly no matter the location of the mouse, whether it is inside a window or directly on the wallpaper(Make sure you keep moving the mouse)

            -Open the Intel HD Graphics Control Panel, go to Display and change the refresh rate(In my case from 59Hz to 60Hz or viceversa, keep resolution at 3840x2160) and click Apply(This is all done while prime95 and the youtube video are playing).

            -Your screen will flash black for a brief moment.

            -Now try to move the mouse again and notice how both the video and mouse lag as soon as you start moving the mouse on the wallpaper area.

            -Kill dwm.exe and notice how everything runs perfectly smooth again independently of the mouse location.

             

            I hope this can help you guys track down this problem.

             

            Regards,

            Erik

            • 3. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello :
               
              Thank you very much for letting us know that information, and for providing the steps for us to replicate the issue, I am sure those details will be very helpful for all the peers viewing this thread.
               
              Even though the mouse works fine when you kill dwm.exe, for testing purposes, did you test it with a different mouse?
               
              Now, I just found a link with the specifications of the laptop, and according to it the graphics controller being used on that platform is Nvidia GeForce 880M, here is the link for you to be able to confirm that information:
               
              http://www.expertreviews.co.uk/schenker/1400221/schenker-xmg-p504-review
               
              If that is the case, then the drivers needed are the ones that belong to Nvidia, also if the information on that link is correct there are no Intel graphics drivers involved in this situation, here is the link where you will be able to find Nvidia drivers:
               
              http://www.nvidia.com/download/driverResults.aspx/115491/en-us
               
              Please confirm the information above.
               
              You mentioned that you already tried the drivers provided by XMG, and that is the best thing to do when you are using a laptop, so, before trying the Nvidia drivers, please get in contact with XMG directly, to check if those drivers will work with your system and to get further technical or warranty assistance.
               
              Any questions, please let me know.
               
              Regards
               
              Alberto
               

              • 4. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
                Erik9519

                Hello Alberto,

                 

                I will try to contact XMG about this to confirm that the drivers provided on their website are the latest (Even though they are from 2015... so I'm not sure of their usefulness if they are the latest) and see what they say regarding using the latest drivers provided on the Intel and nVidia websites.

                 

                Yes, I have tried with the integrated touchpad and I get the same exact result(If it has any relevance I'm using a Logitech G502 as external mouse).

                 

                Their systems are highly customizable systems where you can pick what cpu and what gpu you want, in my specific case I picked an Intel i7 4810MQ and a gtx 870m.

                Although they don't mention it in that link you found, the system uses nvidia optimus, which means it switches between the intel hd 4600 of the i7 4810MQ and the gtx 870m depending on the process.

                Dwm.exe is one of those processes that the nvidia panel does not allow me to re-route to the gtx 870m and is instead forced to run on the integrated intel hd 4600(Which is why I keep writing here and not to nvidia).

                 

                At the moment I am running again the latest Intel HD 4600 drivers and nvidia drivers as stated in the first post of this thread.

                 

                Regards,

                Erik

                • 5. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello :

                  Thank you very much for providing that information, we really appreciate you took the time to let us know those details.

                  And yes, at this point to contact XMG will be the best thing to do to verify if in fact there are Intel drivers involved in your configuration.

                  As you mentioned, the Nvidia optimus works with switchable graphics, in this case using both Intel and Nvidia, additionally according to the information about the Dwm.exe, it seems to be your system is working with Intel graphics, but it will be better to confirm that information directly with XMG, just to make sure.

                  Once we confirm that, we will be more than glad to continue providing assistance in order to try to fix this problem, if it is necessary, we will do further research on this matter in order to try to find a possible solution.

                   

                  On the following link you will find further information about switchable graphics, please read the last question in there:

                   

                  http://www.intel.com/content/www/us/en/support/graphics-drivers/000005669.html


                  Any questions, please let me know.

                   

                  Regards

                   

                  Alberto

                  • 6. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello :
                     
                    I just wanted to check if you were able to get in contact with XMG to confirm the information about the graphics controller supported on your system?
                     
                    Any questions, please let me know.
                     
                    Regards
                     
                    Alberto
                     

                    • 7. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
                      Janolehuebner

                      Hello,

                      I have a similar Problem and haven't found a solution yet...

                       

                      System configuration(XMG P504):

                      -Windows 10 64bit

                      -Resolution: 1920x1080@120hz

                      -Intel i7 7820HK

                      -GTX1070

                      -Intel Driver version 22.20.16.4691

                      -nVidia Driver version 382.53

                      • 8. Re: Intel HD 4600 4k Mouse Lag(Potential bug)
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hi  : Please submit your inquiry on a new thread, the reason for that is that every scenario is different, even if the same product is being used, so, for us to further assist you to try to fix the specific problem the PC might have, please submit a new thread:
                        https://communities.intel.com/community/tech
                         
                        Let me apologize for any inconvenience.
                         
                        Regards,
                        Alberto R