HP Spectre X360 scaling problem linked to graphic card driver after windows 24H2 update

[HBegaki]

Dear Intel Team,

I am using HP Spectre X360 laptop which graphic card is Intel.

After updating latest Windows version 24H2, I have a problem.  

Scaling default from laptop is 200%, and when I start the laptop, scaling is going over 200% and mouse pointer and become very big, although it is shown in display setting still 200%.

Each time after opening laptop, I have to set scaling for example from 200% to 175% and come back again 200%, so that I can fix the issue.

When I restart the laptop, the issue is not hapening, but when I close and open again the problem occurs every time.

Now I found a temporary fix, I did disable the fast start option from laptop, and the problem did not occur again.

People who are using same laptop, has this problem, you can follow from this link :

https://answers.microsoft.com/en-us/windows/forum/all/mouse-cursor-size-issue-on-windows-11-v24h2-hp/81bff15f-0ebe-4b85-9706-475acaef0b6ez 

I did call HP and Microsoft and explain the problem, but I could not receive any solution from them until now.

Please check this problem with HP and Microsoft and let me know how can I solve this problem.

As I did explain, this did happen after Microsoft 24H2 update. I did check, the graphic card driver is up to date, I think you have to prepare a new driver update to solve this problem.

Thank you in advance.

Best Regards,

Hilmi Begaki

[RobbieR_Intel]

Hello HBegaki,

Thank you for reaching out and for providing a comprehensive explanation of the troubleshooting and efforts you have done to try and address this issue.

To better assist you, kindly answer the following question:

• What is the specific make and model of your HP Spectre X360 Laptop?
• What is the current Intel Driver Version that is installed on your system?
• Does the issue occur on your Internal Display or External Display?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

Here with the information :

- HP Spectre X360 14 inch  EU0002nt

Product : 9V2R8EA

Serial Nr : 5CD4118K19

https://www.hp.com/tr-tr/products/laptops/product-details/2102185309 

- Intel Graphic Card driver version 32.0.101.5768

- I do not use external display

Please also read the information from other users. All are the same problem and did happen after 24H2 update  :

https://answers.microsoft.com/en-us/windows/forum/all/mouse-cursor-size-issue-on-windows-11-v24h2-hp/81bff15f-0ebe-4b85-9706-475acaef0b6e

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/Display-scaling-at-200-broken/td-p/9220374 

https://techcommunity.microsoft.com/discussions/windows11/200-scaling-issue-on-24h2/4280151 

I did call Microsoft and did explain them the problem also, but no solution until now. Hope you will solve the issue with Microsoft and HP soon.

Thank you in advance.

Hilmi Begaki

[HBegaki]

Dear Robbie,

I did not receive your information after my reply to you on 16.12.2024 .

It is almost 4 days I am waiting for your response.

If you would like no longer interest and help to me regarding my problem, please forward the subject to one of your colleague, so that we can solve the problem much quicker.

I am waiting today for your answer.

Thank you in advance.

Best Regards,

Hilmi Begaki

[HBegaki]

Hello Robbie,

Did you find time to check my informations including web links?

Waiting for your kind feedback.

Thank you in advance.

Best Regards,

Hilmi Begaki

[HBegaki]

Dear Robbie,

I would like to remind you, that I am still waiting your kind reply.

Best Regards,

Hilmi Begaki

[HBegaki]

Hello Robbie,

Still waiting your reply.

Thanks.

[RobbieR_Intel]

Hello HBegaki,

Thank you for your patience and for providing additional details about your system and the issue you're encountering. I sincerely apologize for the delay in responding to your follow-up messages.

With the provided information you have shared, it appears that the issue is indeed tied to the Windows 11 24H2 update and its interaction with your system's scaling and cursor settings.

Disabling Fast Startup, as you've done, is a valid workaround. While it is not ideal, it ensures the scaling issue does not reappear until a permanent fix is implemented.

Also, since this issue seems to be affecting multiple users, I will now raise this case to my team for further analysis. Please allow me some time to collect more information, after which I will provide you with an update or possible resolution

Thank you for your patience and understanding. 

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

Thank you for your reply.

Hope this problem will be solved from your team soon.

Waiting for your information for the solution.

Best Regards,

Hilmi Begaki

[RobbieR_Intel]

Hello HBegaki,

Thank you for patiently waiting. To better assist you and effectively isolate the issue, I kindly request additional information.

Please generate an SSU report to help me further analyze important details on your system. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file. 

Kindly share a screenshot of the issue as it appears on your screen, this will allow us to better understand and visualize the issue.

To confirm, have you tried adjusting the cursor Size?

Please try the recommendation below:

Kindly perform a Clean Installation of the OEM Driver: Version 32.0.101.5768 Rev.A

If the issue persists, perform a Clean Installation of our Generic Graphics Driver: Version 32.0.101.6325_101.6253

Your cooperation and patience are greatly appreciated. Please let us know if you encounter any challenges while performing these steps or gathering the requested details. 

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

Here with the answers :

1.  Please generate an SSU report :

I am not so professional in this field to generate and send to you a SSU report.

2.  Kindly share a screenshot of the issue :

Please check the link below, there is a screenshot from other user, the problem is exactly same.

https://answers.microsoft.com/en-us/windows/forum/all/mouse-cursor-size-issue-on-windows-11-v24h2-hp/81bff15f-0ebe-4b85-9706-475acaef0b6e

3.  Kindly perform a Clean Installation of the OEM Driver: Version 32.0.101.5768 Rev.A

I already did with the help of my friend, no change.

4. To confirm, have you tried adjusting the cursor Size?

I think you did not check my explanations and the web links correctly. When you start the computer, the scale is bigger and the pointer is to big as you can see in the picture on the web link. When you shut down and start again the problem happens every time. But if you restart the computer after adjusting the scale, there is no proıblem. If you also disable the fast startup, there is no prıblem.

5. If the issue persists, perform a Clean Installation of our Generic Graphics Driver: Version 32.0.101.6325_101.6253

I do not want to do that, because HP infroms that the latest driver is 32.0.101.5768 , but other users did try with no success.

Please contact with Microsoft and HP; as you can see a lot of users have the same problem, not only me.

I think you have to prepare a new driver, which will not effect from 24H2 for these laptops and send to HP and Microsoft to release the update.

Thank you in advance.

Best Regards,

Hilmi Begaki

[HBegaki]

Dear Robbie,

Wishing you a happy and healthfull new year.

Did you contact with HP and Microsoft, in order to find a solution for this issue and releasing toghether a new update (in HP Support Assistant and  Microsoft Update) ?

[HBegaki]

Dear Robbie,

Here with recent answers for your requests :

1. Please generate an SSU report :

Sorry, I am not so software friendly to do this, I did send your request to conversation for same issue in Microsoft, maybe one of other user who have more experience for this will see and send information. Here with the link :

https://answers.microsoft.com/en-us/windows/forum/all/mouse-cursor-size-issue-on-windows-11-v24h2-hp/81bff15f-0ebe-4b85-9706-475acaef0b6e

2. Kindly share a screenshot of the issue :

If you will see the above link, there is a screenshot from other user, which shows the same problem.

3. To confirm, have you tried adjusting the cursor Size? :

As I did explain the problem, every time when you start the laptop, you can adjust the scale. It shows 200%, but it is not. You go to 175% and come back to 200% again, which solves the problem. When you restart the laptop the problem is not happening. But if you close the laptop and start again, the proplem is back. If you disbale the fast startup and adjust the scale the problem is not happening. So it is in fact not only the curser size problem, it is scaling problem.

4.  Kindly perform a Clean Installation of the OEM Driver: Version 32.0.101.5768 Rev.A

I did this with help of my friend, but no success.

5: If the issue persists, perform a Clean Installation of our Generic Graphics Driver: Version 32.0.101.6325_101.6253 :

I do not want to do that, as HP or Microsoft Updates are not showing this for the moment. I do not want to disturb the system more.

Please contact with Microsoft and HP to solve the problem together. HP can chack also in thei stock one similar laptop with your recommendations. I am sure you have to generate a new driver and  HP & MS Update have to release them.

Thank you for your understanding.

I am sure that you team will solve this issue ASAP.

Best Regards,

Hilmi Begaki

[HBegaki]

Dear Robbie,

Just one more thing, if the current graphic driver for my laptop is the version  32.0.101.6325_101.6253 , why Hp support Assistant shows still the one :   32.0.101.5768 Rev.A ?

[H-Zabey]

I am having the exact same issue on my new HP Omnibook Ultra Flip. Sometimes, not always, the mouse pointer appears way to large with no possibility to resize properly - the windows setting does not solve the issue - even after powering off and on it persists. After a normal restart, its solved. I've always (but not only) had the issue after using my laptop in flip tablet mode and turning it off there, powering it on back in normal laptop mode. Also, when i power on my laptop while being connected to my external 4k Monitor (extension mode, so using laptop screen plus external screen), I never had this issue. Running on Win 11 24H2 with the newest Intel Arc graphics 32.0.101.6042

[JeanetteC_Intel]

Hello H-Zabey,

Thank you for posting in Intel Communities.

I understand that you are facing exactly the same problem however, I kindly request that you create a new thread for your case. This will allow us to focus on your specific problem and provide you with better assistance.  

Sincerely,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello HBegaki,

Good day!

We tried to replicate the issue, but the replication was unsuccessful, and there might be a possibility of some settings corruption inside of OS after upgrade.

I've checked the community links, and everybody are trying to do something with scaling, which doesn't have any other options apart from setting value. So, we can check possible fix something in OS and then install fresh drivers.

1) Make sure that all default Windows updates are installed.

2) Download latest Intel graphics drivers. Intel released new driver with version Intel® Graphics Driver 32.0.101.6449/32.0.101.101.6256 (1/2/2025).

3) Download latest DDU (and extract to be used).

4) Open Terminal or Command line as administrator and enter each command separately (wait till finish):

• DISM /Online /Cleanup-Image /StartComponentCleanup
• Dism /Online /Cleanup-Image /RestoreHealth
• SFC /ScanNow
• Copy entire command line output after last command to a text file if there will be any errors.

5) Reboot PC to safe mode and run DDU.

6) Boot to Windows normal operating mode.

7) Install Intel drivers (don't select clean install).

8.) Test current configuration.

If the issue persists, I am to proceed with further investigation of the issue you've reported, and I truly understand you are uncomfortable generating the SSU log file. However, this will help us check your system configuration and firmware/drivers installed that is needed for further checking. This way we can, check further for any possible coordination with OEMs (MSFT and HP).

The application is very easy to use, as you can check the Help Guide for the Intel® System Support Utility. Download the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt). Attach the SSU log file (.txt) as you reply to this post.

As per your question:

Why Hp support Assistant shows still the one: 32.0.101.5768 Rev.A ?

Based on the screenshot you shared, it is HP driver page, therefore, no matter how much you update, their download page will show what their available latest/newest driver version is, which for this instance is the version 32.0.101.5768 Rev.A.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[HBegaki]

Hello Jeanette,

As I did also inform Robbie before, I am not good to use softare like this and send to you reports, I am only a HP Spectre X360 user. On the other hand I do not want to hurt the system more and also I do not want to be a test/solve person here.

As you can see from the linkes that I posted (Microsoft and HP communities), this is a serial problem, which did start after 24H2 Windows uopdate for HP Spectre X360 laptops. Everybody is complaining exactly from same problem and for the time being the only solution is to disable the fast-start in Windows settings.

The laptop is under warranty and I do not want to update drivers, before HP (in their Hp support assistant) and Microsoft (in their update site) will release it.

I already did post also on 16.12.2024 product and serial number from my laptop. As you can see also from the links, people did try also a lot of Intel new drivers and the problem is not solved.

As I mentioned before, I believe this is a problem for this laptop an incompatiblity between your graphic driver and 24H2 . The problem is also linked to fast-satrtup; because if you diasble fast-startup or if you re-start the laptop, the problem do not happen.

So I believe and I please from you, that you should contact to your partners technical teams (HP and Microsoft) and check together to find a solution for this issue ASAP. 

I am sure HP will have similar laptop to my laptop, where you have serial and product numbers. They have also a good technical team, who can check with your team together  for necessary logs, txt files etc and find the solution of the problem.

I am sure after solution you will generate together with them a new graphich driver update and they should (HP and Microsoft) release them in their Support Assistance and Update pages.  And after as users, we will be sure for the solution and will update our drivers.

So please contact with HP and Microsoft ASAP and find the solution of HP Spectre X360 scaling issue.

Thank you in advance.

Best Regards,

[Bossl]

Hello Jeanette,

sending You screenshots and SSU created report.

I turned off "Fastboot" and used pc about week when again turn on "Fastboot" and about week using pc without any issue, but today windows boot with huge mouse cursor.

Thank You

[HBegaki]

Dear Jeanette,

Did you check the posts from Bossl, as it is same problem?

Did you contact with HP and Microsoft to solve this issue?

The problem is now very annoying for me and for a lot of HP Spectre X360 users , we are receiving the problem since 2 months after Windows 24H2 update and there is no improvements until now.

Please check the solution with HP and Microsoft and tell them to release the necessary update (HP in HP Support App and Microsoft in Microsoft update) ASAP.

Thank you for your kind support.

Best Regards,

[HBegaki]

Dear Bossl,

First of all thank you very much for sending the data.

But it seems INTEL wants to open from you new thread,  as they do not want to check informations sent from you and still wants from me all the data as I am not so good for software issues.

Please open new thread with INTEL for this issue and if possible send to me here the web link of the thread so that we can follow also.

Thank you in advance.