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

[RandyT_Intel]

Hello @HBegaki ,

We tried to reproduce the issue both with latest Intel graphics drivers. and used available scaling option up to 175% and then switched to custom scaling - set to 200% but we unable to to reproduce it. In all tests there was no issue with any auto scaling switching to other values, even after reboot. No issues with apps - everything was bigger and a bit harder to read (all squeezed) for me, I'm using 100% and apps look like they were designed.

From all other options that were not mentioned and might have some impact on configuration, we have:

- Go back to latest OEM display driver.

- Make sure that BIOS and Intel ME (if available on webpage) are latest available for this model.

- Power drain => turn off PC, unplug power cable, push power button and keep pushed for 10-20 sec, plug in power cable, power on PC.

- There might be also some procedure for CMOS reset, but that will probably require to open laptop and disconnect battery and since this is not feasible on your end this might not be executed.

- Full clean re-install of Windows => sometimes such things happen after upgrading Windows to new version.

Lastly, if a clean OS reinstall with OEM drivers still exhibits the same issue, the best option is to contact Microsoft and the OEM again for tailored product support.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[HBegaki]

Dear Randy,

I and all other users with same problem did try before your suggested steps, but they did not solve the issue.

All other users with the same problem are in the same idea like me, HP and Microsoft are your partners and you have to solve this isuue working together with them.

Did you try all of your steps with an HP Spectre X360 notebook?

Please contact with HP first and after if needed with Microsoft and due these tests together and try to solve this issue ASAP!

Please check again the community linkes which I did sent before, you will see that a lot of users still have this issue and it is impossible to solve for the moment.

You as INTEL have to work together with HP and Microsoft, in order to find necessary update(s) for solving the problem.

Thank you in advance.

[HBegaki]

Dear Randy,

Here with the lastest information from some other users, who are using HP Spectre X360 :

"Issue not fixed for me despite installing KB5050094 on HP SpectreI'm sticking with disabling fast start because it's a massive irritant otherwise."

"it's still not fixed. It seemed to not happen for a day or two, but no it's stills there. I don't think it will be a Microsoft issue alone, I think HP will need to work with intel to fix it via a specific driver update. HP don't seem very interested in doing so it seems. You would hope an HP representative would read these forums, but it seems they don't"

"Facing the same issue, got few more windows updates but still the problem is nor fixed."

"Since the windows 11 24h2 update I have noticed a strange issue. on reboot the scaling seems to be displaying at 300% rather than the default 200%. The cursor is huge and desktop space is too large.  On checking the scaling, it says its at 200%, but if you change it to any other value then back to 200% again, it all corrects itself. Once corrected, if you restart, it won't happen again. However if you shut down rather than restart, when you next boot up - it will all start again. Drivers all up to date, everything else also up to date, and only an issue since the 24h2 update ."

[leehuizhang]

Hello, HBegaki. I'm a user from China, and I'm experiencing the same issue as you. I have a Dell desktop computer, and I've consulted with Dell's official support, but the problem hasn't been resolved. I suspect it might be due to a driver or a system update patch. I've seen online feedback suggesting that the issue might be because Intel integrated graphics drivers no longer support non-Intel certified monitors, meaning not all monitors can be recognized as compatible. The problem I'm facing is a resolution of 1024x768, unable to select 1920x1080. Hundreds of computers are experiencing this issue, and some machines have audio stuttering and playback issues after updating the driver. Do you have a solution on your side?

[HBegaki]

Dear Leehuizhang,

This issue I am facing for my laptop like many other people with same laptop after 24H2 update. Before the update we did not face this problem, there was no issue.

Did you start to face the same issue after 24H2 update?

This problem occurs by the fast-startup, if you disable fast-startup there is no issue. Also if  you re-start the computer there is no issue.

I am thinking like many other people who has facing same problem, the issue is due to INTEL graphic driver incompatibility between 24H2 fast start for some laptops.

[leehuizhang]

I just solved it. Please try installing an older version of the driver to fix the issue. https://dl.dell.com/FOLDER10304272M/1/Intel-UHD-Graphics-Driver_83MGG_WIN64_31.0.101.4502_A00.EXE Let me know if it works for you as well. Thank you!

[HBegaki]

My machine is  using is Intel Arc Iris Graphic driver, not UHD graphics driver, and I did try all of them until now, and no solutionn.

https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html 

This issue what we are facing is not a resolution problem, it is a scaling display problem.

By the start mouse curser is very big and the scale is not 200% as recommened, much bigger, if the fast start is enabled.

I think the problem you have is not the same as we have.

[MarySmith]

I had the same problem, and this message helped me resolve it. Thank you.

[RandyT_Intel]

Hello HBegaki,

Thank you for your feedback. I understand that the suggested steps did not resolve the issue for you and other users. I will also review the community links you provided for further insights. Thank you for your patience.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[HBegaki]

Hello Randy T.

Thank you for your information, but it is 3 months that we are sending you this problem.

As I did inform you before, you have to contact first with HP and then Microsoft also, to find a solution for this ASAP. You have to find a specific driver with them to solve this issue.

We are facing this problem in a laptop (HP Spectre X360), which is in premium range from HP.

I have also another laptop from other brand, which is not premium computer with AMD graphichs (your competitor), I had also some issues with graphic after installing 24H2 for this laptop, but they act very fast, they did contact with the brand of computer immediately and solve the issue.

Why you do not want to solve this issue with HP? Why you dont contact with them and take action faster?

Sorry but I do not understand this kind of behaviour  from a company like INTEL. A company like you should not disturb brand name and also trust from the users.

Please see below an information from another user received yesterday in a Microsoft community page :

"it's related to dpi settings since the latest windows forced update to 24H2. You can use a 3rd party tool such as dpifix to force the dpi back to 200, then it resolves. It seems like it will involve customer intel drivers to work with the new update, probably vendor specific for each affected vendor, but there just doesn't seem to be any appetite to do so, noone is acknowledging the issue unfortunately."

[HBegaki]

Hello Randy T.,

It is almost two weeks after your last message. Is there any new information after further insights?

Did you contact with HP and Microsoft to find a solution together for this problem, where a lot of people are waiting also for informations?

I sent also a video for the problem to HP (you can se attached, it is in Turkish but you can understand), because HP Turkey did request from me to send them a video. They did connect also to my laptop, try a lot of steps but could not solve the problem. So they know also the issue and without your help it is not easy for them to solve it.

Awaiting for your good news.

[HBegaki]

Hello Randy T.,

Still waiting your reply !!!

[Maulik16]

Hi Intel team,

I formally raise my concern regarding the ongoing cursor size issue that many HP Spectre x360 users, including myself, have been facing. This issue has been widely reported by several users in online forums, yet there has been no definitive solution provided by Intel, HP, or Microsoft.

I personally reached out to HP support and even sent my laptop to the service center, only to receive no resolution. I then contacted Microsoft, where a technician took remote access and performed standard troubleshooting steps—again, without success. Neither HP nor Microsoft is taking responsibility for the problem, and Intel’s responses so far have been evasive, offering generic troubleshooting steps that are readily available on AI chatbots.

Users like HBegaki and many others have been actively seeking a proper fix, but instead of addressing the root cause, Intel has been diverting the conversation with ineffective solutions. This is unacceptable. It is hard to believe that a company like Intel cannot resolve an issue that has persisted for months. we are simply requesting a concrete solution to a problem affecting our daily use of Intel-powered devices.

My humble request is that Intel takes this matter seriously, engages directly with HP and Microsoft, and provides an accurate and permanent fix as soon as possible. The ongoing lack of accountability is frustrating for users who have invested in premium devices.

I look forward to a prompt and responsible response from Intel with a real solution, not another round of standard troubleshooting steps.

Thank you. 

[HBegaki]

Dear Maulik16 and Intel Team,

Last week I made a long conversation with HP. They first took a remote access and could not solve the problem. After HP Customer Relationship Department called me and they did request from me a video which shows the problem, in order to send the service center technician to check.

Here is the translation from the technician in authorized service center from HP Turkey :

"I watched the video sent by the customer and checked the feedback he shared.

When I checked on Wise specifically for the product, there is no known problem based on the complaints sent by the customer, but the customer seems to be experiencing a software problem originating from Windows.

Even if we take the product to service, the process we can do is to perform a factory installation with RCD and update its drivers, but according to the customer's comment, the product will continue to experience this problem when it receives a Windows update. Therefore, remote diagnosis support can be provided via the call center without taking the product to service, and HP senior engineering unit comments can be received via QRP or Elevation record based on the complaint stated by the customer. Depending on the response from engineering, the product can be directed to service if necessary."

It is very interesting, although so many people are complaining for this problem, there is still no known  problem in WISE from HP until now. On the other hand  HP senior engineering could  not solve the problem and they did not take QRP or Elevation record.

This message shows also that INTEL should not wait anymore and contact with HP and Microsoft in order to solve this issue ASAP!!

Hope INTEL will see these messages soon and react quickly. Because we are waiting  a problem solution for premium laptop powered 100% with INTEL  devices since 3,5 months.

Thank you.

[Maulik16]

Hi Begaki, 

Nice to hear that HP contacted you and attempted to solve the issue.

When I spoke to HP customer service, they also performed the same standard troubleshooting steps on my laptop, but unfortunately, the problem remained unresolved. It is very disappointing that despite so many users reporting this issue for months, there is still no official acknowledgment from HP, Intel, or Microsoft.

I strongly believe that Intel, HP, and Microsoft must take this problem seriously and work together on a proper solution. This is not an isolated case, and a premium laptop powered entirely by Intel devices should not have such persistent issues without a resolution.

I hope Intel sees these messages soon and takes immediate action to address this matter. We have been waiting for a fix for over 3.5 months, and it's time for a definitive solution.

[HBegaki]

Dear Maulik16,

First of all thank you very much for your message.

I strongly also believe, that HP, INTEL and Microsoft should work together to find a solution for this issue, which stay unsolved since November 2024.

Even if INTEL would find the reason of this problem and solve it, this can not be done without a cooperation work  at least with HP. And also at the end the update, which will solve the issue, should come from HP and Microsoft to our laptops, not from INTEL.

Therefore I did warn INTEL a lot of times, that they should work with HP and Microsoft together, in order to solve the issue.

Yesterday night I did make a chat with INTEL, where they still insists to not anwer my messages in this community. They told me that the issue is still in invastigation. I can not understand that a company like INTEL did not contact with HP and Microsoft to speed up the process until now. For a premium laptop like this, it is not acceptable.

Hope they will see our messages here and find the solution ASAP.

[HBegaki]

Dear Maulik16,

Today I did receive an e-mail from HP Customer Service, which I would like to share with you :

"Dear Begaki, If you deliver the device to the service when you are available, the necessary tests for your problem will be provided. I understand the issue, but I am informing you in line with the instructions. The technical unit states that it cannot transfer the issue to upper engineering without performing a reset (means re-installation windows and come back to factory settings) .  If we do QRP or Elevation without doing this step, it may cause a return from HP."

Because without doing a reset, they say they can not do QRP and Elelvation (I do not know what these means), so that the issue can be transfered to upper engineering. I would like to ask to you, either you did also follow these steps with HP or not ? Is it worth to reset the laptop for a small problem like this and maybe loose some of your data? 

Your comments for this will be highly appreciated.

Thank you.

[Maulik16]

Hi Begaki

Thank you for sharing the email from HP Customer Service.

The process they are suggesting has already been done for my laptop. However, after getting my laptop back, the same problem occurred the very next day. In short, I did not get a proper solution.

When I called HP again, they simply asked me to send the laptop back for further inspection. They did not mention anything about the QRP or Elevation process. I am not sure how effective this process would be, but based on my experience, a clean installation alone did not resolve the issue.

If you do not have much data on your laptop, then it might be fine to proceed with a clean installation once. Personally, I have not yet transferred my data due to this ongoing issue.

Please keep me updated if you decide to go ahead with the advised process.

[HBegaki]

Dear Maulik16,

HP in Turkey told me that QRP and Elevation should be done (these are as far as I understood two records), so that the issue can be transfered to the upper engineering department. These to procedures should be done online from HP Customer Department, not in the Service center, so that the issue can be transfered to the upper enginnering department from HP.

HP here told me also that without these records they can not forward the issue to upper engineering. And these two records have to be done after factory reset. That is why maybe they do not have this issue in their platform yet. 

Did you ask HP Customer Department to forward the issue to upper engineering department (high engineering level), so that they can check deeply?

You can tell HP Customer department on the phone to transfer the issue to higher engineering, and if they need QRP and Elevation records, your laptop already factory resetted and the issue still exists.

Because as far as I understand, without these two records they can not forward the issue and it will stay on the air. 

As your laptop already have been set in factory mode, there is also no problem for them to make those records (if needed) and forward the issue to upper engineering.

Please try this step and let me know for their information.

Thank you.

[HBegaki]

Hello INTEL Team,

Is there any new development regarding this issue? How long we have to wait more until the issue is resolved?

[NormanS_Intel]

Hello HBegaki,

I understand your frustration with the delay in receiving a response, and I sincerely apologize for the long wait. I want to assure you that we are thoroughly investigating this issue. Despite conducting several tests, we have been unable to reproduce the problem. When selecting any of the scaling options, such as 175%, and rebooting the device, the system maintains the selected scaling percentage. We also tested scenarios like closing the lid and putting the system to sleep, and no issues were observed.

For situations like this, we recommend installing the HP graphics driver version 32.0.101.5768 if the issue persists. Additionally, we suggest reaching out to HP for further assistance, as this is an OEM device. While we are committed to helping you with general troubleshooting steps, please understand that your device manufacturer may have made specific alterations, customizations, or changes to some components for better compatibility with your system. If the problem continues, contacting the Original Equipment Manufacturer will be necessary for a more tailored solution.

Best regards,

Norman S.

Intel Customer Support Engineer