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

[HBegaki]

Dear Norman S.,

Please find attached the video, which shows the problem.

A lot of users have this problem for the time being (explanation in video is in Turkish, but you can see the problem).

Please contact with HP and Microsoft ASAP, and try to solve the problem together.

A lot of people like me waiting for the solution since 4 months.

Thank you.

[Maulik16]

Hi Helmi,

thank you for sharing the solution. 

I'm writing to intel that while disabling the fast startup option resolves the issue temporarily, it is not a definitive solution. Intel must take this matter seriously and work towards a permanent fix. This is a technical bug, not a complex challenge like launching a space mission. A solution should have been provided by now.

I strongly urge Intel to investigate this issue further and collaborate with HP and Microsoft to ensure the graphics driver is fully compatible with the latest Windows 24H2 update. Since this problem directly affects HP devices, it is crucial that all relevant parties coordinate to resolve it effectively.

Users have been requesting a fix for a long time, yet no official solution has been released. We request Intel to address this issue as a priority and provide an update as soon as possible.

Looking forward to your prompt response.

Best regards, 
Maulik

[HBegaki]

Dear Maulik,

Thank you very much for your efforts.

Did you contact also with HP and try what I did suggest to you dated on 27.02.2025 ?

Thank you in advance.

Best Regards,

Hilmi

[NormanS_Intel]

Hello HBegaki,

Thank you for your patience. After conducting a thorough investigation and reviewing all available resources, we were unable to fully replicate the issue. Given that this problem occurs with different drivers (both OEM and Intel), we recommend reaching out to HP for a solution. Since OEM drivers are also affected, it seems to be an HP-specific issue, as they modify the Intel driver to suit their hardware.

If a clean OS with OEM drivers is experiencing this issue, it is crucial for HP to address it. Their driver team can collaborate with Intel through the OEM channel to work on a resolution. I understand this may not be the answer you were hoping for, and I empathize with your situation. We've exhausted all possible steps and resources, and the most effective course of action now is to seek further assistance from HP.

I apologize for any inconvenience this may cause. I will be closing this inquiry, but if you need further assistance, please feel free to submit a new question, as this thread will no longer be monitored.

Best regards,

Norman S.

Intel Customer Support Engineer

[HBegaki]

Hello Norman S.,

I did contact with HP like other users and here with their answer :

"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."

Other user, like Maulik, they did also bring their laptops to HP service center, and even after factory reset they are facing the problem.

For this reason, I insist that you have to contact with HP and Microsoft ASAP, and work together to solve the issue.

Thank you in advance.

Best Reagrds,