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 your response. I understand that you may not feel confident in performing the troubleshooting steps we've shared. Please know that we have tried to replicate the issue on our end and recognize that it could be a compatibility issue. 

To help us further isolate and address the issue effectively, it is crucial to perform the steps provided. If you're not confident, you may ask someone else to perform the steps on your behalf.

I appreciate your understanding and cooperation.

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

Did you check the information sent to you from Bossl? (see message on 01-04-2025 above)

As this is exactly same problem please check carefully this message and find the solution with HP and Microsoft together quickly.

You have all data from Bossl; screenshot and txt file and please try to be more constructive.

Please check them ASAP.

Thank you in advance.

[RobbieR_Intel]

Hello HBegaki,

Thank you for your message. I sincerely appreciate your patience while we work towards a resolution.

Given the similarity to the case mentioned from Bossl, I will review all the data, including the screenshot and text files, to ensure we are aligned on the details.

Rest assured that I will provide updates as soon as we have additional information. I sincerely thank you for your patience and understanding.

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

Thank you very much for your kind interest to this issue and helping us.

I did make a phone call today with HP (Turkey) about this issue and they told me they will inform HP headquarters for this problem ASAP.

Please contact with HP team also, so that you can find in a short time a solution for this issue.

Your team should ceate a new driver which solve this problem; and after HP and Microsfot should release this update.

Thank you very much in advance.

Best Regards.

[HBegaki]

Dear Robbie,

Is there any news for the solution ? When we can expect that HP will release a new update?

Today there was new updates from Microsoft, but I think it was not linked to this issue, because after update the problem still exists.

Waiting for your news.

Thank you in advance.

[RobbieR_Intel]

Hello HBegaki,

Upon checking, the steps 0-3 that were shared before does not require intensive troubleshooting.

0. Make sure that all default Windows updates are installed.

1. Download latest Intel graphics drivers

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

3. 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.

This is to just check if there are errors on the system. Please try to do the said steps so that we may acquire additional information regarding the issue being encountered.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

As I did inform you also before; I am not software friendly and I do not also want to do that, to hurt the system more.

Please check again your message to me on 01-10-2025.

Please contact with HP and Microsoft and check this problem together; we did already inform them for this issue.

I do not want to install any driver update before HP will approve and release it.

A lot of people is complaining for this problem, please check again the web links that I sent to you before and see the latest informations.

It is more then 2 months that we have using our laptops with this problem and we are using your graphic cards in them.

I know that a lot of people also contacted with INTEL for this issue and we are loosing time.

Thank you in advance.

Waiting for your solution and for HP driver update.

Thank you in advance.

[Bossl]

Hello,

Sorry for my English.

This is my experience:

Installed latest Windows Update, Latest update from HP Support Assistant, From Microsoft store, nothing helped.

Downloaded and installed  Intel® Graphics Driver 32.0.101.6303, not helped.

Downloaded DDU and executed in Windows Safe mode, cleared GPU drivers. Again install  Intel® Graphics Driver 32.0.101.6303 with clean install option, not helped.

DISM and SCF no errors see in (pic #1), not helped.

Try to found differences and errors in Event Viewer  whet boot with Fast Startup and without.

Try use custom scaling. not helped.

Change windows theme, mouse cursor theme, mouse cursor size, lock mouse cursosr via Group Policy and Registry, not helped.

Resolve Intel WiFi 7 BE200 drivers issue, not helped for graphics issue.

Only One, Fast Startup disabling Solves the problem.

But if I need to get back issue i do next steps:

Enable Fast Startup -> Restart PC -> Shutdown PC -> Bootup PC and issue came back.

A few more of my thoughts and observations:

If I change scaling parameter in windows settings, change everything in same direction (icons sizes, text sizes, mouse cursor size)

In issue mouse cursor huge, some icons normal size, some small, text size normal.

Maybe problem is in BIOS/UEFI?

 Thank You.

P.S. Pic. #2 Yellow arrows - normal size, Red arrows - small size, Orange - Huge mouse cursor. 

[Bossl]

Hello,

I'm not sure, but...

Until yesterday when I turned on 'Fast Startup' the issue would come back.
But yesterday I did two things:
1. In the BIOS settings I selected 'Load defaults and save' (although I hadn't changed anything in bios), it didn't help.
2. Then I downloaded the BIOS update from HP support page. Although the version was the same as the one installed on the computer, I still performed the update and after this step the problem with the mouse cursor size disappeared.
I tried to turn off and on 'Fast Startup' several times, the problem did not come back.

All the other steps (changing drivers, DDU, DISM, SFC, Scaling settings, etc.) did not give results.

[HBegaki]

Hello Bossl,

Can you please tell me step by step, what I have to do to fix the issue?

As I understand, I have to download the BIOS update from HP support web page, and then do the update, is that correct?

Because when I check from HP support utility, there is no update available.

Awaiting your kind information.

[Bossl]

This is a risky operation, so if you are not experienced in this, do not do it yourself, ask for help or wait for Intel's response.

[RobbieR_Intel]

Hello HBegaki,

Thank you for your response. I completely understand your concerns and your preference to wait for an HP-approved driver update before proceeding with any troubleshooting steps.

At this point, it would be best to wait for HP to release a verified driver update that addresses the problem.

If there's anything further that I can assist you with in the meantime, please let me know. 

Best Regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Dear Robbie,

Yes, but it would be better that you contact with HP, in order to work together for the best driver, which will solve the issue.

Did you contact with HP already and start for the solution of the issue?

[RobbieR_Intel]

Hello HBegaki,

Thank you for your response and for sharing your thoughts regarding this matter. At this stage, I have noted your feedback as we continue monitoring for updates or resolution from HP. 

Best regards,

Robbie R.

Intel Customer Support Technician

[HBegaki]

Hello Robbie,

Is it possible to answer my question, did you contact already with HP and also Microsoft for this annoying issue? We are waiting for the solution since 2-3 months and a lot of people having this issue still like me and complaining. I do not understand why a company like INTEL is not taking this serious.

I have another laptop from HUAWEI using AMD graphich card which has no problem after 24H2 update. It seems your drivers has a lot of incompatibility issues with 24H2 update  like this we have, and this must be solved now ASAP.

You can not sit and monitor only the updates from HP, you have to take action immediately and this can be solved only during your cooperation with HP and Microsoft together.

As I also did inform you before, please contact with HP and Microsoft today for this issue if you did not this until now. Please find together with them the reason of this problem and necessary updates, so that we can get them ASAP.

Thank you again for your kind help.

Best Regards.

[HBegaki]

Dear Robbie,

As I did inform you  several times, did you contact with HP and Microsoft to solve this issue with your driver together?

Can you give us an update? We are still waiting for the solution since several months.

When we can expect for the solution of the problem?

Best Regards,

[HBegaki]

Dear Robbie,

Could you please so kind and give us information?

[NormanS_Intel]

Hello HBegaki,

I completely understand your need for a resolution and an update on the issue you're experiencing. I wanted to let you know that we are still investigating the matter. Rest assured, we are continuing our investigation and will keep you informed of any progress.

I apologize for any inconvenience this may cause.

Best regards,

Norman S.

Intel Customer Support Engineer

[HBegaki]

Dear Norman,

Thank you for your information.

Please contact with HP and Microsoft to invastigate this issue together and accelarate the process, in order to find a solution with an update in a short time.

Please take in to consideration again, that disabling the fast-start feature in Windows is solving issue. We did not have any problem regarding scaling in 23H2; so that means it can be a problem between fast-start in 24H2 and loading your graphich driver for the laptop.

Hope you can find a solution with HP and Microsoft soon for this problem. Waiting for your kind information.

Best Regards.

---

[HBegaki]

Dear INTEL team,

Just to inform you, after installing KB5050094, which received for me yesterday in Microsoft Update, the problem still exists.

Still have to disable fast-start in Windows 24H2 settings, in order not have the issue.

[HBegaki]

Dear Norman,

When we can expect to receive information from you?

Did you contact with HP at least for this matter, to find a solution together?

When we can expect the solution of this issue?

Thank you in advance.