Grey Screen

Hi i hope somebody could help me,im not very tech minded however i am more than confident with getting my hands dirty but before i do i dont want to do anything without being sure im touching the right areas.

I have a Alienware mx17R2 with 2 5870gpu's
I have been getting a grey screen on and off now for a few months,it will happen while playing games and on a few occasions when browsing the web.

I have read it could be the gpu's and have also read it is the screen so naturally i dont want to fork out for something i cant be sure on.

Im not sure on what info is helpful but i can post up anything that may be useful(may need guidance where to find)

Finally this week the laptop has given up and now can't get rid off the grey screen.Before it would either come back after shutting the lid or worst case a restart.
I have connected via a hdmi cable the laptop to the tv just for testing purposes and seems to be working fine.
Screen or gpu? Screen make obvious sense to me but as i have said i've read it could be the gpu's (would both die together?)

Anyway any help would be greatly appreciated
Thanks in advance

 

Most likely the GPU...

Since you have crossfire, unplug the CF cable from the left one and remove the right one from the laptop.

If the problem persists, remove the left one, swap heatsinks and try the right one in the left slot.

If you still have the grey screen, you will most likely have to replace the Screen.

 

Thanks for your reply :thumbsup:
I have had a look around on how to remove/swap the gpu's looks fairly simple.
By the looks of things i can disconnect the right one without issue but if i need to swap them over inc heatsinks should i wait and get some thermal paste and pads beforehand?
If so is there any recommended paste and pads i should get?

Edit:
I have removed the right one so far no difference,i have again connected to the tv all seems to be working fine while im typing this,1 thing i have noticed i dont see anything on tv until i get to windows login i guess this has nothing to do with my issue but thought i would mention just in case.
I will wait for a answer on the paste and pads before swapping them over.

Also i see something about checking the ribbon for the screen,im wondering is it the 2 cable between the gpu's or is this something behind the lcd panel itself and is it worth looking at?

Thanks again

2nd edit: after the last edit while still connected to the tv about 10-15mins after the display on the laptop has suddenly started working?

also just downloaded techpowerup again dont know how useful this is but here goes anyway.
Note just the left gpu connected

 

Still after some help

 

You can swap the heatsinks and keep the same thermal pads, just be carefull when removing the heatsink so you don't damage the stock ones or the cards (If you haven't done this before they will be pretty glued together by the thermal pads...

As for thermal paste, you will need to get some, or your cards won't be properly cooled wich can cause thermal shutdown...
but just to test if the secondary card shows gray screen too, you can just put the right card wihout heatsink on in the left slot, turn on the laptop to check if the screen works and then shutdown (30 seconds max)...

If you don't get gray screen your primary gpu is faulty. Swap heatsink and use the secondary card in primary slot. If you need CF, search for another 5870M, otherwise you will do fine with just one

The screen cable != crossfire cable, the screen cable is a wide blue one, above the CF cable, i've marked it in the picture. (sorry for the bad quality, got it off the internet), you can try to reseat it if nothing else works, but i don't believe this is a cable issue. :/
be carefull when reseating it, you have to lift up the clip to release the connector.

 

I still have just the left gpu in and apart from the 1st 15mins where i still had a grey screen it now seems to be working fine.
I did remove the cable for the screen just to clear away any dust etc and im pleased i dont have to pull the screen apart thanks for clearing that up.
I think i will get some paste and maybe pads before swapping over as i will only have to replace after anyway so may as well get the gear first.
Thanks for your help its very much appreciated and i will update after i try the other gpu.
:thumbsup:

 

The last time I witnessed a gray screen, the cable was the culprit. Not the GPU itself.

 

Cable, the GPU seems fine as you are able to display HDMI output to TV just fine.

 

Thanks for your reply i will still swap the gpu's around,seems worthwhile to eliminate them if nothing else plus seems like a good idea while im at it to repaste them as i have never done it.

Regarding the lead have you any advice on my next move?i have give them a little clean up but not touched anything behind the screen itself,but is it worth thinking about replacing and if so can i buy them easily

Thanks

 

Your next move? Well, buy a new cable. :thumbsup:

Alienware NVIDIA Video Card M17x R1 R2 Crossfire Cable Cable Wanshih | eBay

It's only like $30 and a hell of a lot cheaper than replacing a GPU. We'll cross that bridge when we get there.

 

Im glad i asked lol i have been looking for a lcd cable i found 1 fairly cheap but shipping to the uk was $150.I can get the whole display for cheaper.

I will have a look around for a crossfire cable the link you posted wont deliver to the uk however i can now get on the hunt and will replace.

Thanks Dre i appreciate your help :thumbsup:

 

No problem. I'd also make sure you purchase from someone that accepts returns, just in case it's not the solution.

 

Well in my case with the gray screen it was the GPU that was causing it. And it was able to run anything on external screen wihout issue.
Laptop screen was 90% of the time gray, 1% of the time blinking red/green/blue/black/white and 9% of the time it was actually working.
I swaped entire screen assemby and it didn't help... i changed the GPU and the issue was resolved immediately.

But anyway it's always better to try every option before rushing into purchasing something that my not be even needed

 

I have had them blinking lights once very briefly which i totally forgot about tbh,also with the grey screen sometimes it would get lighter starting at the bottom before spreading across the whole screen.Stuff i probably should of mentioned but forgot in the stress off it all
Anyway
I have ordered paste,pads and CF lead so i figured rather than doing the lot and trying it all at once i would 1st start by testing the other gpu before reconnecting the old CF cable.im hoping if nothing else a process of elimination will point me in the right direction to what is causing the issue.
Still with only the left gpu connected (apart from the 1st 15mins) i have had no issues with the grey screen,i haven't really tested with any games apart from loading a couple up before closing them back down.
I thank all of you for your assistance without it i dont know what i would do :thumbsup:
Hoping the gear will pop through the door in the next couple of days so will update this thread with how its going

 

The only possible explanation that would explain this, is if you had SLI and one of the GPU's allowed you to use an external display and the other did not.

Other than that, what you described doesn't make any sense, diagnostically. If an external display is working perfectly fine but the internal display is not, then the GPU is functional. Either a driver is corrupted or a cable is faulty, but what you described is practically impossible.

 

Nope i had only 1 card, and i'm not the only one, there are a lot of others having the 5870M's fail on them on the exact same way...

Sorry to burst your bubble, but it is possibile, it happens a lot on 5870M's and on some other models too, never saw that happen on nVidia tho...

 

You had one GPU, the external monitors worked but the laptop's didn't, and you replaced the GPU and both started working. That doesn't make any sense. If that's the case, I guess AMD is just weird like that. I've diagnosed dozens laptops and have never seen that before.

The other possibility is that the connection was just loose, and when you replaced the GPU, you basically tightened it back up again. So, the GPU replacement wasn't necessary.

 

It was, i've tried te card in a M15X and it was doing the same thing, reseating the GPU was one of the first things i've tried trust me ....
It's the GPU, it starts going crazy, and it working normally for some on low temperatures (50°C or below) and for some it works normally when it heats up (over 60°C)... you can search NBR forums, there are atleast a couple of threads with people having this exact issue.

 

Not worth my time to search for something like that. I suppose the old AMD card's are just different. 99% of the diagnosed systems I've experienced (dozens) with gray screens have all needed new cables or had software issues. Never was a GPU replacement necessary. Heat was an issue as well, but that was easily taken care of.

At least you got it fixed. :thumbsup: I hope the OP doesn't need a new GPU. That will be pricey, but doable. If he does, he should go for the 680M or 780M.

 

Hi a little update the bits and bobs have come so i figured i would do this in stages

For a few days now i have been running with just the left gpu.In that time i haven't seen the grey screen once apart from the 1st 15mins.
Today i have removed the left gpu and swapped it for the other gpu to test.I repasted and replace the pads on the gpu and am now up up running with just that card.So far all looks good no grey screen yet with this card so will run it a day or 2 and see how it goes before connecting them both back up.


Got a question though this is the info on the left card which was running over the last week.

This is from the right gpu which i put into today.


What im curious to know is why the clock speed and gpu memory clock are so different between the card and does it matter?

Left gpu
GPU core clock speed 405.0 mh
GPU memory clock 1000mhz
Right gpu
GPU core clock speed 100.0 mh
GPU memory clock 150mhz

 

The cards change clocks depending on how they're loaded.. It's not constant...

 

You had external monitor plugged in when taking the SS of the first GPU, it automatically runs minimally at 405/1000 if external screen is connected. If you are using just internal screen it can idle to 100/150.

I thought so that one of the gpu's was causing the issue... and when in cf the issue becomes even bigger problem. Glad you've got it solved

 

Ah cool so nothing to worry about and yes your right i did screenshot while using an external tv.

Im not quite done yet still only running with just 1 card,i didn't want to chuck it all in at once just in case i still get the issue giving me no idea whats caused it.
I figured i would see how this card runs tonight then if all good tomorrow i will hook them both up with the new CF lead.
Fingers crossed :thumbsup:

 

I hope it works. I'm fairly certain it will. Did you order from the link I provided? If so, it could be a good reference for others.

 

UPDATE:

Not good news

So over the last week i have tried both gpu cards one at at time in the left slot(master) and everything seems to be ok.
left card in master slot = working
right card in master slot = working

Today i reconnected both with a new CF lead turn on and black screen like it had no power at all.

So going back over everything again

Only left card in = working
left and right card = black screen

next i done a couple of things that i probably shouldn't of done but on the plus side i think it may lead me to an answer?

left card in right card in cf disconnected = black screen
left card in right card out cf disconnected = working
left card in right card out CF connected = working

when the card is inserted into the right slot im getting issues so with everything i've tested, its either something with the connection or something else?
Im expecting to hear something i don't want to but i guess it may lead to a solution to my issue

 

That's actually good news, in a way. We now have a new symptom.

When Crossfire is enabled you get a Black Screen? That's most likely a driver issue.

 

oh really i do hope so
so would this be a graphics driver or could it be 1 of many?sorry i have very little knowledge with computers

And to note its when the gpu was inserted into the right slot with or without cf connected

 

Just the graphics driver.

How-To Install AMD Catalyst™ Drivers For A Windows® Based System

Hopefully this works. Because if it doesn't, then we're looking at other possible hardware issues like the motherboard.

 

Thank you so much i will check this
I'll update this thread once done :thumbsup:

 

I followed the instructions in the link you gave me i did auto detect and installed amd catalyst control center with driver
after install switched off inserted right card with cf,turned on and black screen again.
then i swapped the cf leads again trying the old one with the same results

I have just noticed though now in amd catalyst control center in the power options i dont see any crossfire option,.Is this because i only have the one card in?
Also with both card connected the external display is not working and im pretty sure when i tried that last week it was working fine on tv with just the left card.
The cards are also now not in there original place i dont know if this makes any difference or not but thought i would add.

 

Looks like your right AMD card is dead. AMD cards are known to fail.

I suggest you grab two 7970M's off eBay. They will perform 4x faster than your current GPU's. The best route is 680M SLI, but it's also more expensive.

 

I will have another look tomorrow with a fresh head.

The right card has been working all week when placed in the left slot tho?,unless i've damaged it.I have plenty of paste still so can test it again in the left slot and if works try the other card in the right

If it is dead then it will have to wait a while,kids and xmas come 1st

 

I'm so confused with all this left and right chat, LOL.

If both work in the left side only, then the motherboard is probably bad. I was just hoping it was the cable or a driver issue.

 

sorry lol im just trying to give as much info as possible which probably hasn't helped.

I will try the right slot out tomorrow,i hadn't already because the other guy helping said use the left side(master)

Thanks though i really do appreciate your time and help

 

What do you mean by the third option?... if both cards work in left slot wihout problems, i'd use some canned air, to clean the contacts of the right motherboard MXM connector, you might have a speck of dust in there...

And what do you mean by black screen? you see the BIOS Post screen, or is it black the entire time?

 

Swapping them over is not an issue, unles the faulty one (even just a little defect) goes in the secondary slot, in that case you will get black screen and no boot, it would be also great if you could tell if the system posts and boots to windows or not at all.

Test the one that you are using on the right side ATM in the left side, if it gives you gray screen or any othe issue i most likely won't work unless it's in master slot...

I don't see the point in testing with a card in right slot only, as the laptop will just spit out an video card error.
If you use a single card, it can only be in the left slot.

 

I want to see if it recognizes it. He should put both in and check.

 

It won't recognize it, if there isn't a card present in the left slot i won't post no matter what. That's how R2 works, maybe the m18x works differently, but we are stuck with the left slot for testing single cards.

As i said, clear the mxm connectors, and retry both cards... if it doesn't work, swap the currently right one to the left slot again, it might have got damaged... if it doesn't post there is your problem.

 

He said they both work on the left side. So, it must be the motherboard if it's not the cable or driver.

Hopefully he's done everything properly. Otherwise, it could just be a mistake.

 

Hi guys i haven't done anything else yet been a little busy

With both cards in i get a black screen i dont really know what the laptop is doing at this point but once turned on i hear the laptop start up (fans etc)then after a few mins it sounds like it all shuts down. (Get nothing via hdmi)

I will swap them back over check that i have done everything correctly and get back to you.Atm its just about having the free time to get this done (bit hectic atm with xmas and all)

The mxm connectors is this the connector that the cards slot into?if so whats the best way to clean that?I have wipes will that be good enough

Im pretty confident i have done everything right and i am expecting to see the other card working in the left slot but i will check over everything again so im kinda expecting to find out its the motherboard

If it does turn out to be the mother board it looks to be cheaper than replacing the cards assuming im looking at the right thing For Dell Alienware M17x R2 Intel Motherboard 14M8C 014M8C CN 014M8C Test OK 100 | eBay

 

Well if you don't hear anything it could be possibile that your laptop doesn't even post... do you get any LED error codes?

Yes, that's the one... just blow some air on the contacts, nothing too extreme, we don't want to ruin the connectors, don't wipe it, it could cause static electricity and kill your mobo.

I don't know... if you will have any king of graphical error, no video at all or a gray screen it's the gpu... never heard of secondary mxm slot going bad...

I'd reccomend taking this one in case it turns out to be the motherboard: Dell Alienware M17x R2 Intel Motherboard 14M8C 014M8C CN 014M8C Free Shipping OK | eBay

 

I didn't know about led error codes so just searched it up.
Its something i cant remember, if i was aware at the time i would have made a note of it.
So i will add it to the to do list and it will probably make sense doing that before swapping things back over.
Thanks again