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Hi everybody!
BEFORE READING THIS, IF YOU THINK ITS TOO LONG, PLEASE SEE THE POST BENEATH THIS ONE, ITS A SHORTER DESCRIPTION OF THE PROBLEM, THANKS!
I'm in a real meads right now. About a month and a half back, my m17x r3 (3D 120hz, 16gb ram gtx 580m) started having a weird issue. When I pressed the power button, the lights would come on and everything appeared to be starting except for the screen which showed random static lines the king you'd get on old VCRs when the tape was of a bad quality. It usually happened right after I would travel with my laptop in my backpack. The only solution that actually worked was giving the laptop a smack on the side. A few hits later, the screen came back on. This happened 2 times. The issue has not repeated itself over the past month and everything was running smoothly until today.
I don't usually shutdown the laptop and use the sleep function so that it starts up quicker. Before putting the laptop to sleep, I was trying to get 2 mice to work using a sega emulator (supermodel 3). To get it to work, I installed another USB mouse and then disabled the synaptics trackpad. It asked me to restart so that the changes could take effect and I chose to restart later but then I forgot and put the laptop to sleep. I realized my mistake immediately and tried to turn it on but the keyboard lights flashed on and then off. I tried to restart the laptop but I couldn't. After trying a couple of times, the laptop came on, windows loaded and after I logged on, I was prompted to restart the computer again. I clicked restart now and that's when everything went to hell.
I got up after selecting restart now and when I came back, the laptop was off. When I tried to turn it on again, nothing happened and I just heard a faint click. When I turned it over and tried pressing the power button, I realized that the faint click was both the fans starting and then stopping immediately. Usually when the system starts correctly, I hear the optical drive but now nothing. No lights, no sounds except for the fans starting and immediately shutting down. Once or twice, the fans ran for 3-4 seconds but that's the longest they ran.
I suspected the graphics card was the culprit because I remembered the funky screen problem from over a month ago. To narrow it down, it attached an external monitor and tried running it. No luck, no lights, just the fans running for a couple of seconds before dying.
I then took out the hard drives and the ram and tried starting it. No luck, same as above. Then I replaced the ram and removed the graphics card. On pressing the power button, the screen lit up but remained blank and beeped (I think 8 times) after that, i removed the LCD ribbon from the port under the keyboard and plugged it into the other port for the integrated graphics card. I kept the nvidia card out of the system and tried to boot using the igfx. Nothing. Lights came on and 5 beeps. Pause and then 5 beeps again. This kept on going for some time.
Next I tried resetting the bios. This didn't work and didn't cause any change. Finally, I put the graphics card back in the laptop, and also one of my hard disks and tried booting it up, it worked! Sadly, once I shut it down and added the second hard disk, everything went back to as it was in the beginning. It's not the second hard disk as far as I know.
Once or twice, there were 5-8 beeps even with the nvidia card.
Now, here's the strange part. I connected an external display, and as soon as the laptop was powered on, i hit fn and f6 to switch to the external display and I saw a flash of some text. I did this a couple of times and realized it was something about intel smart storage or something that was about the raid configuration of the hard drives. When I pressed Ctrl and I to get to the setup, the external display showed the screen perfectly while the laptop screen was blank. Also, the external display was showing a cursor sometimes during the 8 beeps. So anyways, I can get that one screen, the intel smart storage screen, to display on the external display which means that the onboard graphics card is definitely working.
I'm in warranty but there is some very critical data that I need to get out of this machine before I send it in for servicing because who knows how long that might take.
Can someone PLEASE tell me how I can enable the integrated graphics controller in my M17x R3 with 120Hz 3D display? Is there a shortcut key or something, or do I have to unplugs the LCD ribbon completely? Anything at all would be helpful at this stage. I know that the integrated graphics card is working but for some reason the laptop tries to switch to the discrete graphics card before POST. Even when the nvidia is not there. If I can make it stick with the integrated graphics card, I'll be fine.
I'm sorry that the post is too long so I'll make a smaller more concise post below.
Thanks,
Mak.
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Oops. Forgot to upload the image I was talking about. I'm doing this on my phone so it's kinda difficult.
I'm using tapatalk to I'm sorry if the image is not oriented the right way. In the picture you can see the reason I still have hope for my laptop. I'm holding the 580m in my hand and you can clearly see that there is no discrete graphics card in the mxm slot in the laptop, yet the Intel reaps storage technology screen is showing up on the external display.
Clearly, this HAS to be the inboard gpu right? -
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Haha, found it.
Just to clarify, since it is confusing, what you are seeing is the (IRST) firmware writing directly to the display through standard vga calls. It has to support 120hz as well as 60hz otherwise the panel would not be able to display anything
. Since it precedes POST the display has yet to be tested.
How did it go with the pins? -
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It is there as it's now part of the CPU. Intel decided to corner the low level market by integrating. The R2 had an Nvidia iGPU. Once Intel did this OEM's no longer needed a separate GPU and Optimus/Enduro became much easier. Originally the intel GPU was not very powerful nor did it support things like Shader Model needed for games. The power of the iGPU has got better with each CPU iteration and now it can run older games with ease.
If you were to plug a 60hz panel into the correct MB port the iGPU would become visible.
Those pads are thermal transfer pads and help any memory chips on the underside to cool - although on examination it seems a little strange since it does not contact some sort of dissipation device. Maybe they provide a small amount of pressure on the socket for a better connection? Mine has one larg(ish) pad over much of the underside.
In the US you should get next working day, on site service. Just call early and follow their requests even if you have already tried something - smooths the process.
If you really wanted to speed things up you have worldwide phone support (and they will call you back if cost is an issue) so you could initiate a case that you can refer to when you get home.
Good luckTheMak likes this. -
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Sound's like it, although they should come to you to fix their mess up. Sounds like they used the wrong panel. Go into device manager and check the properties of the monitor to confirm. Mine is SEC5044:
Hopefully that will identify the panel for a call as Mr Angry
The 3D will not be working if they fitted a 1600x900 panel but maybe it is software related and the correct panel is in there
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Yeah, if they used the wrong panel only the other port was going to work. Someone really did a bad job on you. A 120hz display in the 60hz port would simply fail post and beep. It's not like this was an accident and someone just picked the wrong panel. Someone deliberately located a different cable to use a lower res panel. Make me mad, and I guess this was a chargeable repair (not warranty)?
I thought the plugs were not interchangeable but I'll watch for that in future.
What country are you in? I like to know where dell are not performing well, it happens everywhere but trends show up ....
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Thanks for pointing out that this might be deliberate. I never would have thought of that. This was a repair carried out under warranty. The plugs are indeed interchangeable as I found out when I was dealing with this problem the first time when I tried plugging the display into the 60Hz port. I'm in the USA. I'm going to be travelling again in 2 days and I just received the laptop today
This is making me really really mad! The worst part is that it's not just dell that have done this to me. My previous laptop was a HP DV6000 and it had graphics problems too. When I sent it in for repair, it came back worse than it went out.
Another problem I've seen with this new panel is that there seems to be some pretty severe light leakage in the middle of the screen. I can see a white spot when the computer is starting up and its also faintly visible whenever the screen in dark (eg. in a game or movie). The laptop also seems slower and sluggish overall.
So this is what I see before I press the powere button:
This is what I see right after pressing the power button before the IRST firmware screen and POST.
I'm going to call them up today and see what they can do about this. -
Mine is the same (generic...). Did you select Hardware ID's from the dropdown?
View attachment 114431
That looks like they have even managed to put in a faulty panel as well! In the US they should come to you next business day with all the parts and install. That is the warranty you have so don't accept any 'send it in' stuff without an argument. Even ask about a new replacement since you have been without a machine for so long and they still have not given you a working one. Probably a long shot but should at least get this panel problem fixed quickly.
See the thread in my sig link for experiences of dell warranty service
Edit: The on-site can be at any location you wish so can be arranged at a hotel or place-of-work, they just call you to confirm before setting off. I've done this a few times with dell in the USRobbo99999 likes this. -
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I believe so. In the US dell use Unisys as the local provider of repair services and they get the parts couriered to them directly - within 24 hours. Unisys offer the same service for HP as well and have the logistics to cope with NBD repairs. Dell have two 'outs' from this NBD on-site service promised by the warranty.
More than one part identified as a possible cause. This excuse is commonly used in low volume countries where on-site is expensive and may not be available outside of major cities.
Parts unavailability. You get an estimated timescale and you are entitled to ask for a replacement - but this can be legitimately refused. You'd be into arguing what is a 'reasonable' time to wait, but since you have already had down-time and a failed repair this wait should NOT be - 'waiting for parts' (IMO).
If you ask for consideration for a replacement the engineer should escalate the request for a supervisor to evaluate. I've done this and the approval came on the same call - with a 10 min wait
Good luck.TheMak likes this. -
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Yep, sounds like the best balance for getting what you need. The only drawback via email is that it is far easier to refuse. I like them to hear the desperation in my voice and refuse me kind of face to face. Much more difficult for them if you have been polite and non-abrasive.
One thing to remember is that dell always have the option (it's in all the T's&C's) to use refurbished parts. Taken to it's logical conclusion a replacement can be a refurb. Only in countries where it is illegal to use 'used' parts in warranty repairs can you guarantee a new model - even if they agree a replacement.
Like-for-like is a bit of a fluffy term when it comes to a legal definition. Dell tackle this grey area by agreement. If they find something they will offer it to you. If you disagree that it is good enough then you tell them and it goes into a dispute state - something they avoid since a black mark often goes against the decision maker. For a new build they try to get as close as possible and upgrade anything that is not directly replaceable - e.g I got a 1TB HDD to replace my 750Gb drive and the top-of-the-line CPU, probably because it was easier than trying to figure out which one to go for!
I had my R3/580m/3D, top of the range GPU, replaced with an R4/675m/3D. The 680m was now the top card but the 675m is exactly the same card as the 580m so I didn't think I had a valid argument. On the other hand I saw an M17xR2 owner get a new m18x with dual cards to replace his single card machine. His argument for 'like-for-like'; 'I am a developer and purchased this R2 machine specifically for its dual GPU card capability, and even though you are offering me a much more powerful machine it is NOT like-for-like. Dell agreed and since the 18x only comes with two cards now - big result!
If they offer a new build it will be with whatever GPU they offer on the 3D model but have a look at the outlet to see if they have any of your model/config. If they do then this will be offered first and you have no right to refuse in preference for a new one.
And watch out how they handle the warranty. In the UK you get a fresh 1 year warranty with a replacement on top of any remaining years, and you can extend to the max at a lower cost. In the US, from what I have seen, they just transfer any remaining warranty to the replacement. Something that I believe is illegal in the UK when replacing parts (not giving them their own warranty period?). Just ask if a replacement is offered so you know where you stand.
Fingers crossed for sure
Edit: Everything Robbo says as well :thumbsup:.... -
Update with BAD news: just got a call from a dell rep who said that the request for a replacement system has been approved but that it will be a refurbished system without 3D
You were right on the money Micky. I told the rep that the 3D was very important to me so she said that she would check for 2 days. Then she put me on hold for a couple of minutes and told me that they couldn't find a 3D screen either for my current laptop or in the refurbished line of the new alienware 17s and that she was no longer going to look for a 3D screen. She was also saying that she's going to finalize the replacement when I told her to look hard and find a 3D model since it was very very important to me that the laptop have 3D. She finally said that she would look for 3D in the refurbished line on the new 17s and call me back next week.
I also told her that the new 17s have the 3D option on the website but she replied saying that that's only for the new laptops and not refurbished ones! What do you guys recommend I do? I REALLY don't want to lose the 3D!
Just think about it, I had a good laptop, it had 3D, something went wrong, I sent it in for repair and the laptop came back downgraded with some additional problems and no 3D, now, I'm being told that I can't get a 3D monitor that I paid for just because dell messed up!
All suggestions on how to deal with this are welcome. -
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And you should not have to accept this!
they are still penny pinching on this. Remind me, what country this is?
If they cannot supply even basic like-for-like, and 3D 120hz IS a basic requirement in your case, then they should offer you your original purchase price back or new. You should ask for escalation to the highest level in dell support for a final decision, before you refer to your local consumer rights organisation - hopefully you have one? In the US I have seen the BBB (Better Business Bureau) assist in cases of dispute. Just refuse to accept anything other than a substantially like-for-like, and that includes a superior 120hz display, as per their warranty agreement. A downgrade is not part of any of their T's and C's (that I have ever seen and I do look over a lot of this stuff).
As I think I mentioned an M17x R2 owner got an M18x simply because he had an SLi machine and the replacement (new 17) did not. Performance was not the issue, features was!
The new 17 thing might be to do with the removal of the 120hz model? I have not seen it on the UK site since the 880m was released - I assumed they have MORE 880m issues with these models? I asked them about it and was met with '120hz? Nope we don't do that'. ???
It has always been the case that once a replacement is approved then first they look for an outlet refurb. If it is not available then it's a new one. Simple. US users usually get a delay of a week or so while they hope to get a refurb. In a small country like the UK if it's not there when they first look then they go straight to new machine. Well, that's how it worked for me and others I have assisted.
All depending on your local laws though, if they can get away with poor service unfortunately they (like many international suppliers) will
Mantra: Stay strong, it will be worth it.
Edit: Just read Robbo's reply, yes, stick to the 120hz spec thing, too many people see 3D as a gimick that can be overlooked.
TheMak and Robbo99999 like this. -
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HELP! M17X R3 Is dead/dying
Discussion in 'Alienware 17 and M17x' started by TheMak, Jun 27, 2014.
