M17x-R2 never worked...

Hi all,

ok so, somebody might have already got the same problem(s) and came here to ask for help.
Well, I did a lot of research and didn't really find anything that correspond to my problem.

I am actually a student in High School, I bought an Alienware because I love video games and needed a computer to do some game design.

So I bought this Alienware M17x-R2 in November (Yeah I'm frustrated that the R3 just got released...), it took about a month before the computer got finally delivered.

First launch, no problem, I was about to freak out when I saw all the useless softwares Dell pre-installed on it, but I could handle it.

First thing I did, I've installed my favorite Anti-Virus (NOD32, 64-bit) and made sure there was no other Anti-Virus pre-installed before.
Then I updated the drivers, and then, started having fun (Installing 3DS Max, Photoshop, etc).

About two hours later, when doing some texturing on Photoshop, the computer froze.
I've been waiting for about 2 hours hoping it will "de-freeze", but nothing changed, I had no other choice than forcing the computer to shut down.
I've been waiting a little for the computer to cool down in case if it was because of the heat or something, then I turned it back on.
BIOS screen, no problem, Windows' loading screen, no problem, then...
Black screen, nothing happens, absolutely nothing.

Re-started the computer, choosing to boot in safe mode, no problem.
Watching quickly if I could fix any problem from the safe mode, nope.
Reboot and normal mode.
Black screen. Reboot, safe mode... Black screen !
Reboot, Windows completely disappeared from the hard drives.

I did a memory test, thinking there is an hardware problem : Nothing.

Time to format, then use the drivers in the CD.
First thing I've noticed : Almost none of the drivers are for my computer.
Easy example, in the CD, the drivers for the video card were for the ATI 48XX only.
My computer has an ATI 58XX...

As soon as I've installed the network drivers, I went on Dell's website to get the latest drivers and install them.
Later, when the computer was doing nothing special (I was just chatting with a friend, using AIM), the computer froze again, then I've got a BSOD.
I don't really need to explain what happens after that, the same than sooner.

I've called Alienware, saying the computer doesn't stop dying.
First reaction : Go on dell.com, download the latest drivers and install them in this order. *Enumerating the drivers*

What I did, obviously.
When I finished installing the last driver, it asked to reboot the computer.
As usual "Well, yeah, go on.", Windows shut down properly.
...But the computer was still on.
(Screen off, but lights on, fans on, the fans were even going faster and faster)
I've been waiting for an hour, still on, so I forced it to shut down, waited for the computer to cool down, then turned it back on.

Windows loaded successfully and showed the logging screen.
I type my password, press enter and...
BSOD.

Reboot in safe mode, windows work correctly, normal mode, as soon as I finished to type my password, little freeze of about 5 seconds, then BSOD.

(I took a picture of it with my phone but it was so bad quality that I decided to delete it, I'll take a new one as soon as I have something that takes better pictures)

Sometimes it was even freezing then throwing up the BSOD while I was just starting to type the password.

Still no problem in safe mode, but nothing to do.

So I did some research and found out that many M17x-R2 had a lot of freezing/crashing problems.

I've read stuff about ATI 58XX crossfire being fudged up (stories about A00 and A01 I don't get), Free Fall Sensor filing at doing what it should do, etc.

There was some solutions like :
-Getting out the RAM and make the computer run with only one of them.
-Updating the VBIOS (I can't, I need an empty USB key or a blank CD, I don't have one at school).
-Running a Memory Check to see if it's an hardware problem.
-Contacting Alienware and hoping they would be ok for a standard change.
(Maybe more solutions, I don't remember them all)

I don't know what to do, does anyone here have any advice, please ?

If you need more informations, please, ask.

Here is my configuration (as far as I know) :
Chipset : Intel® CoreTM i7 940XM (2.13GHz/8MB cache)
Operating System : Windows Seven Ultimate (64-Bit)
Memory : 8GB Dual Channel Memory (2x 4GB DDR3)
Graphic Card : 1024 (MB) ATI HD5870 Mobility Radeon (Crossfire)
Display : 17.0 inch WUXGA display (1920x1200)
Audio : Internal High-Definition 5.1 Surround Sound Audio
Hard Drive : 1TB RAID 0 (2x 500GB S-ATA (7200 RPM))
Optical Drive : Default (?)

Yes, it's RAID 0.

Thank you in advance. Have a nice day/evening.

 

Call Dell for service and or read here for what you need to do. It should help a lot.
http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

 

did you try the Vbios update for the 5870s? if you installed the latest drivers from dell and installed the 5870 drivers, you will have problems until you update the vbios.

 

Thanks for the link, I'll see that tomorrow with my advisor.

Oh, by the way, a detail that may be useful :
I am French, (International student in the USA) and I still don't have an American phone number, so I have to use my French number (hi taxes) or my advisor's phone (can almost never use it since we have class and all).

Edit : Mazdaspeed_6 -> I'll try to get an empty USB key or a Blank CD for the VBIOS, but right now I can't (except if you know a way to update the VBIOS without having to use an USB key of a blank CD).
Maybe tomorrow I'll be able to borrow somebody's USB key.

 

I will advise you to make it possible and call Dell if you're not comfortable with it.
Cheers

 

I had a similar problem. My new m17x system would constantly freeze from normal things like watching YouTube or reading online. I pinpointed that the problem for me might have something to do with downloading or the wireless card.

I spent 3 hours with technical support and did a VBIOS flash as well as downloading the latest drivers. The computer even froze when my technical support agent was controlling my computer remotely. The computer was essentially unusable because it would freeze every 15 minutes.

Try and call technical support and see what they say. I got Dell to build me a new system because these sorts of crashes within several days to several weeks is ridiculous.

 

Hi all,

thanks for your answers.
I've found a 1GB USB Key, so I'm going to try to update the VBIOS, but from what I understood in the topics about VBIOS, updating it only updates the primary graphic card, not the "slave" ne, when we have crossfire.
Is it true ?
I'm trying it anyway.

I was wondering if the softwares I am using can cause the problem too.
Here's a list :
-Autodesk 3DS Max 2011
-Autodesk Mudbox 2011
-Autodesk Sketchbook Pro 2011
-Adobe Master Collection CS5
-Steam (Lots of games, most of them are from VALVe)
-AIM
-Google Chrome
-NOD32
-Unreal Development Kit

Some plugins for 3DS Max, Mudbox and Photoshop.

I used to have VRay for 3DS Max but I don't want to (and can't) pay more and more for the updates, so it's an old version that is not compatible with the version 2011 of 3DS Max, so I don't install it since it's useless.

Knowing the only time it died when I was using one of these softwares is when I was texturing on Photoshop (the only softwares that were launched at this moment were AIM, Steam, NOD32, and obviously Photoshop), and when I was chatting with a friend on AIM (At this moment the only softwares that were installed were NOD32 and AIM).

Now that I've done the VBIOS (and BIOS by the way) update, I'm waiting to see if the problems are solved. If not, I'll call Dell.

But if you have new ideas, I'd be glad to hear them.

Thanks.

 

F8 at boot, get to system repair option. System restore back to before your problem started.
http://windows.microsoft.com/en-US/windows7/What-are-the-system-recovery-options-in-Windows-7#

 

If you are in the USA you can also try Dell online Chat for support

 

dave-p > I've already tried Dell's online chat.
They are asking for the Service Tag number.

When I give the service number that is on my Alienware computer, they say :
"Our records indicate that your service tag belongs to a system that was purchased outside the United States."

When I bought the computer, I was in my boarding school's room, in Maine, and I bought it through Alienware's website (The American one), which redirected me to Dell's store (The American one too, I triple checked when I bought the computer to avoid any "bad surprise").

So it sounds like "Hey, thanks for giving us $4500, now, get lost" for me.

I noticed that this Service Tag number doesn't work at all for downloading the drivers too. It says the number doesn't exist.

 

Use this link to manually flash your vid cards (both master = dev 0 and slave = dev 1)
M17x-R2 Wikia Forum • View topic - New 5870m Xfire vbios beta
Especially pay attention to this:
"At the Command Prompt, type in " atiflash -p 0 dellb0.rom” (without the quotes) to flash the master card.
Then after it has been flashed, type, “ atiflash –p 1 dellb1.rom” (without the quotes) to flash the secondary/slave card.
Once the flash process has completed, you may remove the USB key and reboot"

Also, after the flash I would do a dell recovery back to default.
Next, I would forget that they driver CD exists and just go to dell's website and dont put in a service tag ... just select laptop--->alienware M17x-R2 to get the list.
Then download all the drivers and save to a usb stick and if you have access to it, install a fresh copy of windows 7 64bith without any of the extra dell crapware.
If you can't do a fresh install, then just update all the drivers to the newer versions.

Hopefully this will get you going in the right direction.

D.

 

Wataseal,

Do not use any driver install sequence info from Dell's website(s), and do not use any drivers from the Resource DVD that came with the machine. All drivers, especially video cards and the Command Center application must come from the website; the Resource DVD will get you in trouble, as it is out-of-date. I understand that you may not be going through a wipe and rebuild again, but Dell does not give good info on drivers and the appropriate sequence on their website. This link covers that information, should you need it:

http://forum.notebookreview.com/ali...r2-full-detailed-description.html#post6978195

 

You need to get customer service on the phone to get this straightened out. Have you bank or credit card statement ready as it will have a transaction number on it. If its outside the US and no US support, return it.

 

Thats a bad generalized statement. If you have specific issues with specific instructions, list them. Most dont have these issues. Do not tell a tell tech if you do this. Otherwise you will get to spend some time uninstalling and reinstalling using their instructions! If you fail to follow Dells instructions for support, prepare for a headache on the phone. Thats when you get your purchase/support info straightened out.
When I started to have issues with the new one, I corrected the problem by installing drivers from the CD.
I understand trying to help, but dont make such a generalized statement without a disclaimer. Like if you have problems with Dells instructions use the alternate method listed here...
I am speaking from heartfelt first-hand experience.

 

I have already called Alienware tech when this task was undertaken and spoken with them, which I detail in those instructions, and they themselves have given other sequences that were never listed on Dell's webstes. Read my post, as all necessary disclaimers are present within it! I know what I am talking about, and the particular information in that post has been used successfully by myself and others.

 

I've been through dozens of clean OS driver installs and well, the guide VITW provided is spot on in most cases. I mean we have our own methods, like I prefer Chipset, Video, OSD, etc etc, command center. I do highly agree about not using the resource disc though...I've learned my lesson when I had my M15x.

 

It is a good article (-: .
But you have to be careful about generalized statements without disclaimers. My resource cd on my M17x R2 was invaluable a couple times. And during a marathon support call I was dumb enough to tell a tech I didnt read all the instructions on a video card install because I knew the card was bad. So I spent the next hour on the phone uninstalling and reinstalling drivers to follow protocol before they would send the replacement part. I even argued with a manager and told him "I know what I'm doing", and his reply was, follow our steps or we cant help you.

Back on topic: Wataseal, I hope you get your Dell # issue resolved. That would be a nightmare if you have a hardware failure on this expensive machine.

 

Hi all, sorry for the waiting time.

Thanks for the link and the advices.

Ok, so, I've updated the VBIOS and the BIOS (Apparently the VBIOS installed itself on both graphic cards).

For now, I have absolutely no problem.

I have installed (In the same order) : NOD32 (64-Bit), Google Chrome, AIM, Skype, Steam.

I've triple-checked Windows Update, made sure everything was good, then I've updated NOD32, then I've restarted the computer with every startup thing deactivated and made a Disk Cleaning then Defragmenting.

For now it's ok.

I'd better do a backup before doing anything else but I don't have a blank CD, I'll ask my advisor and/or my Computer Science teacher if I can borrow one.

But I bet it will ask way more than 4.7GB space so I'll need something like and external HDD... Can't buy one.
I'll probably have to sacrifice one of my two "software backup" USB key...

I don't want to risk to install 3DS Max and stuff because that's certainly when the computer will crash and it will have wasted three days during what I could have worked peacefully on my homework...

Is there any possibility to stock the backup on the RAID 0 or on my school's macbook ? (knowing I don't have admin's rights since it's my school's macbook)

 

Thats great news! Def get your backup going.

 

Wataseal,

Great that you got stabilized! If you aren't doing this already, I highly recommend that you begin using a software-based backup system in addition to your backup media (DVDs, USB drives, etc.) Such a system is quite inexpensive, you won't be required to buy an external hard drive, they are automated and most importantly they are off-site, so you can recover everything that you can't rebuild from Dell-supplied resources with minimal hassle no matter what happens with your personal hardware. It sounds like, as an active student, you are gradually building up a large cache of important work that you can't afford to lose so please don't only rely on hard media that you have to manually update.

 

Hi,

I'd like to make a software based backup, but I don't know how to do it.
I thought I did know but, in fact, it asks to put the backup on an external media.
There is a possibility to do that with a native Windows software, or I have to install a third party software for that ? (Oh, maybe with the Windows Install CD)

Thanks for worrying about my studies. Now that the computer (seems to) works, I can spend more time doing my homework, and I'll take my time to install 3DS Max, Mudbox and Adobe Master Collection once the backups will be done (frustrating, but no choice).

Thank you again for all your help. I'll come back once I will have installed these three softwares and made them run for a while, say if the computer is finally stable or if the problem is still there.

Have a nice day.

 

Here is a Wikipedia list of online backup services. There are two that I most like, but the ones I most prefer are more like file synchronization services and backup, whereas not everyone needs the file synchronization end of it. If you work on the same school work and other things on multiple computers and want identical copies of everything maintained constantly across all machines (plus in the online backup cloud) then you would want the full synchronization services.

Comparison of online backup services - Wikipedia, the free encyclopedia

In the sync & backup arena, I use Dropbox, but I understand that SugarSync is also very good. For regular data backup, Carbonite is famous, but go ahead and check out the list and see what you like. If you want more details, private-message me and I can give such.

Just for background, I have kept all of my most important work and school data in Dropbox for a while now, and I had one of the infamous Seagate bad hard drives (they had some bad firmware and suffered the click-of-death) of a year or so back in my XPS M1730. I was working when it died with absolutely NO warning, like, in the blink of an eye. I lost absolutely NOTHING because the last file change I made was instantly synchronized to the online cloud, so other than the frustration of repairing, I was safe.

I think you can rig up a local solution where Windows will back up everything to an external hard drive, but then there you go having to buy one, have it hooked up for scheduled backups, never have it die, etc. If your work is as important to you as mine is to me, Wataseal, please get some online backup running. You will sleep SO much better!

 

I am have similar issues as well and I have done all I can to troubleshoot these problems. I have contacted Dell/Alienware and they could not solve my issues too. I have read in many other blog sites and forums and these issues are very common. I am very disappointed that these common issues have not been resolved with Dell/Alienware. From what I have read and gathered so far, it seems to be a graphics card issue but I am not entirely sure. Hope there is someone out there that has more info. and a resolution to these problems.

 

Hi guys.

Giving some news.

So at first, the computer worked very well.

As I said, I was installing my softwares slowly to make sure the computer wasn't dying because I was installing too much softwares and too fast.

Here's what happened :
–Installing 3DS Max 2011 then reboot and then using it - No problem.
–Installing Mudbox 2011 then reboot and then using it - No problem.
–Installing Adobe Master Collection CS5 then reboot and then, some days later, using Photoshop, Flash, Dreamweaver and Illustrator (not at the same time) - No problem.
–Installing AIM then reboot and then using it - No problem.
–Installing Skype then reboot and then using it - No problem.
–Installing Steam then reboot and then getting connected (but not doing anything else) - No problem.
–Tested the computer by running 3DS Max, Mudbox, Photoshop and Google Chrome at the same time - No problem.
–Same test, adding AIM, Skype and Steam - No problem.
–Downloading games on Steam then launching them and change the configurations (started with some GoldSRC games like the first Half-Life by example) - No problem.
-Downloading more games on Steam hen launching them and change the configurations (Source games, Half-Life 2, Counter Strike, Portal...) - No problem.
-Playing Half-Life 2, no softwares running except the anti-virus, graphics settings max. - No problem excepts some inexplicable lags sometimes.
Downloading Team Fortress 2, launching it - No problem.
-Changing the settings of Team Fortress 2 (no softwares running except the anti-virus), then validating the changes - Freeze.

I've been waiting for like 3 hours to see if it would de-freeze. Nothing happened. Still frozen.
I tried Ctrl+Alt+Del, I tried the Windows key, I tried Alt+F4, I tried Escape, I even tried a simple push on the Alien head to see if the computer will at least shut down properly. NOTHING.
So I forced it to shut down by keeping the Alien head pushed and now I know exactly what will happen :
EXACTLY the same thing as before.
No way to boot the computer normally, only works in safe mode for a moment then completely disappear from the hard drives.

Right now I still haven't re-started the computer, I'm about to throw it against a wall. So I'm going to eat, that way the computer cools down and maybe somebody will have an idea when I'll be back.

If I call Alienware, they will tell me to use the drivers on Dell's website and to install them in "that" order. Even if I tell them that I did that, that's the only thing they know...
Which I'm doing since the first crash and never changed anything.
If I call Dell, they will tell me that they don't have to take care of it, that's Alienware's duty (But Alienware IS Dell...).

Thank you in advance.
Have a nice day...

Edit : Oh hey no, it's not dead again.
I just had to start in safe mode first, let the computer warm up a little and reboot it, and let it starts normally.
Pfiuuu.
Still doesn't explain why the computer froze though...

I'll give you news when all my games will be installed.
I'll try some Dead Space and some Crysis to see if the computer dies.