M17xR2 | S3 Resume = Loss of Brightness Control via FN keys and/or BSOD issues

Well said.....I have been told for months that they are working on it. Remember when I said that my second R2 had been damaged because of the on site tech's neglegence? The reason that low life was dispatched to my home was because Dell mistook the sleep/resume brightness issue as defective screen backlighting. Today I was going through my backlog of dispatches and discovered that they said; returned screen works fine on other systems.

Duhh!!! They should have put "improperly diagnoised resolution. unresolved software problem."

So when they look back on my dispatches it looks like I'm the one who is incompetent.

lame. A few days ago I was speaking with another NBR member who told me that they(dell) claimed that they sent him a replacement that he never received. So they will not honor his Pos(parts only service) clause in his warranty.

I decided to go back and look to see if there were any mistakes in shipping/dispatches.

Guess what there were 3!!! I spent 1 & 1/2 hours verifing with dell all of my confirmed received/sent dispatches. The rep said it was good that I called or I could have had my warranty suspended and been sent to collections. I had her email my confirmations showing each dispatch was received. What's so messed up is that I had to prove this with all my fedex drop off receipts. They should have all this stuff on file.

 

steviejones - have you looked into whether you have special rights under UK's Sales of Goods Act? LINK

Although we don't have the "NVIDIA Defect" with our systems (thank goodness) there is more information on this web site ( LINK) that may have application in principle.

 

Hi All

Its been a long time since I have re-visited this thread and very surprised to see that so many people are facing issues with the test bios provided by Chris. I had done this test bios update sometime in the last week of March and also reported my test results on this thread and also sent them to Chris.

I for one m very happy with this bios and have been using the AMD 11.3 reference drivers along 11.3 CAP2 everything works just fine for me. All the function keys work properly, never had a problem with sleep or hibernate. Yes from time to time I have been getting the plugged in not charging thing but I have never had to pop out the battery even once since this update. the system starts charging once its shutdown. People are also reporting wifi problems, that's a bummer. My connection works fine.... its even connects faster than my hard-wired desktop connection.

After my last test's done I have also played Bulletstorm and Crysis 2 without any funny stuff happening because of the CF setup.

I think people should try it maybe it might solve your problems..... you can always go back to A10.

Just a small question for Steve, Alex or Mr Fox..... 11.3 is the latest reference drivers from AMD? can you please provide me with a link for the latest drivers and CAP profiles?

Cheers

 

Hmmm are these links right

ATI Catalyst? Mobility Display Driver

Rage3D

 

I'm glad the test bios work for you. For a small time, the dell/aw techs were issuing these test bios as a resolution. A few techs I spoke to said that they were sent a memo to not distribute the test bios because they caused more problems than they solve. I can personally attest to that. If these bios were a suitable fix, I'm sure they would have posted them on the dell support site.

 

Fox - looked into UK buyers rights but really wont serve us well as as long as the manufacturer are prepared to try and repair "with a reasonable" timeframe, you would be stuck arguing against it....also, I cant argur much with a full refund lol. Didnt want it to come to giving back my R2 but I will llive on to fight another day without it and hopefully the M18 doesnt have quite as bad a sleep problem....although, it is noticeably still present to a degree....

The AMD link is right except you probably want the full pacakge instead of the individual downloads....I think AMD recommend using this link as a full installer ATI Catalyst? Mobility Display Driver but either should get you there, I reckon. The rage 3d link is also good for CAP profiles!

 

Hey Apollo, I also had excellent results with the test BIOS. A whole bunch of people did, but a few didn't. What wasn't excellent is the way Dell pretty much ignored us after giving us the test BIOS. But, I could not have been happier with the results I had and suppose I should be grateful for that. I also think more people should try it.

I am running AMD 11.5 (11.5b hotfix to be precise) and having super results. Below are links to grab 'em.

AMD Catalyst 11.5b | AMD CAP4 11.5​

Be sure to uninstall, run DriverSweeper and CCleaner's registry tool prior to installation. AMD still has not done a good job with the Catalyst Installation Manager. If you don't do a clean install this way, I doubt you will be able to launch CCC.

 

Latest reference driver from AMD is 11.5b hotfix, which includes mobility support and HDMI audio driver as well. no modding required. and latest CAP is version 4. i think they work with M18x as well (cant confirm though)

Driver: AMD Catalyst? 11.5b hotfix

CAP: Rage3D

@Stevie: I've since been using A10 bios release. test bios is just giving me too much problems and it's not worth getting sleep issue fixed but gained additional 10 (exaggerating of course) other major issues. Sad to see that you are leaving M17xR2 for M18x.

 

Thank you for the links.... just installed the new drivers 11.5b. everything works fine. just played BFBC2 Works G8 !!

 

Hey there Alex - long time, no "post" mate - hope your doing good.

I too swapped back to A10 but still had problems so decided enough was enough - the R2 had to go.....the M18 does have a slight similar issue regards this problem....upon resume, its just not at full brightness....can be remedied with the Fn buttons but the system doesnt "memorise" the brightness level before entering sleep....no BSOD as yet......

Hope your system is running well fella?

 

Grrr, the system is still giving me fits.
Went back to stock settings, reflashed A10 bios, reflashed vbios for the crossfire cards, reinstalled stock dell image and now in addition of having the resume from sleep issues (loss of brightness, random bluescreen) I am now getting small graphical errors that point to possible vmem errors on one/both of the graphic cards.

Once I have a chance to sit on the phone for 3 hours (or more... usually more) I am going to have to call dell and voice my concerns again.

Man, I really want to like this system (especially because of the RGB screen) but I really need a working system I can count on (too much of my workload is starting to get a bit late since I cant rely on this system)

D.

 

It is really hard to get a good working system. Recently I got them to send me a brand new motherboard after 3 refurbs were sent, a new battery & 330 watt delta ac adapter(I still have my 240 watt ac adapter). I finally have gotten rid of the plugged in not charging issue.

The sleep issue is my last problem to tackle. It really is hard to get a good working R2. It took me 3 new R2's and 1 refurb R2 to get the perfect system. If I was you I would start the process with AW/Dell ASAP to get things where they should be.

 

D. - I would have drawn the line along time ago fella and been on the dog'n'bone already trying to arrange a new system. I know what you're saying regards the RGBLED but to be honest, the M18x screen is pretty good for a "normal" screen.....granted, its not RGBLED but its not shabby either....I wouldnt let that hold you back from a working system.....lets face it.....better to have a working system with a good screen than a crap system with a brilliant one...if you get me??

Gunner - are you saying you have a "perfectly functional" R2 here? - Id love to believe its possible but I doubt it, regardless of how perfect the spec may be, I reckon any R2 will have the same set of issues.....what dya reckon?

 

It's PERFECT except for the sleep brightness issue. I'm serious!! It took parts from 4 different R2's to get there. But it's there. I'm sooo happy with it that I decided today that I didn't need my maxed out M18x. So I called AW to ask if I can return it for credit towards a Alienware desktop. They said NO, because I was given it as a replacement.

 

please keep posts related to the topic. We have a M18x sub-forum in addition to AMD Driver threads specific to both machines.

thanks

 

I tried the test bios again to see if I may enjoy the success some users claim to have. Nope.....The intel 6300 has issues staying connected with the test bios. It's so annoying. The problem must go beyond the scope of Dell/Alienware's engineering department.

 

Hey there everyone, once started up try closing the lid of the laptop for between 2-5 seconds and open again hopefully this will have fixed your brightness standby problem.

hope this works for you! it did for me

EDIT: make sure closing the lid is set to 'do nothing' in power options

regards Alex

 

Is this a permanent fix?



Has anyone heard any info as to when a fix will be provided by Dell/Alienware?

 

Alex, perhaps I do not really understand what you are suggesting as a fix for the problem. Setting the power profile settings to do nothing when the lid is closed is what I have in my settings, but that simply avoids letting the system go to sleep. The underlying problem (loss of brightness control and sometimes a BSOD when resuming from sleep) is still present.

 

You know what really baffles me on this whole thing.......where the heck has Dells "voice" in this subject disappeared to (ChrisM).

I distintcly recall him sayin " I need 5 people to test it out"........I think those were his last words on the subject months ago......talk about "sweep it under the rug" for god's sake! - YES Dell.....just 'cos your man hasnt posted any updates here doesnt mean that the issue has mysteriously gone away.......PULL YER FINGERS OUTTA YA BEHINDS AND FIX IT!

 

This is soooo lame....I seriously don't think they can fix this issue & sleep brightness issue. Today I was told that it's an issue with the Video Bios and that they are waiting on AMD. <--- this statement is on topic.

The positive side to this is that I honestly believe that the level 1 techs really want to help us. I've seen these tech go above & beyond many times. But the negative side to this is that they are limited in what they can actually do. Eveything that matters to us requires them to get approval from a manager who usually doesn't respect or care about our situation.
Let me elaborate on this more................have you ever been put on hold excessively while the tech tells you they are looking for a solution? I know I have. What's happening here is that they are asking for approval and instead are getting the run around or are denied. It really must be nice for the people with authority to sit back and allow the level 1 techs to take all the heat from us consumers.

AW has a call center in El Savador & Costa Rica. Even though those places are a tropical paradise they still can be considered hard life. Those people know all about being taken adavantage of and what's fair and what's not. It's the higher ups that allow this type of BS to carry on. They figure that most people only have less than a year left on their warranties anyway or will just give up.

 

Sorry I was a bit vague, This solution fixes the loss of brightness control when returning from standby, I'll clarify;

If I understand the problem, when coming out of sleep the brightness is stuck at full and can't be adjusted? I have this same problem. I put my laptop to sleep then bring it back out of sleep with my bright ness shot right up to full. I then close the lid of the laptop for 2-5 seconds reopen the laptop lid and either the brightness will adjust itself to what it is in power settings or will make it adjustable fixing the problem temporarily until I put it to sleep again. Unfortunately I don't get BSOD so I don't know any solutions for that.

 

Hmmm....dunno if im reading this correctly but this is what i think you are saying:

Close the lid to sleep - reopen and brightness control lost - close lid for 2-5 seconds and reopen and your system works as normal?

Maybe some of you guys with R2's can try this....

Heck, seems lame that you have to resume then sleep and resume again within a few seconds to rectify it.....doesnt sound right to me and certainly isnt a fix.

 

oh no, you don't need to put it to sleep with the lid. On my setup I put it to sleep with the power button (doesn't matter what you put it to sleep with as long as its not the lid. make sure closing the lid does nothing) Now when you bring it out of sleep and your brightness is up at full, close the lid - which should not put it to sleep - and reopen after 2 to 5 seconds and it should work, if it doesn't try again and it should work. If your trying a third time for 5 seconds it probably wont work. You only need to put it to sleep once.


I'm using the A13 bios, if thats any use to anybody with ATI 11.5b display drivers with CCC Ver.11.2 (it makes it run cooler dunno why)

 

A13 bios??? - latest according to Dell for the R2 is A10 so Im slightly confused here.....

 

I've got a Dell 15r N5010, I mentioned it on my first post but just thought that being Dell's the trick might work...

 

Well, thanks for the effort anyway. I know your intentions were good. Plus, at this point I think that just about any reasonable suggestion is something worth considering even if the suggestion presented wasn't for the same system.

steviejones - at one point didn't you experience similar behavior from the R2... where using the power button or the start menu to initiate sleep worked out ok, but closing the lid did not? I'm going by memory here, but that scenario does sound familiar.

 

That does work most of the time. But sometimes it doesn't.

 

Yeah - kind of.

All methods of entering sleep are fine, close lid, Fn/Suspend start menu/sleep......Using ANY of the above, eventually the system would go fubar....may have taken several attempts to resume but it would eventually happen.

Nothing I found worked 100% of the time, otherwise Id have been a happy chappie.....test bios did not work smoothly for me, as others reported too including gunner and Debaucher.

 

Ah sorry guys, hopefully Dell/Alienware will get up off their behind and do something. I find it unbelievable its happening on Dells AND Alienware's and neither have done anything. Shows a total disrespect for their customers

good luck

 

My wife's Compaq CQ56 laptop, my son's Acer Aspire 6930 laptop, my hp dv1000 laptop, my Compal HEL80 (Sager) laptop, my old clunker hp nc6220 laptop, my old Acer Travelmate 4000 laptop, my work hp 8510p laptop, and my custom-built desktop PC all have problems of one kind or another after resuming from S3. Over the years, every PC I have previously owned or used at work had issues resuming from sleep. I gave up on my expectations for sleep and hibernation to function correctly a very long time ago. I enjoyed being able to use the feature on my R2 with the test BIOS, but I am now using a different BIOS and unable to use sleep. I'm not going to burn any more calories trying to fix this. If someone else can, then I'll use the sleep feature and enjoy having that capability. Until then, I'll be status quo and use all of my computers in two modes: (1) on; and, (2) off.

 

wow, i didn't realise this was such a problem with other brands. My last HP was fine with it, I used sleep all the time and this is the first I've heard of it.

But purely out of curiosity I'm going to mess around with my settings to see what happens

 

I've owned a HP DV9000, 3x Asus G51GX, Asus G71GX, 3x Asus G73JH, MBP & 2 Asus netbooks. None of those computers had a problem entertering/resuming from sleep. The 4 Alienware M17x R2's I've had, have all had serious problems with resuming from sleep. I even replaced the motherboard over 5 times through 4 R2's . This problem a long with the plugged in not charging problem remains unresolved by Dell/Alienware......lame.

My M18x is also is effected by the resume problem. Fortunately you can adjust the bightness after resuming.

 

I dunno I have a hunch its probably due to the charger problem, as I had the message come up saying that it didn't know what wattage my charger was.

If you could delete every power profile accept the one your using it would rule out that as a cause. I'm thinking that it gets confused if your on battery or plugged in and reverts to some default somewhere, just a guess though.

 

Id imagine it has something to do with OSD and CC personally, maybe power managemtent too.....anyway, still annoying as hell to think that such an expensive peice of equipment is flawed in the most basic of areas and even more annoying that Dell dont seem to give a flying fig about addressing the issue.

It no longer hinders me quite so much as I now have an M18x - but like gunner has said, it has also transgressed over to that platform as well as R3 owners. My main gripe now is that for owners of systems that ARE affected to the degree wherby it really does start causing problems when this function is used -what happens to them? - are they just supposed to live with it???? - not everyone can afford to upgrade or change an expensive system so easily.

Dell might think that this is a minor issue not worthy of attention - we have been promised fixes and promised that engineering were looking at this problem yet we are now months and months further down the road with absolutely no improvement in the situation. If I still had my R2, I would still be in the same boat - thanks to Dell's lame efforts to rectify this problem.

Again, it really gets on my nerves that they are prepared to take my "thousands of loot" but in the same breath, they wont address issues. They are also willing to release newer systems without rectifying problems on older systems first....this leaves owners of older systems S.O.L

So, take from this thread what you will.....I see it as a clear indicator of Dell's continued unwillingess to address problems with a system THEY have sold - simply because of two things...they are either too lazy to come up with a fix or they simply dont wish to support older systems once they have reached EOL.

Well done Dell - way to go - great job done in showing how much you VALUE those customers who pay YOU the HIGHEST prices for YOUR equipment which DOESNT work properly. No matter how you look at it, you just cant ignore the fact that it doesnt work as it should.....

 

Well it seems that I just received my order number for my M18x, that's replacing my problematic(Plugged in not charging, Resume sleep/brightness & code 43) R2. If I receive any info regarding a fix to this issue I will post here.

 

sky - it seems you've been very blessed to not have experienced any sleep issues prior to the R2. They've ranged from mild to wild, but I've always run into bugs of one kind or another after resuming from S3. The dv1000 always gets a BSOD and the HEL80, Acer and hp 8510p lose network connectivity and cannot recover without rebooting. On the 8510p the PCMCIA card slot will not detect any installed device after resuming and I have to reboot (thus defeating any reason to use sleep). The nc6220 display brightness is very dim after resuming and cannot be increased without rebooting.

 

Maybe you're installing a program that causes this issue. I know for a fact that you're not alone with this problem on the R2.

 

Okay everyone. My maxed out M18x arrives tomorrow and they require this one to be sent back. I will no longer be able to troubleshoot this issue. I wish you all the best....for anyone who's wondering it took 7 days to build/deliver my M18x. They sent it priority next day. It has already arrived in my city to be delivered tomorrow.

Good luck everyone.

 

Bumping so that we dont forget there are still those of us (me) who are going through the dell/alienware circle of the void with our R2's.

They just replaced my motherboard, ram, hard drives, video cards, dvd/br-rom and the issues are still there.

Now I get to call them again and see what is up.

D.

 

Hi debaucher. Hope your day is going well.

I am still having issues with the same things on my R2 as well.

If the replacement of the parts you listed did not correct the problem intended, I would call AW Support to have them verify the problem is still present and speak to a manager to have your case escalated to the next level of tech support.

If they cannot fix your system, they may be willing to replace it.

 

D.

How would you feel about a sytstem exchange for an M18x? - I would be pushing for one as its blatently obvious that Dell havent got a fix for this or other R2 issues (battery not charging syndrome)

By the sounds of it, there isnt much left to swap out on your system - well, stuff that would make a difference at least...its all been done and the problem is still there.

 

Just off of the phone with dell/alienware.

They agreed that they have essentially built me a new computer with all the parts they have replaced so now (if I want to move things forward) I have to send the laptop into the depot.

I know (from previous experience) they will find "nothing wrong" and it will come back more beat up than before.

Then I will have to call back and voice my complaints again.

Oh well, gotta do the steps if I want to get a working computer again.

I will just have to live with my elitebook for gaming until this is resolved.


D.

 

Id be strongly arguing against it going to the depot. You said yourself that they have admitted they have more or less built you a new system.....sending it to the depot is gonna do NOTHING and only wast more of YOUR time....which has been wasted enough already.

I would try a more "stern" approach....they can only say no or continue to insist on doing things "their way".....

 

Good heavens, no. Never send it to the depot if you can avoid it. I agree with steviejones on that. That's for Dell customers with basic warranties. There is absolutely nothing they can do to fix your system at the Depot that cannot be done at your residence. If the new parts did not fix the problem when installed at your residence, they will not magically start working at the depot.

Be very, very polite, but don't speak with a rep. Ask for a manager and explain that you want your case escalated to a high level support team for resolution.

 

EXACTLY......

 

OK an update.

After calling another 3x (talked to the same rep 2x and his manager) they kept the same line as before, "send to depot" after politely declining I called a 4th time and spoke to someone local and they were willing to listen to my issues.

After talking, hold, talking, hold etc...x100 we finally came to a resolution.

They will be replacing my system with an 18x.
I am sad I will loose my RGB LED, but I NEED a working system.

I talked to them about the test bios, the continuing issues that we all are having etc.. and they have no idea about any possible fix in the works or anything else that may help those of us with an R2.

SO, now I will just wait to find out what exactly I am getting and will continue to try and test this system to see what could possibly help until I need to send it back.

D.

 

Thats good news and sad news all in one D.

Good that you will finally be getting a working system. Although this issue still exists "slightly" on the 18x, its by no means to the same extent. I find with mine that after sleep, it will resume slightly more dimmed compared to the state prior to entering sleep. The adjustment keys actually work though so its simply a case of Fn+F5 once and then Fn & F4 once....that gets you screen back to the same level of brightness as it was prior to sleep on the M18x.

I have yet to encounter any bsod's or any such thing....other than the slight problem mentioned above, its do-able....its still not 100% right obviously but rest assured, you wont have the same crap as you had with the R2.

On a side note, the screen in comparison to the rgbled of the R2 is really not half bad.....Granted, its not AS good but in its own right, its is a damn good screen. i find myself NOT missing the rgbled of the R2...thats whilst using the internal display and NOT my external Ultrasharp. Goes without saying that the M18x screen is pretty good in reality....with some calibration, it can be improved upon but depends on how far you wanna take it....you could buy a Spyder calibration tool if its not to your own personal liking. For me, Im ok with it.

So, in summation, its good news buddy. you will have a working system without R2 issues....its a good screen....your getting upgraded to Sandybridge in the process by default.....I would hold out and push for some good specs....the GTX 580m have just been launched today....maybe you wont be offered them but the least you should be looking at is Crossfire 6970's. If you can get the 580m's - great but they are running at $1200 so may be doubtful.

As with all replacements, the components should be "like for like" or better, depending on stock availability.....be sure to post back what you get offered in terms of the M18x build....

Im pleased for you fella, looks like you have finally got some good resolution to your issues.

Regards
Stevie.

 

Well, after testing different ways of putting my Alienware to sleep, I haven't really encountered any issues yet, but I must say this is the first device to have so few issues with sleep in my personal experience. My work laptop as well as all of my coworkers and all of my friends computers (yes even Apple computers) have issues with sleep mode. Something just happens after so many sleep cycles and no reboots.

Even my iPad had an issue yesterday from not rebooting since 3 months ago and it actually rebooted ITSELF. Not to mention I was noticing apps crashing abnormally until after the reboot.

Those of you having flawless sleep mode should consider yourselves as lucky as those who win the lotto if you ask me.

 

Ditto! This R2 is the best for me so far as well. I've never owned or used a computer that functioned properly after being awakened from S3. I've owned, used and built well over a hundred in the last 25 years.

+1 Rep for sharing your experience