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

It's on the truck (in transit) scheduled for delivery today. If Dell/Alienware can't produce a fix then they should just say so. I know I would appreciate the honesty.

 

Yeah, I would appreciate honesty too.....

 

Mine was working until I updated the ATI graphics drivers.
Now I can change brightness while under the intel GPU but not under the ati graphics.
Whatever setting I have it on under the intel graphics carries over. So, at least I can change it, just have to switch back and forth.
Anyone else have this issue?

 

You must have a R3.

My replacement R2 unit does it, but when it does I can control it via FN & F4/F5 keys. It is currently on A10 and makes no difference which video driver is installed...Dell or AMD. I was told that my issue is rare by a few AW techs...lol. Unfortunately I can not get support until they receive my previous laptop. My new unit is amazing compared to my old 740QM.

The 5870M CF really shines with the 940XM.

 

Maybe it seems rare because many customers never experience this situation because they do not use sleep, or avoid using it to avoid problems. That sums up my situation to a tee. For years I have intentionally disable all sleep and hibernation features on all computers because resuming from sleep or hibernation has always produced problems of one kind or another for me. I have never owned a computer that functioned correctly after resuming from sleep, but the severity of malfunction has varied significantly between systems. I've never complained about it to an OEM because I've learned to silently work around it and move on.

Until I got inspired to jump in an help steviejones with the cause on this issue, I was oblivious to the problem on my R2 because I had done what I have always done in the past... disabled everything so my machine had two states; on and off. Since that's how I normally use any computer system, it's really never been a problem for me. For those that want to sleep/resume, it's a big problem.

If I allow the hp laptop issued to me at work to go to sleep, I have to reboot in order to use it after it resumes from sleep. It loses all network/internet connection capabilities, bluetooth stops working and I have to save any open documents because it will eventually throw a BSOD. The IBM ThinkPad that I had at work before the hp laptop had similar issues, but not quite as severe and never a BSOD.

 

I should point out (maybe to Dell Engineering if anyone is reading this) that it seems that this issue is now raising its head on the new flagship M18x too.

Ive had one or two people with problems - maybe not exactly like the R2 or R3 but sleep/resume/brightness nonetheless.....

Here:

http://forum.notebookreview.com/alienware-m18x/579753-m18x-sleep-bug.html

More users actually finding out about this - testing their systems - finding faults is "good news" in an ironic kinda way. Again, if anyone experiences these kind of problems, please please please contact Dell and explain to them what your experiencing.

 

I thought I was one of the few. I do exactly the same thing. On or off all sleep/ hibernation off. I just blame windows for always having these issues the only machine I've ever had that worked flawless from sleep was my MacBook pro unibody 17. Then again with the ssd i had in it shut down was 1 second. So I rarely shut the lid without powering it down.

 

No, you're not alone. There are a bunch of people that disable sleep and hibernation features on their notebook and desktop computers because of problems that occur after the system is awakened from sleep.

Whether the loss of brightness control on these systems is a Windows bug or not, I'm not sure. But, I do agree with you that most issues that arise when resuming from sleep are Windows driver bugs that affect many different makes and models of systems. Sometimes the problems are worse when using reference drivers rather than drivers released by an OEM. But, in this case, the loss of brightness control occurs even when using Dell drivers.

The big kicker here for many people is that a machine in the $4,000 price range demands more effort on Dell's part to correct the problem. For those of us that don't use that functionality it not a big deal. However, if you choose to put your machine to sleep, it should be a reasonable expectation that it will function properly when you wake it up without having to reboot.

 

Wow, just found this thread and was immediately happy that there are others like me. Then, I read most of it, and am now sad that there's no resolution!

Add me to the list of s3 sleep issues. I have a 50% chance of not coming back from sleep. I am now not using sleep as I want to, I'm closing out of all apps and treating it as if I am going to crash. Totally makes using it on a battery not workable for me.

 

Thanks for posting up your findings. Yeah, still no fix. No official update from Dell either which is even worse come to think of it. They know of this thread and yet no one has stopped by to comment.

Im sorry to hear that you too have now found this issue, but, the more poeple find it, the more awareness will be created. I would strongly recommend informing Dell of your own issues with this. You can do this by using the unresolved issues part of the Dell support site.

Again, thanks for posting - hopefully it will get resolved. Hopefully!

 

Have you tried the test BIOS yet? It cured this problem for a number of us. It was provided by Dell, so it's a mystery why they have not released it to the public. For me it worked fine. It also mysteriously increased my battery life by roughly 75%.

If not, here a link to the post in this thread were you can check it out: LINK

 

steviejones - how you doing, friend? I hope all is well with you.

I see your signature has been updated. Did you order an M18x, or is Alienware replacing your R2 with the M18x?

 

Thanks Mrfox. I haven't tried that, I was looking for an official fix. It troubles me that these things are "bleeding edge" on a notebook that’s been out for a year +! I'll try that.

 

Howdies Mr. Fox,

WOW Increased your battery life ey. Thats cool! Is the test bios based off the A10 original system bios.

I might have to give it a go if it can give me some more juice lol! As well as fix up the sleep issues.


Cheers.

 

Hi reborn2003. I believe it is based on A10. Yes, I found it amazing that my battery life increased as well. Prior to flashing the test BIOS that DELLChrisM provided to us, I could barely eek out an hour. I now get more than 1.5 hours if I go dark.

I did have to fuss with a few drivers, but I think my situation was a one-off. I think most of those that help test it did not. Start reading here and forward about 6 pages and you'll see what I am referring to.

 

I have the same problem here. Its a real problem getting the system to reboot after it goes to sleep then hibrinates. I get it to reboot by turning off all onboard components in bios then do a reboot then reboot again turning all onboard components back on.

This really pisses me off!!!

And to top it off I tried calling Dell and Alienware for 2 days now and they cant help me due to system issues they are having.. Go figure?!?!

 

I just realized that I don't have any problems with sleep mode. I do have Hibernation turned off because I do not like the fact that it uses hard drive space.

 

Simply disable hibernation at a command prompt and turn off the sleep features in your power profile and you should do just fine by turning off the system when you are not using it. As an alternative, the test BIOS works as advertised. If you want to be able to use sleep features without issue, I would recommend flashing the BIOS. If you haven't already found it on this thread, here a LINK for you.

 

Problem with the test bios is that many people (myself included) started to have network connection and trackpad issues after resuming from sleep.

The only way to fix it was to restart the system... so not really a fix at all (switch one problem for 2+)

D.

 

I'm in the same boat as you. The test bios mess up my wifi.

 

I ran into the same problems, but the newer drivers from Intel and Synaptics solved both problems for me. I only had issues with Dell's drivers using the test BIOS.

For my Intel Centrino Ultimate-N 6300 AGN I am presently running version 13.4.0.9 released 10/18/2010 and for Synaptics I am using driver version 15.1.22.2 released on 11/07/2010 with zero issues. If you look back in the thread to the time right after DELLChrisM first provided the link for the test BIOS, I posted about these problems and the fix for them. If you did not notice this, you can find this starting on page 12 and reading forward.

 

thanks...i'll look into it.

 

Tried that when I first flashed the bios.
Did not work for me

D.

 

Same here...constant connection problems with old/outdated test bios.

 

Apparently, I am one of the fortunate ones. No problems at all with the test BIOS. Maybe that's why Dell hasn't released it as an update.

 

I have been told by engineering that they are aware of the test bios's problems with wifi. You my friend are very lucky.

 

The way things are going, the M19x R2 with liquid cooling will be out before an official fix to this is......

 

I bet there will never be an official fix for it. With the R2 out of production they don't have a lot of incentive to fix it, plus it seems apparent to me they do not know how to fix it, or it would already be fixed. I also have a gut feeling there is a perception that it is a one-off problem that only a small number of customers experience.

The way so many of us technophiles try to fix things ourselves before complaining to the OEM and demanding they do something probably works against us, too. Had hundreds of Alienware owners bombarded their Tech Support with complaints on this issue when the R2 was still being pumped out in mass production, it might have turned out differently.

I was oblivious to the issue before finding steviejones' thread because one of the first things I did after unboxing my system was disable sleep and hibernation functions. I did so because that's "what I always do" on all computers, compulsively. From some of the posts I have seen, this is something a fair number of us do and I think it masked the problem to a great extent.

I've reinstated my obsessive-compulsive behavior and gone back to having everything relating to sleep and hibernation completely disabled. And like before, when ignorance was bliss, my machine works nearly flawlessly. I'm not missing anything and not being frustrated because I'm back to using my system in two states--on and off... no such thing as S3 for me.

 

Here's the real problem. Alienware doesn't communicate very well from consumer to tech to engineering.

To try and fix this problem they replace the motherboard, screen and revert to Dell video Drivers. <---This does not fix the problem because it's a problem with AW OSD, AW CC & Power Management. After soooo many replacements & no fix they'll have to replace the unit with a R3 or M18x per the Magnuson–Moss Warranty Act.


The funny thing is those also have the issue but on those units you can at least control the brightness via FN keys.

 

If Alienware was consistent and replaced defective R2's with an M18x every time, I would immediately begin the process of having them go through the futile exercise of replacing my motherboard 3 or more times to get the upgrade to an M18x.

On the chance Alienware might try to pawn off an R3 downgrade on me, I'd gladly stick with my R2 that doesn't want to play nice after being awakened from an S3 state. That's merely a slight irritation in comparison to what I would end up with in the R3 downgrade.

 

You'd be surprised with what they are willing to offer, after you jump through all the hoops . At first they do start with the R3.........

All I know is a fix is long overdue. This is ridiculous!!!

 

In my case they replaced the mainboard 4 times, the lcd, the video cards, the ac adapter 3 times, the keyboard and the palmrest, this has been going on since the middle of March my issues started with the system frezing everytime the system was unplugged, the sleep issue then after they started replacing parts things went downhill pretty fast, all parts were refurbished and either didn't work or quit working within a couple of weeks

They decided to replace the notebook, tried to replace it with the R3 but after speaking with them regarding the dual video cards, the rgb lcd, the case they agreed that it would be a downgrade and are replacing mine with the M18.

I didn't ask for any compensation for the months of dealing with a computer that won't work all I want is a working computer.

 

Glad you got some form of satisfaction from them. Dell didnt even offer me a replacement of ANY kind - not an R3 or M18x or anything........

Whats more confusing is that there seems to be NO continuity in what they DO offer as a remedy. Some folks get offered great options to replace and some get the short end of the stick. Im happy for anyone who gets a good deal after having to deal with this kind of crap from Dell - I just wish there was more of a "level playing field" when it comes to deciding on "what happens" and "who gets what" during the replacement procedure.

Again, not whinging or anything but from my time on NBR and my own persoanl experiences of having to deal with Dell regarding replacement systems, it does seem that systems bought outside of the US are dealt with differently in terms of replacements. I have spoken to many of you guys at length and some have great stories of how Dell successfully resolved your own issues with really good systems BUT folks outside the US do not always get treated with such "generosity" which would be my only critcism about the replacement process....that and the fact it can be long and tedious and stressful.

I would hope that at some point in the future, Dell would "blanket" these replacement procedures so that every one gets a fair "crack of the whip" when it boils down to "who gets what specification as a replacement"

Only saying as there seems to be a great level of disparity in how Dell decide things........no general rule of thumb. Some people get amazing upgrades/specs for their problems whilst others (mainly outside of the US) do not. I can testify to that fact on many occasion, regarding my own replacement battles.

Anyway, good to see another case resolved though nonetheless and I hope your new system works flawlessly - as any system at this level and price braket should do.

 

Can some one from Dell/Alienware speculate when a fix will be released?

 

Gunner - you beat me to that by milliseconds.

I was just about to post up.

How strange is it since the day that Chris from Dell asked for volunteers to test out the X31 bios, we have not heard from Dell in ANY capacity on this thread since then. NOTHING.

No-one stopping by to see how testing was going....nothing.

The last AW guy that was here was more "hands on" - Brian aka Erawneila, was much more involved in the public forms and his prescence was much appreciated from many NBR members......

Where the heck is an update from Chris Mixon on this subject?

Ive lost track of the amount of times I have mailed him asking for him to post ANY comment on THIS thread to appease us owners and keep us informed of whats going on.

Still nothing....and well, you kinda know what that means dontcha?

 

At this point in time I am happy with Dell/Alienware....today I put my M18x to sleep via closing the lid and upon resume BAM!!......the brightness goes all the way to the lowest setting. On the M18x it isn't a big deal because you can adjust the brightness back. This is ridiculous that this problem has found it's way into the M18x.

 

skygunner - is your power profile brightness set where you want it. I am wondering if the brightness is set manually (not in the power profile) if that is what causes the brightness slider to move all the way down resuming from S3.

Maybe I will stop ignoring the little things and create a support/dispatch history that warrants replacement with an M18x. I'll never accept an R3, but I would be tickled to have Dell provide an M18x if they cannot fix all of the legitimate problems I consider to be trivial on my R2.

steviejones - what's up with the information in your signature regarding the M18x? (Feel free to send a PM if you prefer to take it offline.)

 

It's set to 100% brightness on battery & plug on all profiles on both units. On the R2 it sucks because it drastically reduces the brightness & hides the controls, but for some reason this unit allows me to adjust via the FN keys.

I believe we have the right to have a fully working system.

 

I like my display brightness set at 100% also. I've heard some people complain that 100% is too bright, but I love it. The only time it has ever bothered me was doing a gaming all-nighter, but any bright light would be a problem under those circumstances.

Your situation sounds more like a nuisance than a usability issue that demands a remedy... at least to me, anyway. When I switch from AC to battery or vice versa, my brightness control slider goes all the way to the left on my R2. Since I have disabled all sleep functions again, I never lose control of the ability to adjust display brightness on my system.

Speaking of 100%, (and a little off topic,) I generally set everything at 100% in my power profiles. This is just my personal opinion, but I really don't see any point in power saving settings on a beast like an R2 or M18x. That would be much like installing a governor on a race car. If I wanted to sip power and have a long battery life, I would not have wasted any hard-earned money on expensive gaming machines. I would just buy something ordinary, cheap, and underpowered.

 

Yep. Already had this on my M18x too...........I should point out that I havent "lost" the ability to dim up and down, just that after a resume from S3 via lid closing, the brightness level is not always the same as it was prior to putting the system into sleep state.

Its "better" than the problem on the R2 but still not right. Possibly "bearable" but shouldnt have to be bearable in my book.......

 

I don't know how Dell decides what to do for one person and gives the run around for the next person. I also don't know how some people get all the upgrades for nothing while other people have to fight for a working system.

I spent hours on the phone with tech support trying to get the issues worked out, I had promises of getting a call back numerous times, I had promises of people replying to the emails that I sent to tech support for an update on my computer NO ONE called back or responded to my emails, I had tech support hang up on me but they never called back I had to call in again and start all over with diagnostics. I had supervisors assure me that they were working on my case and that they would respond to my emails that never happened. I just kept phoning almost everyday at different times during the day until I got someone who was willing to help, I also stayed on the phone until I had an email and a dispatch number for my replacement.

Btw I am in Canada.

 

edit.........

All I can say is I WANT to be happy with my current system, but all these little and big problems are making it impossible.

D.

 

I know that I'm part of the reason for the replacement/hijack posts, but can we please try and keep it "M17xR2 | S3 Resume = Loss of Brightness Control via FN keys and/or BSOD issues" related? As soon as a thread has too many of replacement type posts it gets closed.

This problem is a REAL unresolved issue that needs serious attention and this thread needs to stay right where it is!!!!

Thank you Everyone.

 

You are right this is an issue that needs to get fixed, everything Dell tried to fix this issue on my R2 hasn't worked, I use the sleep function all the time so there needs to be a fix.

 

I've had 3(through Amazon) replacement units for a total of 4 M17x R2's. I've had 4 motherboard replacements, 2 screen replacements, 3 palm rest replacements, 1 speaker replacement, 2 indicator panel replacements, 3 GPU replacements w/bridge, 2 AC Adapter/ 2 battery replacements, 1 SSD replacement , 1 HDD replacement & 1 magnesium upper case replacement and all 3 fans replaced yesterday because my slave gpu fan was not screwed down from the factory making a "playing card stuck in fan" sound.

This mess of an experience was due to 1.Sleep brightness issue. 2.battery not charging while plugged in issue. 3.Crossfire issue. 4. refurbished motherboard failing/smoking. 5. Dell/AW On site tech Damage

I've really tried to like Alienware. I know shipping all these parts back and forth and the on-site tech that messed up my 2nd unit costs tons of money. Is it not more cost effective to provide a fix for this issue?
Over half of this could have been avoided by a software fix. After all of this I finally have a good M18x & R2. But both are still plagued by this sleep brightness issue.......
Once they start putting refurbished parts in a brand new system, everything goes down hill. There's usually a very good reason why a part is refurbished.

 

Gunner, you missed out the "partridge in a pear tree" bit lol.....j/k mate, i know you have had a time of it. At least your on the road to recovery now right?

And yeah, problems still exist on R2 and M18 so its still a sore point with me that Dell saw fit to roll out another system even before ensuring that the older units were working properly.....talk about "eagerness to get the punter's hard earned cash".......

I doubt anyone from Dell pays any attention to this thread any longer......I think they assume its buried.....

I doubt Dell will pay much attention to things on the R2 now as its EOL in effect....sad but probably true.

 

Believe me they care!! they'd be crazy not too. When more users bust out the Magnuson-Moss Warranty Act on them and they start having to replace R1/R2's with M18x's, then will see a proper fix.

 

Well lets hope so because over here, we obviously cant use that legislation. its up to you guys in the states to make us proud!

 

This is ridiculous!!
How hard can it be to fix this? Everybody I know has been upgraded to a M18x by one way or another. I already have a M18x. I just want my R2 to work as advertised!!!

 

I wasnt upgraded to an M18x.....had to buy that myself.

Actually, I never wanted an M18x in the first instance....I would have been happy with a fix for this issue as it meant I would have been able to keep the R2 with the RGBLED screen - which IS much better than the M18x screen. I was kinda forced into going down this route.....no offer of any replacement was made in my case. Sure, I could have gone and bought something non-Alienware but that is kind of defeatist. I coulndt buy another R2 as they arent manufactured any longer with RGBLED and it would have been pointless anyway as the issue is prevalent amongst R2 platform as a whole and isnt just isolated cases.....its just that other users havent paid attention to the fact that their systems dont work right......buying an R3 was a downgrade as we all know, coming from a crossfire 5870 R2 system so that was a no-go also. The only option open was M18x and as it was an unknown entity regards this issue, why not try it.

I just wish that Dell would rectify major issues for platforms that people still own and that they recently purchased, prior to M18x. After all, not EVRYONE can afford to keep up with new technology and new laptop revisions....just because Dell have decided to release a new system is no good reason to give up on past revisions of systems that people have paid damn good money for.

I totally stand by the statement that Dell should resolve this issue for owners of systems that suffer from this. Large companies simply cannot be allowed to sell such high end products to end-consumers like us and then abandon them completely without a second thought.

I know alot of people may think this is a minor issue, it isnt. It spans the majority of Alienware laptop systems in one way shape or form....it even occurs on my new M18x but with not such severity as o n my R2 - yet.

I am gonna be keeping a close eye on that system and periodically checking in on this thread too. I may not be as active on this thread but it doesnt mean for one second that I have forgotten about it and I am kind of relying on you guys to keep posting up stuff so we can get Dell to pay some heed to this situation.

If anyone has any ideas or such, please do feel free to PM me at any time.

Regards
Steve.