Need your help on Dell Technical support response

The story short

I had the common problem with my audio device on my M17xr4 , loosing sound randomnly on startup (no audio device detected) , following some recommandations on this forum I called DEll and asked to change my MB, which was done, my audio works fine now

A week after the motherboard change, i was unable to use my webcam and audio recording device, tried many tips, same result, i contacted dell after 1h on intervention on my desktop, they didn't found the source of the pb ( i told them that the webcam and audio worked perfectly before the MB change and now don't work, i know that the webcam and audio device are connected to the MB from the screen), anyway they suggested that i should format and reinstall my system!)

So conclusion it seems to me that they don't want to send another technician to check this closely and formating and reinstalling is a waste of time and hard work for me and it is not sure to work after...

Any suggestions?

thank your everyone for reading

 

Follow what the ask you to do..they will go though their check list. I know it's a pain but let them determine if they can fix it or not. It will get sorted out one way or another.

 

http://forum.notebookreview.com/alienware/727224-system-exchange-help-8.html#post9325806

 

Webcam and audio input are toggled on and off by FN + F9 (the picture that looks like a camera). It will hide those devices from device manager.

Try FN+ F9 to see if that works. Sounds like you might have knocked it by mistake.

 

Might be a good catch man. I made the same mistake after a MB replacement!

 

As a guy who has worked IT for a few years myself, I've always been told it's good practice to reformat after a motherboard replacement anyway.

And it's not that they don't want to send out a tech, but they want to eliminate the possibility that it could be a software issue.

All the responses here are correct. Do what they ask. Eventually their list will run out and if it is a hardware issue, another tech will be out again soon enough.

Good luck.

 

They are just following the logical steps, the Fn key would be the 1st thing to try, then reinstalling then send the Cam/mic assembly.

 

If nothing else, get a different hard drive (drives are cheap) to install the OS and drivers to, following the guides in the Owners Lounge (remove your OS drive first). That way you can both be happy, Dell gets to test the system out with a fresh OS install, yet you get to keep your existing drive intact if it still happens to be a hardware issue.

 

thank you for the FN tip but it was the first thing i tried

 

i may look into that options, thank you