*Official Alienware M18x AMD CrossFire Discussion Thread (re: Dell/AW Conference Call)*

That's true. I hate using additional programs to force things to work as they should in the first place. It's really too bad. Back in the 5870M days AMD/ATI was really on top of their game. Now they seem content with holding a distance 2nd place. Are the notes going to include the info about why nothing works on AMD drivers....like sleep resume brightness/FN + F7 error messages that do not appear on Nvidia hardware and how our system ID is embedded in Nvidia Reference drivers, but not AMD....? This information alone would make me choose Nvidia over AMD. I do recall them saying AMD is working on it but I've seen these problems with AMD drivers since the R2 that did not appear on Nvidia hardware on the R2. What is the hold up with AMD?


If this question breaks some NDA please remove it out of my post.

 

Maybe something to do with this article

AMD Announces 1,400 Job Cuts - Forbes.com

Seems AMD may be too busy restructuring and cutting jobs to concentrate on hardware reliability and driver support.

 

I dont think those knowing that they may loose their job at any time would make a good work. They will be busy looking for better opportinity out! I didnt like the idea of ati owned by amd. I ll turn to green team sooner.

 

Team - please stay on topic. We go off track a bit with several things, and now we're going down another road with Skyrim. Please continue discussions about Skyrim on the M18x Skyrim Performance thread. I moved the 3 posts about Skyrim to that thread since they are relevant there.

Have a nice Sunday everyone.

 

Came home two weeks after my M18x system got delivered. Unboxed it and I've now given it a proper testing over the weekend ranging from gaming to stress-testing the system.

I'm sad to report that also my brand new out of the box 6990 system is a victim. Regardless of cold-boots / warm-boots it will (frequently) thermal shutdown when gaming. Today 10 minutes into Skyrim, yesterday I got 20 minutes between shutdowns. GPU-Z also repeatedly reporting card no.1 6 degrees warmer than card no 2.

I've lost track on the staus (if any) on solving this problem. I'm heading abroad on another 3 week business trip Wednesday.

What is the most up-to-date advise for UK residents with a ridiculously expensive laptop that doesn't do what it was meant to?

 

If you can return it and configure another with NVIDIA 580 sli, do so.

 

All I can do is tell you Dell is working on it. They are in the process of collecting affected units from the field trying to fix issue. They have in the mean time stopped offering 6990m's and suggest you use hwinfo64. (which works for most.) Best estimate for fix is late Dec, early 2012.

We actually had a conference call with Dell on this very subject, Mr. Fox will post notes from meeting as soon as Dell goes over them for accuracy.

 

Yes, nuroo. Thanks for mentioning this. I meant to give an update and your comments reminded me I still need to do that.

Still waiting from Bill and Louis to review the notes and let me know. I don't want to pester them because they have a lot going on with their jobs as most of us do. You guys know I'll post them as soon as Bill lets me know they're good to go. They don't work on weekends, so it could be tomorrow or Tuesday.

 

For what it's worth, the info that 6990s are no longer being offered hasn't entirely filtered down to the tech support lane. The two I spoke with in as many days and mentioned it to were either unfamiliar with the development or stated that it was simply one option that was being considered.

 

They are still being offered, but only with a estimated delayed shipment of 4 days excluding weekends. I take this as a very positive sign of Dell being proactive and customer-centric. It does not necessarily mean that the reason has been isolated and solution for existing customers is ready for prime time yet. If this 4 day delay is an indication that Dell is performing more comprehensive bench testing testing to confirm the M18x systems shipped are only those units which are unaffected, then it is definitely a smart move that is good for Dell and for Dell customers.

 

I'm in the UK so not an option as the nVidias are an extra £550 pounds.

I've read all posts in the forum, was more interested in there'd been any resolution development. On hold with Dell support as I type this. First level escalated the call to 2nd level at the sound of 'thermal shutdown'

 

Just off the phone. In the end it boiled down to these three options that they would offer:

1. They'd send a technician to tear apart my brand-spanking new system and put in a new Motherboard+fan
2. I could wait for a solution to this problem but after 77 pages nothing seems likely to be round the corner
3. a refund

An upgrade to 580s was not offered as they don't consider that an equal replacement - despite AW US offering this.

I'm not keen on option 1, like most people I guess I can live with rebooting an extra time BUT that does not always work.

I'm leaning towards a refund and doing a 'STAY AWAY FROM ALIENWARE' stunt on YouTube - nothing I'd enjoy but I disagree with the differentiation between UK and US customers

 

Im Taking a look at sager notebook.lol

 

This short-sighted frustration and lack of patience is understandable for anyone that hasn't been with Dell/Alienware long enough to know they stand behind their products. This is the nature of gaming systems. You cannot put as much high performance hardware in a small package without a bug now and then. Something changed recently in a component or piece of micro-code and this problem was not present before. They're going to fix it and it will turn out to be worth it for those that can wait and not have unrealistic expectations.

The M18x is in a class by itself and something else is going to be a gigantic compromise in quality, performance and warranty. Nothing else measures up. I have had issues with other brands of computers... good luck getting any real help if you have an issue like this one; you'll need it to get anywhere with resolution. The only safer option for gamers is to move to a desktop platform and spend almost as much to build your own beast without a system-wide warranty or technical support.

 

I agree with your statement about dell stands by their products, but this is my first time seeing so many brand new units out if the box having thermal shutdowns. It really isn't a common thing at all in my experience.

 

You're right ACHILLES, as you usually are.

This is an exceptional situation and Dell's response has been exceptional. Your experience is a good indicator and it is not common we see something of this magnitude with their products.

It is difficult for us to gauge how widespread the issue is because our only frame of reference is this thread and the folks that have congregated to discuss (or vent) about it. If the limited stock they had on hand to test is exemplary of the distribution, it is around 2%. We don't have a way to measure that against the circulation of affected systems, but I doubt the distribution is as massive as it feels while reading this thread.

I'm very glad we are owners of Dell/Alienware products because I know we are in good hands and I believe we can expect a good outcome based on past experience.

 

This statement is sooooo true. Even outside of a DTR. The M18x is a beautiful piece of hardware. I couldn't imagine having a boxy Clevo rebrand or going with the standard single 560M offered by many manufacturers. If a refund is possible, I would go that route and reorder with 580M SLI.

 

You're right MR. Fox!.
I just Speake with Alienware tech and they will replace My screen and graphics card, the dell support and warranties are the best.

 

AWESOME bumbo! Please keep us posted. I'm very happy to hear it.

 

I will fox I will. Hehehe

 

Hi, I'm new to the forum. I ordered an M18X last week with dual radeon 6990m's before I found out about this problem. So I contacted Dell to ask about it and here is an abbreviated log of the conversation wihh all the important answers.

Kevin Firth: "I have recently ordered a Dell Alieware M18x laptop with radeon 6990m graphics cards in crossfire. Since then I have read about the problems with these overheating due to the fans not working. I now see the Radeon 6990M crossfire option is no longer avaialble. How will this effect my order ? "

Agent (Durga_Agarwal): "I see the option for the 6990 has been removed form the site because its is in back order."

Agent (Durga_Agarwal): "Your order should not be affected,however I can confirm with the production dept."

Agent (Durga_Agarwal): "The estimated delivery date is on or before Dec-01-2011."

Kevin Firth: "So hopefully the software problem with the fans not working will be fixed by the time my laptop is ready. I just don't want to receive the laptop with this problem and would prefer to wait until the problem is fixed."

Agent (Durga_Agarwal): "Okay."
Agent (Durga_Agarwal): "Our machines go through regular testing."
Agent (Durga_Agarwal): "All the issues have been rectified."

Seems like Dell are on top of it so will keep you updated if I hear any more from them.

 

Online Agents are the worst for getting accurate information. His "testing" means they run Futuremark Vantage one time on a system. If it runs it passes.

Online Agent = Rumor Mill.

Just my

 

Yeah, I tend to agree with the above comment - funny how this agent knows of a cure when the lead graphics engineer for Alienware (Louis) hasnt passed on that info to this thread via Bill.....

Agent must be barking mad....

 

I have a question , is that normal if dell said they will sent me a box , and I ship out the box with the laptop for em to check it?

 

@iPhantomhives Yea, thats normal. The last two times I sent my system for a mobo replacement to Texas, they sent me a pre paid box. Basically they mail you an emply box. Inside will be a shipping label that has the shipping stuff neccessary on it. You put your system and power cord in it. Fill out the form inside and drop it off at a FedEx facility or call and arrange a pick up. The system is then overnighted to Texas, and when it's done being worked on, it's overnighted back free of charge to you.

Oh, and it comes with foam to put your system in to prevent the system from flopping around during shipment. If you ask me it's good service, even though I hate shipping my system off.

On the other hand, last time I got my system back from the Depot it had a few scratches on the screen and some loose screws left in the fan. Imagine my suprise when I pulled my system out and heard the rattling. I rolled my eyes, plugged it in to test it and as soon as I powered it on I heard the fan kicking not one, but three screws around inside the system. But it's all good because when I called, they shipped me a new screen, palmrest, and two new fans for my system, which I replaced myself. I told them not to bother with a tech, and the guy on the other end was nice enough to grant my wish. I still have yet to remove the plastic from my screen and palm rest even though it's all bubbled and crap lookin. But I can barely see it when the screen is on. Just keeping it on to protect the screen. I love my flawless non scratched RGB

 

Firthy, I'd cancel before they ship it. After that either wait for a resolution or go with an Nvidia solution. If the solution turns out to be a gpu replacement, you will have to have a tech (or yourself) open up your shiney new machine, risking all plastics. If it is a software Band-Aid, than there is a possibility they the problem is just being masked.

 

Not sure will they give me free 580s replacement? If I could swap it , I'd better not letting em to touch my m18x. so I'm without laptop for a week? months? Also my original HDD & wifi N6300 was sold , do I need to take off my current SSD & Killer 1103?


Anyone know if 580 still parts backlog?

 

I would revert it back to stock if I were sending it. Thats how I do it anyhow. Just in case. Plus I worry that if I sent my system as is, it may be cause for a void warranty. My stock system is i5 520M, dual 5870s, N6300, 4GB 1066MHz, internal blu-ray writer, 250GB HDD, and a stealth black case. Now it's whats in my sig. So you can imagine when I send it for a mobo replacement, it takes me about an hour to revert it back to stock. I basically have to tear down the entire system and rebuild it in a black chassis. PITA


But I doubt theyd give you free 580s. But it's normally gone 4-5 days if you can mail it off early in the morning. Otherwaise FedEx has to hold on to it till the next out bound shipment is picked up.

 

This isn’t really a question, just a fear. If the problem turns out to be something hardware related like bad solder on the GPU/MB, where it can only make full contact after it heats up and expands then is reinitialized by a reboot, would Alienware/Dell just patch the bios to crank up the fans to 100 percent when there is no sensor data and call it fixed. This would make the problem very difficult to actually prove after the patch, and prevent them from having to recall and replace hardware in tons of machines. We would all be stuck with defective hardware that never has thermal shutdown down but just cranks up the fans randomly. Maybe I am paranoid but I guess my real question is, if it’s a hardware problem who thinks we will get replacement hardware instead of a software patch that possibly affects performance or intended use in an unknown way.

 

Doubtful. It would be easy to prove if you rolled back the bios. They would likely replace mobos for affected units only. Which from Dells testing thus far has only been about 1 in 45 units or so. I know in thier inventory Louis said they only found one unit thus far. Still thats over 2% of units produced. That would be worth more than the customer loss that Dell would see, and would cut into profits on their high end gaming/expensive systems.

 

Try not to put to much thought into it. Dell has always done what's right in the end.

 

My stock ram 2GB , Wifi 6300 , HDD with 320gb was sold , unable to revert it.
So , its better for me to cancel before they ship it? or should I ask em sent me 580m and replace myself?

 

Just don't ship it with a HDD. That they should be able to drum up on thier own. One of the things stated is to make sure the HDD doesn't have any proprietary data on it. I think at one point I shipped it without a HDD. They should be able to still test and replace what they need. They will have their own HDDs. You can ask for 580s. But I doubt they will give that. Last I know replacement of 6990s with 580M was off the table as an option. Doesn't hurt to ask though.

 

My new M18x is my 4th Dell, I wouldn't have bought it if I'd had no faith in Dell. I know Dell yet I am frustrated. I keep getting different advise depending on who I talk with. Level 1 Dell support hadn't heard of the problem. Level 2 wanted to replace my mobo, one fan and one GPU. They would not replace with 580's, but ordered a tech out.

@DellCares referred me to M18x Thermal Shutdown with AMD Radeon HD 6990m AMD GPUs in CrossFire configuration - Alienware Forum - Alienware Club - Dell Community


where Chris-M states
"Hardware replacements at this time will not resolve the issue."

I do not want my money back, I want the same offer that US customers are receiving and I'd really prefer not to have an unknown tech open a system he's most likely not worked on before. I cancelled the mobo replacement, rather trying to do this through customer support - although customer support have triggered level 1 tech to call me twice today each time thinking it was a new case.

No YouTube. Just frustration.

 

Not all US customers are getting the 580s.

I personally don't care since they are both cards are powerful, and wouldn't mind either as long as the problem is fixed.

 

So I have been on the phone with Dell for over 3Hrs trying to get a system exchange on my system that had 6990s (hence why I put it in this thread). Previously a Dell tech came out to replace the cards and found out they sent the cards with out a bracket and so he had to put it back together. The HDDs now will not be recognized by the system so it is dead. Dell is sending my call all over the place and no one is willing to help me do an exchange, add in that I purchased it using an Employee Purchase Program through my school so they have extra call centers for that. I am tired and frustrated so I am just going to return it. They are not willing to exchange it. Do I really want to purchase another one with this very unhelpful service especially considering this price point? I feel very disappointed.

 

killaz05, sorry for that man.

 

I would've made the field tech who made the mess call dell and explain.

Only thing you can do at this point is keep calling or contact via unresolved issues and wait for few days.

 

I called T1 support today and they said the company has not communicated any issue with the M18x with the AMD cards. Kinda crap that you cant even call them and talk about the issue.

I wanted to call & see about the return of my laptop without charge due to the issue. Im still within the 21 days since purchase. Tech couldn't confirm the delivery charge but offered to transfer to customer service also tech didn't seem interested in duplicating the fault either.

When will management send out communication to staff advising of the ongoing issue. A staff process should be put in place and call handling scripts drafted. It's a basic business process that should take half a day to draft, get sign-off and communicate out.

It's all crap..

 

Interesting post here, they seem to think it's a mobo issue.

SOLVED: Alienware M18x + AMD 6990s overheating/cold boot bug.

 

After a few lengthy phone calls with Dell tech support I am still being recommended a mobo replacement. I've attempted to refer each Tech I've spoken with to Chris-M's post stating 'hardware replacements don't fix the problem', but they all ignore it referring to forums in a somewhat negative manner.

I've gone ahead and accepted the mobo&gpu&fan replacement seeing as I felt pressurised into doing so & no real arguments against other than a forumpost they'd not read and a fear of a tech damaging a brand new laptop.

 

you guys seem to forget...a tech is the one who put it together in the first place....

 

True, it stems from both my 1710 and Inspiron 8500 which got put back wrong and from reading other users experiences. Regardless, if its not HW related ...

 

Will be interesting to see if it fixes the problem. I have e-mailed Dell and told them to put my order on hold until this problem is fixed.

 

That's my post/thread and the exact one I made here several pages back. The earlier dated motherboard does indeed work vs the newer ones. Louis confirmed they are all the same revision but that still doesn't negate the fact that earlier ones work and the latest batch are problematic.

Haha if you count low paid assembly line workers as "techs" then sure.

 

Techs may have put the laptop together but the techs that come to your house usually have no idea what they are working with for the most part. The tech that came to my house and fried my HDDs couldn't even take the battery out and was going to pry it out with a screw driver before I stopped him and took it out myself. Then I had to tell him which screws to take off. He ended up breaking a tab off the keyboard bezel.

I find it interesting that Dell has removed the AMD option on their US website... oh well

 

The field techs break parts 90% of the time they came out for my repairs.

Some actually do more harm than good.

 

For those that have not already noticed, the AMD cards are not currently offered as a configuration option on the Dell US sales web site. I have not checked other countries.

 

UK is the same...no AMD on offer. Has been like that on the UK site for a few days now....

 

Status on conference call notes...

I heard from Bill today and he has some time-sensitive responsibilities at work. I know I can relate to this and most of you probably can as well. Bill has asked Louis to review them and confirm everything is accurate. Given that the Thanksgiving holiday is upon us, I think it is realistic to assume it might be next week before I have a green light. Much of what we heard on the call has been hit on this thread already, but I do have a nice set of notes in bulleted format that I know everyone will appreciate seeing in a condensed format.

What I am striving for by delaying my post is accuracy, not censorship. With plenty of assumptions being posted, I feel it is important that nothing from our call with Bill and Louis be inaccurately relayed on this forum.