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

Well, as the 580m sli setup is only $150 more in the US now, that must be very tempting for ALOT of you guys.....and VERY painful for those who paid out the huge amount for full priced cards.....ouch!

 

Great, I'll await further instructions from you. I'm definitely not a pitchfork-wielding hater, but working 50 hours a week, I can't really spend a bunch of time replacing graphics cards, then motherboards etc like I did on my m17x r2. I'm okay to wait until you figure out how you want to facilitate this, but I do want to look at alternative resolutions. Unfortunately I just paid $279 for a year of warranty and I'm worried that as with my m17x, most of that year is going to be downtime Let me know!

 

Will keep you posted. The good news with this issue is you have a couple of workarounds, so you're not totally dead in the water. We will figure out a good solution and get it worked out as quickly as possible. Thanks for your patience.

 

Bill, what's the liklihood you can "help" someone outside of the US resolve their gpu issues? (I am in England) - I am kind of loathed to have to go thru Dell India as they do NOT comprehend the severity or gravity of the problem, they just "read off a screen" at you if you call up and treat you like you dont know what your talking about - could do with your assistance as many others here!

PS. I wont fire you a PM - you can PM me if you wish, by all means!

 

What issues do you have? I know for sure they're taking care of the problem as fast as they can. Someone is bound to have their system captured.

 

I have some suggestions. Do you have any of these?
Twitter account- Tweet @DellCares. They are fast and responsive.
Facebook account- Use the "support" link on the left of the Dell Facebook page. Goes to the same team as above, but takes a bit longer to get back to you.
Google+ account- Find Jesse Leonard and let him know I sent you.

If none of that works, send me a PM (if you haven't already) with your service tag, issue description and email address. I will route you to the team that routes UK customers to someone who can help.

 

yeah. I'm thinking the capture request PM's will be going out first thing Monday morning after the quality team at the factory gets my email tonight.

 

Of late, I have been getting in game freezes and black screens...bsod's the lot. Also had some strange "goings on" where the screen didnt go totally black as I could still barely make out two instances of gpu-z....this happened with extended display, gpuz on the lappy, game on the external. External went complete black but the lappy screen went all odd like the brightness had been turned all the way down to barely visible - but visible enough to just make out gpu-z still open (system unresponsive after this type of crash)

Been getting some horizontal flickering on the external too...

Also, a few times, I have had some very weird kind of "major slowdown" where things take forever (and I mean forever) to perform..its like slow motion right before I cant do a thing before hard shutdown.

 

I know that Dell wont capture my system as Im in the UK - Chris Mixon was doing the same thing for the Aero problem and I volunteered but was told "US Only"......

 

Thanks Bill, dont have any of the above.

If you are talking about Dell Executive Customer Resolutions, I know my way to them like the back of my hand as I have had 7 "sub-standard" rigs in the last 12 months......I know what they will do.....

 

F2 1136 with the issue.

I'll see if I get a capture request PM on Monday and go from there.

 

When I spoke with my favorite rep yesterday morning about my system, he first said they were going to capture mine but then came back and said that they were aware of the problem and would let me know as soon as they had a resolution. So is mine going to be captured and if so, how does the process work? Will I recieve a replacement before I need to send mine in or????

 

F2 1139 - has problem

 

Hey guys, what is this "capture request" you are talking about?

 

Basically, where Dell get an owner to send back their system for testing....hence "capture".....

 

Thank you for answering what "capture" is.

Frankly they could pull any m18x dual 6990 off the assembly line. Asking for a "capture" seems like a delay tactic and implies there's a problem after the system leaves their factory. As if the owner is doing something.

 

Its exactly the procedure Dell used with Aero transparency problems recently. Various owners were given the option to agree to a system capture....and again, the response on that thread was the same...why not just grab one outta the stock room????

I had volunteered but as it was a US only request, I was turned down but I still suffered from the issue.

I think its great that "Dell Cares" but they only seem to really care within the US.....that's no good to me.....

 

Go, Brooklyn, go!

Frankly? They could install and deploy a Total (and transparent) Quality Management system (@ designing, engineering, manufacturing, testing and post-sell servicing) and that will (almost) solve every single complain... specially those "right-out-of-the-box"...

 

It's not a delay tactic, just the way their procedure works. They have to capture one from the field for some odd reason. They send you a replacement if they capture yours if you ask.

 

Hi everyone,

New m18x owner here (received my system on wednesday this week).

Build config is as follows:

2860QM CPU
Windows 7 Pro
6990M Crossfire
16384MB 1600Mhz DDR3 RAM
1TB Momentus Solid State Hybrid Drive

Anyway, I have had a few issues thus far...namely:

1. M18x version of AlienFX was not installed (didn't have the Macro Keys available for selection, or in the laptop image etc) - updated via Dell Support.

2. US Keyboard instead of a UK keyboard - engineer replaced this the day after my call.

3. Crossfire was not enabled

With regards to point 3, I followed the Crossfire guide on this site (installed the AMD latest driver...uninstalled Dell ones, installed Radeon Pro and the latest CAP etc). In CCC it stated that Crossfire was enabled, but in GPU-Z it advised that is was disabled (but available)...which led to another call with Dell Support.

Following the call, the gent I was speaking with ran a couple of benchmarks (3D Mark II and Heaven (I think it was called that). On Heaven it became clear something was definitely wrong...as the max FPS I was getting was around 13/14. He then installed the stock latest Dell driver (10.8 I think), which appeared to resolve everything...FPS now ranging between 60 and 120, and Crossfire showing as enabled in GPU-Z.

I have subsequently had a quick game on Total War: Shogun 2, and noticed my right fan (as I look at my laptop screen), was not coming on...and that side was getting pretty hot (left fan was running fine). The laptop then shut itself down without warning. Upon restart, the right fan then came on (left did not).

Is this basically the same issue everyone on this thread is discussing...apologies, I'm not the sharpest tool in the box when it comes to this kind of thing!

Cheers

 

Sounds like the issue a lot of us are encountering. The fans don't spin up and the laptop shuts itself down. Can you try starting the laptop uo, then doing a restart and then running benchmarks / playing Shogun 2 ? In my case (and the same for most others) a startup from off (cold boot) then a restart seems to make things work like they should. However a cold boot seems to be when the fans don't spin up like the should.

You're still within the DSR period (guess you're in the UK, with the UK kb ) so have the option of returning it or waiting until Dell fix this.

Personally I think it's very poor that there were M18x issues with the GTX 580M and now it's become apparent that there are issues with the 6990M as well.

 

Yeah, I think they like to see if they can replicate the issue. Thats one of the reasons I think it is important for us to get a "definitive testing method" for these issues.

Its all well and good for us to type a revision and say there are probs but Dell want to know how to reproduce, right? - its the case of having to jump through some hoops which alot of us know all to well by now....

Im gonna try out some tests tomorrow given the time....

 

I posted a way to replicated the problem. here Posted it the first time you suggested it, was a good idea. Anyway try it and tweak if necessary.

 

Just an update to my situation: Bill was nice enough to cancel the delayed GPU/fans order and place an order for a replacement motherboard. As soon as I install it I'll report back with the results.

I noticed Un1b4ll has the same revision as I do, so that makes 2 faulty F2 1136's and 1 good one.

 

I went the replacement route. Same configuration. Customer care was very good about it. For that matter, the guys at tech also spent a lot of time with me trying to sort out the issue.

The new machine was shipped out 2 days ago...I think. There's no tracking number yet. Given the last few pages of posts, I'm hoping the replacement doesn't suffer from the same problem as the original machine. I'll report back one way or the other.

This may seem off base, but perhaps we should give Dell some love here. I'm guessing that it's not easy folding a boutique brand into the second largest computer maker in the world. When Alienware was independent, I'm guessing if there was an issue, they could turn on a dime. Dell is massive and maybe gets bogged down in process. Like turning an aircraft carrier as opposed to a speed boat.

But it seems to me that Alienware is still special. I'm from Canada, the former home of Voodoo. They were a thorn in Alienware's side, weren't they? Now, and no offense to HP the wonderful folks at HP; IMHO Envy is not Voodoo.

Moderator: if you see this a implied criticism of HP, I can assure it is merely an observation. If you see it otherwise, please pull the post.

I'm new to performance notebook computing. You guys are talking about checking mainboard revision numbers and repasting. I haven't figured out where the on/off button is yet...just kidding a bit here I have learned a great deal just following this thread. Props to all of you.

I'll keep my fingers crossed re the new machine. I do have a question. If the replacement has the same issue, should I go the repair route? Should I respectfully hold out for alternate hardware whether it's replacement or repair? I realize I'm putting the cart before the horse, but I wold appreciate the advice. Have a good one.

 

People with throttle problems shoud replaced the TIM on there cards,

After i replaced TIM and thermalpads on my 6970m cards OCed it doesn`t go over 73c


_________________________
Laptop: Alienware M18X / Intel i7 2860QM (sandybridge) @3.6Ghz / 2x Radeon 6970m 2GB @750/4000 CF / OCZ SSD Agility 3 120GB / Seagate Momentus 750GB 7200rpm / 16GB Kingston HyperX 1600mhz / 18.4 HD LED / Sony Bluray.
3DMark11: 6168

 

IMHO, I do believe that, besides a Total Quality Management system (a must!), the kind and personal involvement of persons like Bill, would make the more substantial change regarding the issues all Alliens adicts are experiencing.

 

@nicholaus.rossi, do you see any ficker when open the Alienwarearena.com web page or the m18x configuretion page? Thank you.

 

Just looking back at my understanding of this problem and reflecting upon my own instances, what I can clearly see from my own situation is that putting the system under any load such as gaming or benching can result in random system shutdowns. I thought that my system was free of this problem initially as most of my testing was done simply whilst idle at desktop with nothing going on. Yeah, temps were ok for that but this is a gaming system, right? - it should be able to cool itself whilst gaming without random shutdowns. I think I got my understanding wrong at the outset - thinking that temps would gradually rise regardless of load and force a shutdown - I thought as my system idled well, there was no problem.

As I havent really done much gaming (ashamedly) I didnt really notice this until I let my nephew play a few of the games I loaded. He came running in saying "I broke your laptop Uncle Ste" but obviously its not him, its the system under load, which I hadnt experienced that much as I havent really had time to play or stress the system to that degree.

I have performed a clean install (again) recently and the problem persists so I dont think there is anything driver wise to blame for me, personally. My ram is currently Dell stock ram (havent put the hyperX back in yet) which is free (suprisingly) from errors (tested 12hrs overnight using memtest86+ v.4.20 and had 8 clean passes). I dont think there is much left I can do.

Im on the latest Dell Bios and completely up to date.

I have the same MB as Nicholaus and Zero and Un1b4ll.

 

Just read this thread now for the first time in a while, will post my motherboard spec when I get home as I have no thermal shutdown issues.

 

Seeing this thread really disapoints me as I am about to recieve an m18x as a replacement for my m17xr2 due to issues. I'm at XHXXXXX which I think is about five product replacements now. I haven't gone one month without an issue since I started this Journey with my R1, and now I'm going to have to deal with this.

What's more frustrating is my rep was crystal clear I would not be getting another replacement unit because of all the previous replacements.

Perhaps on the call one subject could be communicating to customer service not to replace busted systems with busted systems.

 

What's new? They are punishing the customer for receiving the bad machines they are sending to him...
So, What's new pussicat? whoooo, hooo, whooo hoooo, whooo hoooo...

 

Hi Peeps,

I hope I am not affected.

I have the MOBO REV: F2 1131

I will be monitoring things and performing more tests over the next week or so.
Any updated news on the issue or fix?

Cheers.

 

Man, there's a lot of Dellienware hate in here. That's kind of a bummer to see :/

Do we have clear agenda with topics for the call yet?

 

The frustration is completely understandable, and I am one of the frustrated M18x owners. However, I remain very optimistic Dell/Alienware will get the issues with the 6990M video cards sorted. It is clear from Bill's participation on this forum that Dell cares about their Alienware customers and their products.

I apologize for the minimal participation this past week, as I was on a family vacation. This thread sort of exploded with activity and there is a lot to catch up on. I appreciate the diplomacy, tact and personal restraint that most everyone is demonstrating under the circumstances.

A "Team Red" panel of M18x owners has been identified and I am waiting for some additional information from a few of them. The panel will be assisting me in identifying the top issues (from the 230+ posts in this thread) that will be the main talking points for our call with Bill and Louis. Once we have that list compiled, I will send it to Bill and we will schedule the conference call. The list of talking points will also be added to the opening post for this thread.

 

Thank you mr. Fox for all your work on our behalf. I appreciate Dell's participation as well. Yes much can be said about their quaility control. (stress test b4 leaving factory??) On the other hand they have not ignored our problem, have acknowledged it, and are working with us to resolve it.

Let's hope this thing is resolved in a manner all involved can be happy with.

 

I agree. The quality control seems to be somewhat lacking during post production, before they get boxed and shipped. We have several clear examples and many members can testify to it. I know that this is not specificallly related to this thread but look at this prime example:

http://forum.notebookreview.com/alienware-m18x/622313-6990m-crossfire-cards-gpu-z-question.html

I have personally been the recipient of cosmetically and functionally "challenged" systems on more than one occasion during the last 12 months - I also know of many more NBR members who have experienced the same.

I think it was Shaden (I could be wrong on this one) who received his rig and it looked like someone had "blow-torched" the lid by the optical drive! - it was scorched THAT bad! (cant find it right now but I know there are some pics - probably amongst the M18x Unboxing thread here)

So, quality is definetly an issue that could do with some attention accross the board - both internally and externally.

 

Not at all sir! There is no 'hate': the fact is that we love Dellienware, that's the reason we are so dissapointed how 'they' (the people in charge) throw that state-of-the-art concept overboard just because of the nonsense lack of a transparent Systemic Quality Management system...

 

Thanks for your help Mr. Fox, im also having issues with the Fans, i guess that would be my only problem, and i would only ask for a Bios fix, which can't be that hard. Also would you please share your Hwinfo64 fan settings/directions with someone that has no idea what all those settings mean, Thanks!

stay strong guys and be patient
regards, Richard

 

Hey Foxie... no worries. I actually think thsi thread has gone off track a little. I know that the recent GPU issue is serious, and some good research has happened here to try and isolate the issue (Mobo or bad cards etc) ... From what Bill has indicated Dell is aware of the problem and already working on it ... So I am not sure how valuable it will be to bring this up in the conference call. Mention it and get some feedback ... sure. But I don' tthink this will be a long drawn out focus of the call.

I am wondering what else people want to raise as issues ??? Questions we might have and suggestions. Other problems people have experienced, or ways they see their performance limited.

 

Here you go, rpg:

http://forum.notebookreview.com/alienware-m18x/622102-need-help-hwinfo64-gpu-cpu-setup.html

 

Second that opinion! The concerns are many and all of them from the bases leads to the need of a transparent SYSTEMIC QUALITY MANAGEMENT system across all the phases and process related to the producing, selling and servicing the Dellienware machines... ( including the training of the support service people so to allow them to answer to the costumers issues with more substantial knowing and understanding of the specific machines and of what they are talking about...)

 

One thing i had thought of today which may help identify the problem to motherboard or cards (if it hasnt already been identified by Dell) would be to ask the Green Team forum members to have a look at their MB revisions.

Basically, if their Nvidia cards work fine on the boards that are suspected of being faulty here for AMD users, that kind of eradicates the issue of being MB related and focuses the problem to be AMD cards - surely if the board were faulty, Nvidia graphics would suffer the same problem, right?

Just a thought....would be good to get some MB revision numbers together from the Green guys to compare.

 

Not necessarily, the EC controlling the fans could be working fine for nVidia cards and not for AMD. Doesn't mean the cards are bad, just the mainboard. Besides, how else could you explain my 6990s working great now that I got rid of the problematic motherboard? My M18x works just as it should have when I received it, just sucks that I had to stick a refurb board in a brand new system but least it works.

 

Hello,

I have motherboard REV F2 1127 and I don't have any problems...or at least I haven't experienced any problems yet.
Bios Version A03

 

Your probably ok. Seems rev 1136 is hit or miss. Anything lower good anything higher problems.

 

I think it may be premature to declare (with certainty) an issue with motherboards exclusively, but I can see based on what happened in your scenario that it would seem completely logical.

There appears to potentially be more than one issue with the AMD cards in play. I have noticed 3 people on our forum (including myself) that have "dead" AMD 6990M video cards. By dead, I mean the system will not POST with them installed. I ruled out the motherboard causing that issue by installing them in my M17x R2, which also will not POST with either card installed. The 6970M video cards that I had (two sets) prior to receiving a system exchange with defective 6990M's had intermittent issues with CrossFire not working properly and random BSOD events pointing to AMD drivers.

It is possible that EC revisions in the newer motherboards which were intended to address issues with the AMD cards (or NVIDIA cards for that matter) have created unexpected problems with the fans on AMD cards. And, it may be that defects in some of the AMD cards show up only with newer motherboard revisions. (BIOS A04 was released to resolve an issue with 580M SLi beeping during POST.) This will be something we include as discussion topics and see if Louis has any information that can be shared with us.

My 6990M cards stopped working about 2.5 weeks after the machine arrived, with strange issues preceding their failure. Overheating video cards when the system was idle was definitely a problem. I did not use HWiNFO64 to manually control the fan speeds, so it may be that heat killed my AMD cards. The behavior with rebooting (versus cold booting) correcting the problem with fans came to light after my cards had already died, so I could not determine if that scenario would have been a temporary workaround in my case.

 

Good points Joker.

I was thinking from the angle that, for example, two people have the same MB rev. but one has problems and the other doesnt. I suppose theoretically this is possible if there are differences in each board for that particular revision. However, if all boards of the same revision are supposed to be 100% identical, it would be impossible for one to be "good" and one to be "bad", right? - meaning the problem would lie elsewhere perhaps.

Was just trying to think outside the box a little bit.....Im not a hugely tech savvie person compared to others here on NBR including your good self.

I guess we all just want it resolved at the end of the day regardless of the cause.

Oh, and yeah - it sucks big time to have to replace the MB on a brand new system. I imagine you didnt let a tech anywhere near yours!

 

Well in your case it seems you just had cards that failed which is a separate issue in itself. But the cold boot behavior seems to point specifically at the EC. It could just require a reprogram from Dell or something more drastic like a motherboard replacement. I know I wasn't going to wait around so I went ahead and got myself a refurb board. Hopefully it's something simple like a bios flash because if you look at the list, the majority of the problematic boards are a newer revision (I think F2 1136+).

 

Hi,

F2 1139 here with problem