Faulty Graphics Card/Return Dilemma M15x

So I took the plunge with the m15x, because yes I am one of those dbags that do care what my computer looks like. I purchased it despite the horror stories and I am already paying for it.

On my first startup, the Window's Vista bootup black screen was all green and grainy. Like a Lost Dharma Initiative Video (except greener)...Clinging on to some sad hope that this was just some cool Alienware startup effect I soldiered on, but noticed that my black alien wallpaper was doing the same thing and when I opened a browser and something was white, it would do the grainy thing (only this time the color would turn to purplish).

So quick run down:
Black gets greeny
White gets Purplish

As for the rest of the computer, any other color would just pick up some weird picks and humbars and not completely look right.

This went away thankfully after being on for a little while and after calling AW support (who have actually been pretty cool), we chalked it up to it being the first startup (in retrospect, that prolly doesn't make sense).

After a few uses this picture problem has come back. And quite frequently. After another call with AW support (who again were pretty cool), we switched to the other internal graphics card (I think a Pentium), and for 2 hours it ran fine without the colors getting all crazy. So it is looking like there is either a loose connection to my Geforce 9800 or its just a faulty card itself.

My question(s) is/are:
1. Has anyone else had this problem before? Is it the Graphics Card?
2. I was so pumped to get a new laptop and to have this problem right away has really got me pretty depressed. And since it's only been here 3 days i am well under my 30 day money back guarantee. Should I just return it? I mean I paid a shade under 3000 to get a laptop that I thought at least would not have a hardware issues. Id almost prefer a faulty hinge or touchpad...but not hardware I paid so much to work so smoothly.

I dunno, I guess I was just so psyched and now this is already a big letdown. I will appreciate the input of you guys, as 1) some of you have dealt with AW issues before and 2) 99% of you know more about laptops than I do.

 

sounds like a faulty GPU. before sending it in, try these steps:
1) update your GPU driver.
http://www.laptopvideo2go.com/forum/index.php?showtopic=23071 (x86)
http://www.laptopvideo2go.com/forum/index.php?showtopic=23072 (x64)

2) reseat your GPU:
http://4help.alienware.com/cgi-bin/...XJjaF90ZXh0PW0xNXggcmVzZWF0&p_li=&p_topview=1

3) clean out any possible dust, and/or reseat the GPU fan:
http://4help.alienware.com/cgi-bin/...XJjaF90ZXh0PW0xNXggcmVzZWF0&p_li=&p_topview=1

you can obviously combine steps 2) and 3) quite easily. also, this is just a wild hunch, but check if there's any tape between the GPU and its heatsink.

after you've done this (or only step 1), if you're scared off taking apart your lappy already), download HWMonitor ( http://www.cpuid.com/hwmonitor.php) and take a look at what temperatures your GPU is hitting. make sure to post your findings here

 

In the early builds did they not have also some problems of the plastic of the heatsink not being removed or something like that so it would not be making full contact with the GPU ?? Might want to check that too. I hope this helps. God Bless

 

Updated the driver, no dice. I have to pretty much run things on the secondary graphics card because the green is just way to frequent now.

My temps while on the geforce were this:

thermals: 80c
processor: 33c
gpu: 61c
hd: 44c

I guess I will trying reseating the GPU, but honestly I am really leaning toward returning my m15x. I mean you pay 3000 and go through a supposed 200 pt test and you get a faulty gpu. That is pretty brutal.

P.S. What would this excess plastic look like?

And I don't come from a particularly affluent family and I had to save up a lot of money to get this. This whole thing is just really depressing.

 

that sounds like a faulty or loose connector, your GPU temp isn't high enough to cause the mentioned problems.

 

I am sure this is a stupid question, where exactly when i open it up should i look for the bad connection. is there a certain wire/cable?

 

BTW. I appreciate all the feedback/help. I got to go coach my 13 year old babe ruth team. I will be trying to fix the m15x when i get back.

 

here's a guide for reseating the GPU (which might fix the bad connection):
http://4help.alienware.com/cgi-bin/...XJjaF90ZXh0PW0xNXggcmVzZWF0&p_li=&p_topview=1

 

AW cant control a faulty gpu

 

Yes this has happened unfortunately and is definitely something he should check.

 

where would the plastic be if it was left there by accident?

 

On the GPU chip, some sort of yellow covering plastic I think?

 

even with guidance from alienware techsupport on how to reseat, it didnt work. On top of that it just has stopped working altogether. I guess that was just the next progression from being weird green.

im just gonna return it. too much of a headache.*

*15% restocking fee...ugh.

 

Since the system is faulty, they could either try to fix it, or you should get a Full refund, but you will have to ask for that.

Have you tried to boot it on the Intel Chip?
When the computer is off, hold the right side of the touch button till it boots the BIOS. This will boot into the integrated card.

Your problem is either faulty GPU, bad connection, or faulty screen.
You might also want to try plugging it into a hdmi screen.

Also try this: Reseating the LCD inverter connection.
http://4help.alienware.com/cgi-bin/...XJjaF90ZXh0PW0xNXggcmVzZWF0&p_li=&p_topview=1

 

Yeah the intel graphics card works like a glove.

So it was clearly the nvidia card.

They are sending me a new card.

If that doesn't fix it, i will demand a full refund. If I get one, well that remains to be seen.

 

It is very possible. Keep pushing for it if you have to. They will say no at first but when you get all the way to a manager they will agree to wave the restocking fee. I know 2 people personally that got full refund no problem, and I was there.

Good luck with the cards.

 

http://4help.alienware.com/cgi-bin/...2U9MSZwX3NlYXJjaF90ZXh0PW0xNXggcmVzZWF0&p_li=

I have heat sink B. Am I gonna need to replace the grey gunky (really technical right) coating that is in between the elevated square section on the graphics card and the heat sink?

 

that's the only bit you want to replace. leave the purple pads alone.

 

Purple pads?

Sorry if this is just unabashed hand holding.

So to summarize. After I swap out the graphics card and seat it in my computer, I will have to recoat the square elevated portion so that it doesn't directly touch the bronze portion (underneath the heatsink)?

 

coat it with a very thin layer. its too bad aw doesn't have onsite tech support. not condescending at all, but it sounds like you have no idea what you're doing and i'd hate for you to mess it up. a very very very thin layer of the thermal compound...

 

Funny thing is, when I was on the phone with Customer Support, they said I wouldn't have to reapply anything but I would just have to basically reseat the new graphics card.

That's weird.

O and another thing. Should I scrape off the remaining thermal residue on the bottom of the heatsink?

Edit: O and don't worry about condescending. I basically asked for that when I wrote the grey gunky stuff.

 

only scrape it off if your going to put some in its place

 

What I am starting to think is that there was never supposed to be a thermal compound on it in the first place. Because in the tutorial on alienware about replacing a GPU it makes no mention of reapplying any thermal compound. Maybe the thermal pad is enough.

Or like someone said before, a thin layer of a little compound couldn't hurt?

 

If you don't have a thermal compound, within a few hours of using the computer, it will catch fire if not explode.

 

AS per my understanding, Thermal Paste (what we lazily refer as Thermal Compound) and Thermal Pad are two different types of Thermal Compounds serving the same purpose - dissipiating heat. So if you already have a thermal pad, you need not be required to apply thermal paste on it again, and in that case, doing so definitely will not help.

see this link for some enlightment -

http://compreviews.about.com/cs/cooling/a/aaTCompounds.htm

 

The thermal pads transfer heat away from the GPU's memory chips, the thermal paste transfers heat away from the GPU's core. If you dont have thermal paste applied on this then you'll fry the new GPU chip - bear in mind that if you do this then your warranty with Alienware is voided as per there T&C's regarding customer induced heat related damage.

 

See that is what I figured, on top of the fact that there is/was clearly some TC on there before. I just find it funny that when I asked CS about it, they said I wouldn't need any. But it just sounds like he was just trying to get me off the phone because I was asking too many questions.

 

uh oh... so i got it wrong... anyway, thanks for the info.