M17x Locking Up

Good day all.

Looking for some help with my M17x. It's a couple of months old now and over that time, it has a tendency to randomly lock up, every now and again.

And when I say random, I mean random. I can be playing a game (usuallly City Of Heroes) and the whole thing will freeze (any sound playing will infinitely stutter at that point). I need to do a hard reset to get it working again. Or it can just be sitting there while I am away from my desk and it will lock up. (More details later).

Edit: I wondered if it was a D3D vs OpenGL issue - COH seems to crash more often than D3D games (I've played Dragon Age/Psychonauts/L4D all day without issues, but then, I've done that with City Of Heroes too and then the next day, any game will lock the machine up at least once and then never again. City Of Heroes is the only game that seems to do multiple lockups - However, based on the Print Screen Issue below, I'm wondering if that is only because I tend to take more screenshots when I play City Of Heroes?)

Running the diagnostics, I get no error messages at all. Now, my supposition was to blame Vista and so I happily installed Windows 7 the other day. Everything was fine for a day or so, then the lockups became more and more common (yesterday have 5 lockups, whereas, I would normally have 1 and it would be fine for the rest of the day).

Now, yesterday's lockups had a common theme, which confused me. I installed Fallout 3 - Game Of The Year edition. Every time I tried to run Fallout3.exe or Fallout3launcher.exe, the computer would lock up.

After throwing my toys out of the pram, I fired off a support request to Dell (cue much gnashing of teeth there, since my Service Tag is apparently incorrect). I'm awaiting a response that I managed to get through using Service Tag "Unknown", but I don't know how successful that will be.

In the meantime, I decided to play City Of Heroes again. Game was playing well, no issues, then I decided to take a screenshot, pressing the Print Screen button.

The computer locked up.

I rebooted and just out of curiousity pressed the Print Screen button again. Yep, you guessed it. It locked up.

Tested it 4 times. Every time I press Print Screen, it locks up.

This is a bizarre error to me (and I couldn't find anything on the web which even came close).

I'm pursuing this with Dell, but was wondering if anyone here has any ideas? I'm not able to attach my laptop specs right now other than the basics.

CPU: Intel Core 2 Extreme QX9300
Memory: 4GB (2x2048) 1333MHZ DDR3 Dual Channel
Hard Drive: 1TB (2x500GB) Raid 0 "Stripe"
Graphics SLI Dual 1GB GDDR3 Nvidia GeForce GTX 260M
Windows 7 Home Premium

I've updated a few of the drivers for Windows 7, but as this was an existing problem on Windows Vista, I hope that isn't a culprit.

Any help would be appreciated.

tl;dr version

Computer locking up when I press Print Screen and other random moments! Help!

 

it's your gpu driver. uninstall clean it., then install
chipset
186.82

 

That version of the drivers isn't on the Dell website - could someone tell me where I could find that version?

Thanks.

 

http://m17x.blogspot.com/2009/08/18682-so-far-best.html

This is Batboy's blog. Very good site to get the drivers from

 

Many thanks - I'll try those when I get home from work.

Much appreciated.

 

Nope - still having issues. Have updated to those display drivers. Print Screen still causing instant lock up.

Dell Tech support asked me to update the Bios, but the version I was on was the one they told me to use.

At a loss now.

 

do you have a02

 

for petes sake

i got my m17x saturday
it locked up the first time i turned it on
and likes to lock up atleast 5 times a day
its very very effin annoying
i am beginning to want to return the POS

 

im sorry to hear that B1. This is obviously not just an isolated incident. On would think Dell would at least attempt to fix this problem as it is definitely a major one. Obviously no matter how much one spends on a laptop/desktop, there is bound to be at least a minor (sometimes major) issue or two that comes up during the lifespan of a system. However, people who plunk down thousands for this high end machine shouldnt have to put up with a constant problem like that in my opinion.

 

yeah especially from the very first time one turns it on.
like last night
it locked up while playing some nice pandora music while i folded clothes
i shut it down
started back up
and it locked up b4 windows was even loaded
shut down a again
turned it on
locked up one more time
then it finally worked

 

Just out of curiousity, do you have the latest BIOS revision A02?

 

i havent changed any bios yet, i would HOPE they would have installed the latest since they just built the laptop last week.................lemmee see

modern warfare 2 is installing right now though

 

One would think they would have the latest version installed thats true. As for Modern Warfare 2, let me know how that goes for you? im still undecided on weather im going to get the PC or 360 version.

 

i chose pc just cause i hate playign fps with a darn joystick
need a mouse

oh but we're getting off topic

 

Yes I do. I've just reinstalled Windows 7 to see if that makes a difference. Fingers crossed. (Heads off to redownload everything)

 

and yes
i also have A02

 

And success!

A quick format and (very) quick installation of Windows 7 and not only has my Print Screen and Fallout 3 lockup been solved, but several other minor niggles I had before seem to have been solved.

I've only installed the drivers earlier in the thread, I've disabled Hybrid mode, so I'm only running on the SLI cards and the whole thing seems much, much faster.

I think I'll hold off on updates of everything else until it becomes absolutely necessary. It works right now and it works well.

Everything else is just a bonus.

Of course, the fact that I can't get my Steam backups to run properly means I'm going to spend the rest of the week redownloading everything....

(It never goes easy with these things).

Thanks for the help folks. I may stop lurking here so much now.

 

And grrrrrrrr....

After a few days of normal running without any problems, it's now freezing again.

I ran an OpenGL game the first time it locked up(City Of Heroes), but a couple of hours later, I was playing Fallout 3 (which is D3D) and it froze yet again.

No idea what the problem is, but it's looking less and less likely to be software.

Anyone recommend a way to monitor temperature, in case that's it? I've got an inch gap under the laptop and plenty of space for air to blow out the back, but unfortunately, I haven't managed to find a decent 19 inch cooler for sale in the UK yet. (the NZXT one seems to have vanished from the few UK stores that were selling it).

 

try hw moniter.

 

I had a simulair lock up problem with the A00 BIOS. After the upgrade to A01 it was gone.
Now I have upgraded to A02 BIOS and had a lock-up 2 days ago.
But I found out that when Installed the latest command center (which I still think is buggy) my M17x somehow managed to alter my BIOS settings?!
So it somehow was running on my 9600m only... At the time of the lock-up.

My best guess is that it's either a driver issue from your GPU drivers or your not in full performance mode.
Check your BIOS for that. Also make sure the two green banana shaped SLI icon (grapics mode) is visible, if your M17x is running.

 

I'm getting the hard lockup with sound loop problem too. It started a few months back playing WoW, now it happens every half hour or so with Modern Warfare 2. I'm using the m15x though so I don't know how related the problem could be.

 

Token,

I had the same problem too with pretty much any game I played. (It even did that with 3D Mark.) After two and half hours with tech support and replacing (supposedly) dead graphics card I still encountered the same problem.

This was the solution that I found:

1. Reformatted and reinstalled Vista back on again by use of the Alienware recovery disk.

2. Performed a clean install of Windows 7 (I upgraded to Professional).

3. I installed all the drivers in order as instructed by Batboy's M17X blog. I know you have a M15X but the driver installation order might help solve your problem.

Now I haven't had any problems with my computer freezing with sound-loop since.

 

Thanks for the info, i'll try it.

 

Evening all,


I'd like to start off by saying I received my system yesterday and I love the design and strength of the case. That said, software wise I was immediately unhappy, noticing the "stutter" or "freezing" that's posted throughout the forums. That said I bucked down and began my method of research and experimentation regarding making my system, well, mine.

This post is being done on a Windows 7 Ultimate x64 install with a few bugs and irritations, like a periodic random lock up like that which is mentioned here. Drivers I've used so far have involved the stock and the updated ones located on Batboy's Blog. Unfortuately for me I feel I didn't do a proper wipe and re-install last time so I am about to do it again. Using only the drivers provided on Batboy's blog, and the 186.82 driver, I'll hopefully be posting here in a few hours with a system running beyond my expectations. I would also like to mention I'm noticing a mild "popping/crackling" with my sound, again randomly, but more frequently when starting an extraction program or something similar, but that I believe is well documented and talked about in the DPC Latency post also on these forums. I hope this issue will also be resolved as none of my previous laptops seemed to have this problem.


So, wish me luck and I'll keep you all updated,

Aedaric

 

I'm on A02, the graphics drivers are the ones from Batboy's blog and I've definitely got SLI mode enabled (although I'm not running Hybrid mode, because the guy at the Alienware support desk said it was "a pointless bottleneck" - ha!)

Well, I'm not sure if it is the temperature or not, but I've managed to (precariously) open my laptop, whilst it balances on the edge of the M17x instruction manual (ah, quality work that) and the keyboard no longer feels like it's frying hot.

I've got an external monitor, keyboard and stuff, so I've never actually needed to open the laptop, but what a difference it seems to make to the temperature.

The laptop hasn't locked up since I've done this. I'm also expecting a cooler to arrive in the next couple of days, so I can finally have it less precariously balanced and a nice blast of cool air going into the underside.

 

I'm going to have to learnt to shut up about this.

Laptop on less than 10 minutes, temperature fairly low and it locks up with the looping sound bug.

Gah! This is irritating now. I'm seriously considering sending this laptop back, as I've done pretty much everything I'm capable of.

My Alienware dream purchase isn't.

 

You should send it back. It's defective.

 

Okay, slight change of subject.

It's been 2.5 months since I got my laptop and I've just been informed by Alienware Support that I am not eligible for a refund. My understanding was that since I'm still within the warranty period, I'm entitled to claim that the product is not fit for purpose?

Anyone else been in this situation with them?

(Just in case you're wondering, I didn't just do a bull in a China shop "I want a refund", I asked what are my options here.)

I've been told that I should do a Clean Install again (even though I've just done one) and wait "half a day for Windows to Actualise". That sounds like technobabble to me, rather than anything practical.

The tech support guy said that it was not a hardware issue, but a software one. Given that all I've got installed is their drivers (plus the graphics driver Batboy recommended), iTunes, Steam, City Of Heroes and Champions Online, that seems unlikely. However, the Diagnostics (F12 on startup) reported nothing wrong.

If they don't think it's a hardware issue, then how likely is it that they'll take the laptop back and swap me a new one?

This is going to be a case of "once you have their money, never give it back" isn't it?

 

I'm still trying to get Alienware to talk to me about a solution. Everytime I contact them they have no idea what i'm talking about. They clearly don't want to know.

 

Be the bow that keep sending it back. I wish they give me my money back but they will not. I had hardware after hardware issue 2 laptops.

If you want your money back you be blunt refuse to pay the 15% restock fee due to hardware issue. Ask for a superviser. Also talk to your credit card or bank to refund the money.

 

Token,

I also have the m15x and have the same problem as you. Random lock ups with stuttering sound, altough it only happens when Im gaming.

I've tried a couple of things , taking of the cover and lifting it from the ground to get some better airflow , cleaning out the grils and fans, formatting and clean install... nothing seems to work...

Last week I had a couple of days with no crashes at all with non stop gaming.
this week, well I play COD 4 or Risen for about 5 minuts and it locks up..

so i REALLY don't know what this problem could be...
if you find out more, please let me know...

best regards,
Zeltix

 

I recommend you check on this post and this post. Both I feel are probably dealing with the underlying cause regarding your sound issues and lock ups, as I experience them both as well, which will not be fixed by driver updates or different drivers, it's a hardware level issue which Dell/Alienware need to address and are working on.

Also, Dell and Alienware are aware of the issue, see this post.


Aedaric

 

Thanks for those great links, hopefully a bios update will be the answer. I don't know that John B's DPC investigation is related to the OP or my problem though. We reported a sound loop but only as part of a hard lock up, I have experienced no problems with audio or video playback, I have not suffered from any stutter at any time. My multimedia and gaming performance is flawless up until the crash. The complete lack of other symptoms is what has made my problem so baffling.

 

Token, are you able to run games in Stealthmode?
I seem to be able to run them in Stealthmode, but when i go to normal mode, my system locks up in less than a minute

 

I still haven't heard anything back from Dell - promised phone calls haven't been forthcoming and the one call I did get was in the middle of the day when I was at work, despite me saying that I needed to be called in the evening only. I haven't had a single response to my emails either.

I've had a couple of crashes only in the past week. And both times it was when IE8 was running in the background of the game I was playing. (Fallout 3 and Mass Effect)

Switching of IE8 and I haven't had any more issues with my laptop. Now, I'm not saying this is the cause (and it seems to not crash when I've just got IE8 open), but so far the problem seems to have vanished.

That being said, I've thought that in the past (although, I can't remember if I had IE8 running in the background then - I'm fairly certain I did, but I'm note sure).

I'm keeping a record of what's running when it crashes, so we'll see.

I don't think the DPC issue is what's causing the crash either, although I do get moment's where the laptop itself hangs for a second or two (usuallly accompanied by a click from the hard drive) - again, it's random.

My sound is also stuttering randomly as well - the M17x seems to be getting worse as time goes on.

 

here is my normal daily routine
and when i say daily i truly mean every day


turn on m17x
windows loads
open a web page (with either IE or FF)
look at website for 30seconds to 1 minute
system locks up
i give it 3 mins to come to life
never happens
cant even get to task manager
initiate hard restart

windows gets to logon screen locks up
wait 3 mins
still the circling icon of doom never goes away
initiate 2nd hard restart

3rd time is the charm
logs in, i can do whatever i want without it lock up
for the most part
sometimes will lock up, but not very often after i deal with the aforementioned start ritual
FML

on hold with alienware as i type this so they can notate these issues and give me any advice they may have that i have not tried
if no progress is made this 2 week old 2600.00 laptop is going byebye and i am buying a mac and twittering all about it

that last bit is a joke, but kinda tempting

 

Finally got a call back from India and they are very helpful but don't seem to have any special insight into this issue. They had me run Thermofan and the system would crash at below 90c on the graphics, suggesting it's probably not a heat issue. They think it's a software problem but I seriously doubt it.

 

Hi All,

I've been having this same problem ever since I've had Vista and recently upgraded to 7. When I first encountered this issue, my first thought was that it was a hardware issue, mostlikely hard drive. After doing a diagnosis, it turned out that my hard drive had some damaged disks. Got it replaced, and the lockups and studdering stopped, only for about two weeks, then it started again. Not only have I been getting lockups, but also have been getting a BSOD message relating to the crash of nvlddmkm.sys. One thing I have noticed is that when I use the 9400M G, no lockups or studdering occurs. When I'm using the 260M's, I get lockups and studdering. Ive tried updating drivers, doing a full diagnostic, and many other miscellenious safe mode stuff. Honestly, I cannot seem to determine what the issue is here. Either its a hardware related issue that isnt detectable via diag, or a driver issue on NVIDIA's side. 186.81 has been known to cause lots of driver crashes. Or it could be what Aedaric linked, a BIOS issue. Regardless, I hope Dell/Alienware gets this fixed.

Just FYI to those who are curious about Dell/Alienware's investigation into the DPC issue that might be linked with the lockups, this is what they recently updated:

Kind of ridiculous if you ask me that this even occurs, especially since we are paying 2k+ for these machines.

 

After almost 2hrs with support this morning they will be replacing my nvidia 260's. Hopefully it helps resolve my lockups. Will report back after they do it.

 

Are folks with the AMD cards having issues too?

Mine only locks in games. The only luck I had was after a clean install and using the stock 179 drivers. After attempting a 186.xx upgrade I have the stutter/crash issue too.

I am wondering it automatic updates is the issue. The only software that has changed are the daily stupid MS patches.

I should install linux and see if the games run OK (maybe crossover).

 

I have had a few crashes while playing Dragon Age. Game freezes, repeating sound, with a required hard-reboot.

It's only happened to me three times in probably 60 hours of the game, and never outside it.