Problem with the fans with Area 51m

Hi guys, let me introduce myself first and sorry if my english isn't good enough. My name is Miguel Rios, im 32 years old, im from Perú and im a big fan of the alien head trademark.

Well, i bought and Alienware Area 51m refurbished from ebay in October 2019, since 2 or 3 weeks ago a problem my problem started:

A black screen issue after started a game and play for 4-5 minutes with the only solution of restart the laptop with RTX 2070 and 9700k. Just the screen shut down, the pc was on, light in keyboard and also some sound of windows.

The only way to solve my problem was before playing open the AW Command Center and activate the thermal perfomance option, then the fans started to spin and just after that i tried a game and play with no problems.

My question is that is normal, the idea is that the fans have to start working when you entered a game right?

By the way, i have my drivers and bios up to date, also i obtained good results in heaven benchmark, the AW benchmark, when playing i have good temps also.

Then what do you think can be the problem?

Thanks in advance.

If you need any detail pls ask to me.

 

Grab Hwinfo and monitor your temps while your playing and report back with your findings. In particular, use it normally without the fix to see what temps are doing off of performance mode. Even without performance mode the laptop should be kicking the fans up in response to heat and the increased load on the system.

IF it is a thermal issue it's weird that the screen would just go black as typically it will just throttle itself down. Maybe a memory chip is getting to hot? Maybe performance mode is keeping it cool enough to not trigger the issue, or maybe it will just take longer.

When the screen goes black do you get the sound of something being removed from the system? Like unplugging a USB? That could mean it's losing the GPU and might be a hardware issue.

 

I've bought one off Dell Outlet, same configuration as yours. Max temp on GPU is less than 60 Celsius and 50 Celsius on CPU while gaming. No issue like what you are describing.