[Official] Questions for the MSI Rep! #2

What is the difference between the PE72 and PE70? The latest versions of both have 7th gen processors and gtx 1050. The only thing I can tell is the dvd drive is missing on the PE72 from the spec page and pictures, but the weight is the same as the PE70. Does that mean there might be a bigger battery from the extra room? The PE62 and PE60 seem to also differ by the dvd drive, with the PE62 being 0.2kg lighter. I really don't trust the spec sheets on the MSI website as they claim all four laptops have 6-cell 41whr batteries. Can you clarify on these different models?

 

I would like to know WHY, I have had 2 Brand New Raider GE63VR's and they have BOTH shown the following issue:

1. Battery wear 11% on one unit and 8% on the second (as reported by windows)
2. MORE importantly - WHY both have the same screen defect ! Each screen appears normal at the top and then fades to a dull grey / yellow
at the bottom. Or in the case of the second unit at the bottom right, specifically on white screens.

I realize this is a TN panel, however... we are talking about straight on viewing... no angle.


Installed batteries
Information about each currently installed battery
BATTERY 1
NAME BIF0_9
MANUFACTURER MSI
SERIAL NUMBER -
CHEMISTRY LION
DESIGN CAPACITY 53,236 mWh
FULL CHARGE CAPACITY 49,239 mWh
CYCLE COUNT -


.

 

Hi,

How long does [email protected] usually take to respond to a customer after customer service tells the customer to email that address?

 

It can take a while. Between everyone that has used the trade in program, I think we have had all very different response times. The only common thing is that once the trade in process starts, communication is usually more consistent and fast.

But the first contact can take several weeks. I would hope it would be faster now than several months ago.

 

Hi,
I have GT60 2OC i bought from long time and the FAN is getting loader and the heat is high from the FAN vent.

What i want is a guide to where i can get the FAN(s) replacement online with guide to how to replace them.

Thank you in advance.

 

It's likely the fan/vent is dirty. Have you tried to cleaning it up first using compressed air? If it's defective with a worn bearing then you can search for the part number which is located on your current fan.

 

Dissasembly of the GT60 series is quite easy. Once the bottom panel is removed, you can quickly remove the fan itself as far as I remember. Since it was a popular model, you shouldn't have problems finding dissasembly guides for MSI GT60 on youtube or so.

Though as Kevin suggested, you might be better off starting with a good cleanup and maybe even repasting. I still have a GT60 2oD over my house and it hasn't gotten any hotter/louder, thanks to consistent cleaning.

 

Did you ever get this stuff straightened out? Also, who did you order the laptop from?

Sent from my SM-G955U using Tapatalk

 

My Gt62VR 087 is less than a year old and the GPU fan died. MSI wants my laptop for over 30 days to fix the problem.

Can't you guys just send me a replacement fan?

 

Has it been more than 30 days from the date of receipt by MSI service center? If they ran out of parts it can take longer, perhaps a week longer than usual.

 

So I'm not sure where else to turn. For months now I've been trying to get consistent contact with MSI regarding the MSI GT Trade in program. I first tried calling the number given to me by an MSI representative (no one ever answered.), and finally over a month ago I was contacted by a rep with the GT trade in program who said that I qualified for the trade in program and that they'd get me the details to start the process. They requested I fill out the standard form for it and that they'd get back to me soon. The last communication was 8/24/17. I've sent two more emails since then trying to get a response, they never confirmed they had the information they needed and I'm starting to become frustrated.

I understand these things take time, but is this normal? Should I send another email?

 

Try to email them again, be patient. They will contact you once they have systems available.

 

Hey, I wanted to know if there is any MSI rep in europe where I could get a GS60 ghost GPU fan?

 

Check here and see if you can find the info you needed.
https://us.msi.com/page/service-location

 

Hi it's my first post I'm am looking at having a MSI GL72M 7RDX-1218 upgraded. I do video, cgi and other graphic work for hobbies while doing a load of business. I thought it was a good base to build from. I have a MSI desktop I am happy with. I would like opinions. I am going thru hidevolution.com

 

You can't. MSI started to go full BGA on CPU and GPU, meaning your parts are soldered to the mainboard, you cannot upgrade your notebook.

If I'm wrong then please correct me @ MSI reps, but I think the only system that has MXM graphicscards is the GT 8x series if we talk 2016/2017 models.

 

Thanks DanishBlunt Okay, I miss worded.I'm having hidevolution.com assemble a new one to my specs. I need something dependable and will last a few years. In the past I was never happy with upgrades. I'd rather get a new unit. Also I am handicapped so I clean out my old old and give it to a handicapped person or disadvantaged school kid who can't afford one for next to nothing. I am happy with my MSI Desktop and unhappy with Toshiba laptop for the on to go stuff. Thus the MSI GL72M 7RDX-1218. Any opinions

 

Since my last post I have read several reviews of the base model MSI GL72M 7RDX and am very encouraged I picked the right one to customize. In fact one hit almost every point of value I need. Still, it is the users you guys that really know. Having virtually unplugged due to a 5 1/2 hospitalization, I am out of the loop. I was using a Gateway Laptop from 2006. So, I am trying to play catch up (no mustard thank you). All input before I purchase would be appreciated.

 

@msi rep - I have a gt72s 6qe. I was told the same as most of the others that it was going to be upgradable. However, even though I registered it in Nov 2015 when I bought it, I never received the trade in program email that most of the other folks got.

Is this still a thing? Can I still do the uprade or trade in? I'd much rather go that route than get a completely new box...

 

Are you located in US/Canada? If yes then call MSI tech support directly to find out.

 

It is upgradable, no worries. MSI 1060 works, Clevo 1070 (the one eurocom is offering, not the one req. extra power) also works.

also the trade program was only in US, Canada and UK I think.

 

Yeah I live in NY.

I'll look up Eurocom and see what that'll look like.

 

Trade in was also offered in Europe but was not interesting.
This is a scandal anyway that MSI didn't communicate and reached out to customers BY THEMSELVES ! As usual we had to do the job and request clarifications and compensation (whichs so far DID NOT JUSTIFY why we were lied to).

 

Will MSI be updating all the laptops that is currently vulnerable to the Intel ME issue as i have just tested my system and its marked as the following

Code:

Based on the analysis performed by this tool: This system is vulnerable.

INTEL-SA-00086 Detection Tool
Application Version: 1.0.0.128
Scan date: 22/11/2017 00:48:12

Host Computer Information
Name: GT72-6QD
Manufacturer: Micro-Star International Co., Ltd.
Model: GT72
Processor Name: Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz
OS Version: Microsoft Windows 10 Pro

Intel(R) ME Information
Engine: Intel(R) Management Engine
Version: 11.0.0.1173
SVN: 1

Copyright(C) 2017, Intel Corporation, All rights reserved.

Reason i am asking is due to the system i have didn't get the CPU Microcode update for the Skylake/Kabylake Hyperthreading issue, so it would be nice to know if this issue will get a patch via a bios update?

 

Let's all approach MSI with this issue so they can release a BIOS update. It's very likely that there won't be other fixes included with this special release.

 

I have sent in a support ticket however it will be more then likely head banging the wall like it was with the hyperthreading microcode update where they claim the fixes are already in the 11D bios which is over a year old nearly. I do hope they do fix i as it will save me a laptop tear down and programming run after using ubu uefi editor.

Sent from my SHIELD Tablet K1 using Tapatalk

[EDIT]

I have had a reply however i don't think support knows of the issue as they are requesting pictures of the issue with my laptop, so updated the ticket with all the information that Intel has supplied on the matter hopefully that helps. Also a side note as well to the Errata: SKZ7/SKW144/SKL150/SKX150/SKZ7/KBL095/KBW095 Hyperthreading bug which seem to have been skipped for the GT72/GT80 systems which are the ones that are effected by this.

Will update when i have another reply.


[EDIT2]

MSI have now replied correctly, with the following

Code:

Thanks for your feedback.We’re aware of this Intel ME vulnerability issue and it affects to the models which bundled with Intel 6th and 7th generation core processors.
The patch is directly added to our new products, and for the products currently on the market, we’re planning to release an update tool as a solution for our customer.
The estimated release time for the update tool would be on the first week of December.
Kindly be patient and thanks again for your understanding.


Best Regards,
MSI Notebook Technical Application Department

I have also asked if the CPU Microcode update for HyperThreading SL&KL CPU's will be applied for systems that didn't get it but was effected by it, so awaiting an update on that one too.

 

Hello. I have two of questions regarding the MSI GT62VR 7RE.

1. How easy is it to open the laptop to clean the fans? (Detailed reply appreciated. Namely the approximate number of screws, type of screws, and necessity to remove certain parts to access the interior)
2. Would doing so void the warranty?

Thanks.

 

Opening/changing thermal paste/cleaning does not void warranty provided you don't damage any internal components in the process.

Its pretty to open the case, I think its about 5 screws using a regular Philipps screw driver, should have no problems accessing the fans from there.

Make sure if you're using air to hold the fan blades in place as blowing air and making the blades spin at a high rate may damage the fan voltage regulators (if it has any). If using compressed air in a can make sure its up right and not tilted so the chemicals don't come out. If possible just remove the entire fan and clean it then put it back rather than cleaning while in the laptop.

 

1. Very easy, you don't need to open it up by using a vacuum or blower to get the job done.
2. Warranty will not void unless you break something.

 

Got my new GE73VR and got to enjoy it for less than a week!!!

I was performing a BIOS update in order to then flash the Intel ME fix (says on MSI's website to flash to latest BIOS first) and now my laptop will not boot. I do not get the MSI logo or anything. When I turn on the laptop the power light turns on red but the laptop never boots.

I tried unplugging laptop, removing laptop battery, and unplugging CMOS battery (at least what appeared to be the CMOS battery) and left it unplugged for 45 minutes. Still won't boot. Is there any way to force flash the BIOS to the system or am I screwed and will have to return my laptop to @Donald@HIDevolution and wait for them to RMA to MSI for a new MB?

Anybody help? @Phoenix, @hmscott

 

You can register your laptop with MSI and open a ticket for help "blind flashing" your laptop BIOS, they can send you info - I don't have it off hand, maybe someone else does, and please post it when you get it so we can have it too.

https://register.msi.com/home/login

 

Awesome!!! Will do and will post solution here if they provide me with one.

 

You can simply explain briefly the flash failure, and ask how to recover, saying I've heard of "blind flashing" and I am asking how do I do that on my GE73?

"Blind flashing" is where you can't see the screen, you use a keyboard sequence to flash from a USB flash drive a file loaded onto the flash drive with another computer.

 

Do you know if there is still an MSI Rep around on here? I looked at the account of the OP of this thread and he/she has not posted since August of 2016.

If one is still around I would like to @ them in a response on here with my ticket number from MSI so hopefully he/she can get me the help I need.

 

Sorry, I haven't seen an MSI rep post for quite a while... and they aren't the kind one gets support help from, they are the sales and marketing types to help with product questions.

Support is only available through MSI online support, create an account, register your laptop, and open a ticket

https://register.msi.com/home/login

 

Did that already

 

You don't need an MSI rep, just read the email I sent you on November 17th for how to get tech support.

 

I don't forget...... >>> http://forum.notebookreview.com/thr...n-installing-windows-10.801046/#post-10638586

 

MSI was no help. They want me to RMA the laptop so now I will contact HIDevolution and see if they can help fix this without me having to ship my laptop around the world a few times.

I am in Afghanistan working and if I have to ship my laptop it will take 7-14 days to get from me to HID. Then shipping time from them to MSI if they can't fix it. Then however long MSI takes to fix it. Then hopefully I can get MSI to ship back to me here instead of to my home address (and hope they ship to the right address using either). Otherwise I will then have the added time for my wife to ship it to me over here. It may be 2-3 months before I see my laptop again. At this point I wish I could just return the thing and get my money back, but I know that is not an option due to the fact that if you flash a BIOS on a system you do it at your own risk even though MSI made updating the BIOS a requirement in order to be able to flash the Intel ME FW fix.

 

If you had a programmer and alligator clip and someone else with the identical motherboard as yours did also, they could pull theirs off, zip and email the dumped BIN file and you program it to yours and it would be like nothing ever happened. Easy-peasy.

 

What a mess Intel created with that ME fiasco...

I'd RMA it and get it updated at MSI then, or maybe HID can do it at their expense / site, or they will send it on to MSI.

Maybe there is a complication due to the ME issue. I know I had to fix my ME a while back (years) and Asus sent me a complex set of instructions to fix it, which worked, so I didn't need to RMA.

You could try asking MSI level1 support to escalate it to engineering, asking for detailed instructions on how to do it yourself, tell them you are technical and not uncomfortable with complex instructions. That's how I did it with Asus.

It could be that they need to get the physical laptop to re-write the BIOS chip via physical chip clip.

Maybe one of those options will be workable with help from Asus / HID, let us know how it works out

 

From another thread on here I ordered a programmer and accessories to try and hardware flash myself. While I am awaiting everything to come in from Amazon I am going to call MSI and escalate as high as I can to see if I can get help with blind flashing. I want to exhaust every means available to me before I am possibly without this laptop for 2-3 months depending on if it has to go to MSI or not.

Grinds my gears that I paid close to 3 grand for my laptop (including the drives I already had on hand) and used it for a week and now it is useless and my only recourse may be to ship it off and be without it for months due to something that MSI will tell you you do at your own risk even though they make it a requirement in order to perform a firmware fix to a problem that Intel caused.

In a perfect world I would ship it back to HID, them give me my $2400.00 back or replace my laptop with one just like it and then they get their money back from MSI; not me the consumer be SOL.

 

The problem is, you bricked it because you didn't let the flash complete before you powered off. During a flash, the screen will go blank, and you have to wait for the screen to come back and say the flash is complete before doing anything.

Therefore it is not a warranty issue.

As I told you before, you need to contact our tech support team for help, not MSI.

 

For one, I never touched the power button on the laptop while it was doing anything. I think the file may have been corrupted.

Secondly, I contacted Zoltan today.

Thirdly, if you would listen, if there is a way to un-screw this without me having to ship my laptop back halfway around the world I am going to un-screw it and if that means talking to the manufacturer myself then I am going to talk to the manufacturer.

 

This would indicate otherwise. If you had to turn it on, it means you did power it off.

 

You do realize that during a BIOS flash that the PC will restart itself, don't you?

This is when it went to a black screen. After it sat there for about an hour, yes, i did turn it off.

 

Of course...

You waited about an hour before turning it off?

Well, at this point MSI will make the call on whether they will cover this under warranty, but you will definitely have to send it in for them to make that determination.

Unfortunately, until that is done, there is nothing HIDevolution can do to help.

 

Yes I did. This is not the first time I have flashed a BIOS on a computer. It is not even the first time I have flashed a BIOS on an MSI laptop. I have one of the original GT73's from when the GTX1080 first released in laptops.

I ordered a programmer and all the accessories needed to try to flash myself. If that doesn't work then I will ship to you guys and if it goes to MSI and i have to pay to get it fixed, so be it.

I am not upset with you guys at all and sorry if my previous posts came across that way. I am mad that MSI considers this to be a "You are on your own if you choose to flash a BIOS. We are not responsible; when they make it a requirement in order to flash a firmware fix for a security issue."

I am still thrilled with the customer service I received from you guys and the excellent job you guys did on the build items that you added and the screen is absolutely amazing with no light bleed whatsoever and the calibration made it the best laptop screen I have ever personally seen, even being a TN panel. When my next purchase rolls around I plan on buying from you guys again!!!

 

@DannyB513 are you sure you downloaded the correct Bios for the GE73VR?
Another user recently downloaded the GT73VR bios for the GT83VR, which bricked it good. Not even sure how the bios even allowed the flash to start up with a different part number...

Please check the gt83 bricked thread that was posted yesterday. That user recovered the Bios easily with a HW programmer. As long as you buy the items I listed in that thread, then recovering is easy. Skypro programmer, jumper cables, Pomona 5250 clip, and (you wont use this here but keep it for video card flashing), 1.8v adapter.

The hardest part is locating the bios chip.

 

Already have everything on order. Thanks for your responses in that thread!!!

I definitely downloaded the right file. It will all work out in the end, I am sure!!