How do I return a laptop?

I received my laptop (Sager NP9170) last June 28, 2012 (Thursday). After opening the laptop everything went well. Finally my laptop ran out of charge so I plugged the charger and continue to play with my new laptop. I was running 3DMark 11 so that I could see if I am getting the benchmark scores that the I should be getting. At the middle of the test, the laptop froze so I turned off the laptop and turned it on again, but this time the laptop would freeze at the windows logo. I tried to turn off and on several times and got the same response, it froze everytime. I tried to reinstall windows 7 on the laptop but it was still freezing. I tried to unplug the charger and it didn't freeze, But this time I was having these BSOD that says "STOP: 0x00000116 (0xFFFFFA800A3FA010, ......and atikmpag.sys" and at the bottom it says "Contact your system admin or technical support group for further assistance."

I just want to return the laptop. what procedures should i do? I sent an email to [email protected] yesterday and as of now there's no reply.

Can anyone help me?

 

First off, this sounds like a driver problem, not necessarily anything wrong with your new laptop.

atikmpag.sys is an ATI driver, and it could be that is what is causing the problem. Sometimes if you boot Windows into "Safe Mode", remove the ATI drivers, and then reinstall those drivers, the problem can be resolved.

If you need more assistance with this, you can either wait to see if someone from Xotic PC sees this post, or you could also try their user forums - Activity Stream - XOTICPC Forums. May get better support from there.

Since it is a weekend, and you don't say the time (in Xotic PC's timezone when you sent the email), you may not hear from anyone until Monday, but on occasion you may see a reply from one of their reps. So hold tight for now, and wait until you hear from a rep. If Monday comes and about mid-morning their time, if you still haven't seen a reply from them, try calling their phone lines.

HTH.

 

as you only received it 2 days ago its worth waiting for xoticpc to reply.
something could of worked lose through transit but its strange that it seems to work on battery but not on mains. also as mentioned it could just be a driver.
have you updated or loaded any drivers since you received the lappy.

download Who Crashed which will give a dump report and we can advise after you post the result on here.

strangely enough ive had a nightmare week where ive had to re install vista 3 times with numerous crashes and freeze ups on bootup. as far as i can tell this was caused by a dodgy windows update.

 

If you need immediate help, I would call them.

 

@jclausius - I already did that. I did a clean install of the drivers with the help of Driver Sweeper and when I reboot it, the laptop crashes an goes into BSOD. I sent the email last June 29 10:35PM Easter Time. I hope by monday I have a reply.

@MrDJ - How do I update my drivers? Because what I do is I go to Device Manager, right click on AMD 7970m and select Update Driver Software and choose Search Automatically. And it says that my driver is up to date. And for the WhoCrashed I will try to do it now.

@alexUW - It's the weekend that's why I'm not calling. If by monday afternoon I don't get an email, then I will call them.

 

Wait you ran driver sweeper and then the issues started? Well then you did it.

NEVER EVER RUN DRIVER SWEEPER.

THAT GOES TRIPLE FOR SWITCHABLE SETUPS.

You need to go into safe mode, remove the drivers, get the drivers on the clevo website installed and then install the latest 12.7 betas over them.

 

Hold on...say you want to upgrade to CCC 12.7 beta. You aren't supposed to drive sweep the existing video drivers and install 12.7?

 

Aren't we supposed to uninstall old drivers -> driver sweep -> install updated drivers?

 

Oh btw to OP, have you tried reformatting? Do a clean install after that and maybe it will work.

 

pretty sure you just install the display driver over stock one from the beta drivers but i may be wrong

 

EDIT: wait nvm ^^^^^^ thats right

 

No, the 12.7 drivers do not have the CCC support for switchable graphics. If you run driver sweeper, you are losing that capability so that's where the problem is coming from.

 

No. That's old school XP thought process. With WDM it isn't necessary. Since Vista I haven't had to do any driver cleaner for any reason whatsoever. I guess if you really botch your system with some funky modded and/or beta drivers then maybe it will help. Otherwise, absolutely not necessary.

 

Thanks, that's good to know

 

I've emailed OP, since he had emailed us directly, but looking up that particular driver name, lo and behold, here I am. It looks like he's gotten some good information from here as well, and nothing different from what I suggested. We'll see what he says.

 

couldve sworn it was the other way around

 

Thank you everyone for your input.

Here's what I did. I did a clean installation of Windows then installed all the drivers. And its working. The only problem I'm having now is I got a yellow exclamation point beside the 7970m driver in the device manager.

And the name changed to "7900 MOD - AMD Radeon HD 7970m"

What should I do? If everything goes well and no problems occur. I'll be very happy to keep the laptop.

Also, Im getting this warnig message. "The Catalyst Control Center is not supported by the driver version of your enabled graphics adapter. Please update your AMD graphics driver, or enable your AMD adapter using the Displays Manager."

 

Hmm, are you using beta drivers or the one from your disk?

 

If I use the one that came with the laptop, it crashes and goes into a black screen with a cursor blinking on the top left. I have tried the 12.6, 12.7. It still says the same thing. "The Catalyst Control Center is not supported by the driver version of your enabled graphics adapter. Please update your AMD graphics driver, or enable your AMD adapter using the Displays Manager."

 

Now I'm confused. Do we install the driver from 12.7 and nothing else, or every thing but the driver?

 

I installed the one from the disc and i havent had any issues

Sent from my Galaxy Nexus

 

I actually used driver sweeper and removed ALL ati drivers to update to the beta drivers in 12.7 8.981.2.0 and have had zero issues. Run benchmarks at around 5800 and life is grand. Not a single bsod. It's actually quite funny how many people say to do different things when updating drivers....

 

yes it seems that very few on here actually have any idea what they're doing. The rest just like to talk.

 

so much conflicting info/advice
..............

 

driver cleaner pro/ driver sweeper / cc cleaner are totally down to the individual to use or not to use. but as HTWingNut say its old skool.
using any of the above cleaners needs to be done in safe mode only.

ive only ever used nvidia drivers so i cant comment on ati and if it can cause problems or not.

over the last year ive done lots of tests just doing a normal auto upgrade and then using driver cleaner pro/driver sweeper and cc cleaner.
every time i use the cleaners they each find different bits of nvidia crap still left in the registry from the previous driver so i still use them as im old skool and have never had a problem using them.
i lost all the data when my hard drive packed up but as soon as theres another whql released i will post all the screen shots of what each cleaner found.

 

To clear things up. Here's what I do when I do a clean install of the driver for AMD. (hope I'm doing it right)

Uninstall driver > Run Driver Sweeper > Reboot > Install Driver

I'm still having troubles installing the AMD drivers using the CD that came with the laptop. Instead of having a black screen with a blinking cursor. I get a BSOD with a igdpmd64.sys

What does that mean? Can anyone give me links as to what drivers should I install?

 

nope.
if you want to use driver sweeper then you uninstall driver reboot > continuously press F8 for safe mode on boot up > go into safemode and run driver sweeper > reboot > install new driver.

but as i mentioned before i only use nvidia drivers so i dont know if driver sweeper performs as well with ati drivers. only ati owners can advise on that one.

 

Driver sweeper has always worked fine for me. It's the same for ati and nVidia.

 

Ok, so if I do that process, will it eliminate the error that I'm having now? Does anyone know what kind of error is it? and what's causing it? Because from atikmpag.sys error, it changed to igdpmd64.sys

 

i have no idea. hopefully a ati user can advise.

 

The process is the same for ati. Can't say if it will solve the problem, but it's worth a go. That new error is something to do with the Intel graphics. Be aware that even if it says that is the problem, it could be something like anti virus instead.

 

Here's what I did. I followed MrDj on how to do a clean install of the drivers. But instead of using the CD that came with the laptop. I downloaded the 12.7 beta and installed that one instead. Everything went through but after rebooting I got this message "The Catalyst Control Center is not supported by the driver version of your enabled graphics adapter. Please update your AMD graphics driver, or enable your AMD adapter using the Displays Manager." What should I do now? This is making me mad

 

When installing the 12.7 driver, u want to leave your old driver there and just install the 12.7 driver by going to "Custom Install" when it ask you if you want to do the 2 types of installs. Uncheck everything except the display driver.

 

Ok. So when i install the old driver, do i have to reboot before installing 12.7 or can i install both then reboot?

 

I have the same error as you!
Got Clevo P150EM and 7970m
Cant install proper driver and got igdpmd64.sys BSOD.
Did you fix it?

 

Ahh.. good old ATI Driver problems.. main reason I dont get ATI Video Cards.. maybe next time go with the Nvidia green team OP?

 

You can get just as many issues on the green side.

Use the original drivers like he suggested, then put the latest ones over that.

 

Never had one since day 1

 

To be fair you by yourself is not really a representative example