OK. Account issue solved. And it's only been 2 engineers, not 3, but who knows what's next.
I have found at least three other people on other threads with exactly the same issue. Alienware logo, spinning dots, as well as many more users with issues with AWCC after the BIOS upgrade.
This is obviously a known issue.
The first line support should be made aware, so they don't waste our time and theirs and then finally, reluctantly, send an engineer with a "new" motherboard, just to downgrade the BIOS, after which it will just automatically upgrade itself to 2.2.1 again and brick. Certainly the engineers (great techies, but probably unfamiliar with the specific hardware) should be made aware and told how to block auto-upgrade on that very first boot when they change the System Tag and Case Type.
I could happily live with 2.1.3, at least until a safe BIOS version is released.
Now I'm in yet another holding pattern while they kick it upstairs.
I've had this machine for approx 4 months, of which the last month it has been a big black expensive paperweight on my desk. Not exactly value for money.
I've been informed that it's been passed on to 3rd level support (whoever and wherever they are). Could take 2-3 business days to get back to me (as of yesterday. but not holding my breath.)
2.2.2 also fails in exactly the same way. It's odd that it works for some R10s and fails for others. Some miniscule difference somewhere. Is it the non X 5900? Or the VBIOS on the RTX? The mobo has been switched twice, so that's not as likely.
@DELL-Chris M I noticed this bios update is being pushed by windows update as an optional driver update, but the bios number is actually 0.2.2.1 I believe.
It does not try to install on my R10 because I have encapsulated UEFI updates turned off in my bios settings, preventing Windows Update from automatically installing this update on my R10.
The bios number is incorrect and it's causing endless loop issues for some users as per the above post.
Any chance we can get this escalated and at least removed from Windows Update because of the incorrect BIOS version?
My machine is as is came out of the factory. 32GB in 2x16 .
I was having a look round the BIOS, because...it's already dead, and tried it with Overclocking Features Disabled (default!) and Enabled with XMP Auto. It makes no difference to the boot problem, but at least the Memory Speed as indicated goes up to 3466MHz. This thing passes all the SupportAssist Diagnistics tests with flying colours.But...
At every boot, be it from the original internal 512GB NVMe or a USB stick with Windows recovery or Zorin Linux, it shows the splash logo (Alienware or Windows logo, depending on boot device) and either the Windows spinning dots or the Zorin logo (again depending on boot device). It's getting past the BIOS, but the OS is unable to progress. A failure to communicate.
The "fix" is easy. New mobo, block UEFI update. But my case has gone up to the nerd squad so jeebus knows how long it's going to take now.
As a value proposition, this R10 is a bit of a bust. In the 6 months or so since money changed hands, it took 2 months to arrive, worked beautifully for 3 months and has been broken for 1 month.
It cost about 10x as much as the XBOX Series S I ordered at roughly the same time, which arrived the next day and has been flawless ever since.
What stands out (to me) is that you're able to successfully
enter the BIOS configuration menus, and
pass the SupportAssist diagnostics.
Furthermore, seeing the Alienware splash logo and then the boot animation for different operating systems indicates that your R10 is able to successfully complete POST and then the BIOS successfully starts the the bootloader for the OS—i.e., Windows Boot Manager or GRUB (Linux).
Since your display goes "dark" during the OS boot process, it suggests that the OS may be failing to load a driver as the Windows or Linux kernel initializes.
Seeing your cost analysis post (nice diagram, btw), it sounds like you've put a lot of time into this—and I can totally understand your frustration with trying to get this issue fixed so that your R10 "just works". If you want to troubleshoot this issue, I've got a few ideas that could isolate the hardware or software issue. Since it sounds like you're already in the process of getting a hardware replacement, I've put the troubleshooting steps in a spoiler tag—just in case you don't want to look at troubleshooting steps right now.
When troubleshooting can you please set the R10's
Overclocking Feature to "disabled" in the BIOS?
- This ensures the firmware configures your Ryzen CPU using AMD's recommended settings, and
- That the memory operates at JEDEC-standardized clock and memory timings.
Since you've tried booting into both Windows and Linux, and both result in loss of display output during the OS boot process:
1. What is your SATA controller is set to?
1.1. This setting is under
Advanced →
SATA Operation in the BIOS.
2. How is the Resizable Base Address Register (ReBAR) feature configured?
2.1. This setting is under
Advanced →
PCIe Resizable Base Address Register in the BIOS.
Both the SATA controller configuration and ReBAR configuration could cause your display to go "dark" at boot-time if the OS doesn't have the proper driver installed
before boot time.
When troubleshooting can you please set the R10's Overclocking Feature to "disabled" in the BIOS?- This ensures the firmware configures your Ryzen CPU using AMD's recommended settings, and- That the memory operates at JEDEC-standardized clock and memory timings.Since you've tried booting into both Windows and Linux, and both result in loss of display output during the OS boot process:1. What is your SATA controller is set to? 1.1. This setting is under Advanced → SATA Operation in the BIOS. 2. How is the Resizable Base Address Register (ReBAR) feature configured? 2.1. This setting is under Advanced → PCIe Resizable Base Address Register in the BIOS.Both the SATA controller configuration and ReBAR configuration could cause your display to go "dark" at boot-time if the OS doesn't have the proper driver installed before boot time.
Booting into Linux with the SATA controller in RAID mode does not work, since Linux doesn't have a driver for AMD's storage controller.
Windows will not boot if you've changed the SATA mode
Windows will not install new storage controllers for the boot drive at boot time, but
Windows will install new storage controllers if you boot into safe mode.
Your GPU obviously works, but you only get display output when using the R10 firmware's Graphics Output Protocol (GOP)—i.e., before Windows or Linux loads display drivers. That's why you can see the boot progress screens for each OS. If you had the ability to swap out your RTX 3090 for another (UEFI compatible) GPU—e.g.,
AMD 400-series, Vega-series, 5000-series;
any RTX 30-series GPU not based on Nvidia's GA102 chip—i.e.,
30xx models ≤ 3070 Ti;
RTX 20-series;
RTX 16-series;
you could identify if there's an issue between the 2.2.x firmware update and the GPU.
Booting into Linux with the SATA controller in RAID mode does not work, since Linux doesn't have a driver for AMD's storage controller.Windows will not boot if you've changed the SATA modeWindows will not install new storage controllers for the boot drive at boot time, butWindows will install new storage controllers if you boot into safe mode.Your GPU obviously works, but you only get display output when using the R10 firmware's Graphics Output Protocol (GOP)—i.e., before Windows or Linux loads display drivers. That's why you can see the boot progress screens for each OS. If you had the ability to swap out your RTX 3090 for another (UEFI compatible) GPU—e.g.,AMD 400-series, Vega-series, 5000-series;any RTX 30-series GPU not based on Nvidia's GA102 chip—i.e.,30xx models ≤ 3070 Ti;RTX 20-series;RTX 16-series;you could identify if there's an issue between the 2.2.x firmware update and the GPU.
Thanks for your input. As you can imagine, I've been through all manor of BIOS settings in my long, long conversations with Dell Support to rectify the issue. Overclocking off and on, SATA in AHCI and RAID, Resizeable BAR off and on. You name it. All to no avail. What you always get is Alienware and spinning dots, see image, ad infinitum. Obviously every 3rd failed attempt you see Preparing Automatic Repair as well. This will merrily go on overnight without any progress.
Thanks. It was supposedly escalated to 3rd level support on Monday, so 2-3 business days later, still no response. Maybe they mean in Austin TX?, so there's a time difference to CET.
As I see it, there are 2 options: Another mobo replacement and block the BIOS upgrade or Bring out a new BIOS version to reverse the problem. If they go for #1, it'll be next week before they can schedule a tech. #2 is anyone's guess.
A GPU swap would have been a nice test, but all of the machines in our office are small business machines with Intel HD.
Update. I await the arrival of a 3rd engineer with motherboard.
The obvious solution of "new mobo, block auto-update" has been sanctioned by the higher-ups. Probably because there's no new BIOS on the immediate horizon. With any luck, I should have my machine back up and running by the end of the week, as there is always the 2-3 business days between scheduling an engineer and, depending on parts availability, one turning up.
An update for RTX 30-series GPUs was posted to the R10 download page one day after an R10 BIOS update.
From previous conversations it sounds like you're going to stay on R10 system BIOS v2.1.3, but are you planning to update your 3090 to the latest VBIOS after your R10 motherboard is serviced?
P.S. I'm not running an RTX 30-series GPU with my R10, so I can not provide any first-hand experience with this VBIOS update.
PCRead
1 Rookie
•
132 Posts
0
October 25th, 2021 23:00
OK. Account issue solved.
And it's only been 2 engineers, not 3, but who knows what's next.
I have found at least three other people on other threads with exactly the same issue.
Alienware logo, spinning dots, as well as many more users with issues with AWCC after the BIOS upgrade.
This is obviously a known issue.
The first line support should be made aware, so they don't waste our time and theirs and then finally, reluctantly, send an engineer with a "new" motherboard, just to downgrade the BIOS, after which it will just automatically upgrade itself to 2.2.1 again and brick.
Certainly the engineers (great techies, but probably unfamiliar with the specific hardware) should be made aware and told how to block auto-upgrade on that very first boot when they change the System Tag and Case Type.
I could happily live with 2.1.3, at least until a safe BIOS version is released.
Now I'm in yet another holding pattern while they kick it upstairs.
I've had this machine for approx 4 months, of which the last month it has been a big black expensive paperweight on my desk. Not exactly value for money.
PCRead
1 Rookie
•
132 Posts
0
October 26th, 2021 05:00
I've been informed that it's been passed on to 3rd level support (whoever and wherever they are). Could take 2-3 business days to get back to me (as of yesterday. but not holding my breath.)
2.2.2 also fails in exactly the same way.
It's odd that it works for some R10s and fails for others. Some miniscule difference somewhere. Is it the non X 5900? Or the VBIOS on the RTX? The mobo has been switched twice, so that's not as likely.
Vanadiel
6 Professor
•
7.1K Posts
0
October 26th, 2021 05:00
@DELL-Chris M I noticed this bios update is being pushed by windows update as an optional driver update, but the bios number is actually 0.2.2.1 I believe.
It does not try to install on my R10 because I have encapsulated UEFI updates turned off in my bios settings, preventing Windows Update from automatically installing this update on my R10.
The bios number is incorrect and it's causing endless loop issues for some users as per the above post.
Any chance we can get this escalated and at least removed from Windows Update because of the incorrect BIOS version?
tc5
1 Rookie
•
54 Posts
0
October 26th, 2021 07:00
What specific behavior are you running into at boot time?
tc5
1 Rookie
•
54 Posts
0
October 26th, 2021 08:00
Also, forgot to ask…
For example—I'm running 32 GB (4x 8 GB DIMMs) of Kingston-brand HyperX memory configured for DDR4-3466, and my memory is not from the factory.
PCRead
1 Rookie
•
132 Posts
0
October 26th, 2021 22:00
Hi.
My machine is as is came out of the factory. 32GB in 2x16 .
I was having a look round the BIOS, because...it's already dead, and tried it with Overclocking Features Disabled (default!) and Enabled with XMP Auto.
It makes no difference to the boot problem, but at least the Memory Speed as indicated goes up to 3466MHz.
This thing passes all the SupportAssist Diagnistics tests with flying colours.But...
At every boot, be it from the original internal 512GB NVMe or a USB stick with Windows recovery or Zorin Linux, it shows the splash logo (Alienware or Windows logo, depending on boot device) and either the Windows spinning dots or the Zorin logo (again depending on boot device).
It's getting past the BIOS, but the OS is unable to progress. A failure to communicate.
The "fix" is easy. New mobo, block UEFI update. But my case has gone up to the nerd squad so jeebus knows how long it's going to take now.
PCRead
1 Rookie
•
132 Posts
0
October 27th, 2021 01:00
As a value proposition, this R10 is a bit of a bust. In the 6 months or so since money changed hands, it took 2 months to arrive, worked beautifully for 3 months and has been broken for 1 month.
It cost about 10x as much as the XBOX Series S I ordered at roughly the same time, which arrived the next day and has been flawless ever since.
tc5
1 Rookie
•
54 Posts
0
October 27th, 2021 06:00
Thanks for clarifying.
What stands out (to me) is that you're able to successfully
Furthermore, seeing the Alienware splash logo and then the boot animation for different operating systems indicates that your R10 is able to successfully complete POST and then the BIOS successfully starts the the bootloader for the OS—i.e., Windows Boot Manager or GRUB (Linux).
Since your display goes "dark" during the OS boot process, it suggests that the OS may be failing to load a driver as the Windows or Linux kernel initializes.
Seeing your cost analysis post (nice diagram, btw), it sounds like you've put a lot of time into this—and I can totally understand your frustration with trying to get this issue fixed so that your R10 "just works". If you want to troubleshoot this issue, I've got a few ideas that could isolate the hardware or software issue. Since it sounds like you're already in the process of getting a hardware replacement, I've put the troubleshooting steps in a spoiler tag—just in case you don't want to look at troubleshooting steps right now.
- This ensures the firmware configures your Ryzen CPU using AMD's recommended settings, and
- That the memory operates at JEDEC-standardized clock and memory timings.
Since you've tried booting into both Windows and Linux, and both result in loss of display output during the OS boot process:
1. What is your SATA controller is set to?
1.1. This setting is under Advanced → SATA Operation in the BIOS.
2. How is the Resizable Base Address Register (ReBAR) feature configured?
2.1. This setting is under Advanced → PCIe Resizable Base Address Register in the BIOS.
Both the SATA controller configuration and ReBAR configuration could cause your display to go "dark" at boot-time if the OS doesn't have the proper driver installed before boot time.
tc5
1 Rookie
•
54 Posts
1
October 27th, 2021 07:00
Fair enough… hope that you get your hardware repair soon.
I put my thoughts in spoilers, since it sounds more debugging at this point is moot with a hardware replacement in process.
Good luck, and hope the hardware replacement happens soon!
Booting into Linux with the SATA controller in RAID mode does not work, since Linux doesn't have a driver for AMD's storage controller.
Windows will not boot if you've changed the SATA mode
Your GPU obviously works, but you only get display output when using the R10 firmware's Graphics Output Protocol (GOP)—i.e., before Windows or Linux loads display drivers. That's why you can see the boot progress screens for each OS. If you had the ability to swap out your RTX 3090 for another (UEFI compatible) GPU—e.g.,
you could identify if there's an issue between the 2.2.x firmware update and the GPU.
PCRead
1 Rookie
•
132 Posts
0
October 27th, 2021 07:00
Thanks for your input. As you can imagine, I've been through all manor of BIOS settings in my long, long conversations with Dell Support to rectify the issue.
Overclocking off and on, SATA in AHCI and RAID, Resizeable BAR off and on. You name it.
All to no avail.
What you always get is Alienware and spinning dots, see image, ad infinitum. Obviously every 3rd failed attempt you see Preparing Automatic Repair as well. This will merrily go on overnight without any progress.
PCRead
1 Rookie
•
132 Posts
1
October 28th, 2021 00:00
Thanks.
It was supposedly escalated to 3rd level support on Monday, so 2-3 business days later, still no response. Maybe they mean in Austin TX?, so there's a time difference to CET.
As I see it, there are 2 options: Another mobo replacement and block the BIOS upgrade or Bring out a new BIOS version to reverse the problem.
If they go for #1, it'll be next week before they can schedule a tech. #2 is anyone's guess.
A GPU swap would have been a nice test, but all of the machines in our office are small business machines with Intel HD.
PCRead
1 Rookie
•
132 Posts
0
October 28th, 2021 23:00
Well that was a bust. after more than the promised 2-3 business days, the word from the top techies:
"Load the BIOS to defaults:
Boot the system to the operating system. Update to 2.2.2
If this is not working, you can use the BIOS recovery to revert back to version 2.1.3, restart the system and then update to version 2.2.2"
As useless information goes, this is up there. 2.2.1 won't downgrade, 2.2.2 doesn't fix the problem.
We've wasted another week.
I'm livid, but this forum won't let me use curse words. Belgium man! Belgium!
PCRead
1 Rookie
•
132 Posts
0
November 1st, 2021 01:00
Update.
I await the arrival of a 3rd engineer with motherboard.
The obvious solution of "new mobo, block auto-update" has been sanctioned by the higher-ups.
Probably because there's no new BIOS on the immediate horizon.
With any luck, I should have my machine back up and running by the end of the week, as there is always the 2-3 business days between scheduling an engineer and, depending on parts availability, one turning up.
Yatzi123
5 Posts
0
November 2nd, 2021 05:00
Pretty much the exact same issue. Aurora Ryzen R10 with 3090 and 64 GB.
Boy did I spend some money and I live in Italy, so I am not sure how Dell will resolve this over here. Let's see.
New motherboard? How long did that take?
tc5
1 Rookie
•
54 Posts
0
November 2nd, 2021 19:00
So I just noticed that Dell posted VBIOS v1.0.0.3 update for RTX 30-series GPUs a day after they posted the R10 BIOS v2.2.2 update.
From previous conversations it sounds like you're going to stay on R10 system BIOS v2.1.3, but are you planning to update your 3090 to the latest VBIOS after your R10 motherboard is serviced?
P.S. I'm not running an RTX 30-series GPU with my R10, so I can not provide any first-hand experience with this VBIOS update.