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December 2nd, 2020 17:00

Aurora R10, how to keep my new computer functioning and healthy?

TLDR; Dell has sent 2 machines in a row with faulty hardware, waiting for a 3rd. What should I do to prevent the third from malfunctioning like the others?

I wanted to start this off by saying I have a bone to pick with Dell and the Alienware series. I previously owned an x51 R3 from many years ago and I had no problems with the hardware at all. I wanted to treat myself last month with an upgrade so I decided to get a Alienware Aurora Ryzen Edition R10 with some upgrades that Dell offered. The PC came in and although the case isn't the most attractive, the machine itself is a monster of a desktop. This thing can run any game at 240+ frames at max settings. I was really impressed; however, only a few weeks later my computer started to boot into repair mode when I launched the computer. I thought nothing of it because the computer functioned completely fine outside of that. A few days after it started happening, the computer would boot into Windows and then immediately crash and restart. It was looping and I couldn't use the computer anymore. I looked it up and talked with support and I was told that it was a hard drive error. I did every option I could find online and I followed every step the support members told me. Nothing worked and my problem got even worse to where the computer wouldn't boot into Windows anymore. Eventually, it wouldn't even make it to the screen where I could launch my BIOS settings. At this point, there was nothing I could do and I couldn't get an answer to why it was happening. I sent the computer back and Dell sent a brand new computer with my same customizations extremely quick, which I was very happy about. I'm now writing this on that machine, but lately I have been having problems again, but not the same problems. It seems to be faulty hardware again, but this time it is the RAM that's giving me problems. It blinks amber twice and doesn't give any output to anything. I contacted support and I followed their instructions exactly and it still didn't work. They then proceeded to tell me that it was a system-board malfunction, and the only way they could fix it is if a service person came on-site and repaired the computer. I was told it would take a least a week, but I can't wait that long because I need this computer for work. I've asked them to send in another computer, which at this point is the 3rd iteration of my PC. In both PC's scenarios, I never opened the case until the problems appeared, so I wanted to ask:

Does anyone have any advice on how to keep this 3rd computer functioning and healthy? I am extremely certain that the errors were not because of what I did on the computer, but who knows? There could be something that is killing all of these machines, but I haven't downloaded a lot of things let alone anything bad. I have the same stuff on here that I had on my older Alienware that has been functioning fine the past 4 or so years. Is there anything I should know about before I start using this third computer that would keep it from malfunctioning? Or have all of my problems recently been because of Dell sending faulty hardware.

I really like this company and the computers they make, but from my recent experiences I feel like I shouldn't even touch one of their computers again. I'm giving them a third chance to send in a functioning computer, but after that I'm definitely trying something new. I'm praying this new one works but please respond if you have any information that I should know about. 

8 Professor

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5.3K Posts

December 2nd, 2020 17:00

I don't know what caused your issues, but one thing which is important especially with these high value current gen pcs that is often overlooked is protecting the pc from power fluctuations, unstable power, surges.  I don't just mean a blackout or brownout, power could be fluctuating without visible signs or it may manifest as a momentary dimming of the overhead lights at random moments like when you turn on the microwave, printer, or air fryer for example.  Anyway, a quality sine wave UPS is a good investment to protect your pc from premature hardware failure.

January 13th, 2021 13:00

I have talked about my before, but now Dell's support is being extremely difficult and giving me a hard time. I thought I was getting sent a new PC, but then I was told a month after I ordered an exchange that the parts were unavailable. I was given the option to refund or to have a technician come in to repair free of charge. I've been using a super old PC for a while; I just wanted a fast PC as soon as possible, so I asked for the technician. They told me that they would have the parts in soon and the technician could come in a week. It has now been a week and I was expecting the technician to come in today, but I was then I was told that the support request has been cancelled due to 'inactivity'. I gave the support members all of the information that they asked for: address, email, phone number, etc. I just ordered this technician to come in, so why was the request being cancelled because of inactivity? I'm now being told that they have to send in a new request which needs to be approved. After that, it's gonna take a few more weeks for the technician to come in. I ordered this PC back in October and Dell still hasn't been able to give me a working product. This is ridiculous that I have been sent two malfunctioning PCs and Dell's support hasn't been able to help me out at all. If I didn't have a warranty, how would I be treated then? It's insane that an electronics company as big as Dell cannot figure out how to get a computer working and then refuse service to a customer.

It is extremely frustrating not only because of what I have experienced, but because I have heard plenty of similar situations with other customers.

27 Posts

January 13th, 2021 16:00

@RickyKick456  You gonna phone them and find supervisor, otherwise the TS will always waste of our time without any result.

8 Professor

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5.3K Posts

January 13th, 2021 20:00

Yeah, I personally prefer the return and rebuy (same or different) item route when something comes in defective on the first try. Otherwise you just run down the clock on the RMA period and (depending on seller) may get a refurbished replacement instead of a new product that is non-returnable because the RMA period expired while you waited for the refurb. Also, the rebuy route you can immediately order the replacement while you wait for a refund so it often is the faster route.  

8 Professor

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5.3K Posts

May 19th, 2021 13:00

TLDR = here is a 1 sentence summary in case the entire post is Too Long Didn't Read. 

11 Legend

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47K Posts

May 19th, 2021 13:00

"TLDR" isn't absolutely faulty hardware. This specific error has been around for decades. No vendor will guarantee you wont get this or any of 16.7 million other blue screen or black screens of death. Its not even NVIDIA or ATI specific aka happens with both vendors.

The VIDEO_TDR_FAILURE bug check has a value of 0x00000116. This indicates that an attempt to reset the display driver and recover from a timeout failed.

A common stability problem in graphics occurs when the system appears completely frozen or hung while processing an end-user command or operation. Usually the GPU is busy processing intensive graphics operations, typically during game-play. No screen updates occur, and users assume that their system is frozen. Users usually wait a few seconds and then reboot the system by pressing the power button.

Hardware issues that impact the ability of the video card to operate properly, including:

  • Over-clocked components.
  • Incorrect component compatibility and settings (especially memory configuration and timings)
  • Insufficient GPU cooling
  • Insufficient GPU power

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8 Professor

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7.1K Posts

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29.6K Points

May 19th, 2021 18:00

Just a little advice on UPS systems, what they provide and what they do not provide: UPS 

 

It's a common misconception that a UPS provides protection against power surges. For that you need a power conditioner, which is not the same as a UPS.

power conditioners. 

 

If you are looking for a UPS only, you should purchase a line interactive type UPS. It will not be a cheap option, but it should provide adequate protection, but not as good of a protection as a power conditioner in conjunction with the line interactive UPS..

11 Legend

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47K Posts

May 19th, 2021 19:00

Pure Sine wave UPS is needed for PFC power supplies.

Output Waveform (AC Mode): Pure Sine Wave
Output Waveform (Battery Mode): Pure Sine Wave

8 Professor

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7.1K Posts

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29.6K Points

May 19th, 2021 19:00

That only applies during a power failure when the UPS is running on it's backup power and has to generate an AC wave form using the battery stored energy.

During normal operation they both produce a pure sine wave.

 

The difference is the way the invertor generates a wave form (Sine versus PWM).

8 Professor

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5.3K Posts

May 19th, 2021 20:00

"It's a common misconception that a UPS provides protection against power surges."

The model I have, which is pure sine wave, also includes surge protection.  I'm sure there's probably cheapo options that don't include it but when you get in the pure sine wave range /quality of product capable of powering a 1000W system during an outage those models are probably few and far between. 

8 Professor

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29.6K Points

May 20th, 2021 04:00

Where I work even $50,000 UPS systems have issues with filtering power. Granted, those are harmonics in an industrial environment and it's not something you would experience in a residential environment. It's interesting because those UPS systems are supposed to be able to handle it.

 

UPS systems can get costly...

 

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