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Alienware 17 R4 - 2017 stuttering/freezing issue
Hello !! I have some problems with my new laptop. Last week I have bought a Alienware 17 R4 - 2017 version and I noticed that my laptop stutters/freezes for like 1 sec while playing games. I have thought that it is not a big deal but now it became really annoying. I looked at the temperatures and they seem normal to me. I get like 55C+ on the CPU and 50C+ on the GPU. Pretty sweet numbers! I also encountered a Windows 10 Blue Screen error (VIDEO_SCHEDULER_INTERNAL_ERROR). Something like that.
Another thing! These freezes or whatever they happen in the first 10-15 min in the game and I get like 3-4 freezes and then it stops. The stuttering comes back later on! After 1 or 2 hours!
I will include some readings from playing 2 different games. I played those games for 2 hours or so.
Rise of the Tomb Raider - 2 hours in to the game!
World of Warcraft Legion - 2 hours in to the game
Any advice you can give me ? Can you help me with this annoying problem ? I have spent a lot of money on this laptop and I expected premium performance.
My Alienware 17 specification: i7 7820HK, 16GB, 1TB HDD, GTX 1080.
Things that I have tried:
1. I did a clean reinstall of the Nvidia driver. (I thought it was the driver. Turns out this didn't fixed the problem)
2. Updated the bios to the latest version. ( Same thing happened)
3. Reinstalled all my games. ( I thought my game files were corrupt but this didn't fixed the problem)
4. Did a diagnostic scan and every component has passed the test. No errors !
5. I have used the Support Assist app and did a hardware scan. No errors! I have cleaned files, Tuned the performance, etc.
Still the same problem!
Thank you!
Carbon Based Lifeform
872 Posts
0
July 13th, 2017 06:00
Hi Reinkaoswolf.
firstable, good Job on trying to fix the Issue on your own. that would be my Suggestions otherwise.
would you check the Windows Reliability History next? open Start Menu and type "Reliability", then pick Show Reliability History from the List. can you see any Errors?
Alienware - Rodrigo
7 Technologist
7 Technologist
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4.4K Posts
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July 13th, 2017 07:00
Hi,
Did you use the video driver from the Dell support site? Are you running the games while the system is plugged in to the AC adapter or are you running it only on battery?
Reinkaoswolf
8 Posts
0
July 13th, 2017 09:00
Thank you for answering! Yes! I always have my system plugged in when I play games. When I did a clean reinstall of the Nvidia driver, I used a program called Display Driver Uninstaller or something like that then I've download the driver from the Nvidia website. Thank you!
Reinkaoswolf
8 Posts
0
July 13th, 2017 09:00
Thank you for answering! Here are some screens and errors started.
07/07/2017
08/07/2017
11/07/2017
12/07/2017
and for today 13/07/2017
Thank you!
Reinkaoswolf
8 Posts
0
July 13th, 2017 09:00
I've noticed in GPU-z that the bus interface for my GTX 1080 is at x8.3.0. My card should be running at x16 but instead is only going at x8.3.0 (SLOWER than normal). Also same thing shows in Nvidia Control Panel. So, any problems here ? Or is it just normal ? PS: Sorry about my english!
Carbon Based Lifeform
872 Posts
0
July 13th, 2017 11:00
yep. exactly what i expected. uninstall Tobii Eye Tracking Software and run the Games again. then see if it runs better.
Reinkaoswolf
8 Posts
0
July 14th, 2017 02:00
I'm thinking of repaste or ask for a motherboard replacement -__-. Last night in WoW: Legion had a lot of stuttering.
Reinkaoswolf
8 Posts
0
July 14th, 2017 02:00
This didn't fixed the problem. It's happening again! Right now, I'm playing Rise of the Tomb Raider and the game freezes 4 to 5 times now every minute.
Carbon Based Lifeform
872 Posts
1
July 14th, 2017 03:00
i saw someone having the same Issues and he fixed it after removing Tobii Software. too bad it didn't work.
about your Questions:
re-paste wouldn't work. your Temps are fine. they are actually too good to be true.
your GPU is running at PCIe x 8 and it's normal for the Laptop.
your BSOD can be everything from Software to Hardware Error. all your Errors in the Reliability History make no Sence. they are Random and probably just a follow up Errors. replacing the Motherboard might help but i'm not sure if Hardware Error is the actual Source for your Problems.
on 12.07.2017 you have two Windows > Hardware Errors in the History. could you Please Double Click on them and Post the Text?
Reinkaoswolf
8 Posts
0
July 14th, 2017 04:00
1st error
description
A problem with your hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
Code: 144
Parameter 1: 3003
Parameter 2: ffff8001065fa7b8
Parameter 3: 40010000
Parameter 4: 0
OS version: 10_0_15063
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.15063.2.0.0.768.101
Locale ID: 2057
Extra information about the problem
Bucket ID: LKD_0x144_USBHUB3_DEVICE_ENUMERATION_FAILURE_UsbHub3!TelemetryData_CreateReport_VEN_0000_DEV_0000_REV_0000
Server information: e8e7c41c-8ff8-4573-ba42-bd261085580f
2nd error
Description
A problem with your hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
Code: 1a1
Parameter 1: ffff988672cd7040
Parameter 2: 0
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_15063
Service Pack: 0_0
Product: 768_1
OS Version: 10.0.15063.2.0.0.768.101
Locale ID: 2057
Extra information about the problem
Bucket ID: LKD_0x1A1_WIN32K_CALLOUT_WATCHDOG_nt!IopLiveDumpEndMirroringCallback
and another today lol 14/07/2017
Description
Faulting Application Path: C:\Windows\System32\DriverStore\FileRepository\ki121509.inf_amd64_cf0568c384a72b13\IntelCpHDCPSvc.exe
Problem signature
Problem Event Name: APPCRASH
Application Name: IntelCpHDCPSvc.exe
Application Version: 1.0.0.1
Application Timestamp: 58c1a0e4
Fault Module Name: IntelCpHDCPSvc.exe
Fault Module Version: 1.0.0.1
Fault Module Timestamp: 58c1a0e4
Exception Code: c0000005
Exception Offset: 000000000000355f
OS Version: 10.0.15063.2.0.0.768.101
Locale ID: 2057
Additional Information 1: 3e4f
Additional Information 2: 3e4f146dec0c5d964b43d3f4fb157be9
Additional Information 3: 64b9
Additional Information 4: 64b9c1f102f1c398a7ffe6c30b7b2448
Extra information about the problem
Bucket ID: 3a9b2af14e3485ee4ffa0957d1e2c278 (120715021886)
Carbon Based Lifeform
872 Posts
0
July 14th, 2017 06:00
is the latest Intel HD Graphics Driver installed?
i found a Thread on the MS Forum. the Guy got Code 144 aswell.
Getting error message LiveKernelEvent with error code 144 - Microsoft Community
try to run the Troubleshooter as explained in the Link.
Alienware - Rodrigo
7 Technologist
7 Technologist
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4.4K Posts
0
July 14th, 2017 11:00
Ok, thank you for confirming this. Send me your Service Tag in a PM so we can look further into this.
Guillaume M
2 Posts
0
September 16th, 2017 07:00
I have the same issue, received my computer yesterday. Have you managed to fix the issue ? If yes how please ?
NotoriousLA
3 Posts
0
October 1st, 2017 10:00
How long is each freeze?
Tanglethorn
8 Posts
0
October 1st, 2017 15:00
I had a very simliar issue with my 17 when using an external monitor. I went into the Nvida Control Panel and made a few adjustments to the 3D Settings which helped a lot. The first thing i did was set Vertical Sync to Fast which got rid of the FPS issues whenever I would access in game Menus or the inventory screen in Witcher 3.
I'm still having issues whenever a game switches to a cut scene though. No matter what game it is, it will stutter for 1-2 seconds at the beginning of every cut scene.