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53648
August 16th, 2015 17:00
Alienware 17 sleep issues.
Had this laptop for slightly over a year now. As of last week, it no longer is waking up from sleep mode without crashing. What is happening is i put my computer into sleep mode and when i go to turn it back on, it doesnt always wanna come back on, sometimes it takes multiple pushes of the power button to come on, sometimes i have to unplug it to get it to turn on. Not sure if that last part is coincidental or not.
I noticed in event log its showing a kernal 41 error. Unexpected shutdown/restart. I have my power button set to put my computer to sleep but it does it both if i do the power button sleep OR if i go through start menu>shutdown>sleep.
I have wiped and reloaded windows fresh on the laptop. I also tried switching avast to avg (someone said that avast caused them issues with this) but that has not worked either.
Any thoughts? So far, all i can find on the net is possibly a failing power supply but I dont know.
I suppose i can just stop using sleep, but i like the idea of letting the computer sleep so the hard disks arent running overnight but it saves all my info that i was leaving up as well.
No Events found!
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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August 17th, 2015 10:00
Hello,
Have you noticed if this only happens after you leave on sleep for a certain amount of time or can it happen even if you wake it back up after a minute? Make sure your system is running the latest Bios firmware. Click here for the download link.
daesania
10 Posts
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August 17th, 2015 10:00
It happens regardless of the length of time. i've had the system crash both a minute after going to sleep and for 6 hours asleep. :( I'll check the bios firmware though.
daesania
10 Posts
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August 17th, 2015 14:00
updated firmware. Just tried doing a start>shutdown>sleep and put it to sleep. did not respond to power button to come back on (as its set up to do). Pushed power button 3 times, no response. Unplugged power cable, pushed it again, it came on, but was a complete boot of the computer. Event log shows another kernal 41 unexpected shutdown/restart.
daesania
10 Posts
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August 18th, 2015 10:00
any other ideas?
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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August 18th, 2015 14:00
Thank you for confirming this. Try reinstalling both the Intel and Nvidia/AMD video card drivers, you can use the download links from the Dell support site.
daesania
10 Posts
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August 18th, 2015 15:00
reinstalled both, put the computer to sleep. same issue, same kernel 41.
daesania
10 Posts
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August 18th, 2015 21:00
I dont know if this helps at all but in trying to diagnose if this was a power supply issue or something else, I unplugged my computer and only went on battery. I did start>shutdown>sleep and put it to sleep. While it was still unplugged, i powered it back on. It came up immediately but it was the same thing, kernal 41 and complete reboot.
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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August 19th, 2015 14:00
Hello,
It could be related to the PSU or it could be a software program causing some sort of conflict with the sleep option. To rule out this being a software issue, you could restore your system to factory settings using Alien Respawn. This will delete all your data, so make sure you back it up first. Click here to view an article from Dell that explains how to use Alien Respawn.
daesania
10 Posts
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August 19th, 2015 15:00
Rodrigo, I already said in my original post I completely wiped my computer and started fresh. It cannot be the PSU either since this did the same thing on battery only.
daesania
10 Posts
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August 19th, 2015 20:00
I believe this issue may actually be solved now. The issue seems to lie in your AlienSurvey.exe I had a friend remote into my pc and noticed in the event viewer as an error a bunch of times. He disabled it in the startup task manager and i've successfully put my PC to sleep 2 times in a row with no issues.
daesania
10 Posts
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August 20th, 2015 09:00
Nevermind. its not fixed. i put it to sleep overnight and it did not come back up.
daesania
10 Posts
0
August 20th, 2015 15:00
What hardware would even be impacting this? I've already checked it was not the PSU, power button or battery.
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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August 20th, 2015 15:00
Hello,
It could be hardware related. If your system is still in warranty, send me a PM with your service tag for further assistance.
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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August 21st, 2015 15:00
If you're sure its not those components, it could be the video card.
Will-AW17
1 Message
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August 25th, 2015 07:00
Dear Rodrigo,
I am having the same issue, so I doubt that this would be hardware related ... driver related maybe, but the very same hardware runs great on other systems ...
btw, the Alienware Command Center shows errors when reconfiguring TactX, it saves changes, it works, but it shows errors, might be worth to check if the awakening from sleep mode still crashes without the Alienware specific software (which seems to be a bit outdated)
Best regards
Will