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Seph_7

3 Posts

9206

August 31st, 2015 11:00

Alienware 18 Charging Problem

Hi,

My Alienware 18 is getting hot like *** everytime I plug the power cable into it then shutdown with no alert,

If I want to charge the laptop, I have to shutdown first then plug the power cable & it will work fine, until today when I switched it on a DOS message said: "This battery is not charging press F1 to continue to windows, or F2 to go into settings".

Please help!!

Alienware - Rodrigo

7 Technologist

 • 

4.4K Posts

August 31st, 2015 15:00

Hi, 

Is there a light on the AC adapter? Check in the Bios (to access the Bios, tap the F2 key during boot) to confirm what it shows for the AC Adapter. Also, try running a CPU stress test using the Support Assist tool to check how high the CPU temperature goes. If you do not have Support Assist installed in your computer, click here for the download link. Follow the steps below to run the stress test. 

  • Download and install Dell Support Assist
  • Open Dell Support Assist
  • Click Checkup
  • Click Scan a Specific Device
  • Click System Devices
  • Select the CPU Stress Test and Run it. This Test will load the CPU and Ram to 100% and test it. It will make enough heat to determine if the processor is overheating or not.

Let us know how it goes. 

Seph_7

3 Posts

August 31st, 2015 16:00

Hi again,

I did as you told me,

SupportAssist Log File
Last Scan: CPU (Manual) - Tuesday, September 1, 2015 1:59:25 AM
Overall Test Result: Passed
 

Hardware Scans
Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz (CPU:0)
Name: Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz
Cores: 4
Threads: 8
Signature: 306C3h
Technology: 22 nm
Performance
Max Qualified Speed: 2.80 GHz
Max Turbo Boost Speed: 3.79 GHz
Current Speed: 3.59 GHz
Multiplier: x 36.0 (8 - 28)
Max Turbo Boost Ratio: x 38
Bus Speed: 99.77 MHz
Features: MMX, PSE36, EM64T, SSE, SSE2, SSE3, SSSE3, SSE4.1, SSE4.2, AVX, AES, FMA, XD, VMX, IDA, AVX2
Cache Summary
L1 Data Cache: 4 x 32.00 kB
L1 Instruction Cache: 4 x 32.00 kB
L2 Cache: 4 x 256.00 kB
L3 Cache: 6.00 MB
Core : 0
Temperature: 69 C
Threads: 2
Core : 1
Temperature: 74 C
Threads: 2
Core : 2
Temperature: 80 C
Threads: 2
Core : 3
Temperature: 74 C
Threads: 2
Stress Test
Test Started 9/1/2015 1:59:25 AM
Test Finished: Passed 9/1/2015 2:14:29 AM
System Memory
Total Physical Memory: 16.00 GB
Maximum Supported Memory: 32.00 GB
4096 MB DDR3 (1600 MHz)
Source: SMBIOS
Memory Size: 4.00 GB
Memory Type: DDR3 (1600 MHz)
Memory Manufacturer: Micron Technology
Memory Part Number: 8KTF51264HZ-1G6E1
Memory Serial Number: 0C5A4176
4096 MB DDR3 (1600 MHz)
Source: SMBIOS
Memory Size: 4.00 GB
Memory Type: DDR3 (1600 MHz)
Memory Manufacturer: Micron Technology
Memory Part Number: 8KTF51264HZ-1G6E1
Memory Serial Number: 0C5A4184
4096 MB DDR3 (1600 MHz)
Source: SMBIOS
Memory Size: 4.00 GB
Memory Type: DDR3 (1600 MHz)
Memory Manufacturer: Micron Technology
Memory Part Number: 8KTF51264HZ-1G6E1
Memory Serial Number: 0C5A4177
4096 MB DDR3 (1600 MHz)
Source: SMBIOS
Memory Size: 4.00 GB
Memory Type: DDR3 (1600 MHz)
Memory Manufacturer: Micron Technology
Memory Part Number: 8KTF51264HZ-1G6E1
Memory Serial Number: 0C5A4185
Advanced Pattern Test
Test Started 9/1/2015 1:59:25 AM
Test Finished: Passed 9/1/2015 2:20:23 AM

System Summary
Product Alienware 18
Service Tag

<ADMIN NOTE: Service tag removed per privacy policy>
Express Service Code

<ADMIN NOTE: Express service code removed per privacy policy>

Operating System
Operating System
Name Microsoft Windows 10 (64-bit)
Build Number 10240
DirectX Version 12.0
Windows Directory c:\windows
System Directory c:\windows\system32
System Name AMMAR
User Name Ammar Hammoud
Windows Update
Automatic Updates Automatic download and install
Last checked Never

Security
Windows Update
Automatic Updates Automatic download and install
Last checked Never
Firewall - Windows Firewall
Windows Firewall Enabled Yes
Virus Scanner - Windows Defender
Product Name Windows Defender
Program Up To Date Yes
On Access Scanning Enabled Yes

Motherboard
Manufacturer Alienware
Product 0FT9KT
Chipset Intel PCH HM87
ePPID CN0FT9KT1296348C0003
BIOS
Vendor Alienware
Release Date 09/24/2014
BIOS Version String A10
ROM Size 4.00 MB
SMBIOS
Version 2.7
Intel(R) Mobile Express Chipset SATA RAID Controller
Interface PCI
Location PCI bus 0, device 31, function 2
Type RAID Controller
Class 01h:04h:00h
PCI Identification
Vendor Name Intel Corporation
Vendor ID 8086h
Device ID 282Ah
Revision 05h
Driver Provider Intel Corporation
Driver Version 12.8.0.1016, 8-1-2013
Driver c:\windows\system32\drivers\iastora.sys
Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)
Interface PCI
Location PCI bus 0, device 20, function 0
Type USB xHCI Controller (USB 3.0)
Class 0Ch:03h:30h
PCI Identification
Vendor Name Intel Corporation
Vendor ID 8086h
Device ID 8C31h
Revision 05h
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 7-9-2015
Driver c:\windows\system32\drivers\usbxhci.sys
Intel(R) 8 Series/C220 Series USB EHCI #2 - 8C2D
Interface PCI
Location PCI bus 0, device 26, function 0
Type USB EHCI Controller (USB 2.0)
Class 0Ch:03h:20h
PCI Identification
Vendor Name Intel Corporation
Vendor ID 8086h
Device ID 8C2Dh
Revision 05h
Driver Provider Intel
Driver Version 9.4.0.1025, 7-31-2013
Driver c:\windows\system32\drivers\usbehci.sys
Intel(R) 8 Series/C220 Series USB EHCI #1 - 8C26
Interface PCI
Location PCI bus 0, device 29, function 0
Type USB EHCI Controller (USB 2.0)
Class 0Ch:03h:20h
PCI Identification
Vendor Name Intel Corporation
Vendor ID 8086h
Device ID 8C26h
Revision 05h
Driver Provider Intel
Driver Version 9.4.0.1025, 7-31-2013
Driver c:\windows\system32\drivers\usbehci.sys

Processors
Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz (CPU:0)
Name Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz
Cores 4
Threads 8
Signature 306C3h
Family 6h
Model 3Ch
Technology 22 nm
Temperature 79 C
Performance
Max Qualified Speed 2.80 GHz
Max Turbo Boost Speed 3.79 GHz
Current Speed 3.59 GHz
Multiplier x 36.0 (8 - 28)
Max Turbo Boost Ratio x 38
Bus Speed 99.77 MHz
Features MMX, PSE36, EM64T, SSE, SSE2, SSE3, SSSE3, SSE4.1, SSE4.2, AVX, AES, FMA, XD, VMX, IDA, AVX2
Cache Summary
L1 Data Cache 4 x 32.00 kB
L1 Instruction Cache 4 x 32.00 kB
L2 Cache 4 x 256.00 kB
L3 Cache 6.00 MB
Core : 0
Temperature 69 C
Threads 2
Core : 1
Temperature 74 C
Threads 2
Core : 2
Temperature 80 C
Threads 2
Core : 3
Temperature 74 C
Threads 2
L1 Data Cache
Quantity 4
Level L1
Type Data
Size 32.00 kB
Associativity 8-Way Set-Associative
Line Size 64 bytes
L1 Instruction Cache
Quantity 4
Level L1
Type Instruction
Size 32.00 kB
Associativity 8-Way Set-Associative
Line Size 64 bytes
L2 Cache
Quantity 4
Level L2
Type Unified
Size 256.00 kB
Associativity 8-Way Set-Associative
Line Size 64 bytes
L3 Cache
Quantity 1
Level L3
Type Unified
Size 6.00 MB
Associativity 12-Way Set-Associative
Line Size 64 bytes

Memory
System Memory
Total Physical Memory 16.00 GB
Maximum Supported Memory 32.00 GB
Page Files
Total Size 2.38 GB
Page File c:\pagefile.sys
Location c:\pagefile.sys
Size 2.38 GB
4096 MB DDR3 (1600 MHz)
Source SMBIOS
Memory Size 4.00 GB
Memory Type DDR3 (1600 MHz)
Memory Manufacturer Micron Technology
Memory Part Number 8KTF51264HZ-1G6E1
Memory Serial Number 0C5A4176
4096 MB DDR3 (1600 MHz)
Source SMBIOS
Memory Size 4.00 GB
Memory Type DDR3 (1600 MHz)
Memory Manufacturer Micron Technology
Memory Part Number 8KTF51264HZ-1G6E1
Memory Serial Number 0C5A4184
4096 MB DDR3 (1600 MHz)
Source SMBIOS
Memory Size 4.00 GB
Memory Type DDR3 (1600 MHz)
Memory Manufacturer Micron Technology
Memory Part Number 8KTF51264HZ-1G6E1
Memory Serial Number 0C5A4177
4096 MB DDR3 (1600 MHz)
Source SMBIOS
Memory Size 4.00 GB
Memory Type DDR3 (1600 MHz)
Memory Manufacturer Micron Technology
Memory Part Number 8KTF51264HZ-1G6E1
Memory Serial Number 0C5A4185

Batteries
Main Battery
Battery Name PABAS0241231
Manufacturer Name SDI
Type Li-I - Lithum Ion
Battery Serial Number 41167
Designed Capacity Percentage 81
Current Charge Percentage 100
Current Charge 70.55 Wh
Full Charged Capacity 70.55 Wh
Designed Capacity 87.32 Wh
Voltage 17.31 V

Communications
Network Card - Killer e2200 Gigabit Ethernet Controller (NDIS 6.30)
Vendor Name Qualcomm Atheros
Serial Number FF-5D-5E-E2-EC-F4-BB-FF
Interface PCI Express x1
MAC Address ec:f4:bb:5d:5e:e2
Adapter Connected No
IP Address 0.0.0.0
IP Mask 0.0.0.0
Gateway IP Address 0.0.0.0
Adapter DHCP Enabled Yes
Driver Provider Rivet Networks
Driver Version 8.1.0.25, 4-27-2015
Network Card - Broadcom 802.11ac Network Adapter
Vendor Name Broadcom Corporation
Serial Number 40-E2-00-00-00-01
Interface PCI Express x1
MAC Address 40:e2:30:12:22:c7
Adapter Connected Yes
Current Speed 144.00 Mbps
IP Address 192.168.1.101
IP Mask 255.255.255.0
Gateway IP Address 192.168.1.1
DHCP Server 192.168.1.1
Adapter DHCP Enabled Yes
Driver Provider Broadcom
Driver Version 7.35.267.0, 5-14-2015

Hard Drives
SAMSUNG SSD PM851 mSATA 256GB
Vendor Samsung
Model Number SAMSUNG SSD PM851 mSATA 256GB
Serial Number S1EVNYAF647440
Firmware Revision EXT49D0Q
Size 238.5 GB
Marketed Size 256 GB
Sector Information
Physical Sector Size 512 B
Logical Sector Size 512 B
Logical Sector Count 500118192
Supported Standards ACS-2, ATA8-ACS, ATA/ATAPI-7, ATA/ATAPI-6, ATA/ATAPI-5
Negotiated Signaling Speed 6.0 Gbps
Rotation Rate Non-rotating media
Temperature Information
Temperature 47 C
SMART Attributes
Power Cycles 792
Security Information
Status User password not set, Security is unlocked
Master Password Capability High Security
Erase Time 2 minutes
Excessive Password Attempts No
OS - C:
Volume Serial Number 6AD5-7BFD
File System NTFS
Volume Capacity 196.49 GB
Volume Free Space 48.73 GB
Volume Used Space 147.77 GB
ST1000LM024 HN-M101MBB
Vendor Seagate
Model Number ST1000LM024 HN-M101MBB
Serial Number S314J90F148875
Firmware Revision 2BA30001
Size 931.5 GB
Marketed Size 1 TB
Cache Size 16 MB
Sector Information
Physical Sector Size 512 B
Logical Sector Size 512 B
Logical Sector Count 1953525168
Supported Standards ATA8-ACS, ATA/ATAPI-7, ATA/ATAPI-6, ATA/ATAPI-5
Negotiated Signaling Speed 6.0 Gbps
Form Factor 2.5"
Rotation Rate 5400 RPM
Total Data Read 1.64 GB
Total Data Written 1.99 GB
Temperature Information
Temperature 39 C
Maximum Temperature (Power Cycle) 39 C
Maximum Temperature (Lifetime) 48 C
Maximum Recommended 80 C
Maximum Temperature Limit 85 C
Minimum Recommended -5 C
Minimum Temperature Limit -10 C
SMART Attributes
Power Cycles 792
Power On Hours 1183
Load Cycle Count 41815
Reallocations 0
Pending Reallocation Count 0
Offline Scan Uncorrectable Errors 0
Ultra DMA CRC Errors 0
Start Stop Count 884
Security Information
Status User password not set, Security is unlocked
Master Password Capability High Security
Erase Time 206 minutes
Excessive Password Attempts No
DATA - D:
Volume Serial Number 50E3-42A2
File System NTFS
Volume Capacity 931.39 GB
Volume Free Space 466.97 GB
Volume Used Space 464.41 GB
TOSHIBA MK1059GSM USB Device
Vendor Toshiba
Model Number TOSHIBA MK1059GSM
Serial Number 81L3PAA8T
Firmware Revision GU001U
Size 931.5 GB
Marketed Size 1 TB
Cache Size 8 MB
Sector Information
Physical Sector Size 4 KB
Logical Sector Size 512 B
Logical Sector Count 1953525168
Supported Standards ATA8-ACS, ATA/ATAPI-7, ATA/ATAPI-6, ATA/ATAPI-5
Negotiated Signaling Speed 3.0 Gbps
Form Factor 2.5"
Rotation Rate 5400 RPM
Temperature Information
Temperature 37 C
Maximum Temperature (Power Cycle) 37 C
Maximum Temperature (Lifetime) 53 C
Maximum Recommended 55 C
Maximum Temperature Limit 55 C
Minimum Recommended 5 C
Minimum Temperature Limit 5 C
SMART Attributes
Power Cycles 1086
Power On Hours 4293
Load Cycle Count 15899
Reallocations 0
Pending Reallocation Count 0
Offline Scan Uncorrectable Errors 0
Ultra DMA CRC Errors 2
Maximum Temperature (Lifetime) 53 C
Minimum Temperature (Lifetime) 14 C
Start Stop Count 1115
Security Information
Status User password not set, Security is unlocked
Master Password Capability High Security
Erase Time 276 minutes
Excessive Password Attempts No
Sephirothe - F:
Volume Serial Number 8827-F7C6
File System NTFS
Volume Capacity 931.51 GB
Volume Free Space 108.74 GB
Volume Used Space 822.76 GB

Optical Drives
MATSHITA DVDRWBD UJ167AM
Model Number MATSHITADVDRWBD UJ167AM
Drive Serial Number WQ92 031574
Firmware Revision 1.03
Drive Letter E
Readable Media CD-ROM, CD-R, CD-RW, DVD-ROM, DVD-RAM, DVD-R, DVD-RW, DVD-R DL, DVD+R, DVD+RW, DVD+R DL, BD-ROM, BD-R, BD-RE
Writable Media CD-R, CD-RW, DVD-RAM, DVD-R, DVD-RW, DVD-R DL, DVD+R, DVD+RW, DVD+R DL
Write Strategy TAO, SAO, RAW

Video
Video Card - AMD Radeon(TM) HD8970M
Vendor Name Advanced Micro Devices, Inc. [AMD/ATI]
Interface PCI Express x16
Negotiated Link Width x8 (maximum x16)
Video Card Chip Type AMD Radeon Graphics Processor (0x6801)
Video Card Memory 4.00 GB
Video Card BIOS BR44966.006
GPU : 0
Temperature 55 C
Driver Provider Advanced Micro Devices, Inc.
Driver Version 15.200.1062.1004, 8-3-2015
Video Card - AMD Radeon(TM) HD8970M
Vendor Name Advanced Micro Devices, Inc. [AMD/ATI]
Interface PCI Express x16
Negotiated Link Width x8 (maximum x16)
Video Card Memory 4.00 GB
GPU : 0
Temperature 56 C
Driver Provider Advanced Micro Devices, Inc.
Driver Version 15.200.1062.1004, 8-3-2015
Display - Generic PnP Monitor
Mode 1920 x 1080 (32-bit) (60 Hz)
Preferred Mode 1920 x 1080 (59 Hz)
Signal Type Digital
Video Capture Device - Integrated Webcam
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6/21/2006

Audio
Sound Card - Realtek High Definition Audio
Driver Provider Realtek Semiconductor Corp.
Driver Version 6.0.1.7525, 6-2-2015
Driver c:\windows\system32\drivers\rtkvhd64.sys
Sound Card - AMD High Definition Audio Device
Driver Provider Advanced Micro Devices
Driver Version 10.0.0.1, 6-9-2015
Driver c:\windows\system32\drivers\atihdwt6.sys

USB Devices
USB Hub
Device Version 0.0.5
USB Version 2.0.0
USB Device Speed USB 2.0 (High-speed)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\usbhub.sys
Laptop_Integrated_Webcam_FHD
Manufacturer CKFB221F30401789CEF2
Device Version 34.6.1
USB Version 2.0.0
USB Device Speed USB 2.0 (High-speed)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\usbccgp.sys
2.4G Wireless Device
Manufacturer 2.4G
Device Version 16.0.1
USB Version 1.1.0
USB Device Speed USB 1.1 (Full-speed)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\usbccgp.sys
USB Device
Device Version 0.0.0
USB Version 0.0.0
USB Device Speed USB 1.0 (Low-speed)
Portable USB 3.0 Drive
Manufacturer Verbatim
Serial Number 200513113205
Device Version 1.0.0
USB Version 3.0.0
USB Device Speed USB 3.0 (SuperSpeed)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\usbstor.sys
USB Hub
Device Version 0.0.5
USB Version 2.0.0
USB Device Speed USB 2.0 (High-speed)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\usbhub.sys
Broadcom BCM20702 Bluetooth 4.0 +HS USB Device
Device Version 1.1.2
USB Version 2.0.0
USB Device Speed USB 1.1 (Full-speed)
Driver Provider Broadcom Corporation
Driver Version 12.0.1.654, 7-2-2015
Driver c:\windows\system32\drivers\bthusb.sys
M18x
Manufacturer Alienware
Serial Number 2.3.0
Device Version 0.0.0
USB Version 0.0.2
USB Device Speed USB 1.1 (Full-speed)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\hidusb.sys

Input Devices
Keyboard - HID Keyboard Device
Manufacturer (Standard keyboards)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\kbdhid.sys
Keyboard - Standard PS/2 Keyboard
Manufacturer (Standard keyboards)
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006
Driver c:\windows\system32\drivers\i8042prt.sys
Mouse - Synaptics SMBus TouchPad
Manufacturer Synaptics
Driver Provider Synaptics
Driver Version 19.0.15.2, 7-9-2015
Mouse - HID-compliant mouse
Manufacturer Microsoft
Driver Provider Microsoft
Driver Version 10.0.10240.16384, 6-21-2006

Printers
Send to Microsoft OneNote 15 Driver
Model Send to Microsoft OneNote 15 Driver
Path Send To OneNote 2013
Driver Version 15.0.4128.4000
Driver C:\WINDOWS\System32\DriverStore\FileRepository\ntprint.inf_amd64_08e757f7c012ea27\Amd64\mxdwdrv.dll
Microsoft XPS Document Writer v4
Model Microsoft XPS Document Writer v4
Path Microsoft XPS Document Writer
Driver Version 10.0.10240.16384
Driver C:\WINDOWS\System32\DriverStore\FileRepository\ntprint.inf_amd64_08e757f7c012ea27\Amd64\mxdwdrv.dll
Microsoft Print To PDF
Model Microsoft Print To PDF
Path Microsoft Print to PDF
Driver Version 10.0.10240.16384
Driver C:\WINDOWS\System32\DriverStore\FileRepository\ntprint.inf_amd64_08e757f7c012ea27\Amd64\mxdwdrv.dll
Adobe PDF Converter
Model Adobe PDF Converter
Path Adobe PDF
Driver Version 10.1.0.0
Driver C:\WINDOWS\system32\spool\DRIVERS\x64\3\PSCRIPT5.DLL

 

 

Product Version: 1.1.6664.10

 

Alienware - Rodrigo

7 Technologist

 • 

4.4K Posts

September 1st, 2015 08:00

Hi,

Is there a light on the AC adapter? Is it still charging the battery? Make sure your system is running the latest Bios firmware, click here for the download link. 

Seph_7

3 Posts

September 1st, 2015 09:00

Hi,

Yes  there is a light on the AC adapter & still charging the battery, also I have the same BIOS u're talking about.

Please help

Alienware - Rodrigo

7 Technologist

 • 

4.4K Posts

September 2nd, 2015 18:00

Hi, 

It may be best to have the system checked by the repair facility. If your system is in warranty, send me a PM with your service tag for further assistance.

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