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Kate_Smith
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Alienware Aurora R4. System fan issues

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Hi, So here is my story/issue....
My computer is an Alienware Aurora R4 desktop. It is less then a year old. This issue started about 5 days ago now. I have called the dell tech support twice. and they dont seem to want to help, I have gotten frustrated with the phone so im hoping this will work...

So here is the issue: My system fan keeps running up at 4150-5000 RPM, and only goes down to about 1400-2200RPM during idle. Today it has started to randomly shut down. I have been watching the 3 ambient temp sensors which all stay at 24-26 degrees Celsius. The PCI and hard drive fans are good at around 1456 and 1089 rpm.

 

At first the RPM only went up while i was gaming. but it didn't take long and now whenever i try to do anything it will get very loud and rpm goes crazy. Originality my PC would idle at about 1200-1400rpm and only go up to 2200-2400rpm when gaming. its almost as if it is under high load when its not. and its cool so im sure its not over heating.

 

I have taken the pc apart and thoroughly cleaned all fans and boards of dust with the correct compressed air. I have confirmed everything is correctly plugged in. When this did not help, i found the BIOS was at version A05 so I updated to the A07.  I ran the Dell PC Diag and it passed, the alienware autopsy passed, Ive ran multiple McAfee virus scans, reinstalled the Alienware command center and ran the dell pc checkup -which found issues. I payed and installed the system mechanic and fixed these issues.

 

The first time i called Dell tech support the guy was very friendly and i didn't catch his name. All he did was mess around with my video card settings (not sure why as its only the system fan connected to the rad and pump that is the issue) he said it needed to be updated so he updated my video card and that was it. told me he would email me the next day to check up on if it worked or not. He never did get back into contact with me, and i didnt get his email address either. But All that did was add to the issue.. because ever since he did this update my gaming experience is terrible. I only play World of Warcraft currently. Normally my FPS are 75-100 FPS and now they jump around a bit, but mainly sit at 2-17 FPS and occasionally go to 50 FPS if i dont move. So im guessing that's just settings issue... my card is a AMD Radeon 7870 2GB

 

So then i called back again a day later. and the next guy was not as friendly. didnt give me his name either. he wouldnt do anything, he just told me that the notes from the last call said that it was not an over heating issue, and that it was completely normal. im sorry but my house is way cooler in the summer then it is in the winter, and the temps are always even and stable. its blowing very cool air and a strong amount of air. he would not listen at all. 

 

then the next day it stays at 4150 RPM for 90% of the day instead of 60% of the day. even if im not using it. And it has randomly shut itself down multiple times. from what i can find on these forums and online thats like a fail safe mode... so obviously it is not normal!

 

As today is the first day it has started shutting down i wanted to run the diag tests again but as soon as i try, it runs for a few mins then the pc shuts down. The computer is running sluggish too, but this may be a different issue. I did manage to get the dell diag and the system mechanic to run tests, and they passed too. im at a total loss....

 

The air coming from the system fan is very strong and cool so i do not feel there is any over heating going on. As far as i can tell the pump is working correctly and all fans are spinning.

 

This pc is less then a year old, so there is still warranty on it, as well as i have purchased another year of warranty shortly before this started actually.. And i dont want to try anything else without some help as i dont want to damage anything or ruin my warranty coverage

 

I would very much appreciate any help im at a major loss of what to do, and feel the tech support will start ignoring me if i call back any more. If you can help out you can best reach me at my email which is k.k._smith@hotmail.com. Or respond to this conversation.

 

Thank you, and hope to hear from you,

 

Katelin

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2 Solutions

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uji101
1 Nickel

Re: Alienware Aurora R4. System fan issues

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Hi it sounds like your cpu is overheating and your system is shutting down in order to prevent frying the components. Install the utility Core temperature and post up the temperature readings on your cores. www.alcpu.com/.../download.php  Your thermal paste might need to be reapplied, or your water cooler might need replacement. Let me know what your temperature readings are for both the cores and the ambient temperature.

Papagiorgio
1 Nickel

RE: Alienware Aurora R4. System fan issues

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This is a frequent problem with Aurora R4's produced during 2012 (and possibly after).  The cooling block on the CPU is prone to gunking up with whatever substandard fluid Dell shipped them with.  Here's mine I just took out today.  I replaced it with a Corsair H80i for about $80.

7532.photo.JPG

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20 Replies
uji101
1 Nickel

Re: Alienware Aurora R4. System fan issues

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Hi it sounds like your cpu is overheating and your system is shutting down in order to prevent frying the components. Install the utility Core temperature and post up the temperature readings on your cores. www.alcpu.com/.../download.php  Your thermal paste might need to be reapplied, or your water cooler might need replacement. Let me know what your temperature readings are for both the cores and the ambient temperature.

Tesla1856
6 Gallium

Re: Alienware Aurora R4. System fan issues

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If you want to use your warranty (for free parts and install labor) you have to go through phone support.

Tell them your radiator fan is running 4000 rpm at idle (instead of 1600). They should replace your whole Asetek cooling system,  re-apply new thermal compound, and get it on there properly/flat.

Search forum. Lots of newer Aurora R4s with bad Asetek coolers recently.

http://en.community.dell.com/owners-club/alienware/f/3746/p/19516339/20410651.aspx#20410651


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uji101
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Re: Alienware Aurora R4. System fan issues

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Yeah going with what Tesla said it is pretty obvious your cpu is overheating most likely due to a watercooler failure of some sort or poorly applied thermal paste. I would launch core temp and have it running while talking to the alien ware tech over the phone to show them the abnormally high temps and system fan rpms. This is something they should be replacing and doing all the labor on. It can be one of two things faulty- the water cooler (most likely given the previous R4 track record, or the mio board not reading the temperature sensors correctly, and therefore not communicating with the water cooler correctly. If your lights are still working, it is most likely a failure of the water cooler. It's not a difficult fix, but will require a tech to come out and put the new water cooler assembly in. Also I would recommend getting two 120 mm fans, with one being put in front of your radiator for a push pull config to help with the air flow and one being put in the back top corner to pull  cool air in. Search the forums and you will see how you can improve the R4 cooling specifically. Good luck

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Kate_Smith
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Re: Alienware Aurora R4. System fan issues

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Thanks for the responses. I did check the core temps with that link provided. all four cores were at the max 100C. So I followed your recommendation and called dell tech support. they got me to enter the F12 boot function and ran a test. found the temp at 104C and it shut down almost instantly. They are going to be sending a tech tomorrow to replace the cooler. and hopefully everything else is ok.

Thanks for the help, greatly appreciated. still quite disappointed things need to be replaced already, not even a year old yet.. but at least its warranty.

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uji101
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Re: Alienware Aurora R4. System fan issues

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Glad to hear that tech support finally came to the right conclusion about what was wrong with it. The Aurora R4s have been known to have this problem unfortunately. The good news is down the road you can always upgrade the water cooler to one that is more efficient and do other tweaks to your case to improve the airflow.

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kellhell1
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RE: Alienware Aurora R4. System fan issues

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i am having the same issue with the pc i have sadly im not under warranty anymore and dell will not help with the issue. powers down. everything is cool had a tech look at it and told me the water pump is not working replaced it and then i get it back and yet again it is the same. can someone help me plzz

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Papagiorgio
1 Nickel

RE: Alienware Aurora R4. System fan issues

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This is a frequent problem with Aurora R4's produced during 2012 (and possibly after).  The cooling block on the CPU is prone to gunking up with whatever substandard fluid Dell shipped them with.  Here's mine I just took out today.  I replaced it with a Corsair H80i for about $80.

7532.photo.JPG

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ed2992
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RE: Alienware Aurora R4. System fan issues

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Hi thanks for your response i have had no end of problems with my aurora fans to the extent that i couldnt play fsx they were spinning up to 5000 rpm during game play. So i got on to dell they went on to my computer remotely and discovered that my cpu pump was over reving and the cpu cores were too high so they sent me out a new cpu pump and so far it has been quite as a mouse. When i look into the case now i see that it a different kind of pump it has the alienware head but a slightly different shape im no expert on the alienware but if i had to guess id say its a differnt model of pump. I will keep my fingers crossed because i have had numerious problems with this machine with my hard disc and motherboard problems which dell also replaced i have to say that dell have been very good with there tech support and hardware replacement.The pump was changed only a week ago so ill keep this site posted if any problems reaccure i would suggest to anyone with the same problems to say it to dell and see if they have a fix.  

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kellhell1
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RE: Alienware Aurora R4. System fan issues

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Update:  I have always used and loved Alienware and had incredible service from them.  The sad fact is that Alienware is gone and all that is left is Dellware. My issue was identical to the original posters and started one month after the warranty ran out.  Dell not only would not help but tricked me into buying an extended warranty and "they would fix me right up". As soon as I paid, they told me "they would fix me right up" but I had to pay for the repair.  I finally spent a fortune to have a private tech do the replacement. I got the pc home and within an hour it shut down twice.  Fresh start the pc was cool long enough to run scans for virus, spyware etc, I also scanned my external hard drive.  The tech said he did this already using Panda but Kapersky found all kinds of <ADMIN NOTE: Substitute character removed as per TOU>.  Surpise, my pc stopped shutting down but I was still wracked with horrendous lag so I changed out my ethernet wire and I run at a fairly steady 100 FPS, slightly lower when playing WOW.   The fan still is extremely loud when I am gaming which I still don't think is normal.  Any advice would be appreciated on setting adjustments.