M17x R2 GPU or LCD Problem

Question

Hi folks

I’m hoping someone can help, I have a problem with my Alienware M17x R2 where the LCD does not work yet an external monitor does albeit with graphical glitches/artifacts.

The Laptop is 3 years old now and my specs are:

Intel Core i7 Processor 720QM(1.60GHz,6MB cache)

4096MB (2x2048) 1333MHz DDR3 Dual Channel

320GB (2x320GB) Free Fall Sensor Raid 1 "Mirror"(7200RPM) Dual HD

1GB ATI GDDR3 MOBILITY RADEON HD 4870

17in WideUXGA 1920 x 1200 - Beyond HD (1200p) - RGB LED

History of the problem is that 3 days ago I started to get green squares on the screen whilst using the laptop in either 3d or 2d applications, I turned the laptop off and left it to cool down for a while thinking that maybe the GPU was overheating.

Once I restarted the laptop, the screen was blank. I thought it was a problem with the unit booting as there was no Alien head appearing & no bios info, but once I restarted it a second time with the power lead disconnected I got the usual two beeps I get when there is no power connected.

So with power reconnected and an external monitor attached I managed to boot up but only in safe mode. If I tried to boot in anything other than safe mode I would get a BSOD with an error code mentioning ATIKMPAG.SYS

Whilst booting into Windows (before it got to desktop in safe mode) it would have 2 quite wide solid vertical green bars on the screen, these bars disappeared once at the desktop but were replaced by weird horizontal lines/graphical glitches.

I have taken the unit apart and cleaned the vents, and I have checked the connection on both the LCD panel and the Alienware logo and made no difference whatsoever.

So now I left assuming it’s either the LCD panel that has failed or the GPU? (HD4870) If it’s the panel that has failed then why are there graphical glitches even on the external monitor. And if it’s the GPU then why does the LCD panel not work albeit with glitches/artifacts?

Or could both be dead? (gulp!)

Any help is much appreciated.

89fordprobee · Answer

well if its doing weird lines/ etc on external monitor, I think its safe to say the video card has isssues, sounds like the Vram on the card is going bad, It happens, had it happen on my M17X R2 a few times with 5870's :O ... upgrade time? lol

worst part about this is the R2 dosent have onboard video :(

video can output one side but nnot an other if card is failing..... if was LCD panel issue on its own the distorted screen wouldn't be external screen aswell, so first place to start would be the video card due to external screen with distorted issues ...

DELL-Sujatha K · Answer

Hi thomsk,

This error ATIKMPAG.SYS indicates it is a graphics driver issue. Please uninstall the AMD driver from the device manager and also delete the software while uninstalling the same. Restart the system and update the driver from the link below:

http://dell.to/18SCBBH

Restart the system and check. Also check the display status in the BIOS screen. Tap F2 at startup to open the BIOS screen. Reply with the status to assist you further. Also let me know the glitches on the external monitor.

thomsk- · Answer

Hi

Unfortunately i cannot uninstal the driver, i cannot even get the laptop to boot up at all now. All i get on the external screen is a distorted full screen of multi colours.

I'm wondering now if the GPU has failed badly?

DELL-Sujatha K · Answer

Hi thomsk,

Thank for the update. If the display on the external monitor is distorted, as you suspect it may be an issue with the video card I recommend you to get the system serviced by a Dell. If the system is out of warranty, let me know the region you belong to, to provide contact information to the department to get the system which is a paid support.

thomsk- · Answer

Thanks to the people who responded to my original post, the following is an update on progress.

With the old card in (HD4870) the laptop had go to a point where it would not boot up, it failed in stages, firstly I had multi coloured squares appearing on the screen, then a day or so later it would not boot into Windows and would hang or BSOD and reboot, then later that day the whole screen became a massive multi coloured mess. I tied to reinstall Windows with the recovery disc hoping it was a software issue but the same problem persisted, at this point I had to stop because I could not even see Windows menus in order to install.

The general consensus seemed to be that there was an issue with the GPU, so I took the opportunity to upgrade by getting a used HD5870 to replace the suspect HD4870. As soon as I booted up the laptop with the HD5870 in, all the graphical glitches were gone, windows installed fine all looking good, except………. Still no LED Screen.

All the above was carried out using an external monitor connected through VGA.

I tried to use the HDMI port to connect the external monitor with a HDMI to DVI lead, everytime I plugged the HDMI lead in the screen went into standby and I can find no mention of HDMI port in the Catalyst control center.

I did manage to log into the computer on my ipad using teamviewer and with all external monitors removed the desktop appeared to be fine but the display showed as ‘640 default LCD monitor’ or something similar.

Also, if I right click Catalyst Control Center in the tray icon I get 4 instances of HD5870, 1 has the normal set of display options to select, the other 3 have most options greyed out but show ‘extended desktop’.

I have the RGB LED screen which I’m told has no inverter, so do people think my screen is dead and if so why can I not use my HDMI port?

It’s getting really frustrating now, I have a usable Laptop which is a great improvement to where I was a week ago. I’d really like to get the screen sorted though so I can actually have a laptop rather than a desktop but at the very least I’d like to be able to get the HDMI port working. Using VGA means iTunes won’t play my HD movies.

Does anyone have any ideas what my problem may be?

AndrewSi · Answer

Hi THOMSK, theres still a few things you can check before you write your screen off.

1. Have you checked the two LCD connection that plug into the motherboard, the larger one can sometimes look like it's attached when it's not, it's blue plastic tab should be facing toward the monitor.

2. What driver are you using, I seem to remember some problems with the ATI/AMD branded driver and HDMI, but I can't remember weather it was win 7 or 8, if your using the Dell drivers try the ATI/AMD, and visa vera if your using the ATI/AMD drivers. Make sure you do a complete uninstall and use driver sweeper to remove any leftover bits in the windows reg.

3. You can also try a complete power drain, it may help. Disconnect AC power, remove battery, remove rear cover, unplug coin cell battery located beside center CPU fan, hold down power button for a slow count to 20, wait 5 minutes just to be sure power has drain completely, re-assemble laptop. You will prop get 5 beeps on first boot, dont panic, it's just the CPU clock restarting, reboot your laptop and with a little luck it might reset your laptop screen as default.

4. There's always a chance that whatever blew your GPU may have affected your LCD, these alienware computer continue to suprise me with new and interesting faults, once you think you've seen it all, along comes another suprise

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M17x R2 GPU or LCD Problem

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