NEW Alienware 17 Disappointment...

Question

Hey guys, I'm from Malaysia, gotten my Alienware 17 on September 26 but until today I can't use the laptop without it causing CPU overheating and restarted zzz.. If you wonder, my Alienware 17 come with the best spec you could find from alienware.my (Malaysia) which cost Rm9.2k+...CPU overheated for no proper reason, laptop situated on air-conditioning room, with U3 cooler master, and far away from obstacles/wall.I'ma IT professional myself so I definitely know best how to handle my PC. Basically, the CPU just keep overheated after 15~20mins and restarted and keep repeating the same process zzz...Very light usage can cause overheat, even in idle the CPU will overheated and restarted...The fan tried hard to cool down the CPU but it just failed as the temperature from CPU rise way too high for the fan to cool it down before it actually restarted... Had dell technician came to change heat sink and reapply thermal paste but still failed to solve this issue...Dell technician suggest to change motherboard zzzz...I felt very disappointing with Dell customer service, Dell & their outsourced technician had very bad intercommunication as often Dell gave the wrong record in regard of appointment to technician and ended up I have to called both parties to readjust the appointment and etc zzz.... Recently called technician support from Dell but they either keep redirecting me to different person or simply wasting my time zzzz...As from dell technician site they told me to wait for motherboard to be arrived which I already waited for almost a week but now news yet... I wondering any of you guys encountering such issue as mine from Asia.

Vanzelot · Answer

Try to run hardware diagnostic test.

By the way, Alienware 17 have 2 fans. (1 for gpu and 1 for cpu).

Try to check if the cpu fan is running or not?

Also, try to install CPUID monitor. Download here --> http://www.cpuid.com/softwares/hwmonitor.html

I know its frustrating for you to experience this since your laptop is just a 1 month old.

Your laptop already in emergency room.

Vanzelot · Answer

Or have you read this article already?  http://www.dell.com/support/troubleshooting/us/en/04/KCS/KcsArticles/ArticleView?c=us&l=en&s=bsd&docid=511984

robccs · Answer

Also, can you give more info about it?&#xa0;Like:&#xa0;1. OS?&#xa0;2. What you did before it started overheating?&#xa0;3. Did you do something about your laptop that leads to overheating?&#xa0;4. Some other info that would help the people here in forum.&#xa0; Yes, reason why I make a post here simply I wanted to help whoever gotten themselves an alienware17 and having the issue as mine or about to get one soon... OS = Window 8 Why overheated? = I did nothing even in idle mode, the cpu will goes overheated after 15~20mins depends on luck sometimes 30mins...CPU fan tried hard to cool it down but failed...Even surfing net will cause overheating LOL... Did I did something to overheat my laptop? = Nope, I'm IT proffesional myself and I certainly knows a Rm9k+ machine won't get into overheat issue SO EASILY??? My company laptop which cost Rm2k can withstand better loll...And no the machine is a flaw as it overheated for no proper reason... Other info = Technician came first time, changed heat sink n reapply thermal paste...No solid issue what cause the overheat now awaiting for my motherboard to be change...another 1~2 weeks time gonna go wasted... Hope I enlighten your day.

Vanzelot · Answer

Have you tried this already??? 1. Remove battery. 2. Hold Power button for 30 secs. 3. Return battery and turn on your laptop

robccs · Answer

Hi there,

Thanks for trying to help but all these you mentioned I had already tested before gotten myself a dell technician to try fixing on site...

Yes, I did the hardware diagnose during window boot with F12, everything passed. Yes, I'm aware of the 2 fans 1 for gpu n 1 for cpu. Yes I did mentioned the CPU fan tried hard to cool it down but somehow failed as the temperature rise from 50 to 65'C in few seconds time which caused it failed to be cool..

Cpu keeps overheating no matter what even when I got myself some fan-speed adjuster software to increase the cpu fan's rpm higher so it could somehow cool the cpu down but it still failed so yea its not something we can do about...

I can only wait for dell technician to get my motherboard change now. Hope any of you guys who encountering such issue could aware of how this would go in future and disappointing with the quality zzz...

Vanzelot · Answer

Also, can you give more info about it?

Like:

1. OS?

2. What you did before it started overheating?

3. Did you do something about your laptop that leads to overheating?

4. Some other info that would help the people here in forum.

robccs · Answer

Hi Vanzelot,

As mentioned above this :)

Machine's flaw / factory default defection.

I created a post here simply to see if anyone from malaysia/sg who recovered from such issue or simply to give warn an advance buyer...Called dell past week, they told me the machine was too new for them to understand why such thing could be happen...Haha...

Thank you.

robccs · Answer

I updated the bios and after the update, the problem started.

Try to check the bios and what bios version you have?

I see. I can't remember the exact BIOS as I'm in the office now while laptop at home but I'm pretty sure its the latest I can find from dell though. Hmmm...I did some recall and I kindda realize I gotten myself this overheating issue even before I went to dell website and grab a BIOS update. Thanks for the tips, it could or might not be the root cause but I will check it out when I got back home.

Very much appreciated man!

robccs · Answer

Really, its not related?

I experienced the same situation as yours.

I only did the remove battery and hold for 30secs and return battery and turn on laptop.

Boom.

Laptop is fine and no more overheating cpu and no more problem.

Serious? Actually the dell technician took off few parts from the machine during the fixing..I mean I can see hes taking every possible aspect to fix the issue and came out with the assumption as the machine is a factory defection itself so as a customer myself I just have to bear with him I assume since hes the dell technician.

Vanzelot, can you please further elaborate how you encounter the issue? CPU overheated too? The behavior? Its really good to see someone who had the same issue as me loll..Maybe I could re-try to fix on the machine by myself with the method you used.

Thank you.

Vanzelot · Answer

I updated the bios and after the update, the problem started. Try to check the bios and what bios version you have?

Vanzelot · Answer

Really, its not related?

I experienced the same situation as yours.

I only did the remove battery and hold for 30secs and return battery and turn on laptop.

Boom.

Laptop is fine and no more overheating cpu and no more problem.

robccs · Answer

Have you tried this already???

1. Remove battery.

2. Hold Power button for 30 secs.

3. Return battery and turn on your laptop

Hi Vanzelot,

Nothing to do with that pal, CPU overheated even in air conditioning situated room, fan next to it, cooling pad, away from heat source...Anyway, technician already proof the machine itself is a defect so nothing to do with how i use/take care on my machine.

Hope that clears your doubt.

robccs · Answer

For more info about the bios for AW17 --> http://www.dell.com/support/drivers/us/en/04/DriverDetails?driverId=DF5WX&fileId=3284150993

Hi Vanzelot,

Yes, I recalled its A04 because I saw it during window booting + F12 when I'm attempting to diagnose hardware and saw it. So this is the bios that require battery remove and power button hold for 30s...Cool! Really hope this was the issue man as it would save me a lot of time and trouble.

Much appreciated!

Vanzelot · Answer

For more info about the bios for AW17 --> http://www.dell.com/support/drivers/us/en/04/DriverDetails?driverId=DF5WX&fileId=3284150993

robccs · Answer

Before doing the bios update thing, have you tried reducing the processor power management in the advance power option setting?

Try to change the processor power management from 100% to 70% (Plugged in).

Observe.

Hi Vanzelot,

My machine is already in A04 aka latest BIOS, before the update I did play around with the power/performance setting but I never reduce the power ratio as mentioned by you. Why with the power reduction? Any different doing the reduction before/after the BIOS update??

As for now, once I got back home I will try unplugging the battery from the machine and did the power drain for 30s then put back in the battery and see hows the overheat issue goes.

Thanks for your time.

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