DellIsAllBots
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Navigating the Dell Matrix - Alienware video issue(s)

Looking for someone at Dell who to actually assist me with getting my AW18 repaired.  The oh-so-helpful diagnostics in lieu of an warm body (automated diagnostic:  Dell System Detect) IS running, but the "help" page insists it is not running.  I tried that half a dozen times.  From that point, there are ZERO options to contact support. 


And yes, I'm more than a little perturbed.  I swear the idea is to make it as painful as possible to claim warranty service so people just go away or live with a defective product.

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7 Replies
Moderator
Moderator

RE: Navigating the Dell Matrix - Alienware video issue(s)

I'll be happy to help you!

Could you please provide me some details of the problem you are facing? 

Alienware-Milena
Dell | Alienware Technical Support Alienware Arena
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
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DellIsAllBots
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RE: Navigating the Dell Matrix - Alienware video issue(s)

Alienware 18 with 2X Nvidia 770's.  Having display or video card related issue. Updated Nvidia to latest (as of 29 JAN 2015) 347.XX driver without resolution.  Dell System Detect will not run correctly.  Program is shown as active process in Process Explorer, but nothing happens.  Ran PWR + D boot check and didn't see any errors. 

That's where I'm at so far.  Display is showing horizontal (slight diagonal skew) lines that look like television signal static.  The problem is most apparent in deep color shades like blue or purple.  The problem exists in games, but does not seem to degrade 3D performance.

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Moderator
Moderator

RE: Navigating the Dell Matrix - Alienware video issue(s)

Do you see the lines when you connect an external monitor?

Alienware-Milena
Dell | Alienware Technical Support Alienware Arena
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
I can't always reply to PM's, if you need extra assistance visit: YouTube Logo Facebook Logo Twitter Logo

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DellIsAllBots
1 Nickel

RE: Navigating the Dell Matrix - Alienware video issue(s)

I've never tried.  Will be hooking up my television through HDMI this weekend for the first time, so that will be interesting.  I will drag this monster to work and try a conventional monitor on Monday.  

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AndrewSi
4 Germanium

RE: Navigating the Dell Matrix - Alienware video issue(s)

You don't need to take it to work, any external monitor/TV will do.

 

The purpose of doing this is to determine if the issue is your graphics card or monitor - If it works OK on external device then its your monitor, if issue persists it's probably your graphics card

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DellIsAllBots
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RE: Navigating the Dell Matrix - Alienware video issue(s)

Hooked it up to HDMI projector.  Used a couple of video test websites to get range of color and pixel patterns.  Problem is isolated to the internal display/panel, primarily in the red/magenta color range.  The issue does not show up on any external display/television.

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Moderator
Moderator

RE: Navigating the Dell Matrix - Alienware video issue(s)

Then is not the video card the one failing is the LCD, if you are still under warranty and you live within US or Canada send me a PM with your service tag and a brief description of the problem so I can help you out otherwise contact the technical support site in your country so they can assist you with the replacement. 

Alienware-Milena
Dell | Alienware Technical Support Alienware Arena
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
I can't always reply to PM's, if you need extra assistance visit: YouTube Logo Facebook Logo Twitter Logo

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