Alienware 17 R4 Realtek Device Disappeared

Question

Today I was connected to the external Alienware Graphics Amplifier, when suddenly the screen went black and the fans on the external graphics card revved to full blast. I had to disconnect the cable and hard power down the laptop, and when it came back up, the computer was no longer detecting the internal Realtek Audio chip. I attempted to reinstall drivers, and when that didn't work, I performed a fresh install of the OS from Windows Installation Media, including formatting the boot drive and then installing Windows 10. I've installed the drivers, reset the CMOS, and inspected the BIOS for any settings relating to the sound chip but can find none. Are there any tips on resolving this issue before I reach out to warranty support? I've had this computer less than a week and would like to try to get it resolved without waiting for someone to come out and replace the motherboard.

Eimy_B · Answer

Hi, Update/reflash the Bios to the latest here: www.dell.com/.../DriversDetails If that doesn't work, send me a private message with the service tag.

lorneking · Answer

I waited for the tech to come out and replace the motherboard, which fixed the sound chip, but fried all of my speakers 15 minutes later after the tech had already left. I also noticed the tech forgot to plug the cable that connects the motherboard to the subwoofer controller back in. I know the sound chip is still good because headphones work, but I'd really like to just get sound out of this laptop. In the entire time I've owned it, it's worked for 6 days and has been non-working for 14. Pretty poor track record so far :(

Locked Topics – Alienware General

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