Alienware Aurora R4 with the dreaded Error 41 Kernel Power issue.

Question

Hi everyone.  Very exasperated Alienware owner here. I bought an Alienware after seeing my cousins rather splendid and excellently built rig. as well as having 4+ years without technical hitch or issue. I put down a more than reasonable amount of cash last year acquiring a near top of the range system for the time. I even paid a 2 years warranty because without going down memory lane, but I've had horrendous luck with computers over the last 12 years, and none have actually lasted until the next upgrade.etc.etc.etc.  So anyway, everything is going well but in the beginning I had a strange sounding fan on the system which I actually took a video of for some people on youtube to help me isolate it. http://www.youtube.com/watch?v=mYt9r7SLNSc   Not long after it ceased making the noise and to be fair hasn't since. So I was all happy with it any despite initial worries. (I'm so reluctant to go down warranty roads as I've been there countless times before, even once before with Dell and it's never gone well from my point of view).  The only change I have made to the system at all is upgrading to Windows 8 (which I trust and believe does not effect the Warranty) Unfortunately this kernel issue is starting to affect nearly every new game I try, and the bizarre thing is , it's not even stupendously taxing games I'm playing on.  My specs in brief:  i7-3820 @3.608GB DDR3GTX 680250GB SSD (Boot) 1TB HDD (Data) I can play Battlefield 3 totally maxed out for a good couple of hours before I get the kernel-power issue, sometimes not at all. But the 2 year old, not graphically demanding at all Rift will lock up after around 5 minutes, the Resident Evil 6 benchmark, will lock up after around 5 as well. Now Battlefield 3 totally outperforms those games in every conceivable way yet the PC is locking up and restarting (no BSOD or anything - just a frozen image and the last second of sound looped for a few seconds until the bios kicks in again).  Temps are running perfectly normal, I've done extensive testing on the RAM, on the system as a whole and everything is coming up great.  Now this kernel issue is not uncommon, checking out the internet and a quick search on google shows a lot of people experiencing similar problems, some citing Realtek HD conflicts, other fast start up but I've tried literally everything I can find and it still wont sort itself out. The only thing I've not tried is a BIOS update, and that's simply because I'm a bit inexperienced with the whole thing, I've downloaded the last A11 update, but it always reverts back to A03 after restart, I'm simply running the executable in windows as I'm a bit timid with the risk of bricking the machine.  The only other thing that people are suggesting online is a PSU issue, which is a just a huge headache of going down warranty roads, being fobbed off on the phone regularly and losing lunches at work trying to get it all sorted out. Sorry for the huge post, but I'm really at wits end. Performance and build wise, I've never ever been happier with a PC, but these crashes are driving me to despair and I don't want to feel ill toward a brand I previously nothing but huge respect for.  Thanks for reading and thanks in advance to anyone who takes the time to respond.  Sean

Tesla1856 · Answer

yet the PC is locking up and restarting (no BSOD or anything - just a frozen image and the last second of sound looped for a few seconds until the bios kicks

The above (locking up without BSOD) and getting "Error 41 Kernel Power Error" points to a hardware problem.

Are you under warranty?

Have you tried disabling Sleep and Hibernate (computer always full on or completely shut-down)?

STARS_TyranT · Answer

Still have a year left on my warranty but the thought of having to use it makes my blood run cold given the experiences I've had to endure before.

And yes sleep and hibernate is also disables, the PC is always on or shut down as you say. :)

Tesla1856 · Answer

1. Still have a year left on my warranty

2. but the thought of having to use it makes my blood run cold given the experiences I've had to endure before.

3. And yes sleep and hibernate is also disables, the PC is always on or shut down as you say. :)

1. Good.

2. Not sure I understand. I suggest you use it and be glad you have it.

3. Good. I've seen this fix this problem (not Alienware but other WinTel machines over the years). With the SSD, no problem with booting up once or twice a day.

And speaking of SSD, was this an upgrade? ... did the problem start soon after adding SSD? Or, did it start after any other upgrades (like RAM, etc.). How original/stock is your hardware parts inside?

Also, I suggest you or Dell re-seat EVERYTHING (all cards, DIMMs, Power Supply, all cables and plugs). Sometimes it's just a lose connection.

As always, use a good UPS (like APC or CyberPower).

STARS_TyranT · Answer

It was an upgrade install. Not that it matters now as I've totally bricked the machine updating the bios to R4-05. The machine wont even start now as is giving me the two beeps that indicate of all things a RAM problem.

I've no other choice now other than to get Dell involved, thanks anyway for your time.

Tesla1856 · Answer

the only change has been the upgrade to Windows 8. Was this a clean install or an overlay/upgrade install?

Tesla1856 · Answer

1. Nothing has been touched, or added to the machine since it was built,

2. and literally the only change has been the upgrade to Windows 8.

1. Good. That will also help as Dell gets involved ... It's better if everything is factory/stock ... to aid in trouble-shooting and also so that there are "no excuses" or blaming new after-market parts for the problems.

2. I suggest you return the machine to Windows-7/64bit (by clean install). That was the original shipping OS config.

http://en.community.dell.com/owners-club/alienware/f/3746/p/19376654/19866250.aspx#19866250

Tesla1856 · Answer

1. It was an upgrade install.

2. Not that it matters now as I've totally bricked the machine updating the bios to R4-05. The machine wont even start now as is giving me the two beeps that indicate of all things a RAM problem.

3. I've no other choice now other than to get Dell involved, thanks anyway for your time.

1. Ya, those don't usually work 100%. Clean install is much better.

2. Yes, that happens too. I always tell people to flash from bootable DOS flash. Also helps to have Phone Support on the line so they can buy you a new motherboard when it bricks. There are some possible recovery procedures, but they will walk you through those.

3. You are welcome ... good luck.

STARS_TyranT · Answer

SSD was in from construction and has been one of the best things about the system to be honest, stupidly fast.

Nothing has been touched, or added to the machine since it was built, and literally the only change has been the upgrade to Windows 8.

The PSU was the one fitted, I can't remember off hand which it was. I'll need to check, but it was sourced and chosen on the Alienware website so I would assume it would be more than up to the task.

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