17 R4, 2x16 GBDDR4 Crucial ram upgrade

Hi @alienrob  Dell support for Alienware 17 R4, Memory says 32GB is supported and crucial database says which DRAM cards are compatible for your system.The opening post did not say which 32GB upgrade cards have been purchased. Crucial has an excellent reputation, and will accept returns to check and replace. Please get in touch with crucial so that they can provide free technical support. 

Hi Crimsom

Crucial 32GB Kit (2 x 16GB) DDR4-3200 SODIMM
CT2K16G4SFD832A
Configuration ID: CT14299314
DDR4 PC4-25600 • CL=22 • Dual Ranked • x8 based • Unbuffered • NON-ECC • DDR4-3200 • 1.2V • 2048Meg x 64 

Thanks

Hi Crimson

I have discovered via internet searching that this is a known issue with the Alienware 17 R4, so I am somewhat disappointed the Dell support have no interest in helping me solve it without purchasing a support package.

I would be more than happy to purchasing a support package for an issue that has arisen unexpectedly, but for an issue that is known about and is clearly a fault with the Alienware 17 R4 bios, firmware or system etc then I think it is only correct that you assist me to fix it.

When I bought my Alienware 17 R4 it was clearly indicated and advertised that the unit could be upgrade to 32mb of ram. On the strength of that claim I have purchased 32gb of ram which should work with the laptop with no issue. This is of course not the case so I have purchase products that I can’t use and I am now out of pocket.

I was planning to purchase a new Alienware X17 in June, I am now looking at other options.

Very disappointed with Dell on this!

Thanks

Robert

Hi @alienrob  I do not work for Dell, and volunteer my free time. My only reward is getting Kudos and hopefully providing a Solution. 

Dell has provided this free user to user discussion forum. This is particularly useful if warranty has not been renewed, or system has reached end of support life and warranty cannot be renewed. Alienware 17 R4 has reached end of support life. 

Your RAM CT2K16G4SFD832A is listed in crucial RAM compatibility for Alienware 17 R4. RAM cards are usually very reliable and rarely fail. crucial support is very good and is known to exchange RAM at little or no cost to user. Please get in touch with crucial so that they can provide free technical support. Hopefully, crucial will provide you with a free exchange, or discount purchase of alternative fast RAM. 

Having established that crucial says your 32GB of RAM upgrade should work. I note your earlier comment that this is a known problem, and that your system will accept 24GB but not 32GB of RAM. Renewing the existing old BIOS version might be a fix, but make sure to download the old BIOS file and then install. Updating the BIOS version is not recommended because Dell imposes many Intel Security Advisories that limit the system's capability. 

Hi @alienrob  users have installed one RAM card, used the system for about a day, then installed the other RAM card, to get both working. I know that this fix is not logical but it can work. 

This problem might be in response to poor meta data on the crucial RAM cards that is used by the laptop to validate its installation. Please get in touch with crucial so that they can provide free technical support. Hopefully, crucial will provide you with a free exchange. 

Hi @alienrob !

I am so sorry you had this issue.

Have you updated the BIOS of the laptop to the latest version?

Alienware 15 R3/17 R4 System BIOS | Driver Details | Dell US

And after installing that I would have to confirm wether you have a i9 or a i7 with the R4 you own?

Because i9 models support 2933Mhz with XMP I think and i7 models do not.

Its not a issue with DELL but rather intel preventing their CPU's from supporting a freqency higher than 2666Mhz for this generation of Alienware laptops.

But even if it didn't support the speed it should accept both RAM but downclock the speed, so I would make sure their both properly installed and do a hard shut down to check if there is anything that prevents it from turning it on.

Let me know if anything changes.

Hi crimsom

I will give the one RAM card idea a try and let you know

Thanks

Robert

Hi 5 Rhenium

Thanks for the reply, i will try and cover all the info here..

1. The unit is an Alienware 17 R4 i7-6700HQ / 2.6ghz

2. What is happening is that when i fit both 16gb DDR4-3200 ram cards and restart the laptop screen is black and the fans run full on and stay that way, i have let it run like this for 15 minutes with no change. When I pair 1x16gb DDR4-3200 ram card with 1x 8gb DDR4-2666 ram card the unit boots as normal, and it doe not matter what slot the ram cards are in.

3. The BIOS was v1.15 and we have updated this to the lattest v1.16.1, with no change in the ram situation.

4. Tha ram cards are working perfectly, we have test them in 2 other laptops with now issues, one of these laptops has the same i7-6700HQ / 2.6ghz CPU as the alienware and it has no problem recognising the ram.

5. As you have correctly said the ram would downclock so the speed isn't the issue.

6. Re "hard shut down" how do i do this on the Alienware 17 R4?

Thanks again

Robert

Hi @alienrob !

So I would contact DELL for a replacement motherboard to see if that solves the issue because its supposed to usually accept 32Gb no problem. I also recommend doing a hard reset which involves holding the power button until the laptop turns off and then disconnecting the battery connector and holding the power button again. Then plug the battery back into the motherboard and that should be it. Then try the upgrade again.

Hi 5 Rhenium

I will do the hard reset for sure, but the new motherboard is a none starter the units 5/6 years old and i will be replacing it in the next few months, the ram update was need to cover a one off programing job I am doing I build data services software.

Thanks for all the help it is appreciated 

Robert

Hi @alienrob !

Oh congrats on the job and if you do plan on getting another laptop, the X14 is a great laptop for workloads like programming and its powerful.