PoisonAE
1 Nickel

Alienware M17 R4 not shutting down - unable to flash BIOS

Hi everyone,

My Alienware 17 R4 refuses to shut down, under any circumstance. When I click shutdown, the screen goes off, but the keyboard remains lit, with the fans running. The only way I can fully shut it down is by holding down the power button for several seconds.

I have formatted the device and reset all bios options with no luck. I understand that this can be fixed with a BIOS update, however to install the BIOS from Windows, the laptop needs to shut down, which does not happen. Holding down the power button to force shut it down cancels the BIOS update.

I have tried running the BIOS update manually through the F12 start menu and selecting the BIOS flash utility - However, whenever I start the flash procedure, the system hangs. I have tried with different BIOS versions in this way with no success.

My current BIOS version is 1.1.9

Any help would be greatly appreciated!

Here are my system specs, let me know if more specs are needed:

 

------------------
System Information
------------------
Time of this report: 3/29/2018, 23:12:06
Machine name: DESKTOP-LBHJP2L
Machine Id: {5DDFDAB2-9B66-4450-BC80-5414E159985C}
Operating System: Windows 10 Home 64-bit (10.0, Build 16299) (16299.rs3_release.170928-1534)
Language: English (Regional Setting: English)
System Manufacturer: Alienware
System Model: Alienware 17 R4
BIOS: 1.1.9
Processor: Intel(R) Core(TM) i7-7820HK CPU @ 2.90GHz (8 CPUs), ~2.9GHz
Memory: 32768MB RAM
Available OS Memory: 32638MB RAM
Page File: 3359MB used, 34142MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 144 DPI (150 percent)
System DPI Setting: 144 DPI (150 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
DxDiag Version: 10.00.16299.0015 64bit Unicode

 

---------------
Display Devices
---------------
Card name: NVIDIA GeForce GTX 1080
Manufacturer: NVIDIA
Chip type: GeForce GTX 1080
DAC type: Integrated RAMDAC
Device Type: Full Device
Device Key: Enum\PCI\VEN_10DE&DEV_1BE0&SUBSYS_07C21028&REV_A1
Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] 
Device Problem Code: No Problem
Driver Problem Code: Unknown
Display Memory: 24397 MB
Dedicated Memory: 8079 MB
Shared Memory: 16318 MB
Current Mode: 2560 x 1440 (32 bit) (120Hz)

-------------
Sound Devices
-------------
Description: Speakers / Headphones (Realtek Audio)
Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0298&SUBSYS_10280778&REV_1001
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.8098 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 21/03/2017 00:00:00, 5702144 bytes
Other Files: 
Driver Provider: Realtek Semiconductor Corp.

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6 Replies

Re: Alienware M17 R4 not shutting down - unable to flash BIOS

Hi, 

Send me your Service Tag in a PM, so we can look further into this.

Alienware Arena

Alienware-Rodrigo
Dell | Alienware Technical Support
#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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Coaleyed
1 Nickel

Re: Alienware M17 R4 not shutting down - unable to flash BIOS

Make sure you are not connected to your graphics amplifier.

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PoisonAE
1 Nickel

Re: Alienware M17 R4 not shutting down - unable to flash BIOS

Thanks Rodrigo, my service tag is <Service Tag Removed> 

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freegwap_
1 Nickel

Re: Alienware M17 R4 not shutting down - unable to flash BIO

 Your service tag is missing? Did you replace your motherboard? When it's replaced they're suppose to re enter the service tag into the system. It should be located on the bottom. At least mine is. 

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freegwap_
1 Nickel

Re: Alienware M17 R4 not shutting down - unable to flash BIO

My system is also doing the same thing. It won't shut down properly especially after update. I get a "DRIVER POWER STATE FAILURE" on the blue screen. I read looking for suggestions on how to fix myself without going through customer service which always have the same suggestions ive already done. Im not paying to have it sent away so any suggestions would be appreciated. Thank you so much

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jetbruceli
1 Nickel

Re: Alienware M17 R4 not shutting down - unable to flash BIO

I am having the same issue with my r4 17 i7 7700hq GtX 1070. Also my usb 3.0 doesn’t work only the thunderbolt 3.1 works.
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