vergeverge
2 Bronze

Area-51m, freezing for 5-10 seconds

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I've been having some issues with random freezes on my Alienware 51m. The mouse will freeze on screen and it seems as if the whole system is frozen too. Can't use the keyboard or interact in any way. After 5-10 seconds it always returns to normal.

Everything is updated. I triple checked that. Purchased this is November 2019 I believe...

Thanks

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BernalCarlos
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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I can confirm @lam3001 solution to the problem. This a Dell software problem.

Once I uninstalled the "Dell SupportAssist Remediation" software for the laptop, the problem was solved. I haven't had any new freeze since then.

View solution in original post

12 Replies
Jimmy20
1 Copper

Re: Area-51m, freezing for 5-10 seconds

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I have the same problem, have you figure out what is doing that? It is very annoying. Happens several times a day. I have the same model as you have.

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vergeverge
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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I have yet to find a solution despite following the Alienware reps' advice sent to me in private message.

Frustrating.

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MrFreeze_van
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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I used to have micro freeze too, that corresponded to 100% CPU load but could not find the process involved. However I found few daily Critical Hardware failure in my windows error log. Did you check your Windows Reliability monitor and Event viewer to see if you have critical errors? Mine were related to the internal graphic card and some power function when back form Sleep mode.

Not sure if related to the original micro freeze but I de-activated the iGFX in the device manager and the sleep function when plug in the power management and since then I do not have any freeze or critical hardware errors.

EDIT: I also removed the AWCC that never worked and created many conflicts + the Tobii stuff that I have no use for. 

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vergeverge
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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"I used to have micro freeze too, that corresponded to 100% CPU load but could not find the process involved. However I found few daily Critical Hardware failure in my windows error log. Did you check your Windows Reliability monitor and Event viewer to see if you have critical errors? Mine were related to the internal graphic card and some power function when back form Sleep mode.

Not sure if related to the original micro freeze but I de-activated the iGFX in the device manager and the sleep function when plug in the power management and since then I do not have any freeze or critical hardware errors.

EDIT: I also removed the AWCC that never worked and created many conflicts + the Tobii stuff that I have no use for. "

I looked at the reliability monitor (which i never knew existed) nothing stuck out except for AWCC had "stopped working" every day. So I went ahead and uninstalled that. See if that makes any difference

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vergeverge
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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Oh and for anyone that ends up in the thread, things I've tried as suggested by Dell Support and others (and also this that they suggested I watch):

Computer Hangs & System Freezes (Alienware Official Channel)

1) Using the computer with nothing plugged into it but the power cord. Meaning no mouse, etc.

- Still froze

2) Ran the ePSA that is found in the bios at startup (F12 at alienware logo). I even ran the extended test.

- No errors or problems found.

3) Reflashed the BIOS even though I had the latest BIOS.

- No difference

4) Cleaned up system files. Just normal windows disk cleanup.

5) Ran virus and malware check. Again, normal windows procedure.

6) Check on recently installed programs. (I doubt it's this)

7) Updated literally everything. Windows Update, Alienware updates, nVidia updates, yada yada yada

8 ) Checked Windows Reliability Monitor for anything suspicious. I saw that Alienware Command Center kept crashing so I went ahead and uninstalled it. Verdict is out on whether or not this solved it.

 

Things I haven't tried that were suggested:

1) Running a Cleanboot and seeing if there is any difference.

- I feel like this won't work, but i'll give it a go.

2) Doing a clean install.

- Not going to do this, the laptop is almost brand new I doubt this would solve anything.

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c0ach
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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Has anyone found a solution to this problem??

 

I am at a dead end with random freezings for 5 to 10 seconds... Help someone!

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chiboul
1 Copper

Re: Area-51m, freezing for 5-10 seconds

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Hello,

I own a 51m and I had this issue with the stock Windows installation.
I ended up erasing the Windows partition and doing a clean install with a bootable USB key.

This resolved my freezing issues. Just so you are aware, by checking the event log viewer on Windows I found out the Wireless card was the cause of all these freezes. Maybe try to completely re-install drivers for the Wi-Fi card and see if it helps. Otherwise, clean installing Windows was the workaround for me. Never froze again on this current Windows 10 version.

 
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c0ach
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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Thanks for the early reply!

I will try not to format the drive yet, since it takes me 2 weeks to install everything back.

How did you find out it was the Killer WiFi device? I mean what did you find in the event log viewer of the former Windows installation?

I have also read that Tobii was also causing such issues related to freezing, so I have just uninstalled it.

I have also read that the owners of SSD .m2 NVMe Samsung 970 Evo (I have replaced the default 1TB Hynix SSD with a 1TB Samsung 970 Evo) should use this guide (https://www.youtube.com/watch?v=9ngnIKqPOc4&feature=emb_title) in order to make the new .m2 SSD work flawlessly (without warnings appearing on Samsung Magician) with the rest of the system by changing from RAID to AHCI in BIOS.

I have also just done this and will wait to see if freezes appear (or hopefully not). Also, I have just installed Intel Driver Support Assistant (https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html) and found out that Intel Wireless Bluetooth and Intel UHD Graphics drivers 630 were outdated, despite the fact that Alienware Support Center stated that everything was fully updated, since it wasn't.

I am running BIOS version 1.9.3 and vBIOS 1.0.0.5 (I bought the laptop 20 days ago with these versions preinstalled).


I have 3 questions for you (in case you can help me): What BIOS versions are you using? I need to know since your system is stable now just in case that is the problem for the freezes.. Also, are you having temporary freezes when you have enabled pdf thumbnail generation? I do, and I have uninstalled all software with thumbnail generation problems.

Thank you for the reply and I hope you get back!

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lam3001
2 Bronze

Re: Area-51m, freezing for 5-10 seconds

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I had the same problem on my Alienware laptop and worked with Dell support for months. They even replaced the motherboard, RAM, and SSD.

In the end, what solved it for me was uninstalling all of the Dell and Alienware software. I am pretty sure the culprit was something called "Dell SupportAssist Remediation" but I just uninstalled it all and never reinstalled any of it to see which program it was. I also uninstalled some of the Killer Networking management software which was causing network issues -- haven't had a network issue since.

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