m15, lighting issues

Question

HelloAfter some doubts I finally purchased the m15 laptop and I have issues after a week of use... Lighting is not working at all. Keyboard backlit is off, logo on the back of the screen is off, power button lighting is off.Steps how I got myself into this trouble:- After receiving my laptop I checked if basic stuff is working fine.- Did the memory and storage upgrade(DELL online store in the Netherlands does not offer the options I need) and installed Win10 + BIOS update.- Week of productivity use: no issues.- On Saturday morning I turned off the FX lighting in the AlienwareControlCenter -> played some games -> turned off the laptop. In the evening I tried to turn on the lighting back again but I was not able to do so because FUSION(except power profiles category) and FX tabs displayed only spinning circles(loading indication).Reinstalling the Alienware software did not help(same spinning circles).Did complete windows reinstall twice: with and without internet connection(to prevent automatic updates/driver lookup mess up the things) -> got the worst result so far: power button went black and control center claims that it did not find FX-compatible hardware(no FX or FUSION tabs available at all).CMOS clear - no results.I used drivers and Alienware software from the m15 download page so outdated versions are not the case here.Would really appreciate If anyone from support could help to resolve this issue without handling the laptop back to DELL because I need it for my daily work and I don't want to use the faulty device.Dell support in the Netherlands does not seem to answer phone calls well(for almost 30 minutes waiting on the call).I will continue trying to reach out for the Netherlands support department but the experience is not very promising so far.Thanks in advanceP.S.  Always keep your old laptop just in case :(

Alienware - Rodrigo · Answer

Hi,  Send us your Service Tag in a private message, so can review your case and get back to you.

Alienware

Was this post helpful?