Zel9088
1 Nickel

Inspiron 5537, Primary GPU dead

I have a Dell Inspiron 5537 and I think my primary GPU (AMD Radeon HD 8850M) is dead. I've been playing video games when it started to get hot and suddenly the screen flashed then all my games lagged like <deleted> and I can't make any of them use my primary GPU, they use my Intel(R) HD Graphics Family <deleted> instead. I tried to contact Dell support but it's impossible to write a singe email to them from the site and when I called them on phone I was told their phone technical support is not working now. Can anyone help me here? I'd like to have my GPU repaired or replaced and my laptop still has a guarantee at dell according to Dell SupportAssist software.

Tags (3)
0 Kudos
16 Replies

RE: Inspiron 5537, Primary GPU dead

Hi Zel9088,

Is the graphics card detected in the device manager? Did you try to install the latest graphics card drivers from our Dell Support Site?

Please click my DELL-username and send me a Private Message with the Dell Service Tag number and your email address.

Note: please don't mention the service tag or email id on the public forum as it contains your personal information

DELL-Akshatha M
Social Media Support
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

0 Kudos
9 Rhodium

RE: Inspiron 5537, Primary GPU dead

First, the primary GPU is the Intel one - NOT the AMD.  The AMD GPU is a secondary (Co-processor) GPU.  All video data passes through the Intel GPU -- even if it has been processed by the AMD GPU.

Second:  do both GPUs show up in the device manager, and with correctly loaded drivers?

0 Kudos
Zel9088
1 Nickel

RE: Inspiron 5537, Primary GPU dead

Yes, I have the latest drivers installed and my GPUs both show up and it says they're working fine but the AMD GPU isn't working at all.

0 Kudos
9 Rhodium

RE: Inspiron 5537, Primary GPU dead

What are you using to verify your claim that the AMD GPU isn't working?  You cannot simply look at what Windows tells you -- since the Intel GPU is the only one that has a connection to the display screen.

There are tools such as GPU-Z that will tell you - but Windows itself cannot (and will not).

Is the system running any hotter than it has in the past?

0 Kudos
Zel9088
1 Nickel

RE: Inspiron 5537, Primary GPU dead

GPU-Z tells me it's working. Lagging games tell me it's not.

0 Kudos
9 Rhodium

RE: Inspiron 5537, Primary GPU dead

If the system is running warm, you may want to give it a thorough clean out of all dust -- just a little can raise the temperature a few degrees, leading to significant slowdowns in operation.

It sounds like there's nothing wrong with the hardware or drivers otherwise.

In other words it's the heat that causes the problem - not a hardware failure.

0 Kudos
Zel9088
1 Nickel

RE: Inspiron 5537, Primary GPU dead

Already gave it a clean out so no dust in there to cause extra heat.

0 Kudos
Zel9088
1 Nickel

RE: Inspiron 5537, Primary GPU dead

Anyone at Dell willing to help me or should just I dump your product and buy one from another company? This is getting ridiculous.

0 Kudos
9 Rhodium

RE: Inspiron 5537, Primary GPU dead

If the system is not clearly overheating, you may want to try a factory reset of the operating system.  

If the system IS still running too hot, it may be a faulty fan, temperature sensor or dried out thermal pads.  Run a full system diagnostics (F12 at powerup) to check the fan and temperature sensor.

0 Kudos