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June 16th, 2018 17:00
Aurora-R7, does not wake up after sleep
Hello,
I purchased Alienware Aurora R7 desktop less than 10 days ago and already having issues with the computer. I currently have 3 monitors plugged in --1 via HDMI and 2 via HDMI to DP port (via multi connector). I am noticing that "sometimes" computer doesn't wake up after going to sleep or at least doesn't pass video signal to monitors even though it is awake. I sometimes notice flickering on the screens which suggest some sort of signal problem. Please note I am using two separate ports to connect 3 monitors.
Called tech support and they already ruled out this as a hardware problem. They mentioned since I am using 3 displays this issue could likely be software related. I got an email from Dell software team today which is asking for $130 to provide some sort of a software patch to fix the issue.
Want to know if anyone experienced this issue? I am really confused why do I have to pay for a software patch for a machine which is less than 10 days old? If this is a Windows or Nvidia driver issue wouldn't this be covered by Dell since I paid for both hardware and software? I am also super disappointed with Dell Hardware customer support. Very close to returning this machine and going with another vendor.
Any help will be appreciated.
Thanks
Amit
ks-man2
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21 Posts
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June 17th, 2018 09:00
I created a similar thread. I turned off having the computer going to sleep and just had the displays go to sleep. Somebody mentioned to turn off hibernate and I also turned off hybrid sleep and will see what happens. I read a bunch of threads of monitors not waking up properly with Windows 10. I think hibernate and hybrid sleep may be the culprit. Report back if that fixes your issue.
Tesla1856
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71.4K Points
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June 17th, 2018 10:00
1. Sounds like a strange device. Try straight-thru cables connected to native ports (even if you must drop back to 2). It should work.
2. Obviously, I can't speak for them. But I think they want you to go-ahead and buy 1 year of software-support since you skipped it on purchase. Personally, I think everyone should get Hardware and Software support for the first year. If it's an extra $75, so be it ... customers should not be allowed to opt-out to save a few dollars.
Problem solved and everyone would be happy for 1st year.
Oddjob138
1 Message
0
July 5th, 2018 19:00
I am having this same issue for about 6 months since I got it as well. Called dell and let the guy poke around for an hour on my computer and he couldn’t figure it out. Sometimes it will wake w extensive mouse and keyboard clicking. Other times I will just have to manually restart the computer. Very annoying for how much I paid for this thing.
Tesla1856
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July 5th, 2018 20:00
If it's really asleep, the Power Button is glowing.
If Power-Button is glowing, does pressing it wake it reliably?
Shatley02
1 Message
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September 14th, 2018 18:00
Having the same issue with a 2 week old computer. One monitor. And no pressing the illuminated tower button does not wake the machine. It does nothing unless you press and hold it to power down and then restart tower
Tesla1856
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September 14th, 2018 19:00
You guys should really start your own threads. This is not really related to OP.
To allow your computer to wake with a mouse click requires a BIOS option change. Try these settings:
Disabled - Intel Ready Mode Tech
Enabled - DeepSleep Control in S4 and S5
Enabled - USB Wake Support in S3 (Can wake from Sleep with Mouse now)