15 R4, freezing and going black screen

Question

I’ve started experiencing this freezing issue of my computer on starting up. No other time it does this other than start up. Generally what happens is I start up my computer and then I’ll go to do something like open my browser or start up a game and suddenly the screen will freeze and I can’t do anything. Then after a few seconds it will turn black while the computer is still on. I’ll then turn off the computer and start it back up and it sometimes does the same thing all over again or it doesn’t do it. It’s been happening more and more recently. Sometimes I’ll be on the computer for about a minute or 2 and I’ll open up something and it will freeze up the same way. If someone could tell me what this problem is and how I can fix it that would be great.

mattyb3 · Answer

It sounds like a GPU issue. It's possible that it's overheating and crashing or it could be failing. The first thing you could do is make sure that the driver is up to date and then pull the laptop apart and repaste the GPU and CPU and clean out the heatsinks that may have built up dust/fluff.

What laptop do you have?

mattyb3 · Answer

Here is a guide on how to disassemble the R3, it should be a very similar process for your laptop. They are usually quite easy to access as Dell has always allowed its customers to do upgrades without voiding warranties.

https://www.youtube.com/watch?v=ECsPFZJ4eGA

Contact Dell if you are still covered under warranty.

Yellowcats8 · Answer

I have Alienware 15 R4 - i7- 8750H - 16GB im pretty sure its a 1070 graphics card. Now normally I would have no problem opening up the laptop but alienware is so complex I'm worried I'd break it if I took it apart and cleaned it out. I'm pretty sure all my drivers are up to date. Is there a safe way to open up the computer? Since this is a laptop and not a desktop i'm not sure why alienware made it so hard to get to the parts.

mattyb3 · Answer

The GPU die is soldered to the motherboard but the heatsink should be held down with 7 screws.

Here is the Service Manual that walks you through removing each component

https://topics-cdn.dell.com/pdf/alienware-15-r4_service-manual_en-us.pdf

Yellowcats8 · Answer

So I took it apart but once I got to the fan part that would reveal the GPU it seems it’s glued down. We got every screw and double checked the video but it seems it’s glued down to the motherboard. So I’m not sure what we can do about that.

Yellowcats8 · Answer

Yes it was in fact the heat sink that seems to be glued down. We took out each screw but it wouldn’t budge. It felt like it was glued. We double checked for anything else holding it down but couldn’t find anything that was.

Yellowcats8 · Answer

I tried to pry it but it didn’t feel right prying it as everything was being pulled. Eventually I felt like it was way too stuck on there to be popped open and I don’t want to risk damaging any of the pieces.

mattyb3 · Answer

It will feel glued because of the thermal pads and compound that sits between the heatsink and components. It does take some force to remove it the first time but don't do it if you feel uncomfortable.

I usually use a plastic pry tool to gently raise one corner to start with. I give the tool a little twist to start raising it off. Once it starts releasing then it usually comes off easily.

A51-06 · Answer

Well If its that stuck together then you might need to heat it up at that specific location on the heatsink itself and not the components.

I've tried removing the heatsink on those models and its possible just that for many of mine it was because of a hidden screw holding it down.

Yellowcats8 · Answer

ya, Im just planning to send it in so I dont damage it. Tried as much as I could and looked for any hidden screws. Its just really on there and I dont have the things needed to get it unstuck without damaging it.

Alienware

15 R4, freezing and going black screen

Was this post helpful?