So I ran Fire Strike Extreme at 3400 x 1440 and it ran the first GPU test, but crashed during the second GPU test. Every crash is the same, the screen goes black. The keyboard goes black, the macro keys are still lite and the fans are still going. The laptop looks like it's still on, but nothing gets the screen to come back on. Ctrl-Alt Delete does not work nor just moving the mouse or pressing buttons on the key board. The only way to get the computer to turn back on is to hit the power button and hard restart it.
I ran Fire Strike Extreme at 2560 x 1440 and the whole test was able to run. All bench marks finish when I run them at that resolution including the stress test benchmarks.
Did you ever get an answer from this, I am experiencing the exact same problem. I'm wondering if it could be my RTX 2080 graphics card, my area 51m also crashes every time i play a game and in the same way that you have described...
I'm going to contact support as well. This is crazy and should not be happening on such a high end expensive machine
Yes, I got an answer. I finally got an actual knowledgeable Dell support guy. He ran their benchmark software while he was recording the data on his end. He used remote desktop on my PC and found that the card was overheating.
They brought out a tech and the guy replaced my card with a new card and it's been great ever since.
I suggest running Alienware update and make sure you have all the updates including BIOS and GPU BIOS. That will be the first thing they check. Make sure everything is up to date so they can't use that excuse on you.
Run Support Assist to help you get all the updates, and Alienware update. Make sure you scan all your hardware and just do everything first before you call support.
In Support Assist, go to the troubleshooting tab. It should have a category under it called "I want to troubleshoot my PC". Click that and go to Video Card Devices. You can then scan you card for any issues.
Again, my issue was with the GPU itself. It was overheating and the Tech was able to record the data he needed so they could send a tech out. The steps I am giving you is to make sure they have nothing to complain about (Update wise), before they send a tech out to replace your card. If it's the same problem, the card was overheating.
I thought the issue was with bandwidth, but that made no sense to me once I dug into it deeper. I am glad I did, because now I have no issues with the new card and my PC has been running great. Now I wish that Dell would get there heads out of the rear ends and make a GPU upgrade for this Laptop at least. I know they can't do a CPU upgrade thanks to Intel changing sockets, but they could still do a GPU update like was promised when I bought this thing. Of course two weeks after I bought this one the R2 came out. Such is the life of a tech guy. Get that GPU replaced, that's the issue!
Dunno what to say, but I have similar problem since few months. I repasted my 51m i7-9700 rtx 2070 with thermal grizzly liquid metal, but that doesnt help. I only have high temps on my GPU, easly 86 degree cap and super low on CPU, around 60. Is that a drivers or bios problem? Can anyone confirm this?
I would recommend you do a driver reinstall for the GPU via GeForce Experience and when installing choose the custom installation option and then select the check box that says clean install.
I also wanna point out that you're trying to Run a benchmark or Game at 3440x1440 with high or ultra settings, which can't be done on that GPU since it doesn't have enough VRAM to do it.
Also I think that its a power issue because are you using a 330w with 180w adapter? or just 1 adapter when running these benchmarks.
Thermal issues can be the thing too but you'd have to feel those areas of the laptop like where the alien power button is.
"I also wanna point out that you're trying to Run a benchmark or Game at 3440x1440 with high or ultra settings, which can't be done on that GPU since it doesn't have enough VRAM to do it." 5 Rhenium
This can't be further from the truth. Once my GPU has been replaced, I have had no issue playing my games on full ultra quality and at the resolution of 3440x1440. A 2070 has enough VRAM. the 2070 and 2080 both have 8gigs of DDR6 VRAM. As for the power supply issue, I don't think that would be an issue as Dell sales the laptops with the proper power supplies for each card that one customizes the laptop with. I guess a mix up could have happened.
I also did a clean install of my drivers plus a BIOS update from Dell. This did not help whatsoever. The card was overheating and that caused the shutdowns. My card was replaced with a new 2070 and the problem has never happened again. I have been happily gaming on Ultra settings for the vast majority of my games (Minus Ray Tracing on newer games) at full resolution. I can play Battlefield 1 for a few hours without issue now. Microsoft Flight Sim no longer has an issue with full quality graphics and I fly for many hours.
They sale a lot of these laptops. The chances of a few GPUs being faulty are high. So long as Dell fixes the laptop, it shouldn't be an issue. It's frustrating when you get the faulty part, but it happens.
Dell fixed my issue, and I give them credit for it. It just stinks that it takes a few times calling to get to a tech that actually knows what they are doing.
Oh yeah sorry about that, its just for me my 1070 with 8Gb of GDDR5 struggles to play a 3440x1440p at High settings for games, and since Both have the same amount of memory I thought It would be the issue too.
baron1282
5 Posts
1
August 21st, 2021 08:00
So I ran Fire Strike Extreme at 3400 x 1440 and it ran the first GPU test, but crashed during the second GPU test. Every crash is the same, the screen goes black. The keyboard goes black, the macro keys are still lite and the fans are still going. The laptop looks like it's still on, but nothing gets the screen to come back on. Ctrl-Alt Delete does not work nor just moving the mouse or pressing buttons on the key board. The only way to get the computer to turn back on is to hit the power button and hard restart it.
I ran Fire Strike Extreme at 2560 x 1440 and the whole test was able to run. All bench marks finish when I run them at that resolution including the stress test benchmarks.
RobUSA
1 Message
1
November 7th, 2021 05:00
Hey there,
Did you ever get an answer from this, I am experiencing the exact same problem. I'm wondering if it could be my RTX 2080 graphics card, my area 51m also crashes every time i play a game and in the same way that you have described...
I'm going to contact support as well. This is crazy and should not be happening on such a high end expensive machine
Rob
baron1282
5 Posts
2
November 7th, 2021 06:00
Yes, I got an answer. I finally got an actual knowledgeable Dell support guy. He ran their benchmark software while he was recording the data on his end. He used remote desktop on my PC and found that the card was overheating.
They brought out a tech and the guy replaced my card with a new card and it's been great ever since.
I suggest running Alienware update and make sure you have all the updates including BIOS and GPU BIOS. That will be the first thing they check. Make sure everything is up to date so they can't use that excuse on you.
Run Support Assist to help you get all the updates, and Alienware update. Make sure you scan all your hardware and just do everything first before you call support.
In Support Assist, go to the troubleshooting tab. It should have a category under it called "I want to troubleshoot my PC". Click that and go to Video Card Devices. You can then scan you card for any issues.
Again, my issue was with the GPU itself. It was overheating and the Tech was able to record the data he needed so they could send a tech out. The steps I am giving you is to make sure they have nothing to complain about (Update wise), before they send a tech out to replace your card. If it's the same problem, the card was overheating.
I thought the issue was with bandwidth, but that made no sense to me once I dug into it deeper. I am glad I did, because now I have no issues with the new card and my PC has been running great. Now I wish that Dell would get there heads out of the rear ends and make a GPU upgrade for this Laptop at least. I know they can't do a CPU upgrade thanks to Intel changing sockets, but they could still do a GPU update like was promised when I bought this thing. Of course two weeks after I bought this one the R2 came out. Such is the life of a tech guy. Get that GPU replaced, that's the issue!
Good luck
Miles
AdrianG001
4 Operator
•
4K Posts
1
November 8th, 2021 02:00
Dunno what to say, but I have similar problem since few months. I repasted my 51m i7-9700 rtx 2070 with thermal grizzly liquid metal, but that doesnt help. I only have high temps on my GPU, easly 86 degree cap and super low on CPU, around 60. Is that a drivers or bios problem? Can anyone confirm this?
A51-06
5 Practitioner
•
3.1K Posts
0
November 10th, 2021 06:00
@baron1282 @AdrianG001 @RobUSA
Hey guys so might I recommend a solution?
I would recommend you do a driver reinstall for the GPU via GeForce Experience and when installing choose the custom installation option and then select the check box that says clean install.
I also wanna point out that you're trying to Run a benchmark or Game at 3440x1440 with high or ultra settings, which can't be done on that GPU since it doesn't have enough VRAM to do it.
Also I think that its a power issue because are you using a 330w with 180w adapter? or just 1 adapter when running these benchmarks.
Thermal issues can be the thing too but you'd have to feel those areas of the laptop like where the alien power button is.
baron1282
5 Posts
1
November 11th, 2021 17:00
"I also wanna point out that you're trying to Run a benchmark or Game at 3440x1440 with high or ultra settings, which can't be done on that GPU since it doesn't have enough VRAM to do it." 5 Rhenium
This can't be further from the truth. Once my GPU has been replaced, I have had no issue playing my games on full ultra quality and at the resolution of 3440x1440. A 2070 has enough VRAM. the 2070 and 2080 both have 8gigs of DDR6 VRAM. As for the power supply issue, I don't think that would be an issue as Dell sales the laptops with the proper power supplies for each card that one customizes the laptop with. I guess a mix up could have happened.
I also did a clean install of my drivers plus a BIOS update from Dell. This did not help whatsoever. The card was overheating and that caused the shutdowns. My card was replaced with a new 2070 and the problem has never happened again. I have been happily gaming on Ultra settings for the vast majority of my games (Minus Ray Tracing on newer games) at full resolution. I can play Battlefield 1 for a few hours without issue now. Microsoft Flight Sim no longer has an issue with full quality graphics and I fly for many hours.
They sale a lot of these laptops. The chances of a few GPUs being faulty are high. So long as Dell fixes the laptop, it shouldn't be an issue. It's frustrating when you get the faulty part, but it happens.
Dell fixed my issue, and I give them credit for it. It just stinks that it takes a few times calling to get to a tech that actually knows what they are doing.
AWX17
2 Intern
•
154 Posts
0
November 12th, 2021 03:00
Don't forget to tag this as "Solved" for the rest of us.
A51-06
5 Practitioner
•
3.1K Posts
0
November 12th, 2021 06:00
Oh yeah sorry about that, its just for me my 1070 with 8Gb of GDDR5 struggles to play a 3440x1440p at High settings for games, and since Both have the same amount of memory I thought It would be the issue too.
Sorry but congrats on the GPU replacement.