m15 R4, video stuttering/pausing

Hi @yuncor13 welcome to this user to user discussion forum. This is not Dell Support.

Please ensure that the Dell SupportAssist application has been installed. Open and check that it is the most recent version, if not, watch as it installs and confirms it has the most recent version. This will ensure that the current ePSA hardware Diagnostics is installed. Open Task Manager and wait for CPU to return to your usual low value. Then Restart (not shut Down). 

When splash screen appears, press and hold down the F12 key, when boot menu appears select Diagnostics and press Enter to run. When hardware Diagnostic tests have completed, click on icon in bottom RH corner of window, to open the ePSA test results window, and remember to save a copy. 

Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you. 

I did everything you said. I had one BIOS update with support assist which i installed successfully. After that I followed your steps and correctly ran DIAGNOSTICS. All the tests passed and there were no errors in the event log, everything was approved (it was a thorough scan). Still experiencing the pauses sometimes and delays... 

Hi @yuncor13  thank you for sharing update.

You asked "Is this a hardware problem?" and the hardware SupportAssist ePSA Diagnostics tests all passed. However, you have also installed a BIOS update using SupportAssist, which was not recommended because SupportAssist does not use the official BIOS update process. 

You are still experiencing video pauses sometimes and delays... is this a software problem? 

Please run the Windows 10 Check Disk to look for and fix any file problems on the OS(C:) drive. Please update the Intel CPU video driver by using Intel Driver & Support Assistant. Please update the GPU video drivers by using NVIDIA Driver Downloads. 

Please share an update on progress, so that other users derive benefit from your experience. Thank you. 

I followed all the steps, the disk check came back normal and i used the software you mentioned to update everything. What i've come to realize is that the stuttering/freezing/delays only happen when the laptop is running on battery power, when I plug in the charger everything runs perfectly. Any ideas? 

Hi @yuncor13  thank you for sharing update. When you say video stuttering/freezing/delays only happens when the m15 R4 laptop is just on battery power, it seems that a new replacement battery is the fix.

This is strange because the modern m15 R4 laptop should have produced many warnings that battery replacement is required. Please create a Windows 10 Battery Report to determine if the battery can hold its charge or is at End of Life. 

Hi @yuncor13  Dell Support for Alienware m15 R4 Battery does not include main battery Dell part number within its support documentation. Would it be possible for you to share this information. Guess that Dell main battery is OEM Type 69KF2, Please look at the stick-on white label for Dell P/N. Thank you. 

Dell 86 Wh Main Battery Type 69KF2

Dell warranty only covers the battery for the first 12 months, thereafter the Dell warranty does not cover the main battery in the US. Other locations may have different warranty conditions, e.g. the EU mandates the warranty is valid for two years. 

Please share an update on progress, so that other users derive benefit from your experience. Thank you. 

Sorry for the late reply, i actually did more testing, Maybe it is the battery. I went into Device Manager and under Batteries tab I disabled Microsoft ACPI - Compliant method control battery and then all the freezes/stutters stopped when running on battery power. The battery icon on the bottom right does disappear but that stopped all my issues. (I tried leaving Microsoft AC Adapter under batteries enabled and it worked like that too). 

Tests were normal, battery holds its charge for roughly 2-2.5 hrs.

Hi @yuncor13  thank you for sharing update. Your investigation within Device Manager sounds promising. Does the Windows 10 Reliability Monitor say there is a battery driver problem? 

Hi @yuncor13  thank you for sharing update. What did the Windows 10 Battery Report say about battery holding its charge or at End of Life status? 

No surprisingly it does not!

Hey I know this is late but im having the same issues I have encouted tones of stutters and its pretty annoying Im wondering If there is any fix like the one you fixed im wondering if you can help me thanks.

I have exactly the same problem. Anyone got a suggestion?

GoMedicare.com

Hi @Ronaldd12 welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support. 

Please install the BatteryInfoView utility to determine Battery Health. BatteryInfoView - View battery information on laptops / netbooks (nirsoft.net) Following image is the battery information that it provides for my laptop.

Please share your battery health. Thanks. (Hint: key combination shift + windows + s provides jpg image)