3 Posts
0
726
January 8th, 2023 14:00
m15 R7, SupportAssist on startup and random crashing
I sent in my Alienware to remote assist for them to fix an issue of my laptop not turning on. After I got it back from them it takes 10 minutes for my computer to start up and always says "diagnosing your pc" or "analyzing". SupportAssist is always popping up and I have no idea how to get it to go away? Also, my computer will always black screen randomly and go to the Alienware loading screen and say "please wait" about every 10 minutes. I have no idea what to do? I've contacted support over 15 times and nothing has worked. I've downloaded new BIOS, new operating system, everything.
No Events found!
crimsom
9 Technologist
•
6.1K Posts
1
January 8th, 2023 15:00
Hi @Garboo welcome to this free user-to-user Alienware laptop discussion forum.
It is Dell policy to provide a replacement laptop after more than three attempts to fix same fault. Please click on @DELL-Cares and send Private Message requesting assistance. Please click on Contact Technical Support and request online session to fix software problems and/or instigate replacement parts and their installation.
Support for Alienware m15 R7 AMD includes run Full Test to thoroughly analyse your PC and detect hardware problems. This will take about 40 minutes. Then run Check Disk to find and automatically fix any window file corruption. How to Use the Chkdsk Command in Windows (lifewire.com)
Please share photographs of screenshots as evidence that these problems have not been fixed.
Please run windows Reliability Monitor and wait for creation of event timeline. How to use Windows Reliability Monitor to identify software issues | Dell US. Use windows Snip to share image as evidence that problems have not been fixed. How to Use Snip and Sketch in Windows 10 (lifewire.com)
Garboo
3 Posts
0
January 8th, 2023 18:00
who would I message regarding a replacement computer?
Garboo
3 Posts
1
January 8th, 2023 18:00
No errors on all tests so Ill just hope for the best and try to get a new replacement computer.
crimsom
9 Technologist
•
6.1K Posts
0
January 8th, 2023 23:00
Hi @Garboo thank you for sharing update.
If less than 30 days old, there is option to Reject and request a new replacement system or full refund. Dell Refund policy, New vs Refurbished - Dell Community. As soon as possible, book your Reject request, visit your online Dell account to create Support Request to 'officially' request Reject option.
If more than 30 days old, the Basic or purchased Premium Dell warranty will fix software and replace damaged parts. Please use Contact Technical Support and @DELL-Cares.