m17 R2, gray box on screen (sometimes)

Question

Hello all! I recently purchased an Alienware m17 R2 laptop and enjoy it greatly. I've come across one potential issue, though. Sometimes when playing a game, I'll notice a ~3'x3' gray box on my screen. It's usually on the top left, but I noticed in on the center of the screen today while playing Far Cry 5. I then booted up another game out of Steam, and that same box with the same size was still there, but in the top left this time. It's not there on the desktop or when using an internet browser for sure. If I try to take a screenshot, the box doesn't appear in the screenshot. I've tried disabling and re-enabling the eye tracking software that's built-in, but as of now, I don't think it's related. Not ruling it out entirely, though. I opened the Alienware Command Center and turned off AlienFX and the Diagnostic Report features, then booted up the game again and it was gone. Could absolutely be a coincidence, but I'll update later if I end up seeing more information that ties it to the issue. Additionally, I've only been able to find one other person with the same issue so far, https://www.dell.com/community/Alienware-General-Read-Only/Gray-box-in-upper-left-corner-of-screen/td-p/5586408 I couldn't reply, but saw a mod asked him to try to hook it to another monitor. I will do that if the problem happens again and report back here, but I don't think it's a monitor or hardware problem. Again, it only happens over video games (probably other full screen software too I'd guess) and not at all anytime else like browsers, regular software, windows files, etc. Here's a picture I took with my phone where you can lightly see the box during a video game I play. Remember, if I take a screenshot of any sort the box doesn't appear. Also, if I ALT+F4 the video game (happens to multiple games, Steam Battlenet, others) the box disappears instantly while the game starts to shutdown. Basically my question is has anyone else seen this? Do you agree I don't have to worry too much since it's probably just some software overlay issue and not a hardware problem? Any potential fixes and/or suggestions? I'd be happy to hear them, that's all! If there's any other information I could post or things to try, please let me know. Hope everyone has a wonderful day and thank you all in advance!

DELL-Cares · Answer

We tried reaching you on a private message but did not receive a response. Please feel free to write back whenever you are available.

SancZero · Answer

I apologize for the delay, I responded to the support message via private message. Thank you.

SancZero · Answer

I ran into the same problem again today, hooking it to a monitor doesn't show the gray box on there. Additionally it doesn't seem to be the Alienware Command Center stuff that I disabled, as it happened with it off. I'll continue to investigate I suppose lol.

r72019 · Answer

@SancZero grey box Yea, I'm pretty sure that means your Geforce experience app is not working properly.  The grey box should be a pop up message with text.  Try uninstalling it

Esau814 · Answer

Have you found a fix? I'm currently experiencing the same on my m17 r2 as well. It's driving me insane. Tried everything with geoforce experience to no avail.

Esau814 · Answer

Can you reach out to me as well? I'm have this EXACT issue on the same laptop. M17 r2. Only while playing games.

SancZero · Answer

Still no fix. Dell told me it was a software related issue. I agree, but I think it’s something Dell needs to admit is on their end and fix.

Clearly it’s only affecting these specific laptops and I’d like if they could figure it out. I’ve tried using the task manager to close things out, no luck yet figuring out what it is.

SancZero · Answer

Hey man, could you do me a favor?

I rarely got this issue and usually a restart would fix it. Just now while playing, i saw the darn box and did a restart. Didn't work this time.

So I uninstalled Tobii eye tracker while in game and as far as I can tell, the box is gone!

Could you try uninstalling Tobii eye tracker the next time you get that box in game and see if it goes away? If so, that's almost certainly the case. I don't think end tasking will work, only a full uninstall.

Morpheus1010 · Answer

Hi,  Got the same issue with an m15 r2 rtx 2070. Did you find out what the issue is?  Thanks

Morpheus1010 · Answer

did a bit more digging and am 99.9% sure it is the Tobii eyetracking.

As soon as I end the Tobii.eyeX.interaction process during full screen game play, the box disappears.

Can you please confirm this issue Dell?

Alienware

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