x17 R1, screen refresh locked to 60Hz

a 4th replacement??  wow.....

Hi @Marty0041 !

I hope I can help you with this issue you are having today.

"I cannot get the screen to refresh at 360hz.  It does not give the option to change the refresh rate to 360hz.  I have gone into the bios and disabled the hybrid display ( optimus ), so it is running on the dedicated graphics card.  I have reinstalled the graphics drivers 3 times now, twice with the newest one available and now downgraded to the one on dells site. It only gives me 60hz as an option in the drop-down menus."

I highly recommend running these commands as an admin on the command prompt to fix any windows issues:

sfc /scannow

chkdsk /r

chkdsk /f

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I would also recommend installing these drivers to fix the issue:

NVIDIA GeForce RTX 3050 Ti/3060/3070/3080 Graphics Driver | Driver Details | Dell US

Intel UHD/Iris Xe Graphics Driver | Driver Details | Dell US

Intel Serial IO Driver | Driver Details | Dell US

Intel Management Engine Controller Driver | Driver Details | Dell US

I also recommend installing the GeForce Experience application from NVIDIA and installing the latest Game Ready driver with the Custom Installation button and checking the clean install graphics card driver box when installing it.

Let me know if any issues happen so I can help.

Hi there,

I gave the commands  " sfc /scannow,chkdsk /r,chkdsk /f" and they didn't come up with anything.  I had a reloaded the video card drivers previously ( did the clean install check box on all 3 tries ) with no avail and had a tech login today and he did it as well ( he also used a DDU to remove the old driver before reinstalling it clean ).  As for the other 3 driver they went on with no changes after. 

HI @Marty0041 !

This would definitely be an issue with the Netflix app for windows. is it Windows 10 or 11?

Hi @Alienware Area-51 ALX 2006 

im running windows 11, fresh install ( 1day old ).  Haven’t installed anything yet, other then windows and Alienware updates.  Does Netflix come preloaded?

Hi @Marty0041 !

Sorry my bad, I meant that for another person's thread.

This issue may be caused by windows 11. Windows 10 has all the support and all the drivers made for your laptop unlike 11 which was made recently and still doesn't have everything driver wise for support.

Sorry about the mistake!

Hi @Alienware Area-51 ALX 2006 

I’m going to wipe the computer and start fresh.  Not going to update to 11 this time and see if there is a change.  The computer has nothing on it so I’m not going to lose anything but a bit time or I might save some.

A tech was supposed to contact me today but failed to do so, so that’s why I’m going this route before calling them again.

Hi all,

I want to thank everyone for their help and effort.  In the end it wasn’t a driver issue or a windows issue but a hardware issue.  We went as far as reloading the system to a fresh windows 10 and the issue didn’t go away.  On to my 4th replacement, fingers crossed.

 The tech that logged in today ( Leonardo ), and also the tech yesterday (Adrian ), determined this was extremely help and want to give them both a kudos on here.  

thank you everyone for your time and help

Hi @Marty0041 !

Thanks for replying and I'm sorry about the Windows 11 issue.

I have my fingers crossed it works properly again and I am ready to help out if you need me.

Hi @Marty0041!

Sorry I couldn't help but hopefully the screen you receive is 360hz.