x17 R2, freezing when idle

Hi @Mononofu welcome to this free user to user Alienware laptop discussion forum. 

Was the Alienware x17 R2 recently purchased with a Dell warranty? Has it always had this Issue? Are there any diagnostic lights during POST (Power On Self Test)? 

Please open Alienware x17 R2 Diagnostics and run the Full Test to thoroughly analyse your system and detect hardware problems. 

Recreate the problem. Please run windows Reliability Monitor and wait for it to create event timeline. Is there a recent event that says the system is waiting for something to complete? How to use Windows Reliability Monitor to identify software issues | Dell US 

Hi crimsom,

Yes - recently purchased this year. Issue started about a month ago. I do have the Dell Premium Service. There are no lights during POST.

I've run the full test and it shows everything is fine. I've also run the reliability monitor and all it shows is that AWCC crashed, but the times don't line up to when the laptop freezes (I know this because the time freezes as well so it's easy to identify when the laptop froze)

These are all great suggestions, but unfortunately, I've tried them all already.

As you're knowledgeable, would you recommend a reinstall of Windows or to contact Dell Support?

Thank you for your time.

Hi @Mononofu thank you for sharing update. 

User's hardware and software tests have been undertaken, and these tests say everything is good. However, these tests do not test everything. 

Please try Drain residual flea power (perform hard reset) to reset BIOS settings. Disconnect battery, there is no requirement to remove battery. 

Please visit your online Dell account to create Service Request so that Dell Support 'officially' knows that there is a problem to fix. Include the information in your opening post, so that dedicated support is deployed. Dell Technical Support should then request an online diagnostic session. Agree, so that they can use their diagnostic tools to fix software and/or find hardware problems. 

If windows reinstall is recommended by Dell Technical Support, get them to undertake this activity so that the Alienware version of windows is reinstated, and your personal files are not deleted. Your disaster recovery plan should include clone (copy) of the OS(C:) boot drive so that your standby (C:) drive can be swapped in without having to register all the applications. The Macrium Software | Reflect Free Edition is sufficient for cloning standby (C:) drive. 

Please click on @DELL-Cares and send them Private Message requesting assistance. Thank you.  

I have the same issue, from nowhere system hangs completely frozen...x17r2 with latest w11 and BIOS updates, I'll return the unit and get my money back.

Uninstalled w11 build 755, apparently stable now with build 674, still monitoring.

Nothing works, still getting random crashes every time, x17 r2 is broken, I'll ask for refund.

I've done all of these things only to have the "level 3 white glove" engineers break the last system so thoroughly that they had to replace it with the one I am using currently and it has the EXACT same issues.  this model is just garbage.  I also have premium support.  I've also done 2 reinstalls with dell supervising because that is the default for when they can't actually make a system work. 

My laptop id Alienware 15R4 running on W10 professional. Since of late the same issue as cited by others in this thread has raised it's ugly head. Only a forced start would work and it is annoying. This will be honestly my one and only Alienware laptop.

It's a shame.

vas

For those who are freezing, did you do the Windows 11 upgrade? My X17 R2 was working perfectly fine. When I did the Windows 11 upgrade, the laptop now freezes at various times. Interestingly enough, most of them happen when refreshing a web page in Edge. At first I had set my performance mode to Balanced, and I was locking up about 3 times a day. I changed it to Performance, and I lock up generally only once a day now. Performance mode fires the fan more, so I am guessing that under Windows 11, something is allowing too aggressive an overclock or not firing the fans enough. 

I bought my computer at the end of 2022 and  I have been experiencing the same problem   I called tech support and they  worked with me  but still not fix it. I  also find my webrowser will freeze from time to time,   this is the first Alienware  machine I ever bought and  was hyped at  first .  the machine  cost me   round 4 k CAD  dollars  ,  I wish  it  would not freeze ,  this might be the last time  I  purchase Alienware