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July 15th, 2023 05:00
x17 R2, overheating, possible solutions?
Alienware x17 R2
Hello to everyone.
I've read a lot of post regarding overheating issue. I don't mean to complain. I just want to know the possible solutions.
Since I bought it on April 2022, the CPU temperatures went over 100°C. Some of the core went in throttling.
I contacted support one year ago, they told me to run bios test but this one didn't reveal any problem. i don't know, maybe the bios test does not stress cpu enough?
Fact is, after some months of use I've seen a loss on performance, I've run tests like 3D Mark and CineBench.
3DMark doing 3700/4000 points (like a 2060 Mobile)
CineBench doing 3100 points multi core and 800 pts single core
So i contacted support again. Run bios test. This time overheating appear. Then QR code. Then they sent support to me and they changed fans, motherboard and thermal paste. Now performance are up like at the beginning.
3DMark doing 11200 points
CineBench multicore 14080 points now
But as I look at temperatures with HWI, still over 100°C and still thermal throttling =
I've always used a cooling pad. So in your experience. What solution I have? I need to contact support every x months to change motherboard, thermal paste fans and so on? Is there a chance for a different solution like a substitution with a device with similar performance?
thanks
crimsom
7 Technologist
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6.1K Posts
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July 15th, 2023 07:00
Hi @Kyuubi Arcanis welcome to this free user-to-user Alienware laptop discussion forum.
Thank you for providing a good opening post with image. Intel says that their processors should always be less than 100ºC maximum, so that Intel processors are not damaged. Having changed fans, motherboard and thermal paste, the original CPU Intel Core i9-2900HK performance has been reinstated. Hopefully, this thermal issue has been permanently fixed so that system now behaves as advertised.
It is Dell policy that if same faults occurs on three separate occasions, the system will be replaced with same or higher specification. However, your existing Dell warranty is applied in the interim.
Kyuubi Arcanis
2 Posts
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July 15th, 2023 07:00
Thanks for your answer crimson.
Unfortunately the screenshot i've uploaded is after the components change. Always using cooling pad.
Yet the CPU is over 100C sometimes and throttling..
I'll keep in check tempereature and performance.
crimsom
7 Technologist
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6.1K Posts
0
July 15th, 2023 08:00
Hi @Kyuubi Arcanis thank you for sharing update and that thermal throttling issue has not been fixed.
Not sure how Dell Senior tier might respond to no temporary/permanent fix. These remedial Dell activities are usually privately addressed, not available in public posts.
You should Sign In to your online Dell account and update the existing Service Request to Reject this repair. In response to 100% Dell Quality Assurance of their nominated external contractor and Dell New/Refurbished replacement parts, the user is responsible to inform Dell Support that Service Request has failed.
Please click on @DELL-Cares and send Private Message requesting assistance.