x17 R2, screen turns black randomly!

Question

So quick history here... I'm a very techy guy so i consider myself pretty advanced with troubleshooting and typically figuring things out on my own, rarely do i post in forums but after spending over $5000 USD on this laptop i really dont want to turn it in for a refund... so here is my issue.. When i first ordered the laptop, it took a while to come in, almost 2 months, i live in Florida and this thing came from China, long wait but it was worth it.  As soon as i got the laptop, during Windows setup the screen just went black, keyboard lights stayed on but the screen went black.  Then it came back on, about 4-6 seconds it was out, weird but i just ignored, then it started happening more and more, to the point where i really couldn't use the machine because it constantly did that, luckily i was only a week into owning the machine and i talked to DELL and they agreed to send me a replacement.  Waited almost a month for the replacement but it finally came in and that's what I'm typing on now.   Ever since i pulled this one out of the box about 5 days ago its been perfect, not a single issue, i really dont do much gaming, more work and coding so I'm typically just in Windows doing low intensity tasks, which should not be an issue because this machine should be able to handle what I'm doing by 10 fold if not more. Today i sat at my computer and the screen and keyboard turned off, almost felt like it shut down, stayed off for about 20 seconds and i was at a lock screen, then it did it again...  i can't believe i have 2 laptops that are having the same graphics card issue (i have the 3080ti with UHD screen).  I rebooted the machine after the second black screen and it hasn't done it again.  I dont feel like i should have to hook this computer up to a monitor, take it apart etc... it either works or its broke is how i look at it.  I tried talking to DELL support last time which was a nightmare, seemed like the support folks were in India and everything was done via email, they basically spent 2 days with me going back and forth only to have me try to update the BIOS but it was a BIOS i was already using. Anyways, if this one keeps doing this then I'm done, going to return this one for my money back and by a new MacBook which i dont want to do, i absolutely love this laptop while its working correctly (which it should work correctly always for this type of $$). Anyone else have a similar issue/fix?

orlando1973 · Accepted Answer

This has NOTHING to do with BIOS, its fully updated, as is every other driver on the computer, this computer is garbage, and so is the replacement they sent me, ZERO QUALITY CONTROL, will never waste my money or TIME on a Alienware product again.  Not sure how many people out there are buying $5000 laptops but im one of them, my money and business is now with Razer.

crimsom · Answer

Hi @orlando1973 welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support.

If BIOS update corrupt, installing same BIOS version again should fix the corrupt BIOS. Alienware x15/x17 R2 System BIOS v1.6.0 | Driver Details | Dell US Please pay special attention to Installation instructions to download the BIOS file to your Alienware x17 R2 and please verify the checksum value, to ensure the integrity of your download. Never try to install BIOS file over the internet (SupportAssist or Alienware Update). Only then should BIOS file installation be attempted. Hopefully, you have already installed the BIOS file (again) to see if this fix works.

If this did not fix problem, and HDMI connection to external monitor or TV, has same random black screen, Please reseat Memory RAM cards. Removing the memory module and Installing the memory module Please clean the electrical contacts with dry lint free cloth (no water, no solvents). Remove any PCIe dust or debris on main board, that post-manufacture may have left behind, using can of dry air, etc.

Please run windows Reliability Monitor to see if black screen fault is being reported and root cause declared. How to use Windows Reliability Monitor to identify software issues | Dell US

It is prudent to book your Reject request within first 30 days just in case the as delivered fault cannot be fixed. Dell warranty, returns, compensation policies - Dell Community Accept Dell Technical Support request for online session to use their diagnostic applications, and hopefully fix this problem.

zahdab · Answer

Same thing happened been using the laptop for a couple of months and now on a travel trip i got a random bsod while away and came back to find the laptop in windows recovery options so i restart and it started happening a black sceen every 10 seconds ... i switched optimus off and it dissapeared but as i needed to rely on battery power it wasnt a proper solution ... whe i switched optimus back on the problem came back ... i few tries later i switched optimus offf restarted the pc and switched it back on and now it seems to work ... hope they fix it with some driver updates ... did you end uo returning yours ?

orlando1973 · Answer

Sadly they sent a replacement unit, it worked fine for about a month, then out of nowhere i was typing a email and got a BSOD, then rebooted, all drivers up to date, wasted another 2 weeks with useless overseas tech support that TAKES FOREVER to respond it seems.  This replacement computer started doing the same exact things again, i have already sent it back and requested a full refund, almost 5K and 3 months wasted!  Got a Razer Blade 15 advanced edition with almost all the same specs, a tad smaller in size but fully loaded, was a little over 4K, have not had a single problem with it at all.  The only thing i miss with the Alienware is the cherry keyboard, i like that SO much, i will miss that.  I will never buy another Alienware computer again, they have ZERO quality control.  To have a total of 2 units that have problems like this is ridiculous, not to mention how much of a PAIN it was to actually get a return label and finally a label for a refund!  Never again.  So much time wasted!

A51-06 · Answer

Hi @orlando1973 ! I PM'd you about help.

crimsom · Answer

Hi @orlando1973  did you have opportunity when screen goes black, to check if there is still a very faint image when viewed at an angle in a dark room? Shining a torch at angle to screen is other option. If very faint image on screen, the backlight has failed and new screen assembly is the fix. The factory could have had a bad batch of screens delivered that passed in-factory testing.

orlando1973 · Answer

when screen would go black, the keyboard would also go black, almost like the unit was losing full power briefly, nothing was on the screen at all, many times it would do this it would be totally dark, the machine was totally dead briefly, then would just come back to life to a lock screen, odd for sure, but happened numerous times on two machines (original and replacement)... always plugged in, never doing anything crazy other than web surf/email... BUT i was always typing when it would happen if that helps...

A51-06 · Answer

Hi @orlando1973 , You did mention that you returned the unit again and are getting another replacement right? Because I think you mentioned that you don't currently have it on you.

crimsom · Answer

Hi @orlando1973 thank you for sharing update. From your description it seems the power supply unit on the system board has a rail fault that intermittently dropped its voltage. The fix would be to replace the unreliable system board. You were right to Reject the problematic Alienware x17 R2 (new and replacement).

Sunnat · Answer

I'm also never buy Alienware

Sunnat · Answer

I have the same problem, has anyone fixed it

Sunnat · Answer

when I'm open from boot menu bios this moment also became a black screen, maybe this hardware parts issue'

Sunnat · Answer

maybe this hardware parts issue

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