Screen Freeze

Question

Hi All, Alienware r2 screen freeze issue, Running Windows 10 When not connected to an external monitor the screen goes black, hard reset is the only option.When connected to an external monitor the laptop screen goes black but the external doesn't, though the system has frozen and a hard reset is still necessary. A factory reset has been performed and i've reinstalled a number of legitimately aquired applications (SQL, Hyper-V, Visual Studio, Office etc) - nothing out of the ordinary, illegal or illegitimately obtained. When this happens not only is absolutely nothing is logged to Event Viewer but it would seem that nothing is logged for hours prior to the freeze, for example I've been working happily for a number of hours and the last event log entries were from after the point at which i had to do a hard reset. The dell support assist passes all checks and the system was not under any load what so ever, i was working in a few remote desktop sessions at the time but that's it. There appears to be no commonality as to when this happens, its very random and intermittent. I cant think of anyway to troubleshoot further, the lack of anything being thrown to event logs is indicative of perhaps a power failure or something but that isn't supported by the external monitor remaining visible which is more indicative of a display driver issue. All drivers are up to date, Intel HD  530 Grapics are on version 20.19.15.4531 NVIDIA GeForce GTX 980M are on 21.21.13.7270 I've attached my DxDiag export to help with hardware identification. Suggestions welcome! Thanks, D

Alienware - Rodrigo · Answer

Hi,  Send me your Service Tag in a private message so we can look into this (to send a PM, go to your inbox and select the 'Send Message' option, then look for my username).

Locked Topics – Alienware General

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