Unsolved
This post is more than 5 years old
2 Posts
1
24649
March 6th, 2014 11:00
Alienware MX17 R4 Sound card problems and support problems
I am soooo angry!! My Alienware has the known problem with the sound card not being recognised and I have downloaded the latest Bios and the latest Audio driver as advised. My system was purchased in the UK but I am currently in Florida where I spend the winters. I have tried everything to get someone to come out and solve my issues, so far I have been talked through International change of ownership (although they never successfully carried out the transfer), everytime I call I am advised that this is the wrong department and I should phone another number, I do and they tell me another number etc. Can anyone advise how Dell actually carries out support!! and how to fix my problem.
Jim Coates
4 Operator
•
13.6K Posts
1
March 6th, 2014 11:00
Hello. If you are confident that you have diagnosed the problem and need hardware replaced, the only thing I can tell you is to post on the Customer Care board. I don't know if they can help you but that is the board for warranty questions.
30yearexpert
459 Posts
1
March 6th, 2014 11:00
Hello FERNDELL,
I think I can solve your problem untill Dell can patch the driver for your system, and it's cheap.
USB External Digital Sound Audio Adapter
zlos
1 Message
0
March 20th, 2014 14:00
Same here, my Mx17 R4 just lost sound card drivers completely. It does not work with internal speakers neither the headphones. The only way is to use USB speakers.
What I did:
- Updated BIOS to A12
- Reinstalled audio drivers
Nothing happened. So, followed instructions to:
- shut down the system
- remove power & baterry
- keep the power button for 15 seconds
- assembly laptop
- switch on
No sound still.
Dell knows the problem over 20 months already. Nothing happened. I am seriously considering skipping the R5 series and go to the competition.
Dear Dell, your support sucks.
Jim Coates
4 Operator
•
13.6K Posts
0
March 20th, 2014 15:00
The solution to the known problem was not just to update BIOS and re-install audio driver. It was to do those steps first, then contact tech support to schedule a hardware repair, presumably to replace the motherboard because the audio hardware fails intermittently on some units of the affected models.
The original poster's problem was that he was in a different country from where he bought the laptop and was getting the run-around when trying to get the repair done. Dell has an e-mail address to get the issue fixed but it is only for US and Canadian customers. It is not clear if the solution only applies to units that are still under warranty or if there is any post-warranty help.