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Alienware M17 R4 not shutting down - unable to flash BIOS

Hi everyone,

My Alienware 17 R4 refuses to shut down, under any circumstance. When I click shutdown, the screen goes off, but the keyboard remains lit, with the fans running. The only way I can fully shut it down is by holding down the power button for several seconds.

I have formatted the device and reset all bios options with no luck. I understand that this can be fixed with a BIOS update, however to install the BIOS from Windows, the laptop needs to shut down, which does not happen. Holding down the power button to force shut it down cancels the BIOS update.

I have tried running the BIOS update manually through the F12 start menu and selecting the BIOS flash utility - However, whenever I start the flash procedure, the system hangs. I have tried with different BIOS versions in this way with no success.

My current BIOS version is 1.1.9

Any help would be greatly appreciated!

Here are my system specs, let me know if more specs are needed:


System Information
Time of this report: 3/29/2018, 23:12:06
Machine name: DESKTOP-LBHJP2L
Machine Id: {5DDFDAB2-9B66-4450-BC80-5414E159985C}
Operating System: Windows 10 Home 64-bit (10.0, Build 16299) (16299.rs3_release.170928-1534)
Language: English (Regional Setting: English)
System Manufacturer: Alienware
System Model: Alienware 17 R4
BIOS: 1.1.9
Processor: Intel(R) Core(TM) i7-7820HK CPU @ 2.90GHz (8 CPUs), ~2.9GHz
Memory: 32768MB RAM
Available OS Memory: 32638MB RAM
Page File: 3359MB used, 34142MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 144 DPI (150 percent)
System DPI Setting: 144 DPI (150 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
DxDiag Version: 10.00.16299.0015 64bit Unicode


Display Devices
Card name: NVIDIA GeForce GTX 1080
Manufacturer: NVIDIA
Chip type: GeForce GTX 1080
DAC type: Integrated RAMDAC
Device Type: Full Device
Device Key: Enum\PCI\VEN_10DE&DEV_1BE0&SUBSYS_07C21028&REV_A1
Device Problem Code: No Problem
Driver Problem Code: Unknown
Display Memory: 24397 MB
Dedicated Memory: 8079 MB
Shared Memory: 16318 MB
Current Mode: 2560 x 1440 (32 bit) (120Hz)

Sound Devices
Description: Speakers / Headphones (Realtek Audio)
Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0298&SUBSYS_10280778&REV_1001
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.8098 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 21/03/2017 00:00:00, 5702144 bytes
Other Files: 
Driver Provider: Realtek Semiconductor Corp.

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