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Go to SolutionM17xR3 Shutdown problem.
Hello all,
Hopefully I can find out what is wrong with my Alienware M17xR3 laptop.
Some specs, ATI 6800 2 gig video card, i72820QM CPU @ 2.30 GHz, 8 gig of RAM, Win 7 Ultimate 64 bit.
For no reason the computer will shut itself off. No warning, no BSOD, just off. Under the logs it says 'unexpected shutdown.' The first time was while playing a game, so I figure it is because of overheating. There are black marks on the labels next to the exhaust vents. I have A12 BIOS, and the latest card driver, from 2011 installed. I took out the battery and with compressed air blew through the vents as per the Dell guidelines for cleaning your system. This happens even with a cooling pad working underneath the laptop. I cannot feel air moving through the vents in the back of the laptop so I am thinking the fan(s) have failed or are failing.
Now the shutdowns are happening two or more times a day and just while surfing the internet.
Does anyone have any ideas on what else this might be? I want to try the forums before going to Dell with this issue.
Thanks in advance.
Dell-Rajesh R
6 Operator
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3318 Posts
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Posted January 13th, 2013 22:00
Hi Redman16,
Check if the computer reboots into safe mode with networking
Restart the computer and tap F8 on Dell logo and select safe mode with networking. Check if the computer reboots (Applies to windows 7).
Also, run diagnostics on the computer. Restart the computer by holding the FN and Power button. Let the diagnostics complete.
Awaiting your response!
Yes it will boot into safe mode with networking, although I tapped F8 at the alien head, not the Dell logo, same difference I guess.
Which diagnostics are you talking about? Nothing happened when I pushed FN and Power at the same time except for the laptop turning off. I have run Dell's diagnostics however.
Dell-Rajesh R
6 Operator
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3318 Posts
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Posted January 15th, 2013 03:00
Hi Redman16,
Please let me know, did the computer shut down in safe mode with networking?
Also, run hardware diagnostics on the computer. Follow below steps to run diagnostics on the computer:
- Power off the computer
- hold down the FN and Power button simultaneously and restart the computer.
- Diagnostics would run on the computer.
Let the diagnostics complete.
Awaiting your response!
Alienware-Karen
2 Intern
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433 Posts
1137
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Posted January 15th, 2013 07:00
Hello Redman16,
As you mentioned before the issue can be related to overheating, check this article to verify the temperatures for the GPU and CPU.
For some reason I cannot get the diagnostics to work as you have said Dell-Rajesh R. I have run Dell's diagnostics, but cannot do it your way. Whenever I try, the computer just boots up normally.
Alienware Karen, I have done all of those things including using CPUID, but for some reason my fan speeds never come up. Everything else shows up but not that.
Any other ideas?
Alienware-L_Por
842 Posts
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Posted January 19th, 2013 17:00
To run the system diagnostics all you need to do is to press F12 several times while the PC is booting. Then select diagnostics from that menu.
Took a little time because it shut itself off shortly after that post.
Ok, thanks for that. Ran the diagnostics and everything came back with green check marks. One odd thing, when testing the two fans both went into high speed. This does not happen before it shuts itself off. The fans never go to high speed when the unit gets hot.
Do I need to remove the bottom panel at this point or do I go to Dell's Customer Service?
Alienware-Karen
2 Intern
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433 Posts
1232
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Posted January 22nd, 2013 08:00
Redman16
Another thing you can try is testing the system either with battery or ac adapter only to try to recreated the issue.
Redman16
11 Posts
1762
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Posted February 11th, 2013 16:00
Alienware-Karen did you receive my information on this issue yet? I haven't heard back from you.