If you have tried all those software troubleshooting ideas, including trying it with different drivers to no avail... then I suggest with confidence that it's a hardware issue.
First things first, connect up to an external monitor if you can and see if the problem is still there. If it is then the video card is likely buggered.. if its not then it may be the flex cable (display connector).
If this is the case (external monitor works), check that the flex cable is correctly and firmly seated. To do this, pry up the panel that houses the power button and activity lights above your keyboard... there is a gap to for a screwdriver or whatever for this purpose on the left of the panel. Slowly and carefull pry it up from left to right. Lift it up and put out the connector on the right hand side that attaches it to the motherboard. OK, now you should see the flex cable snaking down from the display to your graphics card. Put the tab out of the graphics card, then put it back in making sure its in firm and tight. Reverse the steps for prying up the panel, clicking it back in from right to left.. Now try and see if probelm persists.
If it does persist (it probably will), in either case then there is likely a hardware fault with either the flex cable or the video card, I would suggest the video card. Call up tech support again and tell them all the software and hardware troubleshooting you have gone through thus far, and get them to send out a new video card.
Thanks a lot Sakor1. I appreciate your suggestions but unfortunately, I don't feel that comfortable opening up the laptop. In case I have to return the laptop, I wouldn't want to void the warranty. Also, I don't have a monitor around to plug it into. I'm kind of on business travel so I don't have my own monitor to test. I might have to end up calling Dell after all. I was trying so hard not to hehe... I didn't want to deal with the wait on the phone to finally speak with one of the "less than knowledgeable" techs. :)
Well, ok then... even without those tests I am satisfied that it is an issue with the graphics card. Call up Dell and see if they can send a replacement (and if you arn't confident, a tech to install it), which should hopefully fix the problem. You are under warrenty, so it should be free.
Yes, you should get on the phone with them. It's definitely a bad batch of video card. I tested the laptop with an external LCD monitor at work and it still gives the same problem. Read my updates if you want the details.
After spending almost an hour on the phone to three seperate tech support staff, I am less than impressed by Dell's Service.
When I explained the problem to the first Tech Staff member, he tried to tell me the problem was due to the fact that the 8600 and the ATI 128 Pro Turbo was not intended to be used for games, and therefore it was not compatible with the games I was trying... Ahem, I said, then why does the Dell Website specifically state that the 8600 is ideal for games....
He took some convincing but after emphasising the laptop was only 24 hours old, he finally agreed that I needed a replacement card. He quoted the model number for a new NVIDIA 128 Mb card for the 8600 and told me to ring parts and supplies.
I did that, and she (2nd Tech Support Staff) advised me that the ATI 9600 Pro is now an obsolete graphics card and that the new NVIDIA was going to cost me >$400..!!
I told her the laptop was 24 hours old.. she then referred me back to tech support to arrange a technician to come out with a replacement.
I rang the 3rd one... he told me the ATI9600 pro turbo is still a current card and re explaining the entire problem, he also tried to tell me that the card is not compatible with games.... GRRRR!!!
The final result is that it was all too hard for him and he had to speak to his supervisor and call me back....
... 3 hours later I am still waiting for the call.
Not impressed at all!!!
If it is not fixed in the next few days the laptop goes back for a refund!
Don't worry, just about every one of us on this board have had experience with Dell tech support, so we understand how frustrating it can be. Good luck with the new card, and let us know!
The Dell tech came in and replaced my video card and now it works beautifully. I'll have to make sure again tonight. But I have had no freezing for the 10 min he was here while Counter-Strike was running. After he left, I just tried Prince of Persia and it hasn't frozen at all.
Rob, when calling the tech, don't emphasize that you are playing games, you should just say any graphics intensive applications... among which some are games. Also, make sure to tell them that your desktop gets blurry which is NOT normal, whether you are playing games or not. Also, when I called in, my tech gave me his email and I sent him the url to this forum post. He read it and did some troubleshooting. Don't try to convince them that they are wrong, just show them that their logic is not applicable to your case.
Anyways, I'm excited. I'm gonna see tonight if it stays stable but as of right now.... everything looks good :D
sakor1
2.2K Posts
0
February 29th, 2004 00:00
If you have tried all those software troubleshooting ideas, including trying it with different drivers to no avail... then I suggest with confidence that it's a hardware issue.
First things first, connect up to an external monitor if you can and see if the problem is still there. If it is then the video card is likely buggered.. if its not then it may be the flex cable (display connector).
If this is the case (external monitor works), check that the flex cable is correctly and firmly seated. To do this, pry up the panel that houses the power button and activity lights above your keyboard... there is a gap to for a screwdriver or whatever for this purpose on the left of the panel. Slowly and carefull pry it up from left to right. Lift it up and put out the connector on the right hand side that attaches it to the motherboard. OK, now you should see the flex cable snaking down from the display to your graphics card. Put the tab out of the graphics card, then put it back in making sure its in firm and tight. Reverse the steps for prying up the panel, clicking it back in from right to left.. Now try and see if probelm persists.
If it does persist (it probably will), in either case then there is likely a hardware fault with either the flex cable or the video card, I would suggest the video card. Call up tech support again and tell them all the software and hardware troubleshooting you have gone through thus far, and get them to send out a new video card.
stu
Message Edited by sakor1 on 02-29-2004 12:24 PM
ITotem
7 Posts
0
February 29th, 2004 02:00
sakor1
2.2K Posts
0
February 29th, 2004 03:00
Well, ok then... even without those tests I am satisfied that it is an issue with the graphics card. Call up Dell and see if they can send a replacement (and if you arn't confident, a tech to install it), which should hopefully fix the problem. You are under warrenty, so it should be free.
stu
Rob2160
20 Posts
0
March 1st, 2004 12:00
Hi,
I just today received my I8600 with 128 Mb ATI Pro Turbo video card. I have exactly the same problem as you.
I won't repeat the details because you described perfectly everything that mine is doing, even this screen shot
http://www.virgin-slayer.com/totem/desktop.jpg could be taken from my 8600.
I happens when I play any game or I run the 3d 2003 benchmark software. The only thing that fixes it is a reboot.
Obviously Dell has a bad batch of video cards coming through. I will be on the phone to them tomorrow.
Rob
ITotem
7 Posts
0
March 1st, 2004 17:00
Yes, you should get on the phone with them. It's definitely a bad batch of video card. I tested the laptop with an external LCD monitor at work and it still gives the same problem. Read my updates if you want the details.
Rob2160
20 Posts
0
March 2nd, 2004 01:00
Ok, here is an update....
After spending almost an hour on the phone to three seperate tech support staff, I am less than impressed by Dell's Service.
When I explained the problem to the first Tech Staff member, he tried to tell me the problem was due to the fact that the 8600 and the ATI 128 Pro Turbo was not intended to be used for games, and therefore it was not compatible with the games I was trying... Ahem, I said, then why does the Dell Website specifically state that the 8600 is ideal for games....
He took some convincing but after emphasising the laptop was only 24 hours old, he finally agreed that I needed a replacement card. He quoted the model number for a new NVIDIA 128 Mb card for the 8600 and told me to ring parts and supplies.
I did that, and she (2nd Tech Support Staff) advised me that the ATI 9600 Pro is now an obsolete graphics card and that the new NVIDIA was going to cost me >$400..!!
I told her the laptop was 24 hours old.. she then referred me back to tech support to arrange a technician to come out with a replacement.
I rang the 3rd one... he told me the ATI9600 pro turbo is still a current card and re explaining the entire problem, he also tried to tell me that the card is not compatible with games.... GRRRR!!!
The final result is that it was all too hard for him and he had to speak to his supervisor and call me back....
... 3 hours later I am still waiting for the call.
Not impressed at all!!!
If it is not fixed in the next few days the laptop goes back for a refund!
Beware, anyone buying this configuration.....
I8600
ATI 9600 128m Mobility Pro turbo.
sakor1
2.2K Posts
0
March 2nd, 2004 06:00
Don't worry, just about every one of us on this board have had experience with Dell tech support, so we understand how frustrating it can be. Good luck with the new card, and let us know!
stu
Rob2160
20 Posts
0
March 2nd, 2004 06:00
Dell called me back and have arranged a tech to install a replacement card tomorrow, I will let you know how it goes
Sorry about my earlier rant, I was just frustrated after spending so much time on the phone to their tech support.
Rob
ITotem
7 Posts
0
March 2nd, 2004 16:00
The Dell tech came in and replaced my video card and now it works beautifully. I'll have to make sure again tonight. But I have had no freezing for the 10 min he was here while Counter-Strike was running. After he left, I just tried Prince of Persia and it hasn't frozen at all.
Rob, when calling the tech, don't emphasize that you are playing games, you should just say any graphics intensive applications... among which some are games. Also, make sure to tell them that your desktop gets blurry which is NOT normal, whether you are playing games or not. Also, when I called in, my tech gave me his email and I sent him the url to this forum post. He read it and did some troubleshooting. Don't try to convince them that they are wrong, just show them that their logic is not applicable to your case.
Anyways, I'm excited. I'm gonna see tonight if it stays stable but as of right now.... everything looks good :D