ALIENWARE M15 R2 / ALIENWARE M17 fails the OS reinstallation with Dell SupportAssist OS recovery

Dell SupportAssist OS Recovery fails to reinstall the operating system on Alienware m15 R2 and m17. The computer may stop responding or stop responding with a black screen before or after completing the POST. This issue occurs if the time and date settings in the BIOS are incorrect.

Figure 1: Dell SupportAssist OS Recovery loading screen.

Affected computers

• Alienware m15 R2
• Alienware m17

Solution

Check and set the correct date and time settings in the BIOS to resolve this issue. After setting the correct date and time, use the Dell SupportAssist OS Recovery to continue reinstalling the operating system.

Figure 2: Incorrect date in BIOS

1. Turn on (or restart) the computer.
2. Tap F2 key to enter the BIOS or System Setup.
3. Use the arrow keys to browse the date and time settings.
4. Check and set the date and time correctly.
5. Use the arrow keys to select the Save and Exit tab.
6. Select Save Changes and Reset and press Enter.
7. Select Yes and press Enter to confirm changes and restart the computer.