Need Help! Computer Freezing

Discussion in 'Alienware 17 and M17x' started by Passingby, Jun 5, 2017.

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  1. Passingby

    Passingby Newbie

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    So far, this is the second time I've had a problem with my laptop. (It's an Alienware 17 R4, I'm not super geeky so I don't know everything about it, but if you need more info I'll try.) First I'd like to start off that I bought my computer off the official Dell site as a refurbished product. It was still expensive, and although I tried to get a year warranty on it, the website didn't like cooperating. Nonetheless:

    The first issue I had with the laptop was it wouldn't shut down. I would close the lid, click the 'shut down' button in the Start menu, etc, and it wouldn't completely shut down. The fan would still run, along with all the lights. It's better now, I only mention it because I'm unsure if this new problem is related.

    The issue I'm having now is an entire computer freeze up. If I'm watching a video (it's happened twice while streaming Netflix) the audio playing will replay the same sound into an obnoxious buzzing sound, the picture will freeze, and I won't be able to do anything on screen. "Esc", Ctrl/Alt/Delete, nothing works. I'm forced to manually shutdown the laptop via the alien logo button, and hold it until everything turns off. If I'm not playing an audio (which has also happened) the screen will just freeze. Mouse unresponsive, screen unresponsive, etc.

    I've looked through a few posts and have ran multiple hardware and video card tests off the official Dell Support website, and each test came up with a check mark, implying the tests were successful and found no issues. These freezes have happened at least four times in the past week.

    Other information: I recently updated Windows 10, within the past couple weeks. Could it be an issue with that? I also have the McAfee program installed on my computer, but could it be a virus?

    It's really frustrating to spend 1.5k on a laptop and still have issues. Any and all help will be greatly appreciated. Thanks.
     
  2. MickyD1234

    MickyD1234 Notebook Prophet

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    Hi, In my experience when you get a sudden lock with audio buzzing something has failed hardware wise. Usually the GPU. It could be failing due to sudden overheating or simply failing due to age?

    Now, to test this: Use Heaven 4 benchmark and watch the temps. Anything under around 72c is OK. You should leave it running for around 15 mins if possible. This will remove core GPU temp as an issue, as long as it does still lockup.

    Next. Does it work fine on the iGPU? If your machine has a 120hz panel then there is no test other than replacing the card. If it's a 60hz panel then you can remove the NV GPU complete with heatsink (so no need to separate it). Very simple when you do it and only seven screws from start to finish. If you start the machine now and carry out the same tests without a problem then it's a good bet the GPU is beginning to fail :(.

    Look in device manager to see what video cards show. If only the NV then you have the 120hz panel...

    Good luck.
     
  3. Passingby

    Passingby Newbie

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    Okay, so, I downloaded and ran Heaven Benchmark. (Which, mind you, is a gorgeous platform. I know it was just a simulator/test thing but wow.)
    This is what I got when running with Ultra Quality for around 20-25 minutes:

    GeForce GTX 1050 Ti
    Graphics 1657 MHZ
    Memory 3504 MHz
    Temp range from 45-56, highest being 58.

    I also looked in Device Manager under Display adapters and got these two:
    Intel (R) HD Graphics 630
    NVIDIA GeForce GTX 1050 Ti

    The computer was purchased in I want to say February/March of this year. I don't believe it's over heating, and I hope it's not failing due to 'old age', as while I purchased it not too long ago, I will repeat, it was refurbished. The computer also Only makes any sort of weird audio when audio is already playing, and it's just the same note attempting to play. I was hoping there'd be a simpler solution than screwing things off my computer and taking off - do you have other possible ideas? I apologize if anything I say here sounds dumb - as stated before, I'm not the most tech-savvy out when it comes to fixing computers.:(
     
  4. MickyD1234

    MickyD1234 Notebook Prophet

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    Sorry man, wrong thread, I thought you had the M17x R4. The title is a little confusing.

    I can't really advise any fix except to say that it's very probably hardware. I believe your GPU is soldered so a new MB would be my guess.

    Have you tried a windows reset? Always worth it before spending cash.

    The joys of BGA machines.
     
  5. Papusan

    Papusan JOKEBOOKs Sucks! Dont waste your $$$ on FILTHY

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    You said you have checked Gpu temp. What with Cpu temp? Check also PCH temp. Use HWiNFO64 for temp monitoring.
     
  6. rjtnag

    rjtnag Notebook Evangelist

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    I had this similar issue too. What i experienced was the last 0.1-0.5s of any audio which was playing would get stuck in a loop and system would instant freeze, no mouse/keyboard response. Only option was to hold power button and force shutdown.
    The problem with my laptop was cpu overheating
    A simple procedure of opening the bottom lid and compressed air in the vents(from inside to outside) solved the issue for me.
     
  7. Passingby

    Passingby Newbie

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    Got that program too. Very techy stuff, but I figured it out. Core temps are all ranging around 35/36, and PCH is ranging about 37 I believe.

    Screenshot (the link) included in case that's more help.

    https://tinyurl.com/MyCpuTemps
     
    Last edited: Jun 6, 2017
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