AW 17 R3 draining battery while gaming (plugged in)

I am having one in a series of problems with my Alienware 17 r3 (6820HK (not overclocked), Geforce 980m, 2 ssd's and 1tb hdd).

At first I had Dell's system recovery flash drive erase my data drive (when it should have been resetting my windows system which came factory-installed on a 256gb SSD), then the Dell-supplied SSD died (despite being within Samsung's warranty period, but because the laptop is out of warranty, neither Dell nor Samsung felt willing to help - not great).

Now the problem concerns what I presume to be the battery or PSU.

When playing games - particularly those that are quite performance hungry (Fallout 4, Dishonored 2, etc), I sometimes (not all the time as yet) get a low battery warning after about 1 hour or so of gaming, despite the laptop being plugged in. It appears that the games are draining the battery which, as I understand it should point to there being insufficient power from the PSU.

I also keep having a weird lag or stutter that happens every few seconds (just briefly each time) in all sorts of games from GTA V to Fallout 4, Dishonored 2, Quantum Break, etc. which I am sure was not there when I bought the laptop. I have tried without fail to actually find a solution. Now I wonder if this problem with the battery/PSU could actually be the cause (or not).

Anyway, I have a 240w PSU that the laptop came with (though weirdly, once a couple of weeks ago it showed up as only 180w when a warning popped up just after the initial boot screen - went into BIOS and it was listed there as 180W (or 190 - can't remember). I plugged it out and then back in again and voila - it was 240W again.

I am hoping it is not failing as that is not going to be cheap (bearing in mind I just had to buy a new SSD).

The power settings are set to High Performance and the Desktop Charging mode is enabled (so the battery does not always charge).

Does anybody have any ideas?

 

pop open the bottom panel (dont fully unscrew the 2 screws, jsut loosen them enough until you can pop the panel off, if you try to fully remove the screws you will ruin the threads). After that check the DC-in cable next to the battery cable. Check it fo rburn marks. If you got burn mark make sure you contact the Dell/Alienware team.

 

Will they do anything given that the laptop is out of warranty? I have a sneeking suspicion that when I did a ram upgrade a few weeks ago (another desperate attempt to stop the stutter) I may have noticed something similar to that. But I will need to double check just to be sure. If such marks are there, what does it mean?

 

Well email them anyways, it is a design flaw/bad batch of cables. To be honest they told me in the past it was a combination of things, old bios version, express charging and a bad cable.
This is an example photo from another user.

https://www.google.nl/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&ved=0ahUKEwjvqP-IqdjYAhURpKQKHcG2DIkQjBwIBA&url=http://i.imgur.com/BWrrveh.jpg&psig=AOvVaw1kRiv77G0rPMIONIIija3o&ust=1516049051217664

 

Well, you are right. Unfortunately. I have attached a picture. Is this just going to be a fault with the cable or is that socket on the motherboard going to be damaged as well? I will try my best with Dell, but I can already see them saying "sorry but its out of warranty".

 

I have a new "old stock" type situation... I just bought a 17R3 with a 6700hq, GTX980m, 16gb ram, etc... Is this a known issue on these laptops???

I have a few weeks I can still return it in. Is there any way to know if you got the bad cable? (ie, range of serial numbers, number on the cable, etc???)

Or is it too much of a risk and should I just send it back and look for another laptop?

 

On what bios are you currently and do you have express charging disabled.

Contact the guys from Alienware anyway. It needs to be fixed.

If you remove the cable you can check if the socket looks okay or not. In my case I did not need a motherboard replacement.

 

I’m running the latest BIOS that was available on Dell’s website - 1.3.12.

Also I think express charging is disabled.

I will try to pull the cable out tonight to see what’s going on. I’m hoping the MB is ok as that will be an expensive fix if I have to pay for it.

I don’t suppose anybody knows an easy way to get hold of Alienware/Dell in the UK? Seems really difficult to find an email address for them.

 

If your motherboard is okay you also can buy a new cable yourseld if you cant find a solution with the customer support.

But strange that you still have these issues on the latest bios. I wonder if desktop charge has anything to do with this.

 

I disabled Desktop mode charge because it destroys batteries.

 

Not looking good some corrosion in the bottom of the socket.

I have raised it with Alienware Tech Support on Twitter but given the out of warranty bit I’m not sure what they’ll come back with. Let’s see.

 

I have a Alienware 17 r3 with i7 6700hq and 970m 180W PSU. Bios 1.3.6. No issues at all as of the moment. Rinneh is right dell should do something about this as component is burning. Wish you the best of luck. You can also try messaging them on there facebook. Hope they will help you.
@Vasudev Why desktop mode battery charge kills your battery? I have been using it since without any problems. My battery wear level was initially 3% but when I did a deep cycle once in my laptop's life span my wear level increased and is now 8%.. should have not discharge my battery..

 

Thanks 0lok. Let’s hope they’ll provide some support. I did try their Facebook but didn’t get anywhere - their line was that I should contact the out of warranty phone line (which is only open during my working hours so not great).

I kind of hope enough people have reported it that Dell/AW know it’s an issue (and let’s face it - it’s a fire hazard and clearly it’s not of satisfactory quality but it’s getting that accepted that’s the issue).

Not sure whether the person on Twitter is in the UK or US but I’ve sent them a few pictures so they know what the problem is.

Update: the rep on Twitter has advised that they will relay the pictures and info to see what can be done. At least it’s not a “no”.

 

Try deep discharging couple of times and the battery meter will be stuck at 60% and refuses to charge, out of the blue battery dies out.
Happened to me and battery died when there was 20 days of warranty left.

 

If they refuse to fix up this mess although your warranti is out... Post up all posts - info you can find of this flaw. Tell them this is a dangerous flaws they never have fixed. And that you will post it in a proper place to get help to force Dell to fix their own dangerous flaws. None should accept a NO on repair of such types flaws although warranti is expired.

 

wasnt it there just to preserve battery longevity? how is it ruining batteries? wanna know more about this.

 

Could you give me the part number written on the label of your cable?

I have a cable here from 2016, the first one that had burn marks in my case, part number AAP10, After that I received KNFGN, but recently it started slightly with this one as well since I started using desktop mode. I ordered a new one just to be sure and the number on that one is T8DK8

The T8DK8 looks different than the other 2, the cables coming out of the motherboard plug are angled and not coming straight out, also the cable itself looks more tidy. Not sure if this an actual new model of the cable or actually an older one.

A Dell technician will come this week but I am complaining at th emoment with tech support since I want to have a definite solution. Since my warranty will run out in 1 month. Mine started becoming bad 2 weeks ago while I was in Japan, came back past weekend and dealing with them this week.

As you can see I caught it early. It looks darker in real, but for now the worst is the cable itself.

 

Simplo battery has a memory effect issue with desktop mode charge. My battery was used almost daily and wear level was 10%. Suddenly it shut off while on battery and refused to boot up the laptop. I did a power reset and all was working. Then I started noticing 60% and not charging. I drained it couple of times and on third time, I get battery failed, replace it message upon starting the PC.
I was lucky to have gotten free replacement due to warranty.

 

I’ll try and have a look when I get home - I can’t see it very well on the photos I took.

 

Hmm when I get a new unit i will refrain from using it.

 

Newer units don't have it at all.
Battery has lower charging voltage 11.4V to give longer life.

 

Thats good to hear. I will switch to a new model soon I think.

 

Better to choose a Clevo with Prema BIOS. Rather than build quality I need software support which patches vulnerabilities and exploits ASAP. Otherwise, expensive laptops aren't worth anything.

 

Nah I hate the build quality of Clevo, they also dont look good and bad warranty when the hardware is actually failing. The technicians can screw up a machine at AW but often they also fully replace it.

Now I am thinking of the AW13R3 Oled version. Expensive though.

 

Wait for newer revisions of AWs.

 

Unfortunately I cant, I have to switch at short notice.

 

Ready to jump on the Repaste-repad and pch mod service? Or will you use Dell technicians or do it yourself?

Edit. I forgot to ask. Why the hurry?

 

I will probably get a refund and i cannot be without a laptop because of my profession. I can repad it etc myself but i dont wanna do that directly. But my biggest worry is short term batteru wear. So i dont want to deal with battery drain under load.

Also the aw13 is easy to bring with me off site. Downside is that it os more expensive because i need to upgrade the ssds to at least 1.5tb total.

 

Yeah, ssd's today have an awful price(greed). You need bigger M.2 ssd's due less slots or no 2.5" (I mean it's 2x M.2)? Really no need for NVMe ssd's (costy)

 

Yeah only 2 M2 slots. I was thinking of using my 1 year old crucial 512 and buy a MX300 Crucial with 3D nand for 277 euro, 1TB.

THe lack of a 2.5inch slot is indeed a but of a downside. It woudl cost in total with a 100 euro dsicount about 2277 euro. For 13inch Oled, 1060GTX, 7700HQ with 16GB ram. Similar storage and ram specced AW15 would cost with a 1070 about 1900 euro.

 

Is it some sort of compulsion put forward by your company to obliterate old hardware even though its working fine.

Battery wear level is huge on current line-ups, you might wanna get AW from HIdevolution or Aero 15x or even F5 tornado aka MSI 16L-1080.

Crucial's are great. For 2700Euros get a Clevo laptop.

 

I really really think CLevo's are poorly made, I would never pay more than 1500 euro for a Clevo to be honest. I take my laptop everyday from home to the office and also often to foreign countries with me. That in combination with in house support makes me choose Alienware.

The reason why I have to switch is because I can receive a refund. So during that return window I have to order a new laptop. From what I saw they upgraded the batteries, but no clue if the wear still creeps up too soon with these. Only saw 1 post regaridng this on the AW13, so I might get that one.

WIth GIgabyte I had much worse experiences. So I will not buy from them again. Even though on paper the Aero 15 looks good. The only brands I would consider are Alienware, EVGA, I do like the ROG zephyrus but I have no clue if they are durable and they are expensive as hell too. I would build a desktop, if I didnt have to move with my stuff so much. So now Alienware is pretty much my only option. If I have a problem while in Japan, i can get support, if in NL, still can get in house support the day after. All other brands only offer return shipment support and that takes weeks.

 

I can only suggest 15 r3 w/ 7820HK and GTX 1070, rest can be upgraded to ur choice.

 

I’ve just had a look and the cable is T8DK8.

As yet I haven’t heard anymore from AW. Not sure really, whether to ask for an update (in case they’ve forgotten) or wait.

 

Keep trying, preferably by mail or telephone

Same cable version as mine current.

 

Well, I have had a response, but I need not have held my breath I think:-

"we reviewed the pictures with our engineering department. And thankfully there's nothing to worry about. Those parts affected are not inflammable. If the computer is still not working we still recommend sending the computer to our repair centre."​

I have responded and asked if, given it is likely a faulty cable or design flaw, they would be prepared to repair free of charge. I am doubtful, of course, but let's see what comes back.

 

If it doesn't burn then its no issue at all. I suggest you get the cable from ebay or ask dell to send the part via payment. They will respond faster and ship it to you next day.

 

Its not the cable that worries me - there is corrosion inside the socket itself - presumably something from the cable (be it metal or plastic) has melted into it. It almost looks like rust. I don't really want to fork out for a cable and then find it has made no difference.

 

Most likely you need a new board if there's rust because everything is soldered.
Better ask @Khenglish if he has a solution.

 

That's what I am thinking. I don't know if it is rust as such, but it does have that look about it and seems to be directly linked to the burn. It has actually even burned a little bump into the access plate on the bottom of the laptop (about 6mm at its widest) which is not great. I would love for Dell to just sort it as clearly it is not satisfactory quality (especially considering the price - I have a Dell Studio 17 here which I have had for over 5/6 years if not longer and which works perfectly still and yet this AW which was over £1500 has not lasted even 2 years).

Unfortunately getting a new laptop is just not within my reach (and if I can only game for an hour before the battery is empty even if it is plugged in then that defeats the point of me having it).

I'll have to see what they say. I'll e-mail them separately as well.

 

Never ever game on battery and dell themselves state gaming on battery isn't recommended.
They advertise battery life for web browsing or similar non heavy tasks.

 

I am not purposefully gaming on battery - what is happening is that the laptop is plugged in, but then discharges its battery as I am gaming - presumably because it cannot get enough electricity through the now damaged DC-in cable. That was the reason I started this threat to begin with - I could be gaming for 40 to 50 minutes and all of a sudden get a low battery warning, even though the laptop is plugged in.

 

Have you tried using compressed air on that DC cable plug and its slot?

 

No not yet - haven't got any lying around at the moment. When AW stated they were looking into it, I kind of hoped they would offer to fix it (or at least offer a discount on the cost of fixing it) so I wanted to wait and see what they said first. I am going to try and get a can on my lunch break tomorrow and will see if anything comes out, but I am not sure, looking at it, whether it will.

 

Nope!!

 

Dell tech support guy told me not to game and runtimes will be bad. judal57 said AW battery are crap and Inspiron or thinkpads battery lasts longer than AW.
These new AW battery have lower voltage and must provide more runtime if Battery boost is enabled.
In dell terminology, when someone does web browser or plays some music/video it is equivalent to gaming.

 

Well apparently having a cable burn out on a £1500 laptop is "fair wear and tear" ! How is a product this expensive made so that it does not last longer than a couple of years? I know people who have laptops that are about 10 years old easily and they run perfectly. I think I'll have to see if I can escalate it with them, but this is ridiculous. They could have even offered me a free cable to try.

 

I strongly recommend you wont game on it at the time. I know it sucks, unfortunately thats the state of manufacturing these days (also years back, I saw so many laptops crap out because poor quality hinges got stuck, capacitors got blown etc. Often its not even because of Dell, Asus or whatever brands, its one of the subcontractors not delivering on promised specs and quality.

Anyway, the resistance within that cable is now even higher than it was before which caused the burn/melting process to start, so you are accelerating that process if you stress your laptop more. Also disable any overclocks that you might have.

If needed you can order a cable online for around 12 euro's. Which could fix your laptop. There are more than one cable revision at this time.

No offense to Judal but thats merely an opinion and not a fact. They used in each battery fairly good cells, but the problem is most of us including me are using these laptops as desktop replacements. They are constantly being held at 100% which shortens the lifespan. Cant wait for new battery tech to come out. But regarding gaming laptop batteries it hold out in my case for 2 years, which is pretty decent since my laptop is one 16 hours a day! no joke.

But never game on a battery indeed. too much stress, kills the battery lifespan

 

Thanks Rinneh. I'll see about shooting some compressed air in the socket just in case - not sure if it will help, but still. I have attached a picture of what the socket looks like now. The thing I am concerned about is the funny marks at the bottom of the pins (which looks more obvious in real life than on the photo).

To be honest, I wouldn't really consider gaming on battery as (in my experience of it) you just get stuttering all the time or you have to dial down your settings and then dial them back up when you plug it back in - I can't be bothered with that - too lazy.

 

Beware of simplo battery on 15 r1/r2 they are really bad and gets very hot on light tasks like web browsing, music and stuffs.
After getting Sanyo which has better capacity and build quality. I am able to get max runtime of 11 hrs breaking Dell's advertised rating by 30 mins. If I can put it in flight mode I can get 12-13 hrs w/o battery saver. Mind you, I'm using same tasks on old and new battery.