Strange problem with AW15 with Nvidia 965m

Here's the situation: Got the new model from Amazon equipped with the 965m a couple weeks ago. Generally, laptop has been solid. However, two issues have come up.

1. Noticed throttling periodically even when plugged in. I've seen the discussion about getting the 240w AC adapter. But, I've also seen that you have to have the 980m model before Dell will help you. Any chance that they might offer this to 965m owners also?
2. Bigger issue. Four times over the last two weeks, I have had the laptop go to a black screen after booting up (and once on initial bootup). Forcing system to power off and restarting brings it back with little problem. However, the last time it caused disk repair to engage.

Here are my attempts to fix. First of all, replaced standard drive with Samsung 850 SSD to try and make system snappier. I've also adjusted the power options to make sure that "max performance" for the GPU is enabled in the Power Options in the event that there is some lack of juice that is causing the black screen crash.

I'm within my return time through Amazon...just debating if I should bail or continue troubleshooting this. Any and all thoughts appreciated. Thanks.

 

If you think the system is throttling because of the power adapter, call Dell and request the 240 watt.

Just because you bought the laptop through a retailer does not mean you lose out on the benefits of owning a Dell product, the customer service and such still very much applies to you as well.

 

The throttling is a minor issue compared to the black screen crashes. Guess what it comes down to is I'm curious if anyone else encountered that problem and had any results changing power settings. If I keep the laptop, will definitely see if Dell will be willing to send me a better AC adapter. Right now, just trying to determine if I should just return to Amazon and start over...yet again.

Thanks for the time and input.

 

If there is throttling going on, it's most likely not a wattage problem. The GTX 965m consumes less power than the 970m, which doesn't need the 240w PSU.
Something tells me there's something else going on. I wonder flash each BIOS version (A00, 02, 03) and test with each BIOS. As well, reinstall both Intel and Nvidia GPU drivers. Use DDU to uninstall the drivers. Here is the uninstall and install order you should follow for GPU drivers.
(Uninstall) NV -> Intel -> (Install) Intel -> Nvidia
Use the latest Dell Nvidia driver. Choose either Intel's own GPU driver for their iGPU or Dell's iGPU driver.

 

Good point on the wattage issue. I wasn't aware of how many watts the 965 was pulling but if the 970 doesn't need the heftier PSU, then the 965 obviously doesn't either. I've already updated to the A03 bios and no change. Have also rolled multiple Nvidia drivers but no change. Only reason I was suspecting power problem was due to black screen crash perhaps indicating I was losing video due to that.

Thanks also for your time. Much appreciated!

 

Do you think it could be a problem caused by a bad thermal paste job?

It is not uncommon for a computer manufacture to install the CPU/GPU and apply to much paste which can cause the problem you are having.

With thermal paste, it always better to think less is more. The more paste applied, the more that paste acts like an isolation and creates an issue with heat. If I were you, I would check and re-paste. It will not void your warrenty and could be that simple and if you have never done anything like that, check out a video online and it is very easy. Just take your time. If the original paste looks like it is just gooped on, that may be the problem. This goes for the CPU and GPU. I have seen some pretty horrible pasting jobs in my time from manufactures, could be the problem.

 

I appreciate the thought. I'm a certified tech and have dealt with cooling issues before but not willing to do a teardown on a machine that is within the return window...which is what I decided to do since I can just recoup my purchase price and do something else.

Thanks to all for their input and time though. As always, much appreciated.

 

It does seem like a heat issue probably caused by the thermal paste. I'd recommend you to re-paste it, but if you decide to send it back that's also OK.

If you need any help from tech support, feel free to contact me directly.

 

Yes, laptop returned to Amazon. Thanks for the input and time though!

 

No problem. We're here to help!