New M18x out of box won't load up.

Brand new M18x just arrived today with the 2960XM CPU, dual 2GB Nvidia GTX 580M SLI, 16GB ram, 2x 500GB Solid State Hybrid hard drives in raid0 setup and I turn it on, enter my computer name, date/time, connect to my wireless network then black screen and just stays there.

I turned the system off and started it up again to see the entire screen covered in white blocks and dots everywhere until it gets to where the desktop should load and the screen goes all black again and stays like that. I retry in safe mode and everything loads and looks fine so I restart and back to the same problem with the white dots and blocks everywhere and a black screen just before the desktop should be loading up. Their isn't even sound meaning the desktop isn't loading that something is blocking the desktop from loading up. Since I see all those white dots and crap I assume my vid cards are faulty right out of the box?

Anyone able to help or should I be calling Dell and sending this back? This just ruined my damn day.

 

Call Dell. We could troubleshoot and you could be trying different things all afternoon... point is, you have a NEW system which is completely covered by the 21-day return period. CALL DELL ASAP. Do not accept a tech service call, get it REPLACED with a new order today.

 

I would recommend one thing before dealing all day long with Dell because it is an all day affair. You said that it will boot in safe mode correct? Well it sounds like the video card drivers and having an issue. Try downloading and installing the latest video card drivers. Another way to see if it is the video cards is to use safe mode and once to the desktop switch to the integrated graphics. If this works then you know where the problem is. Hope this helps and don't get discouraged just yet!

 

Well, could McAfee cause issues because I tried one last time and it went a bit further into starting McAfee registration then messed up again so in safe mode I uninstalled McAfee and now it's loading the desktop on normal mode. I'm really confused though because McAfee wouldn't cause those graphical errors on boot because it hung my system on loadup? I'm gonna update the drivers though for the vid card too just waiting for them to finish downloading.

 

A new computer is like a new puppy, Its probably gona pee on the floor and do stuff you dont like. It needs to be loved and trained and it will treat you right.

 

See, it's stuff like this that makes me worry about Alienware. I hear more about problems with Alienware than with ANY other manufacturer... I want the best, but not if this is something I might have to worry about.

 

I use the free antivirus from Microsoft. Its been working great for me for a few years now. I did have one incident, but I highly doubt anything could have caught it.

 

i recommend calling customer support, just tell them the laptop is not working right out of the box. your with the 21 day return period so don't call tech support. you will either get a choice of a replacement or refund.

 

Sounds like a lemon, time to send it back.

Sent from my GT-N7000 using Tapatalk

 

That's because your average laptop owner does not expect the same results from their laptop as any Alienware user does, trust me they all have issues, they just don't know it nor care....

The average M18x owner is probably as educated on their Laptop as the average Ferrari owner is of his car.

 

actually not only alienware, but that makes all laptop brands in general, remember that if you order it and take it out of the box, there is always full of surprises, in the OP's case maybe the most unluckiest basis that booting up alone then there are issues already.

unless you order directly to a seller let's say in an outlet from a mall or shop, then no hassle, but ordering online, is honestly a general gamble. there is always a risk, but then there is always a way if the product will be good as vegetable. its not always a happy ending when ordering online.

imo when receiving a laptop, upon proper booting and configurations, you might try to open it and visually check for damages/loose connections, so in day 1 you are already aware if the build inside is in good condition, you don't really have to be a techie, why my m18x arrived, i called one of my tech friends to inspect and its llike 10 seconds and he pointed me to the parts that needs to be inspected or visual things i need to keep an eye of. when all are good then close it. boot it up again, clean install with all the software i need, install games and stock bench run so i can see the working temps.

2 weeks now, so far so good.

 

Lol...

Anyway OP, you spent a ton of money on this machine, get it replaced. Like someone else said, do not accept tech service.

 

Ok so after working on the machine for a little while now it has had literally no issues at all since removing McAfee. Could McAfee really have been behind the white dots on screen after rebooting when not seeing the desktop show up? The system upon another attempt had shown McAfee popup the registration window then blacked out, the next attempt it showed again but this time upon cancelling that, it went to my desktop so I immediately uninstaled McAfee at that point and it's been fine since.

I've updated a few drivers that had updates available, removed a couple other pieces of pre-installed software I don't need or want and updated the bios to A05 (A04 was default on this system) and it's fine now. As a precaution I did open up the bottom panel and made sure the hard drives were connected properly and same with the ram.

Should I still call and get it replaced or give it a day or 2 and see if everything is resolved as it seems to be?

 

I dont see how McAfee could account for the video issue you saw. Definitely monitor and see if it returns - If it happens again, call immediately.

 

Ya doesn't make sense to me that it would cause that kind of problem but it's kind of weird everything has been great since it's removal lol. Maybe the video driver update ended up fixing the white dots and McAfee was the culprit behind the desktop not loading?

Anyway, I'm gonna keep an eye on the system for the next couple days and see what happens and go from there.

 

I remember turning on a brand new G5 Mac back in the day and getting the same visual fireworks the OP got. Ended up needing a new video card and that was it.

Try the video drivers and if nothing else goes wrong and there are no other performance issues I wouldn't bother playing the Dell phone game.

 

Down the line you are going to see a video card failure. Sounds like the ram is going to go on one of those cards and then you will be stuck in Dell Hell waiting 1+ months for a 580M. I'd just return and and re-order to be on the safe side.

 

Ya I'm affraid of that but I had really wanted to have this system when I go on my Xmas leave in 2 weeks and go home and relax. I'm sure even if I send it back tomorrow even, that it's not gonna be any less than 1 month before I see a replacement anyway right? So 1 month now, or 1 month in a month from now what's the diff?

Like I mentioned, I'll see how it goes in the next couple days, maybe by end of the week and if problems show up again I'm just going to return the system and get my money back and go elsewhere because it seems these systems are not the quality I expected and that the price would suggest. I'll see though what happens in a few days.

 

Ok just finally got a hold of a buddy of mine and his first thought was that maybe McAfee blocked the vid driver or something related to the video card once I had mentioned no issues since uninstalling it. Does this make sense to anyone else? Sort of sounds right since after uninstalling McAfee I've had no issues.

 

Makes sense bud, McAfee is more of a virus than an Anti-Virus, quite ironic....

 

LOL. I haven't ever used McAfee due to hearing so much bad about it but I didn't have the option to not include it on the system. I know the American site allows it but in Canada we are forced to pick at least the 30-day trial pre-installed. I hate that.

 

Install mcafee and see if the problem occurs.

 

Didn't even have to try that. I started up my laptop today and as I went to check my email the screen froze and saw the whole screen covered in multi-coloured dots and squares so definitely not McAfee blocking drivers since I had maybe hoped that was all it was. Seems to be when the system is cold it's doing this which could explain why eventually it started working last night.

I'm going to contact Dell later today and get a refund and take my business elsewhere. 2 laptops both with problems on different configurations is just BS and unacceptable, especially for the cost of these systems. I'm done with Dell for good.

I have had 4 Toshiba laptops 2 of which are Qosmio X-series laptops and never had issues and they even work today and one is 2 yrs old, the other is 4 yrs old and the Satellite series I have one still I gave to my dad and that's 6 yrs old or so and works fine too but a ridiculously overpriced Alienware and 2 are defective out of the box. That's retarded!

 

Trust me... almost the same thing happened to me too, just return it and save yourself the hassle.

 

I agree with Qumars... Sounds like you need to call Alienware Support to get your new system fixed, exchanged or return it for a refund to re-order another.

As a word of caution, if this is a newly purchased system (not an exchange) don't use up your 21-day return/refund option chasing a fix for the problem.

 

Good choice. Sorry to hear that you had so many problems

 

As the others have said, if you are in return period...just do it.

 

Yes, it was a newly purchased system. I took your advice and just sent it back this morning for a full refund instead of "chasing a fix" as you put it.

Instead of ordering a new one though once it's returned I'm taking my business elsewhere. Alienware seems to be pretty unreliable and poor quality for the ridiculous prices they ask and now the exact same system if I were to re-order would cost me $300 more so that's just not worth it, especially for all the troubles I've gone through (2 systems, 2 returned within the return period due to defects) they would have to give me a pretty considerable discount now to come back.

Anyone know anything about the Origin Eon17? I'm looking at that one now (seems to be getting good reviews minus the weight and using 2 power bars lol) and spending the extra in a few months when I save up the difference.

 

Origin is way overpriced. They are selling rebadged Clevos at massive markups. Go with another Clevo reseller. Malibal or XoticPC will sell you the same computer for about $400 less.

 

Thanks for the tip. I'll check those out.

 

Told ya it would happen again. Good move with the refund, AW quality needs significant improvement right now. Although community interaction with Dell is nice regarding throttling, cold boot flaws etc. it should not be necessary in the first place. These things should be properly tested during design, beta testing and while they are being built. It is a premium product and therefore should be built and designed like one. Imagine if your Acura or Lexus rolled out with so many defects, they would be crucified.

 

Back in the day Dell used to quality test every unit they built. Now it seems like as long as something happens when they press the power button, it's good to go.

 

I too remember when the Alienware use to cost starting $4,000. Lol

 

Yeah, quality testing would totally double unit cost.

 

It still costs significantly more than the average consumer notebook so that's no excuse. Times have changed and manufacturing costs have come way down. Select community beta testers + onsite QC at the factory will improve AW's notebooks by a huge margin.

 

... And the cost (and 'collateral damages') of returning systems, changing parts once and again..., in-site servicing, etc. etc. etc.... Is by far more expensive than a Total Quality Testing...