Aurora R16, new, every game crashes

<Profanity is never needed nor allowed on our Forum. DELL-Admin>

Is half baked help the standard of Dell? Each and every agent I talked to didnt really say what they were doing. Looks like some neighbours kid that just jumps in the very expensive PC, and just tries some random stuff to see what helps and what not.

And now this latest agent wants me to give remote access because he wants to know if I get a blue screen or not? Who needs remote access to know if a blue screen appears or not?

And also this: those agents just leave without a word, and the next guy has to figure out what the guy before was doing, or he just jumps in as well without any plan it seems. Or worse, he starts from scratch and wants to repeat the stuff the guy before has been doing for 4 hours in a row. Like my time is not important at all. And i never know if I am still talking to the same guy or if there is a new guy who has no former knowledge. Its impossible to talk to company like this.

This is unacceptable tbh. Dell is making a fool out of itself with this.

@Gutbutton​ I have the strong feeling that the alienware command center has been the issue for me. For some reason it is not dynamicly adjusting its settings anymore. Maybe the one agent that just went away without saying anything in the middle of a remote session and testing, has changed something. I got no clue tbh.

Its a terrible experience with their customer service, but at least the browsers dont crash all the time, and the I can play games again. And no blue screen for 12 hours also..  Now I got this new agent to "help"  me but I am afraid he will break things because he cant tell me what he is going to do next when he gets the remote access. Maybe he just wants remote minutes for his personal score in the call center he works in. My trust in Dell help is below zero at this point.

@Gutbutton​ fyi: starting a youtube also crashed my browser the last day. So I could not watch any video anymore. Pressing start instantly crashed the browser. Sometimes only the tab itself, the other time the browser as a whole closed. 

(now it is working again though, but noone knows why. I hope it keeps on functioning now)

Since when is this stability issue known? I see you are still selling these "topline" PCs even for a mark-up in comparison to the standard configuration. I just checked this on your website.

How on earth is that possible? You are selling willingly and knowningly disfunctional PCs for $4k to customers that put trust into you. And you don't inform the customer about this issues.

And the Fortnite game just crashed again. So the stability issues still persist in my Dell R16.  

ps. The alienware command center is back to change its settings on its own dynamicly, and now also my browser is crashing again.

+ edge crashed 5 times already in few minutes.

back were we started.

I learned from Vanadiel that Dell purchases Intel "Tray" processors in bulk, making them effectively Dell OEM CPU's. So the onus would be on Dell to fix the problem, replace the faulty CPU's. This issue has gone on far too long and there are far too many instances of "every game crashes immediately on my high-end gaming PC". Yet Dell is still unable to identify the source of the problem. Dell is simply bleeding future customers at this point.

The issue with crashing has been acknowledged by Intel: Intel CPU statement

Intel blames it on Motherboard Manufacturers, however: Intel will be publishing a public statement regarding issue status and Intel recommended BIOS setting recommendations targeted for May 2024.

It's a widespread issue affecting both Gen13 and Gen14 Intel CPU's: 13/14 gen crashes with games  

Now as the professor pointed out, these are OEM CPU's and not Retail CPU's. You can read about Intel OEM CPU's here.

Biggest difference is who's responsible for the warranty on them. It will be really interesting because the OEM is responsible for the warranty, but if the CPU has a micro code issue that cannot be remedied by a software update it will be interesting to see how that will be handled between Intel and OEM's.

I would suggest waiting on the official Intel statement that is supposed to be coming out this month regarding these crashes. 

This might end up turning into an interesting situation. Especially since the BIOS of Alienware is known to be very basic and sparse, and they might have to add a whole bunch of settings if it's required to fix these issues.

Good thing I am running an AM4 processor!

@Vanadiel​   be careful . . . homegirl was in here just the other day with a constantly crashing AMD processor. I am still on X299 and have had 'zero' crashes in 5 years. However, I don't play games.

@ProfessorW00d​ AM5 processor. I am using the previous generation AM4.

so here is the fix i have same pc as you guys if you disable speedstep and speedshift games run but we are sacrificing alot of power by shutting this off, i spoke to the techs on the issue and those guys had no amswer for me, if anyone knows how to get this fixed please let me know. I currently am using afterburner and fan control to be able to play, but getting fps drops

So I watched a few vidoes and found i could use ITU to set cores to lower them to 55 once I did that I went back into the bios and enables speedstep and speed shift, still using afterburner and fan control but everything is working great zero crashes,great fps......I hope this helps you guys as well at least until they fix it

@Gutbutton​ once you have ITU open go to advance tuning in bottom left you will see the cores there should be 2 change them to 55. you must enable the speedestep and shift in bios prior to doing this.

@RobertMar​   13th gen is crashing too . . . R15 i9-13900KF constant chashing

GOOD LUCK!!