2 Posts
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1375
m17 R3, Screen and Keyboard Issues
Recently I have been having two issues with my laptop (one as recently as today):
- Screen darkens on right side and then flickers back to full brightness a while later; a while could be from 30 seconds to an hour
- Laptop keyboard stopped working completely, have to use an external USB keyboard to type this. The mouse pad works and AlienFX applied the last setting I had to the keyboard, but now AlienFX / Command Center does not recognize the keyboard at all
My laptop is under warranty for another 8 months or so as I just got it back in November. Is this a warranty issue? As it sure seems like one. Not super impressed at the moment due to the amount it cost and it is also my main work PC.
DELL-Chris M
Community Manager
Community Manager
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55.5K Posts
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September 27th, 2021 05:00
Update = A DELL-Cares agent setup a service to replace the LCD and keyboard.
ZenicaPA
1 Rookie
1 Rookie
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112 Posts
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March 15th, 2021 11:00
Seems like a warrantable hardware issue but don't be surprised if when you contact DELL support, you're asked to go full thermonuclear by restoring the drive back to factory. I'd make a backup now, before you contact them.
If you have onsite, it will be the quickest path to a solution. If not, mailing it in is your only repair option.
crimsom
7 Technologist
7 Technologist
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6.1K Posts
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March 15th, 2021 18:00
Hi @Gotejjeken welcome to this user to user discussion forum. This is not Dell Support.
From the information provided the Dell Warranty repair did not go well. The m17 R3 has been returned, cables are not fully inserted into their sockets, and now there is a screen problem.
At splash screen hold down the F12 key to enter the boot menu and run the (ePSA) diagnostics. It is appropriate to run all the tests, except for the full memory test. When ePSA tests are complete, click in the bottom RH corner to review the full test results. The cable test should report that some cables are not connected, but does it?
Look for the print ePSA results icon and save to pdf, so that this evidence can be attached to the fault ticket that puts the earlier Dell warranty repair into context.
When system boots, run the LCD Built-in Self-Test (BIST). You will need an external video to capture this evidence in addition to the screen problems already mentioned.
Remind Dell that they are responsible for the quality of the Warranty repair.