3 Posts
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737
x17 R1, screen goes black
Hi I got a new alienware x17 R1, i7-11800h, RTX 3080 16GB
The screen goes black when I am playing games. Yesterday I heard a small click sound before the screen went off. The keyboard is on and I hear the fans running. I was playing a very easy game CSGO. I am in Portugal right now. Is there any solution for this problem?
Thanks in advance!
crimsom
6 Professor
6 Professor
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6.1K Posts
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March 15th, 2023 09:00
Hi @KyloRen92 welcome to this free user-to-user Alienware laptop discussion forum.
Please use 4K Ultra HD HDMI cable to connect laptop to TV or external monitor. After small click sound, does external image of screen disappear. If yes, could be motherboard power rail short. Remove Base cover does not invalidate Dell warranty. Is there a smell of burning?
If no smell of burning, please reseat RAM memory module in their slots to ensure good electrical contact. During transit vibration from factory these cards may have become loose.
DELL-Chris M
Community Manager
Community Manager
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54.7K Posts
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March 15th, 2023 05:00
To receive assistance from Dell support, they need to verify the warranty status and ownership. Click the "Get help now" icon on the right to start a live chat session. Provide to them the private Service Tag.
AdrianG001
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4K Posts
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March 16th, 2023 01:00
The main cause of the Dell black screen issue is a bad connection between your graphics drivers and your operating system. Another possible cause is a display adapter driver update issue. You may also run into a Black Screen of Death after system updates or installations, which you may need a reinstallation of Windows.
crimsom
6 Professor
6 Professor
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6.1K Posts
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March 16th, 2023 02:00
Hi @KyloRen92 if Alienware x17 R1 less than 30 days old there is option to Reject system delivered with faults. Dell Refund policy, New vs Refurbished - Dell Community. Please 'book' your Reject option as soon as possible and state your remedy, full refund or new laptop.
Please Contact Technical Support and request online session so that Dell can use their software diagnostics to fix software problems and/or determine that replacement parts are required.
KyloRen92
3 Posts
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March 19th, 2023 14:00
i googled for ways to fix this and it didn't show up for about a week and today it came back while i was playing csgo game.
I just discovered a new condition, when I'm playing the game the screen is still black. But this time I did not try to restart the machine and let it sit for 5 minutes and all of a sudden the screen lit up again at the lock screen and worked normally.
How do you see this situation and can you give me some advice?
crimsom
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6 Professor
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6.1K Posts
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March 19th, 2023 14:00
Hi @KyloRen92 thank you for sharing update.
It seems that GeForce Experience and/or Intel Driver & Support Assistant have provided background updates to get game working. The Game drivers may have been updated if there is a new version.
KyloRen92
3 Posts
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March 19th, 2023 14:00
If I delete GeForce Experience, will the situation improve? Or I try reset win ?
crimsom
6 Professor
6 Professor
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6.1K Posts
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March 19th, 2023 14:00
Hi @KyloRen92 if everything working, there is no requirement to change anything.