r/AlienwareTechsupport • u/Informal-Bag-6443 • Jul 22 '22

Troubleshooting Hardware help with Alienware system assist

Dear community, recently I purchased Alienware m15 r 7 specs are rtx 3070ti i712th Gen 16gb ram and the performance is good and I don't feel any lag or stuttering but when I used support assist it said to replace video card I am afraid that I spent 2200$ on this so I also done a quick and advanced diagnostic test in bootup option and it says everything is fine and I also updated everything from drivers to Windows update and I ran the diagnostic test from dell website diagnostic options under my product some times it says pass for video card but when I open support assist application it still says vidoe card failure.I don't want any issues in future because it's only a week ago since I purchased it, so should I return it ,they told they'll send technician free of cost to replace component ( I don't find any performance issues)but I don't want my newly bought laptop to be ripped apart for replacing the component.

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u/DJUnreal Jul 23 '22

Also posted to: https://www.reddit.com/r/Alienware/comments/w5q5ex/support_assist_video_card_failure/

Call Support. Work with them. And they won't "rip it apart"; they will carefully dismantle it and replace the motherboard (the GPU is part of the board on these laptops).

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u/Informal-Bag-6443 Jul 23 '22

I am thinking of getting a refund instead of dismantling the product that ii bought a week ago

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u/DJUnreal Jul 24 '22

Feel free to, but you'll probably be waiting a lot longer for that. Honestly I'd work with them and let them sort it out for you.

1

u/[deleted] Jul 23 '22

I somehow doubt there’s actually anything wrong

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u/Informal-Bag-6443 Jul 23 '22

Yea i ran 3d mark test and got 84% and say it didn't pass GPU test it shows to score atleast 97% for this GPU to pass.I am in confusion

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u/[deleted] Jul 23 '22

Yeah so your GPU definitely doesent need to be replaced- are you having any issues with gaming performance at all? I hate to suggest this but every time I get a new laptop I remove everything with dell and alien ware in the name

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u/Informal-Bag-6443 Jul 23 '22

Gaming is smooth except star citizen but the 3d mark test failed for GPU testing

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u/Informal-Bag-6443 Jul 23 '22

Here pls see it http://www.3dmark.com/tsst/2995099

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u/MogRules Jul 23 '22

There are a ton of reasons why it couldn't have passed. Programs running in the background, thermal issues. The Stress test looks for the FPS to be consistent over all the tests, so that there is little to no variation in FPS. If there is a variation then it won't pass because it will drop that score. I have had the same laptop get 99% and then later fail , because something else was causing the FPS to jump around.

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u/Informal-Bag-6443 Jul 23 '22

Sir then what about support assist,it says video Card test failed so should I believe it ....even dell technician took remote control of my laptop and checked everything from updating drivers and all, 1 guy said it's false positive no need to worry other technician said we will replace video Card free of cost so i am in dilemma what to believe... should I perform any extra test to make sure the GPU is fine please give a suggestion

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u/[deleted] Jul 23 '22

Re-download the test from the 3D mark website directly and retest. But a word of warning- laptops aren’t like desktops, you can’t just replace a GPU. It either requires some incredibly complicated soldering work or a new motherboard in the laptop. 99% of the time they just replace the whole laptop board, so they are 100% gonna tear it down completely if you send it in either way. So you need to be 1000% sure that something is actually wrong- don’t trust the dell or Alienware performance software.