Brian H. Madsen
Computer says no

DELL XPS M1710 gaming laptop overheating…

September 16th 2008 in 2104, 2533, 6442, 6443

Last night i decided to play a few games of COD4 – which i do for an hour here and there, and suddenly i had a drop in FPS and a few seconds later the whole laptop just closed down.


At first my mind went OMG!!!!! a powerspike or something just as malicious has come through and fried my laptop.


then i settled a bit and had a closer look at the laptop – it was hot, even for the XPS, it was very hot yet it booted almost straight away (2-3 minutes later) and i saw an error message on the screen – it had overheated and closed down as a result.


first i felt a  great deal of relief as this laptop isn’t cheap – but then i became rather annoyed. This is meant to be a gaming laptop and should be equipped well enough to play games.


Now i’m going to chase down support from Dell – first to find out if i’m covered under warranty still and secondly to complain (yes, i do that from time to time, but i love this laptop and i’m rather furious that it should overheat).


Normally overheating is expected when you tamper with the system (or environmental issues, such as very hot areas or if you block the exhaust vents) – such as overclocking your hardware – but this is a stock DELL XPS M1710, with absolutely nada tampering. It should be equipped with enough heatsinks and fans to handle playing a game if the system specifications are up to par with what the game requires – and the XPS M1710 certainly does that.


And here i was, actually considering upgrading to a M1730 in the near future…fat chance at the moment!


So, i am grumpy as hell and am going to raise absolutely hell with DELL Support in the coming days!!


234 comments to...
“DELL XPS M1710 gaming laptop overheating…”

Tiang

Have you checked that fans are all working? Usually I’ll notice my fans will go into overdrive when the laptop heats up too much.

Running compressed air through the vents can also help clear out the dust which reduces cooling abilities.



Brian Madsen

Hey Tiang,

there was absolutely no warning here (which was why i was so surprised)..the fans didn’t go beserk..it just…stopped..very suddenly – only warning i had was that the in-game FPS dropped from around 100 to 55 for a few seconds and them WHAM!.

I checked the ducts/vents and they don’t appear dusty – might have to open my baby up and have a look..but, tricky bit here is that it’ll most likely make my warranty null and void.



Rohit Patil

Brian ,
i almost felt so shocked on seeing this message. i have been experiencing exactly the same problem from the past 15-20 days. i have a dell xps m1710 which i got last year (March 2007) from Canada. I am a hardcore gamer and have been playing lots and lots of games , even ones like crysis cod4 etc with no problems at all ….the problems started when i installed Medal Of Honour : Airborne…i mean the game worked fine for half of it , but after that it just started turning off on its own if i play for more than 15-20 mins. i have a geforce 7950 gtx and 2 gb RAM . What i have observed is that, if i manually keep the system fans ON full force, the laptop does not shut down, but if the fans r off or on manual control , there is hell …..it turns off and my laptop gets sooooo hot ….i can almost fry an egg on it….i am also pissed off now ..because this problem never happened for the last year and i remember playing games for hours without ever trying to control fans..and it worked just fine ….
i will try to blow air into the vents to clean it out and also i have observed one thing …when i keep the fan on manual control , i have selected it to turn on at cpu temp of 50 degree and shut off at 38 degree …..maybe thats where the problem lies …..so i will let it automatically control the temperature…..let me give you the download link for the software to control your system fans….
http://www.diefer.de/i8kfan/ …..okie buddy my email is pa.rohit@gmail.com ….please keep me updated on how it goes ….i am from India and it is frustrating that they dont have no dell support here …maybe i will have to take it back to Canada …aaargh …….i will also try to play games when the fans r on automatic now …hopefully it works ….keep me updated …bye



Brian Madsen

Hi Rohit,

I’ll certainly keep you updated with what comes out of this.

i’ve contact Dell support and after a long list of tests (which all passed) the support technician is organising for a dell technician to come out tomorrow with replacement parts.

I also went to their support forums to hear if there’s been similar problems and if so, what was done about it. Was especially interested in how Dell handled the issue (especially after the tests all passed). I had quite a few replies and the suggestion was predominantly to contact support.

i still have another 175 days worth of warranty on the laptop so i’m going to be certain that everything is tested, re-tested and tested again after the parts has been replaced so that this doesn’t pop up again before my warranty expires.

Thanks for the link to the application that’ll let me control my fans – am definitely going to get it, but it’s not a solution to my problem, just a bandaid and for the cost of this premium quality laptop i wont settle for anything less than getting it fixed 100%.

the odd thing is that all incidents seems to appear at around the same time frame…that’s concerning since even if they replace the parts and it works, will it break down again in a years time? surely hope not.

When we were running the tests my laptop also got extremely hot, even though it’d only been running for about 15 minutes..the heat started at the right hand side of the keyboard (where i’m told the fan sits) and spread all the way to the center of the keyboard.

You can run the tests yourself by following this list of actions:

Start up your laptop and while the BIOS is loading, keep pressing F12. This will take you to a “boot” menu where the bottom one is called “Diagnostics”.

Go in there and run the tests that’s available – we started with the normal test and moved down to the custom tests where individual aspects were tested. It was when it was running the cpu/memory test that mine got really, really hot. The graphics card test passed straight away, but all it did was test the adapter – it didn’t load the GPU to actually test if the graphics card was having issues.

Didn’t know they didn’t have support in India…what a shocker…maybe they don’t sell in India? if not, then i can see why but if they do then they should support it at that location as well.

Check your service tag on the Dell support site and you can see the warranty you have left – if it’s under warranty, just contact Dell support, either via the online chat, email or by calling them..they should be able to help you out.

Anyways, Good luck with your laptop – i hope everything gets sorted out for you and i’ll be certain to keep you informed as to what happens on my end (basically just subscribe to my blog and you’l be certain to see a post about it) and i’ll also email you to let you know.

Good luck again!



Rohit Patil

Hi,
Hey thanks a lot for the diagnostics ……all the tests passed. But it still heats up..even after keeping the fans on automatic….and as u said …..the right side of the keyboard is the worst affected…soo it has to be the dust that has settled in the fans beneath….well i gotta searched properly here …since most of dell technical support is based in India ….they ought to have someone atleast qualified enough to open up my baby……i can clean the fans then hehhehe….neways have they come at your place to check your laptop ?



Brian Madsen

Hey Rohit,

You’re most welcome – all of my tests passed with flying colours too…seems you’re having the same problem i am, considering you’re getting the heat issues on the right hand side of the keyboard as well during the tests.

Dell has NOT been accomodating with their support services today…i’m frankly livid with rage at the moment and doubt very much i’ll ever buy from them again nor ever recommend them to friends or corporations ever again.

see the saga here: http://msmvps.com/blogs/brianmadsen/archive/2008/09/19/dell-services-going-down-hill.aspx



Jeremy

The fans are not suficent best to got buy a a fan base for it.
Mine allwyas got super hot 10-15mins in to a game . i bout a belkin laptop cooler and it cooled it way down.



Brian Madsen

Hey Jeremy,

sounds like good advise – however if the product is faulty i intend to have it fixed while it’s still under warranty.

that being said, getting a belkin laptop cooler might actually also be a good idea..thanks for that – not sure why that didn’t occur to me :(



Rohit

hey guys,
yeah even ill try for the laptop cooler now …i called up the dell tech support and he adviced me to do the diagnostics, i said i did that…then he told me that i have to install the operating system again because it might be some windows issue…i fail to see how it should be some windows issue ..because i am pretty certain that it is the dust in the laptop..then the jackass told me to call back when i install windows xp again ….for a laptop as premium as the xps m1710…we would expect them to send an engineer as soon as we call up and inform them there is even a minor problem….my god i cant believe that dell doesnt even care for its premium customers…i shudder to think what they might be doing to customers with normal laptops and notebooks.but i will not leave them …i will reinstall this windows xp on my holiday and call them back…i dont expect shitty service for a premium laptop



Brian Madsen

Rohit,

Well, i had my motherboard, both fans and heatsink replaced this saturday…

got frustrated with them because it should have been obvious that the graphics card was the problem – at least that’s what the technician told me.

so i waited till sunday to call them and explain to them that they had to replace the graphics card as well – it’s in the works, had confirmation last night that the graphics card would arrive this morning at 9am and a technician would contact me to arrange to come and replace it.

that’s the same story i had wed/thur/fri last week so i’m actually not expecting a call today – i’m expecting that i’ll have to call them back to be told that it’ll be done some other day.



Jessica

I have the same problem! They had to send me a replacement computer, which is referbished and just as shitty. The first one had a problem with heat and they replaced fans, heat sink, hard drive and motherboard. The more parts they put in, the worse it got until it would shut down during startup. The replacement has lasted slightly longer, first one lasted 5 months! The replacement gets so hot, it is causing heat bubbles in the plastic on the bottom of the computer! Dell won’t help me because I already received a replacement. It just makes me sick to think that I spent so much money to have a reliable, fast computer and it is a piece of shit. With the amount I spent on the computer, I could have bought a new laptop every six months since I’ve owned this shitbox. Good luck with your laptop cuz if you need it replaced, they give you referbished shit.



Brian Madsen

Ouch – sorry to hear about your predicament Jessica.

It’s poor service and support, coupled with a bad product that would have cost them too much money to recall that’s making this experience a very lasting one.

I’m meant to get a call from a technician today regarding arranging for a time to come install the new graphics card – which i’m assuming is just simply a refurbished one, rather than a FIXED one.

Trust me, it’s going to cost them a LOT of money to keep sending out technicians to me because i’m simply not going to give up.

the fact (which is for australia) is that they have to:

1) provide a refund
2) provide a piece of equipment of equal quality (bah)
3) provide a piece of equipment of better quality.

that’s three very simple rules and i’m going to keep at it, if this doesn’t get fixed 100%, till their follow those three steps.

As for the “supposed” Next Business Day service, then that’s shot to hell already and they’ve actually breached their service agreement so unless i get support today i’m going to raise merry hell with them till it gets sorted.



Jon Thompson

So Iv’e got the exact same issue. Ive had my M1710 since last november. I bought it with the 3 year extended warranty and Ive had heat issues ever since I got it. the only game i play is DDO, and I tried to lower all my graphics settings so I wouldnt overheat the thing. rediculous I paid $3k for this thing and I have to lower the graphics on a game to keep it from overheating. Dell is no help at all. they want to troubleshoot my OS. I think they know the problem is with the cooling mechanisms in the laptop, but like you said they are too cheap to recall them, because ultimately they cant fix it. I think i’m going to contact my attorney and see if this would qualify as a class action suit. anyone else interested?



Brian Madsen

Hey Jon,

sorry to hear you’re having troubles as well. From what i can gather on the web there’s two solutions available at this stage.

1) contact dell support and “demand” they come out and replace the graphics card, motherboard and fans.
2) buy a laptop cooler and place it on that.

Neither of those two solutions are really what i’d call a fix, they’re plasters/band-aids only.

The dell technicians i’ve spoken to have both admitted that there’s been major issues with the graphics cards, fan controllers and fans on that model.

another piece of advice i’d give is this – do NOT use Dells graphics card driver. It performs extremely badly and seems to cause the card to get hotter than it should, plus not to forget that the fans go crazy after a few minutes of play.

I use the default VGA/NVidia driver from microsoft at the moment and it’s performing a LOT better than the one from Dell.

If you’ve read other posts here, you’ll notice that i got the motherboard, fans, heatsink and graphics card exchanged – from the feedback i’ve had from the technicians they’re refurbished models, not new models or even new pieces of hardware.

IMHO it’s a big problem with Dell at the moment – i mentioned the australian trade practises act on their forums and my post got deleted due to “breach of terms and conditions” on the forum. disgraceful if you ask me – they have a filter in place when you post one that filters out “bad” words, such as cursing or derogatory comments. It’d been up for a few days and then suddenly i was told i’d breached their terms of service for the forums.

I’m extremely dissapointed at this stage and am contemplating taking this further for sure. shocking they can’t get their act together and fix this. or if they can’t fix it they should issue NEW hardware that’s been fixed, not just old, second hand hardware that’s supposedly been fixed. Or alternatively upgrade the laptop to one that does work.

My current card performs very badly in comparison to how it used to perform (eg. when i got the laptop). Another thing i’ve found is also that it WANTS to run in the native resolution (1920 x 1200) to perform the best. If i set it lower i get a drop in performance.

I doubt it’ll qualify as a class action suit, but taking it to some legal advice might not be a bad idea – then pending that outcome take it up with Dell. I’m sure they’ll be happy to sort this out if there was legal ramifications behind it, plus not to mention the bad publicity.

Dell has at the moment breached the Australian Trade Practises act, which they have to adhere to if they want to trade within Australia – am myself as i said, contemplating taking it further and getting this sorted once and for all.

Good luck with your issues…Hope you manage to get it resolved.



Casey

Interesting you’ve all had bad experiences with Dell over the XPS laptop. I have one, and sadly, it would appear I need to contact Dell again for what will be my 4th video card replacement, but every time they have promptly sent someone out to replace the video card without fighting about it. Last time they even replaced my whole motherboard for good measure.

I only play WoW, and when it works, its 60 FPS all the time. When it dies, I drop to sub 30 and even less than 10 fps sometimes and it makes the game unplayable.

My girlfriends same model is also overheating now and shutting down, so time to get the tech out for her.



Brian Madsen

Hey Casey,

It seems to be a very common trend at the moment with that particular model.

4 cards? That’s impressive – and WoW is hardly that resource intensive a game that it should flog your card that hard.

If this card dies then i’m going to talk serious to Dell about replacing the entire laptop – with a NEW laptop and not some second-hand, used or refurbished parts..but NEW.

it’s only been around a week and i’m having some odd issues with the graphics card at the moment. Getting odd pixelation on the screen and sometimes Vista Aero “stutters” when i switch application or minimise something.

have had a few instances where i’ve had to reboot the laptop to get the graphics to perform again.

I wish you the best of luck – please let us know how it goes!



Tys

Really good info on a problem thats been driving me crazy all summer. Brian can you link the default v-card driver? It feels like mine is insanely overclocked, an although it gives me great FPS in game, my Notebook overheats in a matter of minutes. I uninstalled Call of Duty 4 as i cant even play any levels with grass anymore.



Brian Madsen

Hey Tys,

There’s no direct link available i believe – but what i do is simple.

Open up your computer manager -> Device Manager…then uninstall the drivers for the NVidia card – it’ll ask you if you want to delete all files for that driver, choose yes..

then you’ll be on default vga driver…go to the device manager again and let it scan for new hardware changes..it’ll locate the display driver as missing and will give you an option to look for the files online or on your disk..select online and you’ll get the default windows driver.

it performs heaps better than the Dell one but it wont stop your card from overheating.

i’d suggest you contact Dell support and get them to send a technician out to replace the hardware.

they’ll take you through a ton of diagnostics and tests but regardless of the outcome you need to insist on getting the parts replaced. Unfortunately it’s a problem with the Go cards from NVidia and there’s absolutely nothing that can be done except to keep replacing the cards..or get an upgrade. Another problem here is that the next line up, the 8600 models doesn’t fit in this laptop.

basically, you’re in the shits as this is a faulty product..Dell isn’t going to recall it as they’ll go bust (or loose a hell of a lot of money), nor will they openly do something about the problem other than keep issueing replacement and refurbished cards while you’re under warranty – if you plan on using the laptop for a longer period of time i’d suggest you extend your warranty on it so you can keep getting the cards/parts replaced.

Good luck Tys and please let us know if/when/how you end up getting it fixed as it seems that MANY people are in the same boat as you and I.



Erwin

Hi Guys! Looks like these laptops are like a fussy Ferrari. My solution to this “overheating” problem, was to change the thermal compound to Arctic Silver 5, add a laptop cooler (Zalman ZM-NC2000) & Most importantly download and install I8kfanGUI. I configured I8kfanGUI, so that the fan automatically turns on earlier for both the GPU and CPU. I found this improvement to be extremely affective, the laptop is never hot anymore! :) I don’t care about the fan noise since you would have the laptop connected to your monitor speakers anyway when gaming. As a note, the GPU utilizes both fans in the system, so you can have both fans set at slow during normal, use and have then kick in to high when gaming. Realistically, the only thing that Dell can effectively do to solve this problem, is to get Nvidia to make a driver that throttles down, during less graphic intense usage and then throttles up-but more efficiently. I hope this helps. Cheers!



Brian Madsen

Hey Erwin,

Thank you very much for that. I’ll definitely look into the arctic silver 5 thermal compound and the laptop cooler.

I’ve long been a big fan of Zalman’s products so i’ll most likely get one.

big question here – if i add the Arctic Silver compound, will that effectively void my warranty? eg. the case has been opened and the cpu/heatsinks seperated in order to apply the compound…

if that’s the case then would it be a bad idea to fiddle with the internals of the laptop before the warranty runs out?

reason for saying it is that i don’t want Dell to use it as an excuse to actually honour my warranty.



Erwin

Hi Brian!

If your laptop is still under warranty, I would advise not to open the laptop and replace the thermal compound. If you have a Dell tech coming to your house to replace a component, you can ask if he/she can use some of the Arctic Silver 5 compound that you conveniently happen to have on your desk at the time. :)

If your laptop is not under warranty, and you are concerned about the overheating problem, then I would say go ahead and change the thermal compound. Be sure to polish both of the copper heatsinks, then CLEAN it with min. 70% rubbing alcohol. This increases the surface contact between the GPU/CPU & heatsink.

Be careful when you open your XPS M1710, the hinge cover is a real pain, USE those plastic scribes that you would use to open an iPod. Take all the time you need to open the hinge cover successfully. Once open, its relatively straight forward. Make sure you ground yourself once in a while (touch the metal tap on your sink). Clean the GPU & CPU while they are still mounted – no need to remove them (unless you want to upgrade). Follow the application instructions from the Arctic Silver 5 website. When you remove screws from the unit, it is easy to remember which one goes where, since there are indicators. Take lots of photos in case you are in doubt.

Like they say, every little thing counts, so the more you can do to help keep the XPS cool, the better.

You’ll note that even downloading and installing I8kfanGUI makes a big difference. Even though we all know these laptops are a big pain in the A$$, they are still the sweetest things since the birth of the automatic transmission. So its worth doing what we can to make them last. I mean damn, I still have a ten year Toshiba that still works. There should be no reason why these new Dells can’t last that long either.



Brian Madsen

Thanks Erwin – yeah, i figured that my warranty would run out the door if i opened it up.

oddly enough, the technician i spoke to on the phone from Dell actually suggested that i open up the laptop every 6 months and clean it out with some compressed air…when i asked him if that would void my warranty he quickly changed the suggestion to include “when your warranty has expired”.

Thanks for the tips – funny enough, i’ve just received a link to a “Customer Satisfaction Survey” from Dell…let me see…hmm



Phillip

I had an bluescreen error issue on my dell xps 1710 and of course it happened after the warranty expired. Before the bluescreen, I noticed graphics glitches during gaming, sluggish computer activity, and that my fans didn’t kick on very often at all. I bought one of those lil fan plates that go under your laptop, if that helped at all, it was minimal.
I did a lil research about the bluescreen errors and it seems to be a rampant thing with the xps and no one, including dell (so they say) knows exactly what causes the problem. Some people change out their RAM, some replace the fans, and some change out their entire motherboard, and still get glitches.
After talking to some guy that I could barely understand from India for an hour, I came to the realization that dell was only going to help me if I dished out hundreds of dollars, or more on my already $2,400 less than two year old computer that had been babied more than my own children have been.
So, I thought i would go with the most simple thing first, I reinstalled drivers, (which didn’t help) and was about to order about $160 dollars worth of new fans, when I quite by accident came across some dude’s website that had this progam that will let YOU control your CPU/GPU fans. Its a small, less than one megabite program. Desprate for my fans to work again, I downloaded it and tried it out…WHAT A GODSEND! This simple program worked like a charm. You can let the automated settings that you can customize if you want, run the fans for you, or you can even have direct control over your fans and force the bastards to work! I have not had a bluescreen error since my games run smoothly, its like having my new computer back! I don’t know if this fix will work for everyone, but I hope that it will.

Anyway, the program is the I8kfanGUI and it’s a free download.
I put this comment up here out of gratitude for this forum, and the person(s) who created this program…thank you. And for the dire hope that I can help screw dell out of some poor person who bought one of their most expensive laptops from having to purchase repairs or a new laptop from them.

Sincerely
Phillip



BrianMadsen

Hi Philip,

I’ve been using my “new/refurbished” laptop for a couple of weeks now – and it’s severely under performing at the moment.

I’m running the following:

– Windows Vista Ultimate 64-bit

– Microsoft issued drivers for the 7950GTX because the Dell drivers absolutely cannot be used for playing a game. I get 25-35fps on the absolute lowest settings of COD4 with their driver – objects are “black” or doesn’t render.

I changed to the driver i can get via Microsoft’s Windows Update and it’s running far better, yet still underperforming.

with the DELL driver i also have to restart the laptop to be able to play – even without being in the actual game (eg. playing) and just starting it up and listing servers – i get really, really bad pixelation.

I tried to swap back to the DELL drivers and not only did the driver crash constantly, it also had the fans going absolutely nuts within a minute or two, then i could feel the laptop getting REALLY hot again – then when the laptop was at its hottest, the fans would shut down..nice.

I tried l8kfanGUI but it doesn’t work very well for 64-bit Vista unfortunately. You can only used signed drivers on 64-bit and the driver it uses isn’t signed by microsoft. There’s ways around it and i tried it (eg. you can boot into Vista with that limitation cut off) briefly, but had to roll back as the graphics card still wasn’t performing.

I’ve heard a lot of good about l8kfanGUI and would definitely suggest getting hold of it.

Next step for me is to contact DELL again and get them to fix this once and for all.



Rohit

buddies,

i had called up dell laat week again …this time it was some problem with the speakers on the left hand side ….and i got a replacement this week …the technician who came to my place also was very talented…..he opened up the whole notebook and believe me …there was dust and how much !!!! i literally told him to back off …took my vacuum cleaner and blew all the dust away….now after replacing the speakers and cleaning the whole thing from inside ….it feels like my good old m1710 again ….i checked the fan speeds on i8kfangui and after a long time have both the fans touched the 4k speed mark ….woooohooooo

well regarding the graphics card …it was in fact a driver problem …when i uninstalled the drivers and installed the old drivers that i had got from the dell website(i had stored it in my hard disk)..the laptop has stopped heating…..i think its an issue with the latest graphics drivers on the dell website …anyways alls well that ends well …hope it turns out fine for you as well ….any issues you face …i would be glad to help out >> my email 1derfool@gmail.com…chao

PS : please send me the link for the 7950gtx drivers on the microsoft website



Daniel

I’m currently experiencing exact the same problem with my XPS M1710… I’ve tried different drivers… even got back from BIOS A07 to A03 because they changed thermal control in A04. But none of these worked in the end. It’s definatly a thermal problem and I’ll see if manually handling the Fans improves it. And I’ll risk to to open my XPS today – although I’m afraid of doing so. Wish me luck!



BrianMadsen

Hey Daniel,

If you’re out of warranty get hold of some cooling paste for your cpu as well (while you’re opening the laptop anyways).

Some have reported that the fan control program L8KFanGUI works a treat – just remember, on Vista 64-bit it wont work without you tweaking your settings to ignore the driver signing requirement for 64-bit.

Other than that, good luck with it all. My laptop is in for a 3-4 day workshop for them to diagnose the problem i’m having right now.

Was told yesterday (day 4) that they’ve replaced the motherboard and will run some diagnostics on it last night then drop it off today for me.

that’s the second motherboard in the laptop – of course, it’s a refurbished part which essentially means second hand, even though Dell flatly refuses to acknowledge that it is in fact a second hand part.

the fact remains, that Dell covers their warranty issues by replacing faulty parts with second hand parts. simple fact..which in other words they cannot quarantee will even work (case in point is that i’ve had a second motherboard replacement in my laptop within 4-5 weeks).



Ben Robbins

Hi Brian

Snap! I’ve been having the same problems with my XPS1710 almost identical to yours. The overheating started a few months ago, but was quite rare. It is now at the point where it now *always* overheats within 10 minutes when gaming. I’m also in Perth and I’ve got Dell coming around in a few hours to have a look.

I haven’t opened my PC (I have a 3 year warranty and don’t want to void it), but I have vacuumed the dust out regularly – there doesn’t appear to be much from the outside. I’ve also played with i8kfangui but even forcing the fans to full speed didn’t help. I think the fans are fine.

This seems to be a design problem with these notebooks. Unless they open my laptop up and find the fan and/or heatsink fins covered in dust I suspect the problem is either:
1. Poor connection between the CPU and/or GPU and the heatpipe/heatsink (perhaps the thermal paste becomes ineffective.
2. The GPU (or possibly but less likely the CPU) degrade due to the constant high temps they run at and there is leakage within the chip or some other malfunction. However, one would think this would cause a crash, rather than an overheat shutdown.

Please keep updating this thread – I’m keen to know how your 2nd motherboard goes.

Cheers,
Ben



BrianMadsen

Hi Ben,

I’ve already posted quite a few updates but will summarize what’s been happening here with my situation.

Firstly i had the motherboard, fans and heat sink replaced.

then i had the graphics card replaced.

Dell has just had my laptop in for a workshop for 7 days (rather than the 3-4 days they initially reported) and have replaced the motherboard yet again.

So, the second motherboard had problems as well it seems.

From the feedback i’ve gotten here, from Dell technicians (the two that’s been to my house) and from looking around on the internet, i’ve gathered that it’s a fault within the design of the entire system.

The big problem with Dell Technical Support, without taking their inability to contact you into account, is that they don’t replace parts in your laptop with new parts (hard drives and media drives are different, they’re new) but with reburbished parts – e.g. as i see it they replace it with a second hand part, that’s been pulled out of another system at some given time, sent back to the factory to be repaired, then returned to the engineers to be installed into another system. Basically, you’re getting a used hardware part, rather than a new one which in some cases are faulty already – case in point is that i’ve had my second motherboard replaced with a third motherboard. The second motherboard was yet another reburbished part and had faults in it.

apparently the design flaws of the M1710 was resolved with the M1730 so at least that’s good news – however, Dell is unwilling to recall their M1710 systems as it will simply cost them too much, and they’ll continue to fix them with “refurbished” parts (eg. second hand faulty parts that’s been repaired). The reason for this is mainly that these parts are no longer manufactured, leaving them with a huge gap in their support and service agreements as well as their own warranty statements.

Basically what i did was not to give up. Keep badgering them till they get it fixed. If technical support isn’t capable of fixing it then simply go to the customer service area and lodge a complaint.

I’m currently dealing with a customer service representative that’s managed to get my issues escalated each time it’s been slowed down. He’s also the one that’s going to extend my warranty with another 6 months (bringing me up close to another full year of warranty).

I’ve given Dell three options, one which they’ve now spent by having it in for the workshop. the last two options is:

1) total refund (not partial, but FULL refund)
2) replacement M1710 (new, not refurbished) or M1730.

Basically that is the options they now have left with me (it’s also my legal right btw).

I was meant to have my laptop back monday (it’s now wednesday) but apparently they couldn’t manage to get it to me on that day as it hadn’t been completely fixed (30 minutes max to replace a motherboard??) and i’ve gotten two calls today from the engineers.

first call was to let me know that they’d be delivering the laptop between 12:30 and 14:30..

second call was to let me know that they were having problems at the depot and could be there between 12:30 and 16:30.

I wonder what problems at the depot they could have that would have them misplace my laptop for another 2hrs? and strangely enough they know already that there’s a problem with it.

With that in mind, i actually sent an email earlier today (around 7am) to the customer service representative to let him know how unhappy i was with the delays, excuses and the inability to fix what should be a simple problem (seeing as they replace full parts instead of diagnosing the problem, takes less time i expect). I also outlined what my expectations of this whole mess was and what I would be willing to accept IF it didn’t get fixed this time around (3 times should definitely be enough time to fix this in since they’ve replaced almost all internal parts by now) and i wonder if the second phone call hasn’t been initiated based on my email this morning.

Anyways, the positive esteem which Dell had with me previously is slowly evaporating to the extent where i’ll be highly unlikely to ever recommend them again, both as a private person and as a professional (yes, i’m human and wouldn’t want a client to suffer through this type of mess).

I’ll be sure to keep updating things as it is progressing – not giving much hope to it actually being resolved today though (historically speaking it wasn’t fixed with they replaced parts earlier on).

Only thing i can advise you of, is to be relentless – don’t open your laptop up yourself or fiddle with things, but get Dell to sort things out for you. In your case i’d be at the constantly if you’re having as many (and the same it appears) problems as i was having.

I wish you the best of luck, and please keep me in the loop with what you do to resolve your problems with the M1710.



Rohit Patil

hey Guys if possible use the nvidia 7950gtx drivers that were available as march 2008 on the dell website …they have replaced them now with newer ones …..they are the best drivers because the seem to be the ones with the least heating up problem …….chao



BrianMadsen

Hey Rohit,

i’m not sure it’s possible to get hold of those drivers from the Dell site at the moment.

i wonder if it’d be possible to track them down somewhere else? or alternatively, if you have a set could you point me to a download from somewhere (eg. you upload, i download) and i’ll make them available from here.

Cheers!!



Tony

I also have problems with the 1710 and 7950 Go GTX. Small green dots and squares on boot up screen and unable to install a graphics driver. I’m using the computer in pure VGA so it is impossible to do anything except browse the web.

The official cost of replacement of the video card (as diagnosed by Dell) is $1100. My cost as my laptop is out of warranty by a couple of months. Regardless of the warranty I think it is utterly unreasonable that such a failure should occur. It seems I am not alone with the fault and I will be doing what I can to get my money back or the fault resolved.

Bl00dy hell, what a mess!



Ben Robbins

Fixed! Very happy.

Turns out the problem *was* dust build up. The left hand side CPU heat sink was nearly completely blocked with dust, and since the air has to go through this heatsink to then pass through the GPU left hand side heat sink that one wasn’t working at all. The technician replaced a fan, CPU heatsink & heatpipe assembly as well as the GPU (because the cooling system is part of the one unit).

Idle temps have dropped from around 60 degrees to around 45-50. And whereas I could reliably overheat the laptop within 5-6 minutes with a particular game (Trials 2) even with both fans on full power (the GPU would keep heating up until it hit 97 or 98 degrees and then shut down), now it gets up to around 85 and then the fans go to high and back down the temp goes.

Brian, were you able to shoulder surf the technician when they were doing repairs to see if there was much dust? You also mentioned that your laptop was generally flakey. Are you having other crashes/problems, or just shutdowns due to overheating?

With regards to drivers: this is just speculation, but perhaps the newer drivers are more optimised => GPU works harder => more heat => crash if cooling system is marginal.

Regards,
Ben



Daniel

I’ve come to the conclusion that it’s not pure overheating in my case. Sometimes I can play for hours without any additional cooling and othertimes it crashes 10min after switching on. I’ve also kept an eye on the temperature and I could not find any real relation between temp and crashes.

So my current approach is to try all the different drivers I can find. The current v175 from NVidia’s site has many blue screens firing up. The v174 you get from Dell doesn’t work any better. The next lower version was v153 from Dell which also had problems – at least for me.

At the moment I’m playing with v167 – which is the special 7950 GTX version mentioned by Rohit above… and it really proves to be better this time. I could play for 4 hours without any manual fan control yesterday. But I also must admit that I got a bluescreen this morning. I’ll try this driver a little more.

ftp://ftp1.us.dell.com/video/nVidia_GeForce-GO-7950-GTX_P02_R172672.exe (Vista32)

I’ve also experienced strange texture artifacts during gameplay and modified an option in the NVidia control panel. I’ve changed the “texture clamp” from “hardware” to “off” – which avoids those artifacts. Maybe it also lowers the risk of a bluescreen.

As I told I’ve already tried different BIOS versions before… but I’m not sure if I need to go back there too. I hope the gfx driver itself will be enough fixing to get rid of my problems… we’ll see!



BrianMadsen

Hi Tony,

Yes, it is indeed totally unacceptable for this to occour on such a “premium” laptop that’s supposedly made specially for gaming!!

ouch @ repair cost for a replacement 7950GTX = $1100..

If you’re out of warranty i don’t know what you can do – you have a legal leg to stand on while you’re under warranty, after than, the company has apparently honoured its legal obligations.

And no, you’re definitely NOT alone with this problem – Dell is band aiding the M1710s out there today – as mentioned on numerous occasions, that is done with refurbished parts because they don’t have any new parts available for their technicians and since many have had their parts replaced they now have an abundancy of “refurbished” parts.

I’ve summarised my issues with Dell over this here: http://msmvps.com/blogs/brianmadsen/archive/2008/10/22/totally-frustrated-with-dell-xps-m1710-has-gone-awol.aspx

and will be posting an update again to that entry as a conclusion has been reached.

I wish you all the best of luck, i got screwed over severely, and please keep me informed if you get things fixed.



BrianMadsen

Hey Ben – good to hear that you got yours fixed with a simple solution.

I did “shoulder surf” the technician and there was basically no dust in my system – i have a mini vacuum that i use to clean the system out on a regular basis plus my office doesn’t have carpets, but wooden floors, which reduces the amount of dust in the room too.

My fan controller had initially died and the fans wasn’t running at all – that’s why they replaced my motherboard (as that’s where the fan controller sits), the fans and the heat sinks. Unfortunately that motherboard was faulty as well and has just been replaced again.

I’ve had a few other problems as well – such as bluescreens, but mostly it’s graphics related. e.g. i wasn’t even able to run Dreamscene in Vista Ultimate without it eventually crashing severely (drivers crashed), it would have random shut downs plus i found a very odd entry in my event log for the cpu. Both cores had been unable to respond or something like that, most likely a motherboard fault though.

Glad to hear you’ve gotten yours sorted with something as simple as replacement parts. I suppose if the parts gets replaced, and are in actual fact working parts (and not faulty parts) that this should have been a good enough resolution.



BrianMadsen

Hey Daniel,

thanks for taking the time to locate that driver. Would you know if there’s a 64-bit driver for Vista there?

Cheers!



Daniel

While browsing Vista64 drivers the Dell info text didn’t show such link for 64bit… maybe there is no alternative available. The FTP link can be walked up one level… there is a long list of video drivers for all Dell systems – but they are not labeled clearly.



Dubak

Same problem here
I also have problems with the 1710 and 7950 Go GTX. Small green dots and squares on boot up screen and unable to install a graphics driver. I’m using the computer in pure VGA so it is impossible to do anything except browse the web.

Warranty has expired 2 months ago. Now running on pure VGA. The graphic card is dead probably, am i right ?



Daniel

The green dots are interesting… I have the same during Vista Bootup as long as the minimal resolution is active. As soon as Vista switches to fulll resolution these dots are gone… and they are only a few – like 3 or 4 – sometimes changing positions. I’ve always thought this is a bug in the bootloader somehow.

Nethertheless… my v167 driver mentioned above worked without a flaw the last day too. So it IS definatly better then all others I’ve tested before.



Rohit Patil

How about downloading the drivers staright from the nvidia site , that too with them mentioning that the drivers are for xps m1710 ….hehehehe that too the date of the drivers being August 05 2008 …..i really hope that these are not the same drivers on the stupid dell website …but heck who cares …i am gonna download and try it …anything to keep my lappy happy {that actually rhymes ;-) }

http://www.nvidia.com/object/winxp_notebook_175.32_whql.html



BrianMadsen

Hey Rohit,

thanks for that – there’s a new forceware update available from NVidia, unfortunately it’s only available for 32-bit Vista.

I formatted my laptop yesterday and installed 32-bit Vista Ultimate just so i could get the latest drivers – shame that the vendors aren’t supporting 64-bit Vista..

Anyways, the install worked a treat, except my second monitor has windows trails whenever i move a window around on it. Primary monitor doesn’t have the problem, only the secondary.

Will play around with the Nvidia control center for a bit and see if i can’t locate the “optimise for mutliple monitors” options which i do recall was in there somewhere (used to be anyways).



Drekhh

Hi Brian,

Though I would add my own M1710 experiences to your blog as my system is also suffering from over heating problems.

I purchased my system in early 2007 and within 2 months began experiencing blue screen errors reporting a hardware malfunction. Dell’s diagnostic tests found no fault and Technical Support blamed software up until my warranty expired, then I was quickly advised that all repairs would be at my cost. Eventually the graphics card burnt out and was replaced by Dell, I argued my case under consumer law for the existing fault so the repair was carried out as a warranty fix. I’m now on my third graphics card and the system is still running too hot and blue screening with the same error message. Other symptoms include problems with the wireless card (n.b. this card is located directly under the graphics card) and the Windows authenticity label on the base of the laptop has burnt through.

I suspect the fault is with the design of the laptop or possible the Nvidia 7900 series mobile cards, (I’m running the 7950gtx). I know Dell have extended warranties on the M1330 and M1530 laptops due to issues with the 8000 series Nvidia cards (similar symptoms) but haven’t admitted to any issues with the 7900 series or the M1710. Another reason for suspecting a fault in the design of the M1710, my brother bought a system 8 months ago and 3 months ago he started having issues with his wireless card. His Windows authenticity label is starting to turn black and burn through and the blue screen error has now appeared. I can’t believe we are that unlucky to both have the same faults with our laptops especially as the systems were purchase 7 months apart.

Just drafting my next email to Dell to request a refund, as I believe a fix will only just delay the inevitable. Don’t expect much though as I have already been refused a replacement and keep getting reminded about my expired warranty even though the system was originally supplied with the fault.

Wish me luck :-)



BrianMadsen

Ouch Drekhh – you’re not in luckytown.

the problem with Dell is that you deal with people that do not have the authority to make a decision for refunds or replacement systems.

My laptop, after it’s third fix (second motherboard) appears to have been fixed. However, i haven’t pushed the laptop to it’s limits yet. The fans are now constantly running fast, even when the laptop isn’t doing anything but showing my desktop. Granted, it keeps the laptop cool but i don’t ever recall it being this noisy.

other than that, there’s definitely a fault in the M1710 system..without a doubt. This many people cannot possibly have nearly the same problems by coincident.

I wonder if we should put a “mass” petition together for Dell to have our systems completely replaced. I admit that i’m feeling very “delicate” around my laptop as if i’m afraid using it for what it’s meant to be used for will just break it again.

Drekhh, i do sincerely hope that you get your system fixed – best thing with DEll is NOT to give up, keep pushing them and keep calling them. Fact is, the more you hassle them, the more you cost them. Also, when you get your hardware replaced insist on them extending your warranty.

Lastly, contact customer service – don’t contact technical support with these problems – they’re arses and will say anything just to get you off the phone. Even better, if you’re in Austral-Asia region i could possibly get you the phone number for a “special” customer service representative :) i’m sure he’d just love to deal with another case similar to mine :)

Email me and i’ll get you the details – direct details – for the guy i was dealing with :)



John

I have had te overheating shutdown twice with M1710, first time I stripped it down and got a can of compressed air and really blasted the fans and heatpipes, worked great for 8-9 months (wow + some fps) now it’s staring to shutdown again playing games. Always appears when the the ambient heat from summer gets high.. Dreading taking it apart again – way to many small screws – ended it up with 3 “spare” ones last time!



Sinual

I have the same overheating problem… Didnt have time to look into it yet, but Ill do so before waranty stops. Was a year and a half of pure no problem gaming up until now :(



Toree

I have a M1710 and have had a few issues with it overheating and I don’t even game. I recently had one of my fans replaced but I have had several issues with my mother board and my monitor.
My monitor will occasionally go PLAID! I have spoken with a technician 3 times about it and nothing has been done.
Has this happened to any of you?



BrianMadsen

The only thing i can really advise you to do IF Dell Technical Support doesn’t fix things is to contact Customer Care.

Mine finally got fixed and Dell extended my warranty out a further year, plus they added priority support calls as well as out of hours support calls (Plus Technical Support it’s called).

That being said, it seems that many are having these problems and Dell doesn’t seem to want to resolve to the extent that they replace the laptops. I don’t know what a laptop case costs (including monitor of course), but i’ve had two motherboards installed, all fans replaced and my graphics card replaced – that would most likely total up to almost a new laptop. Since they’re using “refurbished” parts it’s most likely not costing them anything though.

anyways, keep at it, Dell Technical Support is useless imho, so attack it from Customer Care instead as it’s their job to ensure that you’re a satisfied customer. Keep complaining till it’s fixed – simple!

and once it’s fixed, expect them to extend the warranty on the system on top. If they’re happy to say it’s fixed, they should be happy to say that they’d cover it with an extended warranty.



Marco

Hi guys,

I have been having this problem on my M1710 for over 7 months now! It didnt happen when it was new.

Anyways, everytime I play COD 4 or BF2142, my graphics card (Go 7900 GTX)overheats to 102 Degrees Celsius, then goes in a slowdown mode in which my fps drops to about 5 or 10, till my card reaches 88 Degrees Celsius, and then it shoots straight up back to 102 and so the cycle keeps repeating, making games unplayable for 50% of the time. Idle temps were about 68-70 celsius.

Yesterday I installed I8KFanGUI and set it to “force fans to high speed” lowered idle temps but did not stop the overheating during gaming.

Today Two things happened, I ran into this thread and I bought a Belkin Laptop Cooler.

The cooler lowered idle temps but my card still easily shot up to 102 during COD4. So it did not fix the issue. Here is the cyclical issue of overheating.

[IMG]http://i35.photobucket.com/albums/d158/Papermate_/Display2.jpg[/IMG]

[IMG]http://i35.photobucket.com/albums/d158/Papermate_/Display1.jpg[/IMG]

I read about the dust issue, so I went and read the M1710 service manual and decided to have a look inside my computer. (for the 1st time ever)

Here are some pics, which show the massive amount of dust inside the fan/heatsink assembly. I cleaned the area by blowing into it and using an electric toothbrush on the heatsinks and fan blades.

The laptop Cooler
[IMG]http://i35.photobucket.com/albums/d158/Papermate_/M1710007.jpg[/IMG]

Disassembly
[IMG]http://i35.photobucket.com/albums/d158/Papermate_/M1710006.jpg[/IMG]

Dust
[IMG]http://i35.photobucket.com/albums/d158/Papermate_/M1710009.jpg[/IMG]

Dust 2
[IMG]http://i35.photobucket.com/albums/d158/Papermate_/M1710015.jpg[/IMG]

All clean
[IMG]http://i35.photobucket.com/albums/d158/Papermate_/M1710014.jpg[/IMG]

Removed
[IMG]http://i35.photobucket.com/albums/d158/Papermate_/M1710016.jpg[/IMG]

The results;

well idle temps have dropped quite dramatically, by almost 20 degrees, going from 68-70 down to 50.

During gaming, well holy sh1t, the temps never reached more than 63 Degrees Celsius with fans on full, in a 32 player chaotic server. It’s fixed!.

With the Belkin Cooler, 1920×1600 resolution Fullscreeen call of duty 4 64ppl server my peak temp was 67 degrees.

I wanted to thank everyone here and I hope you guys are able to solve your problems!



justin

have the same exact problem as everyone else and guess what dell told me when i called for support…? “You play too much, turn it off and give it a rest.” I told them I play about 2-3 hours a day. Fuck dell, and this $4,000 piece of shit, I wish I could sue.



Wilco Vos

Hey guys,

My XPS M1710 is also having cooling problems, it began a few weeks ago with a shutdown twice a week or so, but now i can’t even play a game of call of duty 4 without having to fear a shutdown. i8kfangui did help, not a lot though. I think that dust in the cooling is the problem but i’m afraid of opening my laptop, does anyone know of a proper tutorial or something? btw i just noticed that when i set my fans to full in i8kfangui, air comes out the sides of the laptop via the kensington lock thingie, i think this is an indication of the dust blocking the outtake. This situation is quite shitty since i bought a very expensive laptop (partly because i could outperform my classmates in fps :)) and now all i can do is wait while my laptop cools down again and see everyone else play a game…

Thanks in advance, Wilco



rik

Hi everybody,

Same story here, my M1710’s 7950GTX card just died on me! I’m lucky to still have an extended next business day for 150 days, but now I’m waiting untill they have a card for me (not in stock they say…which I can imagine)
But I’m truly shocked to see so many people are having these problems, and I’m wondering how many XPS users are out there and not reacting on fora….
Strange thing is that it happened to me while using photoshop! card was gone in a second, got some kind of checkered screen and that was it!
All the best from Holland, Rik



dee

Hi all,

Phew! I’m both relieved and infuriated at once to have found this post. I’ve been having the same overheating issues with my M1710 but my warranty expired in April. I discovered the overheating issues when Warhammer came out — I could play for 30 minutes and then POOF the laptop would die. Not only that, the gameplay was so choppy, it was ridiculous! I’m assuming this is related to the heat issues, but who knows. And all this from a $3k+ machine???

This forum has given me a few ideas for fixes though. I already opened the machine up and cleared out some dust, which helped a bit. I installed i8kfangui which has helped as well. Next step will be to open it up again and use the thermal paste, then update the drivers for the graphics card. *Fingers crossed*

Cheers,
dee



rik

Hi everybody,

Some positive news, today a technician from Dell came to replace my M1710’s nvidia 7950gtx, he told me that, over here in Holland at least, I get a year guarantee on the replaced videocard & that Dell would be curtious towards any repair requests in the future, have to take his word for this of course, but it sounds good & it’s the way Dell should deal with this problem!

Regards, Rik



Kevin Hussey

I have problems with overheating. I got told on Friday 5th December that engineer would call today to replace. Hard drive. Video card CPU, Heat Sync etc etc. I got a call friday afternoon stating all parts on back order and they can now not give a date when my laptop will be repaired.I paid for next business day support. I was contacted by Customer relations this morning, who stated that I should help Dell out by waiting for an indefinite time for them to fix the laptop.Apparently I am being unreasonable to expect a date for the repair. I will give them a week and then its off to county court for the £1200 I paid for this piece of junk.Any advice gratefully received.



Nathan

Another case of piece of shit laptop syndrome here. Exact same issue, can’t turn on, get the 3 flashing LEDs when holding ‘fn’ and ‘media center’ buttons indicating motherboard or GPU failure due to overheating. Devastated. Don’t know If this has been already linked but it contains lots of useful info.

http://forum.notebookreview.com/showthread.php?t=309274



Joshua

Much like the rest of you, I too have been experiencing overheating issues. The GPU fan failed which resulted in extreme overheating. The laptop was very hot to the touch. So, my first instinct was to order a new GPU fan… of course, my M1710 being out of warranty, it cost me $90 freaking dollars. There was also a TON of dust in there that I cleaned out, so even if the fan was worked I doubt it’d do much good. With that said, I put in the new fan and it lasted all of about a week… I searched around for answers and found this forum and that program that controls the fans and what not and it did indeed spin up the fans just like I wanted. There’s obviously something wrong with whatever controls the fan speed…

But at any rate, the noise from the fans is so minimal… I’m just happy to keep this thing cool and crash-free. The M1710 does have a pretty decent cooling system in it… when it works! I can do anything when it’s working properly and it stays cool to the touch… so nice… hopefully everything stays working. I have no problems keeping I8kfan running… nice program…



Glenn

MY xps totally died doesnt even turn on now, out of warranty, i sent it to a repair company it lasted 2 days the graphics card went again…

so now im stuck with a dead xps m1710 my only option is to sell it to this company for £300…

These laptops are a load of shit imo, learnt my lesson really not to buy another gaming laptop, they just cant handle it.



BrianMadsen

I’m currently getting more and more emails about how my issue was resolved and basically what i did was involve Customer Service, rather than only relying on Technical Support.

I kept pushing and pushing till finally things were resolved.

that being said, i’m now again having further problems – the fans are going amock, which i assume is a good thing as they’re actually working, but game crashes are becoming more and more frequent.

Even simple applications, like Sobees (which runs on WPF) is failing – though that’s a beta application so it’s not 100% ready for the public so to speak.

If you’re not 100% happy with the resolution that Technical Support comes up with – call Customer Service and get them on the case. It really helps.

the sad thing is that this thread now has 59-60 comments, with the majority of people having the exact same issue but with different resolutions. Everything from replacement parts, to unexplainable excuses, to rediculous demands (such as the guy that was told to wait indefinitely for them to fix it) to excellent outcomes (same guy got a new XPS M1730).

Simply put, don’t take no for an answer – Dell is rapidly running out of parts for the M1710 and as long as you’re still under warranty i’d continually push for a fix.

From all the forums i’ve been reading, leading from my own problems, the graphics card and the cooling system is the primary problem. A few mentions faulty HDs or motherboards, but 99% of all problems are caused by graphics cards overheating and shutting down.

The problem when overheating occurs is not just the graphics card though. There’s generally damage to the motherboard, heatsinks, cpus and memory as well.

long story short, keep the comments coming – if we can help others then it’s worth it!!!



Nath

Does anyone have any advice for those of us who’s warranty’s have expired? I’ve had my m1710 for a litle over 18 months and have had hardware failures ever since i’ve had it. Parts already replaced include hard drive, motherboard/GPU and cd/dvd drive, all on separate occasions. Now I have what looks like another motherboard/GPU failure as my notebook won’t even turn on. My warranty ran out about 1 month ago, and I’m finding it very difficult to get a response from DELL.



BrianMadsen

Hey Nath,

I’d contact Customer Service and have a talk to them. impress on them that you’ve had multiple problems over the life of the warranty (which they covered, thanks and all that) but now it’s magically happened again.

get as much ammo put together for your discussion with them – get urls for discussions where you’re seeing the same problems, forums, reviews – anything basically which can support a warranty claim.

also, state that it’s been less than 1 year since you had these parts replaced last (i’m assuming it has btw) and that they should be covered by their individual warranty still.

whatever you do, don’t call technical support, because they’re not equipped to handle cases like this without signing you up for further warranties.

i got my warranty extended by another year after my last dramas – it should be mandatory that laptops fixed should have their warranty extended…they had no problems doing it for me, but i had to ask for it..basically i asked them if they were 100% certain that it’d been fixed – the response was yes – my counter response was for them to put the warranty where their mouthes were, so extend the warranty if you’re that certain it’s been fixed..shouldn’t be a problem with it.

Anyways, as much ammo as possible and then give them a call..customer service, NOT technical support.

Good luck!!



Nath

Thanks for your help Brian. Made some progress today (i guess). Customer service rang me this morning, the woman (Sarah) said that Dell would bare the cost, but if it happened again i would have to pay for an extended warranty. I was i was appreciative, but it really doesnt solve the issue of the laptop overheating. I mentioned this forum plus others, she responded by saying that ‘it was just a forum’. The conversation was ended by her saying that she would speak to someone about getting the cost of a warranty renewal reduced and that she would call me back. Im not sure if I should be happy with this result, with the amount of hardware issues ive already had im definately betting on having more issues in the future, i don’t see how its reasonable to pay more money after ive already $4000…



BrianMadsen

Hey Nath,

Glad to hear that you’re getting things (sort of) sorted out for you.

I agree with you completely on the assessment that this is a very expensive piece of equipment and overall there’s been tons of problems with it.

IMHO, Dell should own up to the mistake they made when they released it. Eg. they should ensure that laptops out there either 1) gets recalled and fixed for good or 2) refunds are made to those who bought the laptop IF there’s problems with it or 3) replacement laptops given to those that are having issues.

It’s funny you say they commented that “it’s just a forum” considering that i’ve had a Dell representative contact me directly with their details should i run into problems.

if they’re not concerned with how their products are received in the market, why are they spending money on surveys, marketing analysis and their own community? No, they most certainly do care – and rightfully so. However, the comment that “it’s just a forum” is really a reflection on “Sarah” the customer service representative, rather than on Dell itself..she most likely doesn’t care, but you can be certain that there are people within Dell that care very much (it’s their job to care).

When you get it fixed, you should push for an extended warranty from their end – not one you have to pay for. They’re fixing it and will claim that it’s been fixed, so why are they not willing to back that up with a warranty on the parts that’s been replaced?

That brings back to mind some of the discussions i’ve had with Dell Technical Support AND Customer Service – where they’ve said it’d 100%, definitely be fixed..of course it would – ya, i had problems straight after the first fix, didn’t i, so how was that fixed? Also, when i pushed further, Dell Technical Support was more than willing to continue to claim that it was fixed, whereas the Customer Service representative was a bit more hesitant.

that’s when i pushed for the warranty extension from THEM. not paid by me…and i got it!

Anyways, good luck Nath – keep us posted here!



Stef Harley

Had The same problems overheating, and then failed to turn back on at all.
This happened one day before WARRANTY ran out! by the time i was actually able to contact dell (next day) guess what i was out of WARRANTY and no longer considered a valuable customer.
This computer is far too expensive to be treated with such little regard. I virtualy re-mortgaged my house to get mine!!



BrianMadsen

Hey Stef,

i agree – it’s too expensive a piece of equipment for that type of low customer service.

the lifespan of the laptop’s internal parts, seems for all sense and purpose to be just about 1 year for those that actually game on it (it’s a gaming laptop, or rather advertised as such, and should be able to cope with the load a game puts on it).

Everybody that’s contacted me or commented on my blog has experienced the same problem just around the 1 year mark (some even earlier).

I’m starting to see a trend here…does anybody else see it too?



Denis

I do. My 1710 gave out last night while playing COD4. And guess what, it was only a few weeks old and was already controlled by I8kfanGUI.
I wasn’t able to power it on last night at all, but after cool down it barely came on today and is now running on manual full fan speed, like a dying guy in a hospital on a spirometer.
Heat readings seem normal, just as they did before, but the computer is barely able to handle anything, even copying files over for backup. It’s fried basically.



Kai

I’ve had my XPS M1710 7950gtx for just over 16 months now, and around 9 months ago i had my motherboard, heat sinks, fans all replaced due to the whole overheating issue. after the repairs, the laptop was ok for about a month, but then due to other commitments i stopped gaming so never actually noticed it fully. in the last 2 months ive started gaming again (left 4 dead, C&C RA3 etc, N4S Undercover)and my laptop has just started shutting down after 15-20 minutes of gaming and i can feel that the right side of my keyboard and the underside are getting extremely hot.

my warranty has expired and i called up dell technical support and they told me replacement parts only have a warranty of 90 days after being installed and if i wanted a technician to replace parts it would come out of my pocket, which is a complete farce as i’ve already paid a load of money for a machine that is meant to be a gaming laptop, but doesnt actually allow me to play games on it.

does anyone have any advice for me, and how i could approach this to speed up the process, or recieve some level of compensation for this utter disappointment?

thanks



Kai

just another question, has anyone successfully invested in a notebook cooler which seemed to resolve the issue to any extent?



John Kelsey

I also have an issue with this overheating deal and I also am out of warranty by about 6 months. I called dell support today and was told that if I wanted phone support it would cost me 45 bucks and who knows what else on top of it. I am really really upset with dell on this. I believe that the left side fan has gone out as it never spins up anymore but wanted some help confirming or denying this fact. Nobody wanted to help since I am out of warranty. All I want is for some one to say “yes, the right fans have been going out and here is the part number and we will send it to you” but no…it’s all about taking my 2 grand and running. I even asked a few people at dell about this “problem” with the lap top and to the man they all said “no, haven’t heard of any problems at all with the laptop” which as we know here is a bald face out right lie. Well I guess I am going to take it to one of the local computer places and see what they can do for me. At least I will be helping out one of the small guys instead of sending my money to a company that makes a crappy product. P.S. Next stop is a MAC.



Nath

Hi Kai

I’m going through a similar issue, pretty much all the info you need is in the few posts above. Speak specifically to customer service, not technical support. State that you have had previous troubles and that you are have been generally unsatisfied with the reliability of the machine considering the money you paid for it. Also it’s very important for you to talk to people higher up the customer service system, as generally the first people you talk to aren’t authorized to help you, specifically in your case seeing as you’re out of warranty, besides that they seem a lot nicer! I managed to get a replacement motherboard, fans and heatsincs at no expense and I was also out of warranty. Hope this helps, and read the posts above.



rik

The M1710’s cooling system is inadequate,the left-hand fan has the cooling fins for the cpu and the gpu in front of each other,
subsequently warm air from the first fins (cpu) is blown thru the second fins (gpu), which, as I see it, severely reduces the cooling capacity for the gpu.
Also the 2 fan design seems rather optimistic, my inspiron 9100 uses three, and they need to work hard to keep whole thing cool!
I wonder if all of this is leading to a “Lundell” (class-action lawsuit) kind of thing…..



Sam

Hi,
My overheating ordeal has only started occurring in the last 2-3 months or so, for half a year it was fine. It happened quite suddenly, but it has really affected gameplay and the system even gets uncomfortably warm when just standing idle. I too am frightened of taking the thing apart even though I’m pretty sure that the reason behind it all is a build up of dust within the laptop itself, blocking the fans and trapping the hot air. Marco’s posts with the photobucket pictures really show how dusty it can get in these machines. I phoned Dell tech support the other day and after quite a lengthy talk with the representative they just installed a new bios on my machine to cause the fans to come on earlier. This has had no impact whatsoever. I8KfanGUI which i installed has a slight effect but not enough to stop the machine switching off during many of my games. It records my GPU as getting incredibly hot. I am going to ring on monday to see if they can send out a technician with replacement parts. Does anyone know how long it takes for a response from Dell? and has the technicians actually been able to solve the issue so it performs like it did originally when I first got the thing?



Kai

Hi,

i’ve actually managed to get technical support to agree to picking up my laptop and run a full diagnostic and replace the appropriate parts, which im guessing will be the fans, heatsinks, maybe the graphics card etc.

but the real question is whether all our efforts is worth it? has anyone had their overheating issues resolved with replacement parts? because personally this will be the second time my parts will be replaced and obviously the first set of replacements did not seem to resolve this issue for me.

does anyone actually know the cause of the overheating? is it faulty components or simply a badly designed laptop?



Brandon Keenan

Ya I got this laptop from a friend and i have been playing Crysis on it and even the more simpler games on it such as NFS Undercover and it overheats after about 30 minutes of playtime….. i have it on a cooling pad and everything… I still have 764 days left of warranty but if I call for support would they replace the appropriate components or would they give me a new laptop…



BrianMadsen

@Brandon,

first off you have to realise that the components which they replace the old ones with are NOT new components – they are, as Dell calls them, refurbished components. Eg. faulty components, or components which has been removed from other machines then to be “fixed” and reinstalled into your machine.

secondly, the choice of replacement varies by country – some seem to have gotten the better of it and had the faulty laptop completely replaced with a new M1730 (which would be the ideal solution), and others end up with a patch job. e.g. they’re pawned off with refurbished components till they eventually fail.

@Kai, from what i can gather after having made a lot enquiries to other forums, blogs and laptop owners then it’s a fault in the graphics card, coupled with the fan controller issues that they’ve had. This causes the GPU to overheat and eventually shot down. The biggest problem with having the components replaced is really that they dont’ replace CPU or Ram – these seems to take a beating from the excessive heat as well.

I’ve decided to leave comment options open on this blog entry indefinitely as many more people are coming in with the exact same problems and hopefully we can help them out with a bit if information.



Brandon Keenan

Alright thanks for the info Brian but do you know what the grounds for getting the new m1730 would be? Almost them getting fed up with replacing the components or just because they would not have the parts in stock or if the computer was to be accidentally broken or what?



Nath

the saga continues…

Had a technician arrive today to replace the motherboard, fans and heat sinks. After installing everything the technician turned it on to test if everything was OK. It booted up fine, but after 3 minutes the left speaker started to screech, then the system immediately powered itself down. It turns out the motherboard fried…again. The technician said he suspects the speaker shorted out and fried the motherboard (but couldn’t be certain)and that I will receive ANOTHER replacement motherboard AND replacement speakers. This doesn’t make me feel good…



BrianMadsen

@Brandon,

sorry buddy – if i new the magic word i’d have had mine replaced long time ago.

from what i can see with others that’s had this problem then it seems to be persistence. Don’t take their excuses and don’t accept delayed times in them fixing it – keep insisting on your rights as a consumer and point out the warranty and NBD service that you have with them.

Involve Customer Service is the best bet – however you have to realise that you will have to give them the opportunity to have it fixed first before you can start to force them down the track of a full replacement.

my laptop is not coping very well with the heat right now – and i’m suspecting that i’ll have to call Dell in the very near future in order to get it fixed again.

Sorry i couldn’t give you a fix on this. Maybe somebody should take the steps to collect ALL the people that are having this problem and send a little notice to Dell about the M1710’s issues…. ;)



BrianMadsen

@Nath,

dang mate!!! the speakers fried the motherboard????

have you called Customer Service yet? i’d take this a step further and start getting a paper trail of complaints in for your case.

got to have something to refer to in their systems before you can get anything done by Dell.



Nath

Brian

Thats what the technician suspects, but he said he definately wasn’t certain. This morning I went to turn on the lappy just to see what would happen, and it actually booted up (after running diagnostics for about an hour, in which everything passed). But this just makes me worry more, because when the technician left yesterday it wouldn’t even turn on . I’m dealing with someone from Escalated Services at Dell, Im expecting a call from him on Monday so I will give him all the details then, and am definately going to push for an extended warranty.



Sean

Hi I’ve been following this blog for quite some time now. I also have the same issues with overheating, problems getting it fixed etc. But I was under warranty and sent my m1710 a few weeks ago in and just today got it replaced apparently with a brand new m1730. I was wondering if anyone could recommend a good program to view my temperatures? Also if anyone knew any good laptop coolers hopefully this m1730 will last me more then a year.



Brandon Keenan

Sean do you live in CA? And what did you say to the people at dell to get a new m1730? Also I would recomend going on dells website for a cooling pad.



Brandon Keenan

Sean do you live in CA? And what did you say to the people at dell to get a new m1730? Also I would recomend going on dells website for a cooling pad.



Brandon Keenan

WOw i just spoke with a dell customer service person and they are going to send me a new system that is equal or better than my current system within 10 business days….



Bharath

Hey Guys,I’ve had exactly the same issue over the past 2 years. I’ve been sent atleast 4-5 replacement XPS M1710s but none of ‘em run without issues for a year. Most of the time it’s either the graphics card/motherboard but its the video card most of the times.
Its the same story always….”An engineer will be sent out to replace the components….blah bhah bhah”..
But the worst thing is, these engineers who come out fix my laptop cause more issues!!
One of the guys dropped my laptop and caused it to scratch the other couldn’t fit the connections properly, some could place the keyboard correctly etc.

I gave to DELL like fck after the recently graphics issue, there are blue vertical lines(made of blue dots) at the bios startup and the system doesn’t boot up and causes BSOD with nvlddmkm.sys issues.

Anyway, the recent news I got from DELL tech support guy was:-

There are “known” issues with XPS M1710 GPU and lot of customers have reported the issue it seems, hence new GPUs for this model are being manufactured and being sent out to customers in a queue fashion(people reported prior to me will get theirs first).

So we customers are like the guinea pigs wherein DELL can try out their computers, and if you are lucky and still under warranty, you can get yours fixed.

I believe that the laptops should be very well quality tested before selling them to customers.

So anybody out there, will XPS M1710, nVidia Geforce GO 7950 and are having heat issues and crappy graphics…time to chase DELL up and demand your moneys’ worth!!!

Good Luck

-Bharath



Bharath

Brian,

I’m just interested in whats the final output of your brawl with DELL.
Mine is a long story too, with my laptop being replaced with 4-5 other ones.
I’m pissed off to the core with DELL. I have zero faith in them and in their laptops(which by the way should be called notebooks) cos they burn the skin off your lap!

Have heard today from DELL that model XPS M1710 has a common GPU problem and new ones are being manufactured by DELL and will be shipped out to all XPS customers who’ve faced heat/graphics card issues. Wow, it took a good few years for them to realize that their laptops are fucked up ha?!

Anyway, am waiting to have a word with the Customer Relations Office, will fight every penny I spent on my laptop.

-Bharath



Kai

Hi,

basically, with my case i purchased my laptop 16 months ago, and within 7 months my laptop was overheating excessively, and they sent a technician to replace parts. this seemed to solve the issue temporarily for a further 7 months.

recently, this december my laptop again was continuously shutting down due to over heating issues even with graphics turned down to a minimum, and i called up dell and aruged my case because although my warranty was expired, i paid good money for a product that was never truly functioning properly. and im sure Dell were aware of the faults with the m1710 so they offered to take my laptop away and run diagnostics and replace parts that needed replacing.

they came to take my laptop away on the 22nd dec, and it came back yesterday, 31st dec, which was surprisingly quick in my opinion. i expected it to take longer due to the many cases they deal with and the holiday period.

basically they replaced my heatsinks and all the fans, and for now this seems to have done the trick.

before repairs :- resting temp = 54-57 celcius
Peak temp = 90 celcius
when it shut down

After repais :- Resting = 43-46
:- peak temp = 65-68

For anyone who has experienced any overheating issues and their warranty expired. my advice for you guys is simply call up dell, and really express your annoyance and do not hold back, because this is the only way they will listen, and also if they do not seem to accept your case you can bring in all the info you gather off the internet, which justifies it is not a one off problem and is a problem that many dell XPS m1710 owners have and are experiencing with this specific model. and they either should repair the faulty components or for some lucky individuals give them a free upgrade to the M1730.

good luck to all of you who have been let down by dell to finding some sort of solution.

thank you for all the advice too



Kai

@ Bharath

i was wondering where you have heard that news from and is it trustworthy with no intention in saying that your not, because i just struggle to believe that dell will be willing to replace all the M1710 laptops that have had issues with over heating, just like that.



Ioio

My XPS 1710 finally joined the long list of knackered laptops. I’m about six months out of warranty but consider myself one of the fortunate ones as I’ve not previously encountered any problems. I think this is probably due to the fact that most of the gaming in my household is console based. I’m mightily pissed off that this problem is so widespread and that evidently DELL have been hiding behind some corporate knobhead procedure and not admitting to the fact that their GPU’s are not adequate for the job. btw does anybody know of another route to repairing these machines without going through DELL



BrianMadsen

@Bharath,

as @Kai said, i’ve be interested to hear where you got hat from? you said you heard it from Dell? could you point us in the direction of either 1) the person you spoke to or 2) something online which confirms it?

i’d be VERY interested in geting onto Dell about this as well.



matthias

heyho,
to answer most of your questions:
if your laptop is in warranty just call and you get a new gfx-card with a new rev on it.
opening your dell laptop and cleaning it out WILL NOT RESULT IN A LOSS OF WARRANTY. fiddling with onboard chips and putting non dell products in there will.
clean out air vents as dust will pile up in there.



BrianMadsen

Hey Matthias,

it’s the “if your laptop is in warranty” that worries me because there’s quite a few cases of people (just here on my blog) that’s just gotten out of warranty and they have the same product with failure as the rest of us do.

that being said, i noticed that my left fan is now not turning on and heat is building up on the right hand side again (great!!!!)…i can feel air coming out of the right hand side all the time and it’s warm, but the left side seems to be starting and stopping intermitenly.

will wait for it to fail. have had it open to look for dust and there’s barely any there.

got to love this…



MJS

Hi,

I too have had problems with my XPS M1710, first problem appeared after one year and 3 months, 3 months out of warranty so I had to buy a “new” video card (Nvidia Go 7950 GTX 512) with a 6 month warranty on it (even though EU states that any product should work fine for at least two years..) The new video card cost me 236 Euros cause I got a discount for returning my old card back.. at the time I didn’t really give that much notice but after reading about DELL replacing parts with refurbished parts now I am guessing my old card is just waiting to die on another DELL.. What is even more sad is that I paid 236 Euros for a card which probably was refurbished and had failed before..

Anyway after three weeks of waiting I got it back and it worked fine for 3 months and a week until the first of January (great way to start the year..) when it just crashed while watching a DVD, haven’t done any gaming lately and I’m still using Win XP so I can’t understand how that could tax the graphics system..

I will visit the DELL support centre to see what it is but im 99% sure its the VGA as I had various graphics glitches before it failed to boot completely..

I am very disappointed as even though I will probably get a new or should I say different video card it will fail again after a couple of months and the time wasted waiting for them to fix it is just annoying especially since I use my laptop to work from home..

I will definitely never buy DELL again or any other expensive laptop for that matter..

Thanks for all the support guys!



Michelle

Hi,

Just adding myself to this as well. Am now on my third graphics card. First one went one week out of warranty so got a local guy to repair/replace it plus motherboard. Next time was around six months later – took it to a different repair shop who managed to locate one ( took a while )but was just relieved to have it back. That was April 08.

Last week she died again on me, no warning, just went black. Tried to power back on but got nothing at all, just cap lock/num lock lights. Ran the test with Fn/power and got all three leds blinking. Left it for two days while I researched online and found this page. Was hooking it up to tv with s-cable to see if that worked when she actually came back on – immediately backed up but before that had even finished it was blinking madly so I went into Device Manager and disabled Nvidia. Am now using the XPS but obviously not for much, even surfing is a pain because just scrolling is a nightmare.

I refuse to buy another card as each time they have cost me £300+ but I was wondering if I could replace it with a different one that is compatible – does anyone know? I don’t mind downgrading. Hell, I haven’t played games on it since the first card blew.

Got a lot of interesting info from this page though so a big thanks to everyone.

Good luck all
Mish



BrianMadsen

@MJS

yeah – most likely you’ll get another refurbished card as well. Without a doubt, the refurbished parts are Dell’s worst service. You don’t expect your warranty to be covered with second hand parts – regardless of the fact that Dell will argue it till their blue in their faces that they aren’t second hand parts. Fact remains, refurbished means it’s been used at one stage or another and have been “fixed”.

Good luck with your problems.

@Mish,

there’s no other alternative to the two cards there was on offer – reason for this (and this was explained to me by technical support) is that the heat sink system and the cards are custom made for the laptop. Nothing else are compatible. So it’s either the 7900 or the 7950 GTX i believe..or was that the 7800? can’t remember the models to be honest.

shame that such an expensive laptop is reduced to being a paperweight..

Good luck with finding a solution..



Michelle

Thanks Brian for letting me know about locating a compatible card or rather the impossibility of it – you’ve saved me a lot of time and £££ too as I might have been tempted to go one more round with replacing the card again.

I can’t believe Dell have been allowed to get away with this and will never buy from them again, in fact when it comes to laptops I’m going low budget in future and spending the cash on a desktop instead.

Am going to leave my email here in case anyone wants to use me as proof of their case not being an isolated one and I might even try complaining to Dell tomorrow after I’ve calmed down enough not to turn the phone line blue when I call them.

Thanks again Brian
Mish



Ken

My GPU temp hit 93c last night and after finding this page, I’m getting a little worried that my GPU may just die, although happier that I’m not the only one.

There is probably a load of dust in the fans as the heat has risen over a considerable period. (Had it 16months) What’s the best procedure to follow considering I have a 3yr warranty:
A – Strip it down and clean out the dust
B – Let it fail and call Dell to fix
C – Call Dell anyway and tell them about the high temps
D – Do something else

Cheers.



Ken

FYI.
Have any of you seen this: http://forum.notebookreview.com/showthread.php?t=337289

Looks like M1710s are being replaced by M1730s becuase there are no M1710s left.



Clone

Hi All,

I too had the same issue with my Dell XPS M1710 and the 7950GTX card overheating. The system was 15 months old when the issue occured, thats 3 months outside warranty.

I was extremely annoyed as I had invested allot of money in this laptop and only envisaged it becoming obsolete in about 4 years, not a harware failur within 15 months.

I contacted tech support, we conducted some tests over the phone and determined it was the graphics card. I was then told the pricing department would get back to me regarding the cost for an out of warranty repair.

The pricing department contacted me they quoted a price of €504!, I protested that this was extremely expensive and almost immediately the rep came back saying they could offer me a discount of 30% bringing it down to €374. This made me feel even more suspicious about this issue so I left it there and began researching on the internet.

Thankfully I found this blog and some other forums regarding the same issue. I contacted customer support to argue the case that this is a design flaw in the laptop and I shouldn’t have to pay for the repair.

They diagreed and wouldn’t concede, off course they don’t want to admit it is a fault. They can keep on deluding themselves internally but the fact is its real and people are talking about it.

I contacted my consumer affairs board and got some good advice. I have since sent an official letter of complaint to Dell. They tried to contact me but I was unable to take their call. The message that was left didn’t give any indication as to what the outcome was. When I tried to contact them back regarding the issue, I spent 30 minutes being bounced around the internal switch, I spoke to roughly 5 people.

When I finallly got a person who knew what was going on, I couldn’t hear them properly, it seemed strange that everybody else I talked to I could hear then the person I need to talk to I can barely hear. I informed them that I couldn’t hear them properly and their volume was very low but they just kept on repeating what they were saying as if that made it louder.

So after 30 minutes of waiting and call expense I didn’t know where I stood. The next time I eventually got through to someone but couldn’t fully understand wether they were going to pay for the repair or not, I gathered they weren’t in the end. The problem is all the different departments you have to go through to resolve one issue.

In the end I have paid to have the card replaced as I desperately need this laptop for work and college assignments (I’m a mature student who relies on free lance work for an income).

I will be pursuing this in court to recoup my expenses and get a gaurantee or a total system replacement. I know this issue is going to happen again and if I don’t have a gaurantee I will be expected to pay for it again!!.

I’ll keep you posted



BrianMadsen

Hey Clone,

dang buddy – i’m sorry to hear that you’re hitting the wall this hard!!

and yes, convinient that you couldn’t hear the person that you actually had to talk to – could be coincidence…buuuuuut.

Good to hear that you’re taking it further and pushing for a resolution – please keep me in the loop as i’m very keen to see what the outcome is. If you do take it to court, and win, i’m certain there’ll be a flux of court cases coming on the tail of that!! so keep us posted please!



lee baker

i have one here with the same problem out of warranty as well. Just kicked off with dell and argued eu law states 2 years not 1. Also its a known fault, but they said its not. CS will call me back tomorrow.



Clone

Hi Brian,

Thanks for the support.

Lee:

Your right about the EU law, it states that goods of this type should last at least 2 years regardless of manufacturer warranty.

The problem is the CSR will not admit this as they don’t have the authority to or it goes outside the list of solutions on their monitor.
If they do admit it is a fault they are going to have to replace everybodies laptops.

Microsoft replaced all fualty xbox’s in and outside warranty. This was a good move to ensure trust and loyalty from their customers.
Everybody I know with an xbox now preaches from the church of Microsoft because of this.

I will be putting together all the information I can find regarding european laws and all the posts I can find regarding this issue for my own purposes, but I will be sure to update you all. (probably in a week, allot on at the moment).



Kai

Hi,

i would just like to say this blog has been extremely helpful, and thanks to everyone who has had input.

i’ve recently had my heatsinks and fans replaced and it seems to have reduced my running and gaming temperatures, but from the sounds of what most people are saying, that its a gfx card issue, does that mean its just a matter of time before the overheating issues arise again?

thanks.



Kyle

Hi,

Just wanted to chime in and say I’m having similar issues with my 1705 (Inspiron). All the info posted above has been very helpful… thanks everyone for sharing your tales of woe. ;)

My story is my computer has more or less run great since I bought it March 07. But three days ago I left the computer (running) for an hour or so, and came back to plaid screen and a “Windows failed to start” message. Numerous attempts to restart resulted in BSODs with the same message. Repairs and restores didn’t work, either, but I got it started in safe mode to backup all my files. I’ve now wiped the hard drive and am reinstalling Vista, with the hopes that I can get the machine up and running again.

Next steps (if that works) will be to clean out the dust, as others have recommended, and see if the plaid goes away. If not, looks like I’ll be calling Dell customer service about the graphics card (nvidia 7900GS)

Thanks again, Kyle



Rob

Just a note to everyone:

My M1710 overheats when using advanced graphics features – Bloom, AA, etc.

When none of these are enabled I don’t get any issues.

Secondly, when there are fire effects on screen (I mean flames, etc) my GPU temp shoots up to 100 + and shuts the machine down.

Finally, using the NVIDIA drivers with the card will cause it to become more susceptible to overheating – the Dell drivers caused no overheating issues (for myself anyway). It seems the NVIDIA drivers have features that Dell disable as they know they will cause heat issues.

But alas, the Dell drivers suck because they don’t update them often enough.

Talk about minefield. :|



Liam

First of all thanks to all who have contributed to this blog, a wealth of information here.

I am having similar issues to the above. Laptop would not power on, holding FN key and power on button showed 3 lock LED’s flash indicating Motherboard, CPU or GFX card problems. This happened Dec 31. Laptop 15 months into 3 yr NBD warrenty. Called DELL and they commited to Engineer on site Jan 2.

Engineer Replaced Motherboard and GFX card. System ran fine for almost 3 weeks. Seemed to think that dust inside had caused failure, but added that there is a known issue with overheating but other than that these XPS M1710/M1730 are bullitt-proof, it might be getting the bullitt yet. Also suggested that I should clean out the dust myself every 3 months or so. I would have no problem doing this but not sure if DELL’s CS department would like this and still honour warrenty?

Problem last nite, system locked up. On Reboot Green dashed lines and dots (like morse code) on boot screen, then system sits doing nothin. It will boot in safe mode. Updated the BIOS from A06 to A07, still no Joy.

Will be contacting DELL today. Will try the suggestions above with the l8kfanGUI but not too confident it will work.

I have bought 4 PC’s from Dell over the last 10 years and this is the first to give problems, typical that it is the most expensive and the most troublesome.
Keyboard and Power supply has been replaced along with the Motherboard and GFC card.

I have to say that Dell have always been good support wise, but it is intresting that refurb parts are what are used to repair. Strange decison that to send an Engineer out to repair a problem with refurb parts?

Anyway will re-post after the next DELL visit to see how we get on.



Liam

Just spent the last hour onto DELL.

They got me to hook up Laptop to external monitor, problem remained with Green lines on boot screen and then nothing after windows green LED bar. Could not use Fn F8 to transfer screen to the external monitor. When I booted in safe mode I could transfer to external monitor.

It was then requested I insert the Dell Diagnostics/Utility disk which I did not have. I requested that if it was needed to repair the PC that they shipped one out, at which point I was informed I would be charged for it. I disregarded this and informed the guy that I would discuss ‘payment’ with his supervisor.

They got me uninstall NVIDIA driver and boot up in safe mode. During boot-up was promted to install windows driver for Nvidia card, did this and on reboot lines still at boot up screen but at least the PC will boot. Max screen resolution is 1600 x 1200 using 16 bit colors.

They then got me to do a diagnostic boot, Fn & Power, no problems found. After a discussion with his supervisor the guy arraned to send another graphics card and also an new screen. These are due to be fitted Thursday. Will post again later when this is done.Will ask the Engineer fitting parts if they are New or Refurb.

Spoke with Tech Support Supervisor and explained I did not expect to be charged for a CD that would help DELL fix an issue with their product. This was acknowledged and apologised for. I also stated that this was the second attempt to repair the PC in 3 weeks and that I did not expect that there would be a third attempt and that if there was we would need to look at escalating the issue and do more than replace every part until the warrenty runs out. We’ll see what happens.



BrianMadsen

Well done Liam – taking a “firm” stance with their technical support operators is what’s needed.

On my issue then the australian summer is not working well with my laptop – performance is down to zip these days after i’ve done any small amount of graphics heavy work (such as playing a game).

My hard drive is basically the only thing that’s running smoothly – heat from the laptop is rising very, very fast now and the left fan stops running after a little while – then i get performance degredation en mass and it’s not until i’ve let the laptop cool down again (which takes some time when we hit 40c during the day).

Anyways, thanks for the info Liam and well done – handled that one really well!

Keep us informed.



Ken

I posted earlier in this thread.

Just to let you all know.. My M1710 graphics card passed away on Sataurday night….. :(

Dell are coming out on Tuesday to replace the card, I have some AS5 on standby.. Anything else I should get them to do?

I am 16 months in – into a 3yr warranty period. Could I argue for an extended period of warranty – maybe another year?

I will also ask if the parts fitted are new or refurb and will report back here – I assume they should fit new!!



Tom

Well. I read most of this and I know this is kind of mean to say but Im glad im not the only one having this promblem…Although I have had this laptop almost 3 years, I am just now having colling problems. Well I just started (within the last 4 or 5 months) playing a game on the laptop when before i never gamed on it. And without the cheap Belkin Cooling Pad, I can BARELY run normal operations. If Im lucky, i can get through a 45 minute game, but most of the time it just shuts down from over heating. Iv seen after market fans, I may try those, and if anyone has let me know how that worked out. Oh, and this is my 2nd laptop since the beginning. The first actually electricuted me, and they replaced it with a lesser valued laptop, but with some fighting, I got the specs that were with my original…that happened about 2 years ago, so I guess I have had this for 2 years. If I cant get the over heating to stop, I really want to get another, but Im scared now to get another XPS



Liam

Well Dell arranged a visit for the Thursday and this was confirmed on the Tuesday. A New LCD and GFX Card the solution!. Received a call on Wed to say no parts and sorry for inconvienience. Raised holy hell and generally got nowhere with Techhnical support who felt I should be happy that I was now in a queue to receive the 7950 GTX card. On Thursday Morning sent a letter detailing all that had gone on expressed my dissatisfaction to a friend of a friend who worked in Dell. 30 mins later had technical Support on the phone confirming that the cancelled service visit would in fact be going ahead within 4 hours, she knew which cage to rattle!

Engineer arrived with new GFX card and LCD and replaced just the GFX card as he was sure it was the issue. He also confirmed that all parts replaced under warrenty or at customer cost are refurbished. I told him he would not be putting a third GFX in my machine to which he laughed.

Laptop ran fine for 6 days. That I8KfanGUI program seemed to help, but the system crashed and reported a M1004 error, overheat shutdown suprise suprise. If running games this happens repeatadly.

Will contact the friend of a friend again and tell them that under the Repair, Replace or Refund of consumer law, the repair option has been used twice and is no longer and option, especially seeing as they are putting refurbished components into a €4000 system.

Really hacked off with whole thing. Have bought DELL for 10 years, but will never touch again. Will see how I get on third time with them and feed back what happens.



Ken

Dell as promised turned up and fitted a new GPU (complete with all attached hardware – heat pipes etc).

I asked the engineer if the part as new or a refurb, he replied refurb – and even then they had to source it from Belgium (i’m in the UK), apparently there are no new 7950GTXs left and even refurbs are becoming hard to obtain.

I had a tube of AS5 ready and the engineer pasted up the CPU but did not do the GPU (as it was attached to hits heatsink already).

Temps: Idle = Max:70 Avg:60
Load = Max:95 Avg:85

He also recommended that I should strip down the machine and vac it out every 2/3 months, and apparently this would not break warranty.

In conclusion I got the impression that if this one goes wrong in another year there will be no parts left to fit..



Tom

Well I am out of warrenty, and contacted Dell about getting a new one…they sent me a quote for it and for 3 years it was going to be $337…ouch. All for what? 2 or 3 trips to give me shitty refirb parts that wont work? I dont know what to do…



Ken

Taking out the warranty might be your best bet, these graphics cards are hard to come by.

I see earlier in the blog they where listed at £300+ ($450+) so a single failure would mean you got your monies worth.



Liam

Got on to the friend of a friend working for Dell who escalted to Corperate Executive Support.

Was contacted by said office who requested that they take the laptop for 3-4 days to repair and test system. I explained that this was the second attempt to repair a problem with the GFX card. They pointed out that first time it was the motherboard but that the GFX card was replaced as a precaution. I asked did they do failure analysis on failed components. They said they did. This is only done so as they can diagnose the problem with the component so as it can be refurbished and put into someone elses system.

I asked them was the first failure the motherboard or GFX card, they said they did not have access to that information. So I said if they did not have the Failure Analysis they could not say it wasn’t the GFX card the first time. He agreed. He acknowledged that the second time it most likely was the GFX card due to overheating, at which point I asked him to confirm that he was acknowledging that overheating was an issue, to which he reluctantly agreed there had been some issues with overheating.

At this point I stated it was no use putting refurbished part after refurbished part into a chasis with which there was a fundamental problem, namely overheating. Furthermore whilst the unavailabilty of the NVidia 7950GTX was not a Dell issue, there is something wrong in the design process within Dell that allows a component to be End of Life when the product is only 2-3 years old.

At this point I stated the only two options we had left were replace or refund. He then went away and talked to someone. He came back and stated that they would replace but that they would have to come up with a spec on the M1730 as the M1710 .

The next day recieved an offer and after a few tweaks they offered the following

M1730 XPS Intel® Core™ 2 Duo Processor T9300 (2.50 GHz, 800 MHz FSB, 6 MB L2 cache), 160GB Free Fall Sensor (7200RPM) Hard Drive, DUAL SLI 512MB NVIDIA® GeForce® 8800GTX card, 2048MB 667MHz Dual Channel DDR2 SDRAM [2x1024]

My Original system was XPS M1710 CORE 2 DUO PROCESSOR T7600, HARD DRIVE 160GB SERIAL ATA (7200RPM), 512MB DDR3 NVIDIA GEFORCE GO 7950 GTX GR, MEMORY DUAL-CHANNEL 2048MB (2X1024) 667M

I had since upgraded the RAM to 4Gig and the HD to 320Gb (7200RPM) which will be transferred to the new system. All other features such as Blu-Ray Drive and Nex Gen N series Wireless and Blutooth are also on the replacement system. They also included a 2 year warrenty and accidental damage on the new system.

If it was not for the friend of a friend I do not think I would have been as quick getting the issue resolved. That said it pays to be firm but be courteous, do not loose the head. Use the facts to your advantage.

If the same part is being replaced
Ask has failure analysis been done
State that the 1st repair was not a permanent fix for the same issue and as such the only options that remain are replace or refund.
State that refurbished parts are not acceptable. Ask to speak to a customer support resolver, they are based in the UK I believe.

I am somewhat relieved that Dell appears to have stepped up, that said when I was dealing with Tech Support I got nowhere fast.

Good luck to all who will find themselves in a similar situation, persist, be firm, be courteous and use the facts.



SeanM

Same problem here: M1710 with a Go 7900 GTX/512K Nvidia card getting intermittent screen artifacts before freezing. On (hard) reboot, artifacts appear on the bootup screen and then it’s random as to whether bootup succeeds on not.

The problem first surfaced last October after 22 months and well after the warranty period had terminated. I bought the laptop in Germany before moving back to Australia.

Back in October 2008, I bought a refurbished 7900 card on eBay for almost US$400 including shipping. That worked perfectly for about 2 1/2 months and crashed suddenly while playing Battlefront I! It now has so many morse code-like artifacts on the bootup screen that I can’t read any possible error messages. The computer does not boot while that card is in the system. In fact, my experience with the ebay refurbished card parallels other posters here with their experiences with Dell’s refurbished replacements: failure of the replacement card!

I have returned to using the original video card, which still gets occasional artifacts and crashes (totally freezes) from time to time but at least I can get some use out of an expensive laptop. Of course, no more games, not that my m1710 was ever used much for gaming, perhaps occasionally on weekends.

When I exchanged the broken card with the original one yesterday, there was hardly any accumulated dust and I now always run i8kfanGUI with the fans on full, as recommended by others here.

I am going to see if the ebay guy will fix his card, but having bought Dell’s since the early 1990s, I am extremely disappointed. There is clearly a design flaw in this expensive, so called “top of the range”, laptop. From what others are saying here, out of warranty claims are getting short shrift given that Dell apparently has insufficient supplies of refurbished cards to give to warranty claims. My case is complicated by buying in one country and moving to another, although before buying I cleared it with Dell to export the computer to Australia. The only answer would be for Dell to upgrade everyone to the M1730 – an acutely expensive route for them to take but the only way for me to regain my trust in a Dell system. A refurbished card, whether from Dell or elsewhere, is simply going to breakdown in the not too distant future because the underlying problem has not been solved. The M1710 was advertized as a top of the line gaming system, and it breaks. It’s that simple.

I am curious about how these refurbishments are being conducted. Do they simply reflash the firmware or are they actually replacing chips? I ask this because with my original Dell card, when it first started freezing, it would crash several times per day. At some point, before I received my replacement eBay card, I managed to reflash the video BIOS and from that moment on there was a noticeable improvement – it still had the occasional artifacts on boot and crashed perhaps once per week. And I do mean “video crashes”, where a part of the display becomes suddenly garbled and pixelated, then the entire system freezes until a hard boot. I’ve never seen this type of crash on any other computer.

I also own a Dell Inspiron 9100 and an Inspiron 6000, as well as several of their desktops from earlier years. But I’m afraid my love affair with Dell is coming to an end.



Jetman

Hi everyone,

Firstly a massive thank you for the tales of dealing with this problem on here, it really helped me to focus my case to Dell when the same issue happened to my M1710.

My laptop was 3 weeks out of warranty when the card failed last October. I was in Spain at the time training and returned home to the UK at the end of last year. Phoned Dell before I came home and was told to await a call with a quote for a replacement. I wasn’t called.

Back home I called again and after being transferred several times someone arranged to run the diagnostics again, confirmed the video memory failure. Then we did a “fix” that involved uninstalling the driver, updating the BIOS and then installing a new driver. It worked…for 3 days.

This was all in the middle of sorting out a job, family and so on. So I eventually became fed up of only having safe mode to work with and phoned again to try to get them to realise it’s a design fault…they weren’t having any of it!

Next thing I did was wrote a letter of complaint to the Dell HQ in Bracknell, UK about the issue with links to websites like this that highlighted others were having this problem…typically just about 18 months into the laptops life and just outside the standard 1 year warranty like mine!

I was then telephoned by an employee, and to be fair he was nice about it and offered a discount to get it replaced. Furthermore I was then asked to run the diagnostics again to confirm it needed replacing (no surprises when the results said it did!) and he arranged for someone to call with the cheap quote. The call did come this time, and I was quoted £262 including the VAT and the offer of an engineer out the next day. This made me laugh considering two weeks earlier I was told they had no stock and they were on back order!

That is a lot of money for a refurbished card with a proven history of going wrong in this laptop, so I didn’t accept it. I tried my utmost with several websites and images to show to Dell that there was an overheating problem, but to quote the gentleman he was “looking for something official from Dell or Nvidia”. Which obviously isn’t going to happen considering the financial implications of admitting a fault with the graphics card.

It was time to step it up a notch, so I found the e-mails of the Dell executives and sent the complaint letter to all of them and the guy from HQ I was dealing with. 10 minutes later an e-mail back from him saying they’d replace it free for this one time, which I accepted. I also purchased a 2 year warranty at a discounted rate of £92, so for now it’s all working…still hot, but working.

Throughout the time trying to get it fixed I was increasingly frustrated by the sub-standard support, a lack of awareness to a degree and their inconsistency. Previous people who have had this problem have had one of three solutions:

1. Told they can’t do anything about it.
2. Asked to pay for replacement if not in warranty, replaced if in warranty.
3. New M1730 laptop.

Anyway, hope this helps and if anything else happens I’ll let you know!



dell no!

I had the same problem with the 7900 gtx video card on my m1710. Green streaks, characters, and lines at boot.

I do not have warranty anymore and can not afford another video card.

I think we should write dell a mass email and get our video cards fixed!



Drekhh

Hi guys,

Thought I would provide an update on my system. My m1710 had suffered from numerous BSOD reporting hardware malfunction (nmi parity error) and overheating and graphics card issues, posted here October 28, 2008. After replacing the graphics card a third time, all refurbished parts by the way, and still the issue was not resolved, Dell finally upgraded to an m1730 with a further years warranty :-)

Awesome I hear you shout, yes well guess what? Yep, 2 months in and BSOD, hardware malfunction, nmi parity error. Aaarrrghh!!!

Contacted Dell tech support and ran diagnostics, all tests passed reporting no fault (kinda what I expected) and tech supports response – obviously video card fault, to be replaced with some refurbished crap. I’m still trying to figure out this logic while I draft my letter of complaint to Dell customer care. Will keep you posted

Drekhh



Tom

So seeing as I am out of warrenty, and Jetman, you said you were out of warrenty, but barely, is there any chance I can get a replacement? Because, it doesnt matter what settings i run my games on, it runs fine for about 5 or 10 minutes, then either crashes the whole computer completely, or completely freeze. Then after I do get back the the desktop, I crack open a couple eggs and fry them on the bottom of my 100 degrees celsius laptop :)



Jim

Yup, my 1710 Video card burned out last week 2 months out of warranty. They will not replace it even though it’s a widespread issue. I was pleased to let them know that I won’t need out of warranty service and that I’ll just throw my $3500.00 laptop into the garbage and get a Mac. What about a recall or a Class Action suit?



Terry

I’ve had te same issue.
in july or something the M1710 started overheating while gaming. For some reason, the character selection screen in world of warcraft just kept the heat increesing without ever stopping, but also ingame, and in other games I had some shutdowns.

I called Dell. We ran the diagnostic tool, and it showed no errors on anything.
He said my warranty had run out but for a prize they could check some memorythings or something, so he should send me an offer on email.
I never got any email.

So.. I turned the performacen of the whole computer to minimum even thogh it hurt my feelings to have bought a verry expensive gaming laptop only to not be able to use it’s power to the max because fear of overheating.

Anyway. it worked on minimum settings for a while, until one day in January, where the whole PC crashed, and I got blue Dots all over the screen when I booted.
Windows did not start, and I called Dell again.

This time they said that even if the warranty had run out they would fix this,(it was only the “next workingday fastfix thing” that runs out).
So they came and picked up my computer, and whitin a week delivered it back to me whit a replaced graphics card.
Now I was happy. I set the performacen to good again, and started playing.

It lasted 1 month.
Yesterday My PC sut down again, and this time Iget pretty Green dots over the screen, and windoes will not start.

I called dell 30 mins ago, and I will have to send it in again, and replace the graphicscard once more.

The next time I buy a PC it will be a cheep Desktop, not an expensive laptop.

– Terry



Joe Wulf

My XPS 1710 has been having these overheating problems lately, too—crashing notably. During the last couple of heat crashes, I noticed the physical temp was REALLY high up near backspace key (felt with my hand), and the area surrounding it for 3-5 inches, especially back towards the hinge connecting the display.

Found this site today when I’ve gone looking for into. Lots of good discussions, info and insights–Thank you to all of you! Haven’t called Dell yet, but that is likely next on my list, as I’ve just checked and have about 400 days of warrenty left.

First, I got a targus flat underfan, that my laptop sits on, which provided marginal benefit. Second I took some time to clean the laptop (its right under 3 years old, and x32 to boot). Lots of dust. But still has the heating up problem. I just got the i8kfan software, installed it, and have been checking it out. Way cool tool.

With both of my fans forced to be on, and at max speed—after the last 10 minutes, my readings are as follows, and this is with a pretty light CPU load (and 3Gigs of mem):
-CPU temp 1/2 64/75 F
-GPU temp 109 F (fluctuates between 109 and 114}
-Mem temp 100 F {fluctuates between 100 and 103}
-Chipset 100 F
-HD temp 96 F {only one 120GB internal drive}
-Fan #1 4239 Revs
-Fan #2 3754 Revs {not sure why this one is ‘slower’ when both are maxed out}
-CPU Load ~5%

Then for contrast, I simply turned the fans off, and in less than three minutes was at:
-CPU temp 1/2 107/115 F
-GPU temp 151 F {This is clearly the bad one to watch, omg!!}
-Mem temp 113 F
-Chipset 111 F
-HD temp 99 F
-Fan #1 0 Revs
-Fan #2 0 Revs
-CPU Load ~5%

I then maxed the fans out again, and timed it to watch the change back down. Took about
4 1/2 minutes to return the temps back down to where they were before, except for the GPU, which took over 9 minutes to get back down to 109 F.

WOW!!!!!!!!!!!!!!!!!!!!!!!

My concern now is: How long will these fans last when maxed out 100% of the time?

Any other thoughts, insights or recommendations?

R,
-Joe



Tom

Joe, I found out about the fan program about 6 months ago, and keep the fans maxed out all the time and Iv never had a problem. I too have a cooling pad, but its one from walmart, so I dont really know if it helps all that much. But I would definately call Dell if I were you, and they will either replace parts or replace your laptop completely. Seeing that I am out of warrenty, I cant do that. But a question to all, hopefully someone can answer. Has anyone ran out of warrenty, then tried to get it back at a later time? I never renewed warrenty, and now that my laptop is having problems, I would like to get it back…And I got an invoive from Dell from the “expired warrenty services” and I want to make sure that this is what I need. Iv talked to some people I know, and they say that sounds too good to be true to just be able to renew your warrenty whenever…so I guess I just want your opinions on this…



Chris

well i have had the xps 1710 for two and a half years warranty expired 1.5 years ago for the last 1 year almost i cant play games or watch videos with out the kaleidoscope effect happening system over heating shutting down. i just got off thep hone with dell canada i asked for a supervisor right away and toldd them all my problems and about this site he said he was well aware of the problem and is sending gout a tech to replace the heatsink 2 fans and cpu . Im hoping this fixes the problem or else im escalating this situation with this design defect. Im sick of basically not being able to use my 4000 dollar laptop cant play games cant watch movies can barely surf the net or burn a dvd with out the wash out effect happening. the system gets hot and unresponsive an lags. Hopefully this free repair job fixes it



Mike

Hi everyone, I have a bad charging port on my M1710. I need to get inside the laptop to replace it and clean it. Does anyone have a link for a pdf file etc… that shows how to properly get into the unit without screwing something up? Thanks for your help, Mike



Shane De Groot

I am also having problems with my XPS1710 purchased in August 2007, all was ok until the other day (Tues) pulled it out the bag to start it up and it boots fine but I have no display at all, I called Dell and got a friendly gent who ran me through some tests, Power on and hold the D button, nothing, then another test hold down the Fn button to get beep codes, no beep codes at all, strange thing is I can hear the Windows sounds and when I type my password I can hear it log on fine, the tech then says it must be display is faulty, I am thinking its the video card as I cannot get any output from the external adapter either. Dell Technician advises its now out of warranty and they will not cover it. I am now out of pocket for something that cost so much initally, I am going to take this up with Dell Customer Service, I love my XPS 1710. Till now its been a dream. I have named my XPS. Hopefully Dell Australia will understand they have legal obligations regarding statatory warranties and come through with a replacment Video card at no charge.



Adrian

arghh! Never used my XPS1710 for games, I use it for s/ware development. Has been brilliant for 12 months, but last night went to put it to sleep and found it there in the vista boot screen with lots of vertical dashed lines. Gets so far, then blank screen, then a BSOD with nvl…..sys error. BIOS screen also contains lots of dashed vertical lines. Can boot Vista in safe mode and everything works (albeit with awful resolution), so have been able to copy latest stuff to my NAS drive. When I get back from the office I’m phoning Dell, the machine has 23 months of warranty left, but after reading this forum, I’m concerned about the machine.

Booted, F12, diagnostics, no GFX problems reported. All tests had passed.

I haven’t pushed the machine – recently I’ve hooked it up to an external LCD panel so the laptop screen is at 1900×1200 and the panel is at 1280×1024 but that shouldn’t cause overheating should it? The rest of the time I have eclipse running, firefox, ie, VPN connection to work, skype, thunderbird, citrix connection to work. Memory consumption is about 65%, its got 4gb in total.

I bought this machine because of its spec and it was a lot less £££ than a macbook pro that a friend tried to convince me to buy. Guess I should have listened to them :-)

Fingers crossed for a speedy resolution from Dell.



Ken


..

Hello all

Thanks for shareing your stories!

I ofcourse haveing the XPS M1710 have had the exsact same problem, so I will try to clean it out, but I really want a laptop cooler, to keep it extra cool, so im sure it dosn’t shutdown anymore!

I have read a cupple of reviews about Laptop coolers, but I’m still puzzeled about wich one is the best, especially for XPS M1710?

So please tell me what you all think is the best laptop cooler for the system :)
Thx



Adrian

On startup, if you hit F12 and run the diagnostics, once it has completed the memory tests (takes a while!), you have the option of running custom tests. As soon as we ran that on the video components, a read-write error came up for the GFX card.

As soon as I quoted the error code to the Dell tech support rep (they have a dedicated XPS support line 24×7 in the UK) they were pretty swift with getting an engineer booked in to replace it. They then passed me to their boss who explained that they had to order the part specially from within Europe (does this mean hunting for one somewhere, anywhere?) and they would hope to have it for fitting on Thursday. I will be asking them if its a refurb card if they do arrive on Thursday.

The machine is sited on top of a table with adequate space around the sides and back of the unit. The room is not dusty; I feel I shouldn’t need to buy a laptop cooler as well, but what do others think? It kind of makes it less of a portable solution, although due to its weight it doesn’t get lugged around much!



Jacky Morgan

Hi Brian,
You mentioned the M1730 model doesn’t suffer the same overheating and other issues as the 1710. Do you know what Dell have done differently in the 1730 to solve the 1710 issues?



BrianMadsen

@Jacky,

I think a few of the things that’s been done differently would certainly be the type of mobile gfx card.

according to my searches it seems that the predominant issue is with a couple of generations of the GO range from NVidia.

I also believe that the cooling system has been changed – however i can’t vouch for that.

everybody i’ve spoken to so far hasn’t had this problem (as consistently i should say) with the M1730 as it appears to be with the M1710.

however, at the moment, the idea of buying another high end laptop from Dell is contemplated with very mixed emotions for me…hearing that it’s improved but still having that funny taste in the back of my throat makes it hard for me to decide.



Jacky Morgan

Thanks Brian,
Your feedback was very helpful. Do you think the problem is just specific to the GO range. Is the NVidia card the only one compatable the M1710. Or is it regardless which ever card used, this won’t last due to the M1710 design.

Reading a couple of other reviews I’ve acertained M1730 owners may still experience problems with NVidia 8700 graphics cards. Some having upgraded to 8800 graphics cards seem fine.

I have a M1710 only 14 months old which has had four card changes. I don’t game but wanted a high-end machine for graphics work, so mine hasn’t been exactly pushed. Under my ext. warranty no doubt I’d be in line for a few more fixes. However if Dell offer a replacement M1730, wouldn’t contemplate if the same issues are likely to arise.



Matchbox2022

Hmmm, yes I’ve felt the sting of this stuff before. It seems that the newer drivers along with inadequate cooling is a serious issue, it’s caused one of my gcards on this m1710 to fail already.

The fans have enough cooling power, but BARELY enough. I’m planning to put new fans in that pump out more air. Also to note, the latest bios A07 has shitty temperature control. Absolutely shitty.
Don’t use it.

The Best one I found was A03 it actually kicks the fans on max when the gpu get close to 80C like it should.

Also, good for you guys to know, is if you have a T7600g processor, you can set the overclock in the bios to 3.16ghz in order to have the fans on maximum all the time if you plan on gaming that day or smth. You should download RMCLOCK though and reset the clock to 2.33 once you’re in windows, that way you have great cooling with stock speeds after all. (Plus if you even think about gaming at those clocks it will immediately throttle you down to 266mhz, mind you I don’t blame it for this heat pack.)

I’m attempting to make a website thats going to address all of the m1710 issues. A big part of it is cooling.

By lapping the heatsinks, apply AS5 to the gpu, cpu and northbridge, and by adding some fans and spaces inside, and forcing the fans to maximum, you can get the temperatures much lower, to the point you can game without issue. I’ve done all of the above and even though you should not HAVE to do that by all means, it does help immensely, the highest my gpu gets now when gaming has been 78C. Haven’t experimented too much with the newer drivers, I hope the heat issue is less of an issue with them. Oh and btw, thats 78C WHILE the card’s overclocked at 681/876 with the cpu at 2.5ghz.



Ken

Hi.. Me again.

I reported my M1710 to Dell becuase on a game my GPU as reported by I8KFanGui (with 8 degree offset) hit 104c and the system downclocked the CPU to 2ghz (from 2.33) to cope.

Dell got me to run a few basic tests which all passed but are now going to come out and replace the MB, the Heatsinks and the Fan, even though all passed tests.

So as you can all probably guess this is going to make no difference what so ever.

I still have 500days warrantee left luckily so not a problem, but how long should I (we) put up with a machine that cannot even run correctly at stock speeds. (Nevermind that fact that I have the 7600G processor that I would love to OC – but feel I dont need a toaster at the mo).



Josh Graham

Heya,

I recently bought a Dell XPS M1710 (used on ebay) with warranty until 2011 (June) and almost immediately had this problem! I contacted dell and should be getting an engineer here on tuesday 14th April (2009) to look at and repair any faults… if this fails, what are the chances of them replacing my Dell XPS with a new M1710 as I heard they are discontinued and I doubt I’ll be lucky enough to get an M1730, that kinda thing just never happens to me…

Thanks guys



Matchbox2022

The cooling SUCKS on the m1710. Unless you have dual heatpipes and force your fans on full you WILL have throttling and lockups from gpu heat.

The cpu is throttling because the bios is attempting to lower the gpu temps by limiting the number of frames it will send to the gpu.

I’ve examined the issue stem to stern, no motherboard replacement or new video card will help. The only thing to do is to either replace the crappy cooling setup they have in there (possible to do but you can’t be afraid of going into your laptop) or to force the fans to their highest setting and downclock the gpu clock by about 25mhz. If you guys need me to I might be able to walk you through it, but if you wait until the end of april I’ll have a website up describing it all.



Matchbox2022

@Ken

You are probably running bios A07.

Download and flash the A03 bios from dell, it won’t allow the temperatures to go that high. Also if you have the T7600G, set the clock to 3.16ghz (wait for it … :P) and download RMClock utility. Set it up so it immediately downclocks the system to 2.33ghz on startup. Your heat issues should be ‘ok’ then more or less, it certainly won’t go that high.



Bonno

Hi Guys

I just wanted to say that I had the heat problem just like above, no warranty as I bought the M1710 second hand.

Today I striped it down and cleaned out all the crap behind the fans and its now running much much cooler and my games are running much much faster! awsome! There was a hell of a lot of dust behind the fans. If your unsure about doing this check out the service manual on the dell web site. Im clueless when it comes to pc builds but it was very easy just using common sence. Hope this helps.



Ken

Ok – Dell have now replaced the MB, the left handside Heat Sink and both fans. – Situation still the same.

Engineer commented that the system was fairly dust free and said there was no point with replacing any parts – I agreed but said I did not want dell to have yet another excuse to replace parts again.

@Matchbox – Yes I’m running A07, could try A03 and the RMClock downclock of an overclock, but surely the point of all this is the fact that the M1710 is basically flawed – its thermal design is poor.

I’m sure dell could do a minor design change and develop a new motor for the GPU fan that ran 50% faster, more noise but less heat.

OK.. So what do I do next, I think I’m going to put a new call in saying temps still reachin over 100c, but what should I allow them to do, should I just say fix it or replace it. or….

Thanks,



Josh Graham

Hey again… Dell engineer came today, replaced fans and video card… no help at all, still overheating. Contacted my “dedicated” support guy and recieved what must be a bot response with exactly the same form i filled in a few days prior so an engineer can come on friday… if he couldnt fix it today, I wish him luck then. Where do I stand if it cannot be fixed by the engineer?

Thanks

Josh



Matchbox

You guys should really try an older bios. If your fans are clean and they aren’t kicking to high gear soon enough you’ll overheat, even desktops have that problem. Seriously if you are gaming, have the fans on at all times on full, either by using speedfan, or if you have no control, by using the bios trick i listed above. Be sure you’re not overclocking the gpu.



Matchbox

From what I’ve seen the latest bios sucks with heat, mostly because it won’t throttle in time and won’t kick on the fans (dell probably thought this is too preformance limiting and too noisy, let’s let it be hotter), ttry A03.



Josh Graham

UPDATE: Second engineer came today and replaced the mobo and video card (again) and in less than an hour after he left it overheated. Dell called me and left a message saying that they want to take it to a depo and perform crazy experiments on it for a week. I sent the following email to my support guy:

Hiya,

Just got the answer machine message on my mobile, didn’t hear the house
phone ring so can’t tell who answered it. I go back to college this Monday
(20th) and will need the laptop as I am doing a computing course, however I
cannot use it if it keeps overheating… It is extremely inconvenient to
have to loose my laptop for a week and there is a lot of data I cannot
backup as I do not have the capacity to do so. It seems to me that this
laptop is quite clearly, faulty, and as such my legal rights are that you:

1) provide a refund

2) provide a piece of equipment of equal quality

3) provide a piece of equipment of better quality

Please consider your options and get back to me with a response as soon as
possible, I’m sure you understand how important college and my studies are.

Josh

We’ll see what happens. (P.S. Thanks to the guy I stole that legal stuff from, hope you don’t mind!)



Ken

OK Tried A03 BIOS – it did seem to help..

However tonight I played the excellent Total War: Empire and after quiting checked the heat output. GPU (acording to FanGUI hit 104c, thats with the +8c offset – are we sure that the +8 is right because HWMonitor and GPUz allways report 8 lower thanFanGIU.

Anyway even at 96c – thats way too high, I’ll be reporting that to Dell when they ask for feedback, oh and the fact that my laptop is now minus 1 locking screw, enginner did not put it back.

@Josh – the best of luck with your endevours. I may be following your lead shortly.



Josh Graham

Sorry to hear about your problems Ken hope they are resolved! Thankyou, expecting their call between 4-7pm tomor…well today now!
Josh



Josh Graham

Just spoken to a manager, now instead of taking it away they will send another engineer this Friday (Friday was my request as a day off) to change all the heatsinks… Anyone any advice what to do if that doesnt work (which after the last two changes it probably wont!) as I’m not sure where to go from there!

Josh

P.S. Any luck Ken?



milo_nas

yep.. same comments here!

luckily, still on warranty.. but only for a few months more… DELL has replaced my motherboard twice, my video card twice, the fans, too ….

i thought it might be overheating issues…

seems that these comments point to that prob…

what the heck ? what are we supposed to do ? work in a meat locker?

i don’t want to buy anything new for this, this machine should work fine on its own.. it was expensive enough to do that…

i guess i’m just adding to the stock here of these comments so maybe the issue is raised enough to bring some change to the response of ‘just keep replacing parts as they burn out and when warranty is over you’re SOL..’ is there any other thing to do? at least get some kind of warning that the machine needs to cool down ? my machine always feels pretty warm no matter what i’m doing ….
i have been playing EVE online lately a lot but how am i supposed to know if that’s causing my computer to fail ????



Ken

@Josh
Changing the heatsinks will not work (unless yours are clogged with dust), my engineer (who replaced the LHS Heatsink, commented on how clean it was and suggested it did not need replacing – I agreed but told him to replace it anyway (1 more excuse less for Dell next time).

If they are replacing the same parts then there has to be a persistent fault, I beleive that in the UK anyway – that may well come under the “not fit for purpose” clause and it is “unreasonable” to expect it to fail for the same problem again and again. In which case you have the three options listed above that you stated.

I have heard that talking to Dell tech support will get you nowhere – others have used the customer services route to push there case, some have had their M1710s replaced with M1730s which apparently do not suffer this annoying heat problem.

@milo_nas
EVE with the default video setup WILL overheat you GPU when you are in-station in minutes. No software ever written should cause your machine to overheat – providing it does not do such bad things as overclock you GPU/CPU – which EVE does not.

You will no doubt be hitting the auto underclock of the CPU as your GPU heats up – a stock clocked machine should NOT do this.



Josh Graham

Hey guys, can you please help me distinguish exactly who I am talking to? Tech support or customer support?

The email signatures say
“Regards,
Siddharth Tiwary
XPS Email Support”

and the email address is UKI_TS_Inspiron_Support@dell.com

Am I speaking to customer services or tech support?

Also thanks for the info Ken!

Cheers!



mmatchbox

trust gpu-z, what it’s reading is more than likely correct. Also as a sidenote, what drivers is everyone using? anything past 84.69 has given me heat issues as well. Also using speedfan to force the fans to full if you are able to will help the problem a lot for gaming, because get this, the fans typically don’t go to 4600rpm (full speed) when in a game unless the ram temperature on the gpu gets high enough, which it doesn’t seem to. An easy way of doing this is downloading RMClock Utility and setting your cpu freq to 3ghz in the bios if you have a t7600g, then downclocking the freq in rmclock so that your fans will be forced on.



Ken

Dell asked me to run some tests using a product called HOTCPU and rthdribl < - a GPU heat tester. THe hotcpu works fine but the other does not stress the GPU - it only does 4x AA - I tired "GPU Caps Viewer" and it works fine - my GPU as far as FanGUI is concerned reached 105c just before the whole machine shutdown - the first forced shutdown (more of a power off) ever. The following is an email I'm sending to Dell..

I have run the Hotcpu with the following settings:
Burn IN - changed memory from 64mb to 1024mb.
Clicked the Cpu Burn IN button (Top).
Clicked the Memory Burn IN button (Bottom)

I ran the tool for about 20 minutes and at stock speed (2.33 Ghz) the speed as measured by Performance Monitor (under Windows Vista - using permon.msc) was
Unchanged, the temperature of the CPUs as measured by HWMonitor never went above 72c.

The GPU stress test you sent a link to does not put sufficient load on the GPU as the max Anti-Alias setting is only 4AA not the 16AA the card is capable of,
I located an alternate tool called "GPU Caps Viewer" http://www.ozone3d.net/gpu_caps_viewer/
This allows for the GPU to be fully tested to determine how much you can overclock it before you hit thermal limits, notice I said overclock, obviously the GPU in the
M1710 is not overclockable and hence the tests can only be run at stock speeds.
I set the display to fur render test to 1280w x 1024h and MSAA to 16x i.e. the max AA this card supports.

After a few minutes the heat in the card as read by HWMonitor had reached 97c (or fangui with the 8c offset at 105c), Performance monitor at 103-104c down clocked in quick steps
To 1000Mhz then the system powered itself off at 105c (this is a first) so I could not screen grab the info.

Clearly the fact that a stock clocked machine – not even making use of the 7600G processor I paid significantly more for, and at the time a top of the range GPU cannot cope with
the heat it generates when pushed to its design limits.

On resting and restarting the machine I got a nice message about the machine being warmer than expected, and the #M1004 error.

The system restarted OK – as proof this email proves.

I am now considerably concerned that I have been extremely close to a auto-shutdown on some games, (I had previously seen the temperature read 104c), and that by playing games
on my game orientated Laptop which was the flagship model for Dell and presented as the Ultimate in Laptop Gaming is now potentially subject it to overheating whilst doing what the laptop was
designed for.

I look forward to your response.



Josh Graham

Can someone please provide me with a customer services telephone number or email address please? Browsing the site I can only find forms that require customer/order/invoice numbers, none of which I have as I bought the laptop from someone else! Thanks guys!

P.S. Dell engineer came AGAIN today, (Fourth time!) and changed mobo, to no avail…



Josh Graham

UPDATE: Well they are now carting it off this Friday to perform evil experiments and such on it to try and diagnose the problem… Despite my insisiting this was extremely inconvenient as I’m doing a computer based course at college… So I will be computerless for a week and I can’t help but think the issue will continue on after this check up… What am I entitled to should this not work? Surely I have now given them every possible oppurtunity to correct the problem and am entitled to either a full refund or a replacement of equal/greater spec?

Josh



Ken

GPU hit 105c and powered the system down. 1st time this happened.

Dell want to replace the MB and Fans – again.

So sent them this:-
Quote:
Thanks for getting back to he, you’re as helpful as ever.

This will be the second motherboard in under a month.

Can I have an assurance from Dell that this will fix the reported problem – i.e. the problem, that as the GPU gets hotter, the CPU down clocks, and eventually powers the system off to prevent damage, because I do not want to enter into what seems a perpetual Motherboard, Fan, Heatsink, GPU replacement cycle for what is starting to appear as a consistent fault.

I would like Dell to state that this visit will be the last for this issue. i.e. no futher issues with fans, gpus, cpus, heatsinks and motherboards.

Please respond before I organise again to take time away from my client to have this issue resolved.

/quote

So lets see what happens… I’m getting thouroughly “miffed” at this.



Ken

The Saga continues:

Got this reponse from Dell..

I tried calling you today on # and have left a voice mail for you. Please confirm me the address details and the date when you would like the service to be arranged.

I understand, its concerning when the system board of a machine is replaced so frequently. I “ll assure that the technician who comes check for the complete hardware functionality of the machine. We may have to reinstall OS and Drivers. Hence, I would suggest you to take a backup of important data.

I shall be awaiting your response.

So… I responded back with:-

Thanks for the reply. I fail to see how a re-install of the OS/Drivers will stop the over heating, It is like saying that the laptop does not overheat when it’s turned off.

Can you explain the reasoning behind replacing the OS and Drivers and how that relates to overheating?

I also note that you have not actually answered my question regarding the following:
[Quote]
I would like Dell to state that this visit will be the last for this issue. i.e. no futher issues with fans, gpus, cpus, heatsinks and motherboards.
[/Quote]

I need to get some assurance that there is a FINAL solution to the problem, this has not been stated.

Once I have that assurance I will glady take time out to have the Laptop fixed… again… for the final time.

.. This is getting daft..
@Josh – I bet this laptop of mine will be next for the “take it away for a week” treatment.
You might want to try calling Dell Customer services which in the UK is 0870 906 0010 they say to have your order number but I reckon you could get past that with the Tag number of your machine.



Josh Graham

Thanks for the number Ken, sorry to hear about the, quite frankly, stupidity of your operator! Best of luck and here’s hoping you don ‘t lose your laptop for a week!



Matt

I too had problems with XPS M1710 video cards, on my third one right now.. I game less now as I fear it will die on me again and I use my laptop for work but anyway…

I just noticed that the GPU temps are much cooler when using the laptop screen when compared to an external monitor.. I think the power saving features only work when using the laptop screen and this allows the GPU to lower the core and memory frequencies when running my Win XP 2D desktop..

Can someone else confirm this behaviour?

Matt



Josh Graham

Hi Matt,

I never used an external monitor on my 1710, however I would say that you shouldn’t HAVE to cut down the amount of gaming you do, just because Dell haven’t resolved the problem, you should keep on at them until your issue is resolved!



Ken

@Matt,

You should not be forced to use your M1710 as a normal ‘work’ laptop – it was sold as the flag ship (at the time) gaming laptop, if you cannot game on it then it is not fit for purpose.

Sorry cant answer your external montior question, but the GPU will down clock when it does 2D on any screen. At least AFAIK.



Josh Graham

Contacted trading standards (UK) and this is what they said, hope it’s useful for some of you guys! Definitely sending this to dell if the week period doesn’t fix it! :

Dear Mr Graham,

Thank you for your enquiry to Consumer Direct dated 30/04/09. Your reference number for this case is ******** and should be quoted in all further correspondence regarding this case.

Based on the information you have provided the key legal points in response to your enquiry are as follows:

Your contract would be governed by Sale of Goods Act 1979 which states goods must be of a satisfactory quality and last a reasonable length of time and also match their description. If there is a breach of contract the remedies available to you are repair replace or refund.

In your particular case if the trader has attempted to repair many times and this has failed, you may have the argument that this is now causing significant inconvenience and looking for either a replacement or a refund.

We find that the best way of resolving a civil dispute is to send a recorded delivery letter to the trader, briefly outlining what the situation is and what you feel is a reasonable outcome (template attached). You should retain copies of your letters for your records. It is very unlikely but these letters maybe needed in court. Going to court is the last resort in resolving a civil dispute and it is only a judge who can say with any authority what you are entitled to.

If you require further advice or information about this case, please do not hesitate to contact Consumer Direct On 08454 04 05 06 quoting the case reference number.

We are open: 8:00am to 6:30pm Monday to Friday, 9:00am to 1:00pm Saturday.

Website: http://www.consumerdirect.gov.uk

Thank you for your enquiry

Kate Vaughan

Consumer Direct South West Advisor



Eli

I have a Dell laptop with the Nvidia 7950 GTX video card. Was playing battlefield 2 and the system overheated due to dust clogging the air vents. When I reboot I get the green lines running down my screen followed by a blank screen. I had to remove the drivers in safe mode just to get the computer to work. I had no warranty since its been over 2 years. I found a contract Dell video card technician who is an expert in repairing these video cards. Shipped him the card and it was back in less than a week working perfect. Cost around $140. A refurbished used card on ebay runs over $400. This guy works in Florida, Dell sends him their video cards for repair. If you need his info then just contact me at eli6857@gmail.com
Goodluck all.



Brian Gibson

Great thread! But guys & gals, beware of other issues. My overheating has caused bad sectors on HD. System is T7400, GO 7900 GT with A05 BIOS. Ran fine for 28 months, and well out of warranty. Replaced HD with Seagate 250GB, but it has developed bad sectors after just 10 weeks. SeaTools warns disk has been above 70 degrees. Will strip and clean dust out today! Then run fan cooler software also. But I have to replace PC with lighter one anyway as airline handluggage limits of 7.5 kg per bag are now getting enforced. Not happy that Dell hasn’t warned people of cooling deficiencies of this model and disgusted with treatment many of you have received from them. I bought my kids both Dell laptops, have Dell monitors but am starting to wonder about changing brands from here on.



k

I’m definitely changing brands from here on out. Dell is obviously not owning up to the fact that this is a faulty design. Even though I still have about a month left on my warranty and I need my video card swapped out AGAIN, it doesn’t change that fact that inevitably this computer will be completely useless (sooner rather than later). Unless they feel like replacing this thing, I’m done with Dell.



Josh Graham

Well, my laptop is finally back after a week of “being checked” and with another new motherboard and a form saying it was checked and is now fine… So, is it working you ask?

Don’t be so silly! Of course it isn’t! In face it has exactly the same problem as before! Who would have thought?

Sarcasm aside, I have emailed them now demanding a refund / replacement or I will seek legal advice.. Let’s see where this goes..

Josh



Josh Graham

Hooray! They’re going to call me… again… which means another 20mins of trying to understand the heavily accented “Engrish” over a terrible connection…



Bas - Netherlands

I got this emai from dell after my 7950 GTX stopped working (vertical lines on my screen) and the service repair guy cancelled the repaire because the 7950 GTX are out of stock:

/
Unfortunately we are currently experiencing a backlog on these parts and are working closely with our suppliers to deliver them as soon as is possible. We are expecting the new parts to become available end May but are currently working hard to turnaround existing repairs on these parts in a faster time.

Due to the backlog and the fact that we are offering any existing parts on a first-come-first-serve basis we are unable to offer a hard and fast lead time at present. A Dell service representative will contact you as soon as the part becomes available to arrange repair of the system.

We thank you for your understanding and your continued custom with Dell.
/



M.C. van den Heuvel

M1710 T7200 2GB Go 7950 GTX 100MB 7200rpm HD March 2007 EURO 2400 3YWarrenty Nextbussinessday

Already had a card switch 3 weeks ago.The first one failed due to heatproblems as already described above. After replacement the temperatures were steady again. Then I tried to game on it with several games,also old ones like Flatout2,Ra2 but the system crashed ,also as already described above, on NMI Parity errors all the time,and blurred bsod’s. But the laptop didnt heat on those time. It was something else also.
The new games like crysis! dont start what even what setting i use with the same error. Some gaminglaptop i bought… I called Dell technical support the next day and we did some diagnostic tests,which all succeeded btw. And i had to switch the memory banks in each slot,which didnt helped at all.
Another 7950 GTX replacing was scheduled, but on the day it should be replaced,i was called by the engineer who said the part did not arrive, and i had to wait untill it did. This was 8 days ago,while i have a nextbussinessday repair warrenty,i payed extra for… I called today to be informed and i was told that the card was not in yet,and that they have to wait as well for their supliers. It sounds like they cant get any NEW 7950 gtx cards. I am wondering why..;)And if thats really the solution ? I doubt it very much. All these complaints i read in this very interresting forum. It can’t be fixed with only card AND mobo AND memory swaps . It sounds more like a serious defect in coolingdesign to me. This is not what i expected and payed for.. And what will happen if my system heats up again or another NMI Parity error occures when the warrenty expires? After reading this forum,my thanks to You all, i am certain of it now. I have still more then 200 days left of the 3Ywarrenty, and i think i am in title of a full refund,or equal or better NEW system. This has costed me 2 hollydays already and the agony of a failing expensive system. This is my fourth Dell, i have still a dimension 8250 besides the M1710,but if Dell keeps coming with Refurbished shit and not working “solutions”, its over for me with Dell.and i will push it to the boundaries to get my money back. I already have a toaster.

The technical support guy said that Dell has 2 weeks to get the parts,from where already 8 days now are spent,before they have other options for me,whatever he meant with that,It wasnt really clear. So if i have to play it by their book i still have to wait another 6 days before i can call them again and hear what they mean by that. I keep you posted



Josh Graham

Hey guys! Just got off the phone… To be honest quite a result for once. After the called me was almost immediately put on hold for about 2mins then spoke to a supervisor and she immideately explained she had read my emails and had gotten permission to replace with a system configured to the same spec… Result perhaps?

Josh



BrianMadsen

@Josh,

sounds good for you!!! congratulations in getting Dell to conform with at least a little bit of decency!

My laptop at home is acting up again, FPS drops and fans spin up like mad (it getting a wee bit hot maybe?).

Anyways, i want to thank everybody that’s come here on my blog and posted their comments and suggestions…



Josh Graham

Thanks Brian, I hope it is the end of my problems, we will see! Sorry to hear about your problem coming back up again! Also very grateful for your blog being here and all the helpful people :)



Ken

@Josh,

Good result Josh – please update here once you find out what spec your getting.

My 1710 is being fixed again – new MB I suspect, even though its a heat issue with the GPU, 3rd time repair.

Bought mine through a UK reseller, so guess I would have persue Dell under the T&Cs – which apparently state that after 3 repairs they can replace. (Mentioned on the ihatedell website)

Any advice from others on this?



Ken

Dell cancelled a visit on me…. :(

But….. Called Dell Support, NVidia have stumped up and developed new 7950GTX cards with improved thermal compounds, better heat transmission and a new chipset – these are going to be available soon.

Dell has said they will solve the heat issue. Asked if I would never see 105c again – they said no – these will run cooler.

Will it? Well I will report back after they do mine again (GPU/Heatsink/Fans may be MB to be replaced)

Lets hope that was not just a fat lie.



M.C. van den Heuvel

Update: see earlier post monday 11 May 2009

Yesterday the 7950 is replaced with a REFURBISHED 7950. i made pictures of both cards. But 30 minutes after the engineer from Dell left my system shutdown due to overheating,while using I8Fangui v3.1 with Force Fans to high speed “on” while there isnt any dust in the sytem while it was cleaned during the first replacement of the card 3 weeeks ago .The error message when i started the system again was m1004 with an explanation stating the sysem has shutdown because the system was too hot. I made a videorecording about it with my Digital Camera. I called the engineer and also the dell technical support and explained what happened. The technical support listened to my story and decided to take it up with his superior. After a 5 minute wait he got back to me and told me they wanted to do a “SUPERREPAIR” what should be a total internal replacement of the videocard(its thirth) and motherboard and memory and all the fans and heatsinks. This would mean that since i bought the laptop all is renewed except for the Keyboard and the rest of the external laptop. The lcdscreen was already replaced because after the first videocard replacement 1 screw didnt fit anymore. The ac adapter was already replaced in the first month since i received the laptop. I am the first owner. I was also told that if that should not help they want to do a total replacement of the laptop. The “SUPERREPAIR” is scheduled for Monday 18th of May. If it ill be canceled because there aren’t any parts,i have to call again to the technical support and they will replace the laptop. I am already 1 month busy with this all an i hope it will finaly come to an end and with these problems. One way or the other. Fix my laptop or give me a NEW,same or better laptop or a TOTAL REFUND, I will keep you informed.



Josh Graham

Still waiting for Dell to tell me WHEN they are coming to perorm this swap… I hope I get notification because I’m not allowed to keep the hard drive so I need time to format it before they take it!



Josh Graham

RE-FUCKING-SULT!!!!!!

Dear Mr. Graham,

I am contacting you for the issue you recently logged with Dell E-Mail XPS Support.

I have received the email from the concerned department informing that a refurbhised system is not available.

We are offering you the XPS 1730 brand new system as a replacement. Please go through the specification below and reply to the email stating that I agree to the specification so that I can process the request further.

Intel® Core™ 2 Duo Processor T8300 (2.40 GHz, 800 MHz FSB, 3 MB L2 cache)
Genuine Windows Vista SP1™ Home Premium – English (32 BIT)
Microsoft® Works 9.0 / English – (Does not include Microsoft® Word)
3 Year Premium Warranty Support
17.0″ UltraSharp™ WUXGA (1920×1200) TFT with TrueLife™ with Integrated 2.0MP web cam
2048MB 667MHz Dual Channel DDR2 SDRAM [2x1024]
320GB (5.400rpm) SATA Hard Drive
Dual SLI™ 512MB nVidia® GeForce™ 9800GT graphics card
Fixed 8x DVD+/-RW (DVD read/write) drive, including SW
Primary 9-cell Lithium-Ion Battery (85 WHr)
UK/Irish Additional 220V AC Adapter Power Cord
Dell Wireless 355 Bluetooth 2.0 Module

The colors available are :

Smoke Grey with White LED Backlights
Sapphire Blue with White LED Backlights
Bone White with White LED Backlights

Please also suggest the collection date for next week from 28th to any date in June ( Monday to Friday ).

I apologize for the delay and assure you that I will to place the order as soon as I will recieve a confirmation mail from you.

The case number for this communication is 638440866.

Thank you for choosing Dell.

Regards,
Sushil Kavi
Dell E-mail Hardware Support

SORRY FOR SWEARING

JOSH



BrianMadsen

@Josh,

that’s damn great news buddy!!! so happy to hear you got this sorted and that you’re getting a new system!!!

Would you mind doing me a favor and post a comment here with the history you went through to get to that result?

i’m certain there’s MANY people here that’d like to know how you got your outcome as we’re all struggling with getting this sorted.

Again, congrats on getting this outcome!!! shame you didn’t get a refurbished system (oh dear!! new M1730 should be better anyways)..

Cheers,
Brian



weh weh

Hi everyone, sorry for my poor english.

I have a M1710 with 7950gtx. Just found out I got the same problem like everyone, overheat with some new games these days i tried. This never happened for me in last 2.5years.

The great thing is I just found this blog and keep reading it if theres any update. Thanks all of you with comments and suggestions.

I gonna phone Dell on monday and see what they can do. (200days warranty left) I come from Hong Kong and wonder their support can do as good as other countries. (Their web site has no more xps except M1530 also 6inch battery ._.)Or I hope Dell US will support me if they cant do anything.

Josh, please post your story we really want to hear. :)



Pascal

I have an XPS M1710, its about 16 months old, I have had two new graphics cards already, 2 new fans and a new mother board with a total of 5 call outs from engineers. At one point in November I had to wait 6 weeks for the replacement graphics card.. I mean 6 fracking weeks. I wouldn’t mind but I do a minimal amount of gaming on it. So two days ago my fan was in overdrive and I shut the thing down. Remarkably the machine wasn’t hot. Turned it back on and bang it switched itself off and died. I have finally got DELL to concede that if the engineer coming today to put a new mother board in does not sort it I can get e new system.
Is the M1730 worth it or are we all going to be meeting here in 6 months slagging DELL off again. I am sick of them.



Josh Graham

Hey Brian :)

Certainly, I would be happy to help as many of you all as I can!

Basically I allowed Dell to attempt to replace parts they believed faulty 4 times in total, all of which failed and I notified them of this. I then emailed them explianing that I wanted the problem fixed as soon as possible and got a phone call from them explaining that they would take it away for a thorough check over o determine the problem, agreed to this. Once my laptop came back with a note saying they found no problem… the problem ensued! So I emailed them explaining that I had been in contact with Trading Standards (which I had) and a copy of the email they sent me explianing my rights and that I was entitled to a new system or a refund. They then decided to call me again and said they would replace the system for me. Then I got the email upon asking when they would do it that stated the system I was getting.

If it helps anyone I would be more than happy to put all the emails I sent and recieved into an (organiseD) word document and upload them so people can see how I did it?

I’m more than happy with the outcome as the laptop I have been offered appears t pbe far superior to my current! I put that spec into Dell website (UK) and it came to £1695.95 or similar!

Good luck everyone, and don’t think I’m abandoning you all just because my problem was resolved, I’ll be around for a while!

Josh



M.C. van den Heuvel

Today the friendly engineer from Dell came and

replaced allmost the internal M1710. He changed

both fans,both new,however a REFURBISHED

MOBO,and a BRANDNEW PARTNR! 7950 gtx

including new heatsinks,the works. All is

installed now and right now it seems temps

don´t go higher then 79 degrees Celsius after

20 minutes of playtime,dont

know how much Fharenheit,but 100 degrees

celsius means its boiling. Played crisis on it

with medium settings on native 1920/1200

resolution and all seems well. Tried

high settings also but that increased the lag

and i didnt like playing it,so got back to

medium.

Even Warhead looks fine,allthough there is

slutter sometimes.. This is with

I8Fangui on all the time. I will test this 4

longer offcourse. With and without I8Fangui.

If temps rise again i will

report here again.



Asif

Hi all,

Well done Josh!! I am currently awaiting card number 3 to be installed on Wednesday…the engineer came put a new card in and it luckily didn’t work when he tested it.
I am definitely getting fed up with the number of problems!

Take care,
Asif



Asif

Hi again guys,

Had a phone call from Dell saying that the graphics card is out of stock…and surprisingly will be back in stock on the day i requested for the engineer to visit!! Operator did not want to discuss any other option, only that it must be teh graphics card and replacing it will fix it. I thought I would try to switch my laptop on today, and it seemed to switch on and is runnign basic stuff fine at the mo. I havent tried gaming yet, but will still get a replacement as Safe Mode does not work and the NVidia drivers do not want to take…



Josh Graham

Sorry Asif I believe my machine at them all! Haha, joking aside I wish you the best of luck in getting through to Dell and getting your system sorted out!

Josh



David Draper

My laptop has blown due to overheading and DELL has been IMPOSSIBLE to deal with. I pad over $4K for this pile of &^&%* and still paying Dell financial for it. I didn’t take the extended warranty so they’re now saying its my problem.

Please tell everyone how bad this situation, tell them NOT TO BUY DELL.

The only way these companys come around is when it hits their bottom line.

I am so choked over this…



Josh Graham

David, I would reccomend getting in contact with some form of Citizens Advice Bureau and finding out your legal rights! I can’t help feeling if you’re still paying for the product and it screws up you may be entitled to help from Dell…



Bill

Wow. I have had the same experiences with my M1710 / 7950 GTX. I bought it as a re-furbished unit (2400.00+) from the dell site. I went through 2 units. Each of them lasted only 1 full day of gaming before giving up.

I wish I had come across this thread before making my purchase. It would have saved me countless hours and anguish over this product.

In the end though, Dell honored my limited warranty, and gave me a full refund of my original purchase price.



M.C. van den Heuvel

Update!

RE-Fragging-SULT!

After a total internal renewal of my M1710 with parts i already described in earlier posts(Monday, May 11, 2009 8:34 PM and Friday, May 15, 2009 9:30 AM) , i had again failures of the system. I had the nmi parity error again and also grafical

artefacts while playing games on my machine. Maybe this time because the replaced MOBO was a refurbished one, i dont know. Strangely enough the temperatures werent that high. I called Dell again and explained it. They called me back

after an internal discussion,and decided to give me a new machine!!!

The specs of this machine are:

Referentie Omschrijving Aantal
210-20096 XPS M1730 CORE 2 DUO T9300 2.50GHz,800,6M 1
230-10134 17.0″ UltraSharp Widescreen WUXGA (1920×1200) TFT Display with TrueLife with 2.0MP Web camera 1
320-10170 Smoke Gray 1
340-14750 Euro Ship Accessories 1
340-14761 Dutch Documentation XPS M1730 1
340-14764 Resource DVD XPS M1730 – (Diagnostics & Drivers) 1
340-14893 Eng, Frn, Ger, Spn Placemat XPS M1730 1
370-12184 2048MB 667MHz DDR2 SDRAM (2×1024) 1
400-14314 Hard Drive 120GB Free Fall Sensor (7200RPM) 1
429-12762 Fixed Internal 8X DVD+/-RW Drive including software 1
450-11558 Euro 220V AC Adapter Power Cord 1
450-11569 AC Adapter 230W 1
451-10485 Primary 9-cell 85WHr Li-Ion Battery 1
460-10041 No Carrycase 1
490-11031 Graphics : DUAL SLI 512MB nVidia GeForce 9800 GT 1
506-10024 Dell Travel Remote control 1
530-11742 External 56k Modem (USB) EUR 1
555-11012 Intel® Next-Gen Wireless-N Mini-PCI Card, EUR 1
583-11663 US/International Internal Keyboard (QWERTY) 1
613-10521 Software Drivers XPS M1730 1
619-12692 Operating System : English Genuine Windows Vista SP1 (32 BIT) Home Premium including Media 1
630-11001 English – Microsoft Works 9.0 1
640-10551 Dell Support Center 2.0 1
640-10786 Dell Dock 1.0 1
640-10815 Software : English Adobe Photo+Prem Elements Bundle 1
650-11876 English McAfee Security Centre 10.0 – 2 Year Subscription 1
754-10841 3Yr Premium Warranty Support 1
754-10789 1Yr Premium Warranty Support 1
800-10144 Inspiron Order – Netherlands

While my system is now

M1710 T7400 2GB Go 7950 GTX 100MB 7200rpm HD March 2007 EURO 2400 3YWarrenty Nextbussinessday

I expect the new machine to arrive on Tuesday 2nd of June 2009.

So i am happy again and my trust in Dell is back again, allthough i have the 3 y warrenty and i beleave it was the only thing to do for Dell. But i think that there is really something wrong with the m1710 and i hope that others who didnt buy

extra warrenty will be compensated. Good luck to you all.



Josh

Congratulations on such a great result Van Den Heuvel! Nice to see Dell seems to be coming around to the problem recently!

Josh



Asif

Nice one M.C.

Had my graphics card replaced, after having taken a morning off for nobody to turn up and the warehouse to tell me the part was not in stock!!
Seems to be running ok, hitting 100 degrees but without crash. Loaded it with latest drivers so fingers crossed it will last…
Take care all
Asif



BrianMadsen

Well, i had to call Dell again yesterday afternoon..

over the last 2 weeks (actually less than that) i’ve had 1 crash due to overheating (and i’m not even playing games on it now!!!) and another one where all my apps would lock up and then whenever i moved my mouse i got these odd pixelated artefacts happen all over the screen.

I’ll be contacted tomorrow or wednesday by a technician to schedule another graphics card AND motherboard replacement.

i also sent a request to customer service and to one of the XPS resolution specialists, asking them if we could please replace this unit, even with another M1710 – actually don’t care, but it’s screwing up again and this is now under minimal load.

At first, the tech support guy told me that i’d be getting a technician out tuesday – since i knew monday to be a public holiday here, i tried to get confirmation from him. He insisted, i then explained that due to previous experiences that this hasn’t been possible to do straight after a public holiday, both due to the schedules of the techicians, but also due to parts not being available in Australia…

his response was…”I don’t care…”.

Dell technical support didn’t care??? now how’s that for a big surprise…

i asked to speak to his supervisor and he wanted to know why – i told him “because of your attitude buddy”..

finally got the manager on the line and he actually got things sorted out so that i’ll be getting a call on tuesday OR wednesday to schedule the replacement and not what the technician initially said to me…good thing i got him on the line or i’d have missed $$$ by taking a day off.

Anyways, avaiting replies from the XPS resolution specialist and customer service and hopefully they’ll be able to fix it once and for all..

With this replacement we’re talking a total of:

4 motherboards
4 NVidia 7950GTX graphics cards
3 1/2 sets of fans
3 heat sinks

I mean, how many times am i seriously going to have these parts replaced?

and all this, since October ’08 – that’s 6-7 months only with that many parts being replaced..



Josh

Very sorry to hear you’re still in that situation Brian! I find it disgusting that when you pay for the supposed quality of somthing, when it screws up through no fault of your own the people that should be helping “Don’t care”! Try and get an apology out of the guy!



weh weh

Just called Dell today.
They asked to take my laptop back with a full check. I wonder what to do if they find no problem on it.



Josh

Im typing to you from my new 1730, very good so far, running a lot cooler! So looks like I’m all fixed up…. for now!

Josh



BrianMadsen

XPS Resolution Specialist is now going to start the process for me to get a replacement for my M1710!

advised me that it could take 2-3 weeks and would depend on parts availability for the M1710.

question i have is this – if there is no parts, are they not going to replace the unit? or, will they replace it with a M1730 instead like the ones above…

couldn’t answer that..

so i’ll wait and see if they’ll get back to me – took me 28 minutes today to get him to agree to put the process through…

initially his response was that i had to trust him that this would be the fix that would sort it all out..

err..after 7 technicians had been replacing parts over the last 9 months i told him that my trust level on that particular aspect was null and void, hence me asking for a replacement.

Elijah, the manager for the technical support guys told me yesterday that they have a M1710 running in their labs which has run for 2 years without fault or parts failures..i told him that he could give me that one and i’d be happy :) couldnt’ comply with that one as it was “hooked up to stuff” :)

so, seems like there just might be some light at the end of the tunnel for me..



Chan

Hey guys, im wondering.. my M1710 video just died on me last week. i unmounted and checked it. the fans and card are fine, no burns and still clean, no so much dust. even the cpu is
fine, then i mounted it back and tried again, still nothing. blank.. a white screen not black. i even tried to plug to my desktop monitor, the light of it was green but nothing. so just now im just thinking if its the panel screen whos dead ? should i try to plug to my monitor again without the laptop screen, i mean by unplug the screen panel from the laptop and just keeping the rest and plug into the monitor ?



nick

mine is still stuffed, im reduced to using my acer netbook and im currently trying to get through customer support



Ken

Just an update..

After Dell cancelled the enginner visit twice, they eventually got to replacing my GPU, Heatsinks and fans again.

So far all seems OK – max temp hits 98c, CPU is currently not underclocking – will this last? who knows.

Did find out that the GPU was a refurb – but supossedly with the new 7950GTX chip set with better thermal properties.



Nae Clue

I bought a refurbished Dell M1710 from Ebay 2 months ago and it was performing superbly UNTIL NOW!!!
I get PLAID screen, the monitor cuts out etc.
I installed i8kfan app which does wonders for the temperatures.
When I uninstall/install the graphics card driver this resolves the problem for a day or two!

Is there any permanent fix for these probs???



wehweh

Hey Josh, you still there?
can you post the emails you sent and recieved or email it to me please?

Dell just called me today after a full checking for a week.
They said no problem on it(sure thing…)and just replaced 2 new fans.
And “you get this temperature normally on these XPS machines…”



nick

mine lasted 8 weeks before i got a bsod, the warrenty ran out the september before i brought it . i am trying to get warrenty on it now, does anyone know if i can, if i talk to tech support they say that i cant, but if i talk to customar support they say i can. if i cant get warrenty what should i do?



nick

also brian could you give me the customer support representives info, thanks



nick

my email is yourmum.96@live.com



BrianMadsen

@Nick – LOL@Email address!! :)

i don’t have an email address and i’m not sure the australian customer service reps can help you out as you’d have to go through the customer service centre in the country you reside in.

besides, customer service centres can’t authorise the unit swap, only technical support and again, you’d have to get hold of an XPS Resolution Specialist at Technical support for the country you bought the laptop in, otherwise they don’t have access to your case and details.



nick

my system is broken, and i can’t get warrenty. what should i do, i can’t spend $500 dollars to get my card replaced. and i need a computer. what should i do?



nick

*email at hotmail.com not @live



nick

i’ve installed Windows 7 i can run my computer out of safe mode but i canf play games yet, hopin i just need a driver



nick

nope, the card is broken. dont have enough money to get it replaced. do i have any other alternitives?



Josh

Hey Ken, sorry I’ve been quiet for a while! Had a lot on! I’m getting the emails into a single word document for you now! Will upload soon!

Cheers



Ken

OK.. Had my GPU etc replaced as mentioned above.

This GPU does seem at the moment to be quiet a bit better than previous (new chipset? as mentioned – who knows). As I am keying this I have GPU Caps Viewer running doing the Fur Render at 1600×1024 and FanGUI currently reports temp at Max 98c after 11 minutes. So, this is my opinion is still high, but lower than the 105 KaBoom tempratures before the change.

The additional news is that the GPU also has not forced an underclock of the CPU to cope with the heat output, which at times just before KaBoom would drop to 1Ghz..

I’ll keep this blog updated with developments.



BrianMadsen

Ok – mini update from me..

Dell’s finally agreed to replace my XPS M1710 unit, albeit with another XPS M1710 unit. hopefully the “new” unit wont have the fundamental flaws that my current unit has.

Unfortunately i’ll have to wait for the motherboard to arrive – approx. 2 days afterwards.

In other words, it’s a refurbished unit as well but hopefully fault-free.

in general, i’m happy with this outcome – at least it means that they’re “trying” to do the right thing.

Regardless – i did get some legal counsel and was told i should contact the ACCC Ombudsman and have them look into it as i have a near 100% clear case for a refund…will keep that in mind should the replacement unit fails.



weh weh

Hey Josh,
Can you email to me too please?
my email: sosad2036@gmail.com
thanks a ton!

Just got my M1710 back today. After 2 fans changed, temperature around 50-60degree without gaming. Will test it more these days.



Cedric Ricard

Guys it’s easy. Just Clean your fans like 1 time per month under and on the back side that it. I had My video Card remplaced once and since then I’ve been cleaing my laptop. Yes its a pain but it works very well and My gaming is rly good.



BrianMadsen

@Cedric,

it’s not quite as simple as that. as i mentioned, i’ve had 7 major parts failures in 9 months. and this from a laptop that’s in a near dust free environments – there’s never, ever been significant dust build-up around my fans whenever it’s had parts fixed.

i do agree, that yes, clearning out fans “can” help in some cases, same goes for putting it on a laptop cooling stand. but it’s a gaming system, it’s meant to handle “extreme” heating conditions..

but the M1710 is essentially the same system as the M1705, just with better GFX card. the cooling system is the same, and the heatsink is too far away to cool the GPU. a system should not hit 100+ degrees celcius when not even running a game that pushes the GPU.

i’ve had crashes, due to overheating, during regular internet surfing…no amount of cleaning of fans can fix that.

so, although your advise is sound, it’s not the fix for a faulty system – it’s a temporary patch on a much more severe issue..that of a supposed gaming system not being able to cope with its own internals.



BrianMadsen

Got some good news…

Yesterday afternoon, when i got home from work, I had a very pleasant email from Dell, with the details of the replacement laptop they’re offering me.

Initially i’d been informed that they’d supply me with a M1710 and i’d have to wait for 2 days for the motherboard to arrive.

Well, the email i got from Dell was, as i said, a pleasant surprise as the details for the replacement unit was that of an M17x.

It’s in the works now and i’m looking forward to shredding my faulty M1710 with a brand new M17x.

Cheers and good luck to everybody!



Dustin

Thought i would hop on the sinking ship of M1710 owners and share my story: last wednesday while gaming on my M1710 (purchased in april of 2007) the game suddenly locked up and green lines appeared all over my screen. I suspected the video card and called dell. Their “technician” also determined that the video card had indeed failed and a new one would be sent out to have replaced. Luckily i purchased a 4 year warranty with my laptop and this would be covered.

So after not hearing from anyone for a few days i called them back and was told that the diagnosis the first technician had made was “under review” and no parts had been sent out yet. I figured ok ill give them a few more days which brings me to today. Im now being told teh first call hadnt gone through and no part had been shipped, then i was told that id have to wait til tomorrow to have a box sent to my house so i could ship the laptop to them since my warranty didnt cover in house repairs. Which is news to me since the first tech told me the repair would be done at my house. so now im going to be without my laptop for another 7 to 10 days once my box finally shows up.

Dealing with Dell is absolutely brutal, you cant get a straight answer out of anyone and any attempt to figure out whats going on just leaves you more and more frustrated. You pay a premium price for a “gaming” laptop that cant handle playing online poker without overheating. ill keep posting as this circus continues and i feel all of your pain trying to deal with these clowns.



Clone

Hi All, I originally posted January 05, 2009 regarding this issue.

After many phone calls and emails, Dell finally decided to respect my consumer rights of a standard 2 year warranty on the laptop. Although at that stage I had already paid them to get it repaired as I needed the laptop, this led to more confusion but was eventually resolved.

I got the graphics card replaced, all was working as it should with lower temperatures although still high by normal standards. Then surprise surprise the graphics card packed up yesterday. Thankfully after the last failure I purchased an extended warranty as I somehow had a feeling this would happen again.

I contacted dell told them what was wrong, went through the diagnostic to fulfill tech supports requirements and then was told an engineer will come out Moday next week but there may be an issue with replacement parts.

A short while later I get a call from the tech contractor to say they don’t have the part and don’t know when they can get it in but hope to have it late next week.

I think at this point I’m going to request a replacement or refund. Judging by what others have experienced I will put a stop to it now and try not waste any more of my life trying to resolve flawed laptops.



Clone

Just to update my last post.

Tech support say that I have to wait for the replacement before raising another ticket. They say that this replacement is an updated version of the graphics card that does not have the same issue.

I think I heard something about Dell and Nvidia getting together to resolve this issue by producing updated replacement cards.

It’s mentioned here:
http://www.nvidia.com/object/io_1215037160521.html

And Also here:

http://nvidia.custhelp.com/cgi-bin/nvidia.cfg/php/enduser/std_adp.php?p_faqid=2214&p_created=1216163814&p_sid=sAHWNLAj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPSZwX3NvcnRfYnk9JnBfZ3JpZHNvcnQ9JnBfcm93X2NudD03MTMsNzEzJnBfcHJvZHM9JnBfY2F0cz0mcF9wdj0mcF9jdj0mcF9zZWFyY2hfdHlwZT1hbnN3ZXJzLnNlYXJjaF9ubCZwX3BhZ2U9MQ**&p_li=&p_topview=1

I still have to wait up to 10 working days though. I’ll have to ask the technician if its refurb or new version of card. I will definitely put it through a rigorous test to make sure it’s running cooler.

I’ll post again.



Ken

@clone

I can confirm that I suspect I have had one of these “new” although marked as a refurb graphics cards. Temps are quiet a few degrees lower (still high) but not at this stage high enough to cause either or both, A) A #M1004 shutdown, B) Underclocking to cope with heat.

I even OC’d the CPU up a notch to 2.5ghz (IIRC) and noticed only very brief underclocking under stress – even though there was still 10+ degrees of thermal headroom.

My CPU is back to 2.33 now, but it is good to know that I can now if I want OC this.

I am reserving full judgement on the GPU until the system has built up a “normal” amount of interior fluff/dust as you would expect in any running system. (See previous posts for tempratures).



Ken

Just a quick additional note.

If you are checking your systems performance using the MS tools in Vista. Make sure you set your power mangement to “Performance” otherwise you will experience underclocking.

Just been nearly caught out with that one myself… phew. Thought I’d got the old troubles back.



Clone

I got a replacement card on the original day specified, surprise surprise it was a refurbished card.

Even though tech support promised me that the replacement was an “upgraded” card.

I have informed Dell that when this card fails I will be looking for a refund.

Temperatures seem to be higher than the last card, just had a game of COD4, the GPU ran up to a peak of 103 C and seemed to be around the 90 to 103 according to the log.

I’ll post again whent his card fails



Sam

I bought an M1710 in June 2007. January 2008 it failed – over-heating – I had two new motherboards, fans and graphics cards before Dell replaced the whole machine.

October 2008 the replacement failed – over-heating – I had new motherboard and fans that time.

It has just failed last month with over-heating. This time Dell said that as it had made it past the warranty expiry date I would have to pay for replacement parts. I refused, saying that I would not pay for parts which were almost guaranteed to fail. They have decided as a one-off gesture to pay for the replacements this time and sent me the costs of extending my warranty, which certainly seems like a good idea given the track record of the god-forsaken machine. I sent them a link to this thread.

The engineer is coming to fit the new parts next week, let’s see how long it lasts this time.



Ken

@Clone

You need them to give you the “upgrade” card, which is not really an upgrade but the card everyone should have got in the first place.

So far so good. Max temp still below 100c.

Just a question – do you use FanGUI to controll the fans, if u do, dont. Use it to monitor their speeds etc but NOT to control them.

With FanGUI controlling speeds I got a max rpm of about 3700-3800, without my fans hit 4100rpm. The extra 300 can make all the difference.



Josh

Sorry guys, this email thing is being a pain! My office is playing up, so I tried exporting the email directly, but I cannot edit out personal details and they’re all .eml format or somthing.. I haven’t desserted you guys!



alan

my video card packed up after 2.5 years, so not so bad compared to other people. dell, to their credit, were pretty good; got a replacement card within a couple of days. tech was pretty dismissive of the m1710, said i should just let the warranty run out then replace the system next time it goes. but considering the cost of these machines i want it to last as long as possible.

i don’t think the heating problem in the new cards has been solved, so i’m thinking of ways to keep the heat down. one thing i’ve noticed is if you run the notebook on battery it seems to ‘underclock’ (dunno if that’s the right phrase) the video card. i tried playing a game on ac where it ran to 90 degrees, whereas on battery it was 65 deg with virtually no change in performance.

unfortunately i can’t seem to replicate the underlocking when it’s on ac, the nvidia control panel features don’t seem to do it.



weh weh

What games you guys trying on now? I got Sims3 and seems it works now without overheating. (It was overheating in 15mins gaming before 2 new fans replaced.) Gonna try more games before my warranty expired.

@Josh,
Well…i still waiting for the emails but if you cant edit it so nvm. thanks anyway.



Liam (Uk)

Hi all, I bought my Laptop just under a year ago and have been experiencing exactly the same problems as all of you, insane heat, shut-downs, complete standstill when playing games etc.

I only came across this blog yesterday after contacting Dell about the same problem which they have tried to resolve twice already.
Only to try and tell me again today after a really long complaint email that no they would not offer a replacement…would I like another techy to come round again to perform the exact same repair that has not worked twice before! :/

Id like to thank you guys for all the information and struggles with Dell you have posted as it has helped me a lot.
I have just contacted Customer Services UK about the problem and hopefully will be able to get this resolved, and will keep you posted.



Matt

@Alan

A small “trick” I am using to keep my gfx card temps down (on Windows XP SP 3 using Drivers from Nvidia website Version 179.48) is to log on to Windows XP with battery power only, then after a couple of minutes I switch on AC supply and it seems that this keeps the temps down by about 10 degrees when compared to starting immediately with AC Supply..

I think this happens because when starting with battery power the system never kicks into high performance mode so you should only use this “trick” when not gaming/using 3d heavy apps.

Matt

P.S Your mileage may vary..



nick

DELL PISSES ME OFF. THEY ARE TRYING TO FLOG ME A MOTHERBOARD FOR $1000 WITH OLNY 3 MONTHS OF WARRENTY

</allcaps>



nick

i’m calling the ACCC (consumer rights) to see what i can legaly do, since the product is out of warrenty. I’m going to mention this blog aand to try to find a few other sources to show them, any help or links would be good



Josh

Hi guys, I regret that I don’t really have the time to check here often anymore or be of any real help to anyone.. I wish ALL of you the very best in getting through to Dell. Make sure you are all persistent and DO NOT back down. You all know your rights, make sure you get them or raise hell about it. All the best to everyone in the future and thankyou for all the help!

Faithfully
Josh



Ken

Just an update.

Temps still run at a max of 92c.. So.. it still looks like its running OK.

Will update here again, in a few weeks, or sooner if anything changes.




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