1 Rookie
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4 Posts
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1099
August 25th, 2022 13:00
m15 R6, will not turn on after sleep
We got a computer for my child to take to college. She tells me that after the computer goes to sleep, it will no longer turn on. She urgently needs to use her computer for school work, please advise.
We tried:
- Pressing space bar
- Holding the power button for over a minute
- Unplugging and re-plugging the computer
She needs to use it for school work. Can anyone help, please?
No Events found!
DELL-Brad L
Community Manager
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2.7K Posts
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September 16th, 2022 20:00
Status update, the service was completed and the system is working correctly now.
crimsom
7 Technologist
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6.1K Posts
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August 25th, 2022 19:00
Hi @apara2 welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support.
This Alienware m15 R6 is still under Dell warranty, but has not been been Registered to claim your Support services. Please click on Product Support and register this Alienware m15 R6. Then contact Dell and request warranty assistance. You should visit your online Dell account to create Service Request so that Dell Support officially knows that there is a problem to fix. When Dell Technical Support requests online session, agree so that they can use their diagnostic tools to fix software issues and/or order replacement parts for installation.
Please click on @DELL-Cares to send Private Message requesting assistance. Thank you.
Please do not post your private System Service Tag or Express Service Code in this public forum. Your rejected images have now been deleted for your own protection.
netgator
2 Posts
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August 26th, 2022 04:00
Did you figure out the issue? My is doing the same thing. Of coarse months out of warranty
apara2
1 Rookie
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4 Posts
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August 27th, 2022 14:00
No, we have not figured out the problem. This is a brand new computer, just purchased from Dell on July 13th. This is super disappointing. We cannot return the computer for RMA since it's used in college for work.
We have been able to get the computer to turn on by holding the power button for a while to do a hard reset. Then, ensure the computer is plugged in and firmly press the power button. However, this is all anecdotal and should not be the case with a brand new $2K laptop.
Looking around, I see that quite a few people have the same "failure to power on" issue with this model. Surprising that DELL has not addressed this issue yet.
apara2
1 Rookie
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4 Posts
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August 27th, 2022 15:00
We are currently working with DELL support to replace the motherboard in this laptop. I am glad to learn that DELL will send a technician out and does not require we ship the computer back. I will update this topic once the motherboard has been replaced.