July 26, 2008 5:35 PM PDT

Dell issues update for Nvidia graphics chip glitch

Update on July 27 at 10:00 a.m. with additional information

Dell has issued a system update for a well-publicized problem with Nvidia chips.

The company said Friday it has posted BIOS updates for an Nvidia graphics chip glitch affecting laptop computers. Citing Nvidia information, Dell said the "affected GPUs (graphics processing units) are experiencing higher than expected failure rates causing video problems."

"The issue is a weak die/packaging material set, which may fail with GPU temperature fluctuations. If your GPU fails, you may see intermittent symptoms," the Dell blog said.

Dell said the symptoms include "multiple images, random characters on the screen, lines on the screen, no video." But added this caveat: "if you are already experiencing video-related issues like the...points above, updating the BIOS will not correct them. Dell will provide support for customers who have experienced GPU failure according to the terms of the system warranty."

Dell laptop systems potentially affected by Nvidia glitch with update file name

Dell laptop systems potentially affected by Nvidia glitch with update file name

(Credit: Dell)

Dell is recommending that users flash their system BIOS. "Each of these BIOS updates...modifies the fan profile to help regulate GPU temperature fluctuations," Dell said.

New systems are shipping with the BIOS update, according to Dell.

On July 2, Nvidia said it would take a one-time charge of between $150 million and $200 million to cover "anticipated warranty, repair, return, replacement, and other costs and expenses, arising from a weak die/packaging material set in certain versions of its previous generation GPU and MCP (multi-chip package) products used in notebook systems."

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Add a Comment (Log in or register) 26 comments (Showing first 20 comments)
by anthonysmission July 26, 2008 6:33 PM PDT
Excellent to hear they are working to correct flaws.

Anthony Kraudelt
6897 Apache Trail
Wixom, MI 48393
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by pcrepairdude July 27, 2008 4:39 AM PDT
Please quit calling this a patch/fix! The only way to fix this is to recall the laptops and they know it! Nvidia has admitted they had a bad batch of GPUs,but instead of manufacturers like Dell doing the right thing and recalling them,all they have done is release this "patch",which does nothing but crank the fan up full blast. All this will do is delay the laptops death and they know this.

If I had one of the affected laptops I would put the crysis demo on a loop until it burned and then get it replaced. If you use this patch all you are doing is helping Dell to rip you off by helping them to keep your defective laptop going until your warranty runs out so you get stuck with the bill DO NOT FALL FOR IT!!!!!
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by minonda July 27, 2008 7:39 AM PDT
Why does everyone swear by Nvidia graphics cards when clearly there is a problem? They cause crashes with Sims 2 games, they cause crashes with Vista, and now this. Even so, everyone wants Nvidia. I'm not going to buy a laptop that has a graphics card that is known, going in, to cause problems, but just try to find a laptop that DOESN'T have an Nvidia card. How there be so many true believers when this thing is clearly flawed?
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by Astinsan July 27, 2008 8:01 AM PDT
Don't forget it effects HP laptops too... The chip is not flawed... They didn't think about the sm chip heating to a point of re flowing the solider connection underneath. They are not the only company with this issue... (eh ehmmm ... red ring of death... eh em.. )
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by shevaberg July 27, 2008 8:20 AM PDT
"by Astinsan July 27, 2008 8:01 AM PDT Don't forget it effects HP laptops too... The chip is not flawed... They didn't think about the sm chip heating to a point of re flowing the solider connection underneath. They are not the only company with this issue... (eh ehmmm ... red ring of death... eh em.. ) Reply to this comment "

Yes but at least MS admits the problem and extened the warranty 3 years.... sooo can nvidia do the same and admit it.... I think a company that stands by it products and helps out the consumer should be applauded.... who else stands buy there product like this? ???
Reply to this comment
by brandon101 July 27, 2008 8:52 AM PDT
For the past 6 weeks (really) I have been using my "miracle support" or whatever Dell calls the support level they charge you through the roof to enjoy. I've spoken with several different technicians, and they have remotely done almost everything they could do EXCEPT LOAD THIS FIX. Of course I'm still having problems and am now to send my XPS1330 back to them, for "repairs" that "will not take more than 7 days." When the card has a problem, I get vertical lines & lose my work. The XPS1330 already runs hotter than the average hotplate. I have a small desktop fan blowing on the keyboard or I use one in back of the laptop to try to cool the thing down while I use it. So besides Dell being a mess, this is my first "Vista" experience. I am now working on an old Dell laptop with XP, and am happier with this old thing today than when I bought it!
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by hugo1230 July 27, 2008 9:01 AM PDT
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by Astinsan July 27, 2008 11:05 AM PDT
I agree... I am just saying it isn't just one company that is having the issue.. I have a few routers that had the same problem. Emails to support of those products went without a answer. The main thing I think should be said is ... the chips mounted directly on the board with soldier should be re-thought. Not Ignored.
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by blueshift9999 July 27, 2008 12:05 PM PDT
How about the ones of us who have cards that already blew up? Am I going to have to spend 3 days on the phone to get my barely out of warranty laptop fixed like I did with my barely out of warranty LCD panel?

I don't know who is worse, Dell or Nvidia.
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by Vegaman_Dan July 27, 2008 12:20 PM PDT
Dell has been capturing system boards from affected systems for a while now for researching into the cause. There is no way to correct the issue as this is a problem with the nVidia chipset itself. All you can do is keep replacing system boards. The BIOS fix simply speeds up the CPU fan. Yes, it will be much louder, but it should help in the lifespan of the board itself.


BTW, this is the same issue that affect Toshiba Portege M4, M400, Tecra M5, HP nc8430, and much of the Lenovot X/T 60/61 series. Those OEM's are working on their own solutions for this known issue with the GPU overheating.

Reply to this comment
by napacab July 27, 2008 6:31 PM PDT
I have an XPS1330 and a story about Dell premium service:
I was experience intermittent video glitches about 4 weeks ago so I called Dell service who determined that the mother board needed replacing (they did not mention any particular problem with video chips or otherwise). Since it was premium on-site service for which I paid they said a service tech would be out the following Monday (this was on Thursday) to replace it. Monday they informed me that the mother boards were out of stock. Long story short, it took over a week during which I explained that this was my work computer and they apologized like crazy (super sophisticated corporate speak) and told me that defective mother boards and out of stock replacement parts were "beyond their control". Really, they did say that, a supervisor no less!

The mother board was replaced 10 days after the complete failure of the machine. That mother board started exhibiting the same symptoms in exactly one week. The chat service tech wanted me to restore the system to original settings and when I question this he literally disconnected (and no I was not being abusive, I was just not following along like a sheep). So I phoned Dell support and it was determined that the mother board was failing again but this time I had to send the computer back to Dell for repair which would take up to 2 weeks. I explained that it was a work computer and that I could not be without it and asked if they could send me a loaner. They apologized like crazy again and told me "no" because I bought it as an individual rather than as a company so they "couldn't" (I think "wouldn't" a better word) send me a loaner.

So I sent it back and went to Office Depot and bought a Vaio on which I am typing this very comment. The Dell is too unreliable for travel so I've replaced it. It's back of course, sitting on my desk, a really expensive paper weight.

What Dell is good at is corporate speak. What Dell is bad at is truly understanding a customer problem and rectifying it. I'd not pay for premium support again. Indeed, I'll never buy another Dell computer.
Reply to this comment
by napacab July 27, 2008 6:37 PM PDT
I have an XPS1330 and a story about Dell premium service:
I was experience intermittent video glitches about 4 weeks ago so I called Dell service who determined that the mother board needed replacing (they did not mention any particular problem with video chips or otherwise). Since it was premium on-site service for which I paid they said a service tech would be out the following Monday (this was on Thursday) to replace it. Monday they informed me that the mother boards were out of stock. Long story short, it took over a week during which I explained that this was my work computer and they apologized like crazy (super sophisticated corporate speak) and told me that defective mother boards and out of stock replacement parts were "beyond their control". Really, they did say that, a supervisor no less!

The mother board was replaced 10 days after the complete failure of the machine. That mother board started exhibiting the same symptoms in exactly one week. The chat service tech wanted me to restore the system to original settings and when I question this he literally disconnected (and no I was not being abusive, I was just not following along like a sheep). So I phoned Dell support and it was determined that the mother board was failing again but this time I had to send the computer back to Dell for repair which would take up to 2 weeks. I explained that it was a work computer and that I could not be without it and asked if they could send me a loaner. They apologized like crazy again and told me "no" because I bought it as an individual rather than as a company so they "couldn't" (I think "wouldn't" a better word) send me a loaner.

So I sent it back and went to Office Depot and bought a Vaio on which I am typing this very comment. The Dell is too unreliable for travel so I've replaced it. It's back of course, sitting on my desk, a really expensive paper weight.

What Dell is good at is corporate speak. What Dell is bad at is truly understanding a customer problem and rectifying it. I'd not pay for premium support again. Indeed, I'll never buy another Dell computer.
Reply to this comment
by jef5623 July 28, 2008 2:48 AM PDT
Dell will still have problems causing Nvidia graphics chip glitch in the 7th age of Computing?
Reply to this comment
by ecosner1111 July 28, 2008 5:08 AM PDT
I'm going to run the patch. I've been fortunate that my XPS1530 has been working to my satisfaction so far. I have a 3 year warantee and I'd rather only deal with this problem once and hopefully get a better card after a workable solution is in place. They are still selling laptops with these cards and I'm wondering if you'll end up getting another defective card if you return it to Dell. Does anyone know if Dell has been replacing the cards with non-defective ones? Thx.
Reply to this comment
by jclift26 July 28, 2008 8:59 AM PDT
I think I can anwer your question ecosner1111 My laptop is being replced with another vostro with same chip, I've been told the problem has been sorted with the patch, but not convinced.

I have (had ) a Vostro 1400, before I was really happy with the machine until it starting getting hot and exhibiting problems like vertical lines, crashing (ie read Graphics card). Had a technician come through on the warranty (thank god for onsite support) thought it initally was a driver issue mistakenly, then was told it was graphics card problem with motherboard. Anyway techie formatted hard drive before crash ,had no motherboard. next time came (3 days later, after the problem was not reported) with motherboard, told they weren't told to reinstall OS!!! Came with new Motherboard, then toggle Wifi switch wouldn't work. Another 2 days later came with yet another Motherboard, still same problem with wifi switch. ...Bottom line, have now hotline email address to supervisor in technical support. now have a replacement Vostro 1310 coming. I'm definitely extending my warranty, as it comes with the same chip!!! Still now worried that my motherboard is going to continuously be replaced (and out of warranty now with the "fix", I'm of the same opinion, it's to shaft the consumer so that Dell won't need to send a technician to replace the MB all over again)

PS I first reported the issue the first week of July. am only getting replacement 8 AUG! ( having parts in stock is out of their control apparantly).
PPS Sorry for the longwinded comment .
Reply to this comment
by saintckk August 4, 2008 3:54 AM PDT
Just think of this, news that OEMs like Dell and HP is getting $150 from Nvidia over the problem, now what did we, as consumer gets in return? a bloody lousy BIOS fix and have to constantly feared that one day our laptop would fail! Those of you, who got a replacement from DELL, don;t be so happy, they are replacing your unit with the same GPU from the OEMs, hopefully, one day when it fails, the warranty is over or you have to pay for extended warranty coverage! and they still get $150 over it! Not a bad deal after all and we are all suckers!
Reply to this comment
by hlywd217 August 4, 2008 10:11 PM PDT
I purchased an XPS M1330 last fall. It had intermittent video problems for the longest time. I finally got fed up and called Dell earlier this year and they sent someone out and said that the video card had failed. The tech replaced the motherboard and it's been running fine ever since. I bet I was having the same issue..maybe...

Replacement motherboards for everyone?
Reply to this comment
by DellsucksBIG August 22, 2008 10:14 PM PDT
I believe that the problem is bigger than Dell or Nvidia care to admit. There have been many MANY reports of the same problem with the G71 chip in the GeForce 7900. But i have found one thing about Dell, if you end up having to buy a part from them, find out which models the part was used in. I have to buy a new video card (same problem) for an out of warranty E1705. This card was used in the 9400 ($226), the 1705 ($369) and the XPS($504) Dell reports that it is the same card, just different part numbers.(!)
On the other side, so far they have shipped me a desktop card (I let them look up the part number) now my computer has been down almost a month because they keep on changing my order and setting the delivery date back another week or two! (This is a cash order, not warranty- and the Dell parts person told me that they have 1,004 cards in stock!)
Their Customer service is terrible, all they will do is repeat over and over exactly what you can look up yourself online, they interupt you when you are talking, and hang up or transfer you to sales every chance they get. I am to the point that i don't care if they ever send the new card, i am going to make it my personel project to call them every day and give them hell, just like their junk computer has given me the past two years (BTW- third HD, second battery, and a flaky power supply- all the hard drives were refused under warranty- one they said they would replace, but I had the wrong address, (?????) so they refused to ship it!!!!)
Makes me want to buy a Mac....
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About Nanotech: The Circuits Blog

Brooke Crothers was formerly editor-at-large at CNET News.com, an analyst at IDC (International Data Corp.) Japan, and an editor at The Asian Wall Street Journal Weekly (The Wall Street Journal, Dow Jones), among other endeavors, including a recent hiatus from the tech industry when he co-managed an after-school math and reading center. Nanotech covers computer chip technology and how it defines the computing experience. He is a member of the CNET Blog Network, and is not an employee of CNET. Disclosure.

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