Dell is putting me thru hell on a Brand New Workstation


sean

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Hi,
I badly need help. I am 71 years old.

I bought a brand new Dell Workstation 3660.
It arrived on July 2nd & was installed on July 7, 2022 by Dell appointed engineer.
Right away after installation I told him that I wanted to check & make sure that system boots & all peripherals are working because I had paid for installation. Right away I found that Microphone was not working & he tried with no success. He was in a hurry & wanted me to sign the papers & just put a remark that microphone is not working & he said Dell engineer will call back. I refused to sign papers & he talked to his boss & left without my signature.

This is a multi-monitor system with 2 NVIDIA T-600 GPUs running 8 Monitors. Over the weekend after July 7th,
I found that resolution on Two monitor is different. These are the same monitors that I am working with another Dell system for many years & still do, so that ruled out that monitor was not the problem.

On following Monday July 11th 2022 a Dell engineer called & remotely worked on my system for almost two hours without success & he hung up. ( May be Dell has a time limit, I don't know ) I wrote to Dell that they should replace this system & give me brand new one that works. Instead they said that they will send parts & I said no as this is a brand new system that has not worked out of the box.

2 days later on Wednesday another Dell engineer called & worked online for 2 hours with no success.
Every time they want to log on the new system, I have disconnect 8 monitors from my current system & connect them to new system & back to current when they are done.

So after 3 engineer's unsuccessful attempts, they said we will dispatch a senior engineer ( From subcontracted Company ) for full day who came on Saturday & spent full day with no success so I raised the issue & told them that I am done.
So they asked the opinion of the engineer who worked twice & he called me & told me that it is not going to work because of lack of 2 full X16 PCIe slot ( They have put second card on X4 slot ) & he has conveyed that message to someone in charge of workstation.

So I thought that now they will make things right & waited another week but didn't hear from them.

So I wrote them again last Friday, July 29 & told them that they have wasted one month of my time & their time & gave them 3 choices :
(1) Send me a new system in working condition without any issues.
(2) Send me another model that has two full length PCIe X16 slots with similar configuration.
(3) Give me my money back.

I got a reply from my sales guy that they have escalated the case to the next level to look into the issue.

People who are using Dell system & those who are not or have used in past kindly help me as to what can I do ?


Thank You all.
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BrianInEngland

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Here's what I would do - don't ever buy Dell
 

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ThrashZone

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Hi,
What microphone are you actually using.
 

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Badger

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I'd demand my money back and shop elsewhere! A number of years back I purchased a Dell system and it was the worst experience I've ever had! The system worked for maybe six months and then just had one problem after another. Multiple motherboards etc... At that point I decided to build my own and have never looked back!
 

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badrobot

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You have all the power to return it for refund since they can't fix the problem. Don't ask them. Tell them you are going to get your money back.
What kind of microphone is it? Are you talking about the mic input not working? Have you tried a USB mic and see if it is working?
 

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glasskuter

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If I remember correctly, in your other thread you also had a problem with your fonts. Did Dell resolve that issue or do you still have that problem along with the non-working microphone?

I was in your exact situation with Dell relating to an Optiplex I bought. Not the same problem as yours, but multiple problems. If you want to read the ordeal I went through, just do an advanced search on this forum For "Dell" and my user name and you will find the threads. My problems started last August when I purchased the system and wasn't resolved until this Feb.

This is the specifications sheet for your system.The graphics cards you purchased are NOT on this list of approved cards. In trying to resolve your problem, did Dell try 2 of the cards that ARE on this list?

Screenshot 2022-08-01 105655.jpg


All I can advise you to do is what I did. Stay after them. Demand a refund or threaten lawsuit, BBB complaint, etc unless they make it right.

I do not know who you wrote to with Dell, but I sent my registered letter to their Corporate Headquarters.
Michael Dell, CEO
1117 PERIMETER CTR STE E407
Atlanta, Ga 30338-5468
 

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Hazel123

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I think you are doing well persisting. If they've escalated the case, hopefully you'll hear something soon. It must be very frustrating not being able to have it working properly. Just wondering if it's an option to hire your own local IT person to come in and check everything over and write a report of the issues and what's needed. And charge them for his costs! But it sounds like someone has already been in and found what's needed.

Only other advice I can give is to put everything in writing. It seems to have an effect.
 

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Dru2

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So at the end of the day the technicians can't get your Microphone to work, and two of you eight monitors have the wrong resolution?

Hi,
I badly need help. I am 71 years old.

I bought a brand new Dell Workstation 3660.

Right away I found that Microphone was not working & he tried with no success. He was in a hurry & wanted me to sign the papers & just put a remark that microphone is not working & he said Dell engineer will call back. I refused to sign papers & he talked to his boss & left without my signature.

I found that resolution on Two monitor is different. These are the same monitors that I am working with another Dell system for many years & still do, so that ruled out that monitor was not the problem.

Sounds like the techs are lost or there's more to the issue then they want to admit. Personally, I'd just have the system returned for a full refund. BTW, who did you buy your system from. Was it direct from Dell, or some other company selling "Dell" products?
 

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pparks1

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Being that this is a desktop computer, the MIcrophone is an outside connected device, right? Like a headset or other type of USB peripheral.
 

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bobkn

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(snip)

So after 3 engineer's unsuccessful attempts, they said we will dispatch a senior engineer ( From subcontracted Company ) for full day who came on Saturday & spent full day with no success so I raised the issue & told them that I am done.
So they asked the opinion of the engineer who worked twice & he called me & told me that it is not going to work because of lack of 2 full X16 PCIe slot ( They have put second card on X4 slot ) & he has conveyed that message to someone in charge of workstation.

(snip)


I've never had a system like that (8 monitors?), but I'm skeptical that having the second graphics card in an X16 slot that's wired as X4 is at the root of your issues. I suspect that the service person was MSU (making stuff up, but not "stuff").

I'm not sure it that motherboards with two full X16 slots are available for Intel Gen12 CPUs. The highest-end boards that I am aware give X8 bandwidth for each of two X16 (physical) slots. That should be enough for PCI-Express 4.0 or 5.0 cards, I'd think.

The Quadro T600s are PCI-E 3.0 cards. Whether 4 lanes of PCI-E 3.0 give enough bandwidth for the second card, I don't know. (If I had to guess, I'd say yes.)

It's too bad that the Dell support contractors haven't been able to solve your problems. I wish that I could supply some positive advice.

Maybe you'd have better luck with an HEDT (high end desktop) PC, which may come out later this year. If memory serves, the most recent generation of HEDT CPUs was Gen 10. The i9-10980XE offered 48 PCI-E lanes, rather than the 20 of the I9-12900K. (LGA 2066 motherboard.) It'd be a lot more expensive than a Precision 3660, though.
 

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Dru2

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We can only go by what the OP tells us, and not what the tech themselves are actually saying. It would also help to understand the OPs understanding of PC tech as well.

I do find it odd the PC hasn't been replaced by Dell seeing their techs (per OP) hasn't been able to solve the issue in near a month's time.
 

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badrobot

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(2) Send me another model that has two full length PCIe X16 slots with similar configuration.

I don't think this is possible with the specific model you purchased. They cannot magically add another x16 slot on any model. You have to pay extra for it as they will have to install a specific motherboard with two x16 slots. If that is the model you selected, then you only get one x16 slot unless you specified what you needed and they made a mistake about it.
 

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bobkn

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I don't think this is possible with the specific model you purchased. They cannot magically add another x16 slot on any model. You have to pay extra for it as they will have to install a specific motherboard with two x16 slots. If that is the model you selected, then you only get one x16 slot unless you specified what you needed and they made a mistake about it.
The Quadro T600 only fits in a PCI-E X16 slot.

The second X16 slot in the Dell is wired as X4.
 

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    Intel I9-12900K
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    Asus Prime Z690-A
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    64GB Kingston DDR5-5600
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    Gigabyte RTX 3090 ti
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    Viewsonic XG320U
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    Corsair iCUE H150i ELITE CAPELLIX Liquid CPU Cooler
    Internet Speed
    1200 Mbps
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    Ryzen 9 5950X
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    Asus Tuf Gaming X570-Plus
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    64GB DDR4 3800 (@ 3600)
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    Zotac RTX 3080
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    3840 X 2160
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    Sabrent 1 TB PCI-E 4.0 X4 NVME M.2
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Dru2

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I don't think this is possible with the specific model you purchased. They cannot magically add another x16 slot on any model. You have to pay extra for it as they will have to install a specific motherboard with two x16 slots. If that is the model you selected, then you only get one x16 slot unless you specified what you needed and they made a mistake about it.
There seems to be a bit of "assuming" going on here as nowhere did anyone mention an X4 slot, so that's just an assumption that the card/s are running at those speeds. And traditionally a GPU setup typically ran at 8+8 when two cards were used. Now it's 16 + 16 (I think).

Additionally, the OP isn't complaining about a card not working, only 2 of the 8 monitors are using the wrong resolution; so we know the cards are at least working.

I think there are far too many questions to be asked and answered before we start "assuming" which will then lead to more frustration and "guesswork" on what "may" be at issue based on.... assumptions.

That said, it would be nice to have the OP specifically list the tech specs of said machine as this base (Dell Workstation 3660) model tells nothing of the spec'd machine's actual specs. There's also a question of the GPU's actually installed per glasskutter's post.

I also think we should assess the OP's understanding of these things before providing "guesswork" fixes. Personally, I think they should just return the PC and find one that actually works as it should out the box.

That said, I say again, I find it odd Dell hasn't replaced the PC, and wonder if this actually came from Dell or is just a Dell product sold by some other company with Dell support.
 

My Computers

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    Windows 11 Pro 21H2 (22000.795)
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    Intel i9-9900K
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    Gigabyte Aorus Z390 Xtreme
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    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
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    Radeon VII
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    NEC PA242w (24 inch)
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    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev 22H2 (build 25140.1000)
    Computer type
    Laptop
    Manufacturer/Model
    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
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    Intel
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    16igg
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    Intel HD 620
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    Onboard
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    14.0 WQHD OLED Touch
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    1TB NVMe Drive (OEM)
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badrobot

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There seems to be a bit of "assuming" going on here as nowhere did anyone mention an X4 slot, so that's just an assumption that the card/s are running at those speeds. And traditionally a GPU setup typically ran at 8+8 when two cards were used. Now it's 16 + 16 (I think).

Additionally, the OP isn't complaining about a card not working, only 2 of the 8 monitors are using the wrong resolution; so we know the cards are at least working.

I think there are far too many questions to be asked and answered before we start "assuming" which will then lead to more frustration and "guesswork" on what "may" be at issue based on.... assumptions.

That said, it would be nice to have the OP specifically list the tech specs of said machine as this base (Dell Workstation 3660) model tells nothing of the spec'd machine's actual specs. There's also a question of the GPU's actually installed per glasskutter's post.

I also think we should assess the OP's understanding of these things before providing "guesswork" fixes. Personally, I think they should just return the PC and find one that actually works as it should out the box.

That said, I say again, I find it odd Dell hasn't replaced the PC, and wonder if this actually came from Dell or is just a Dell product sold by some other company with Dell support.
I checked the specs myself.
 

My Computers

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    Windows 11 Pro
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    PC/Desktop
    CPU
    AMD Ryzen 9 3900X
    Motherboard
    MSI MPG Gaming Edge Wifi (X570)
    Memory
    32GB Adata XPG DDR4
    Graphics Card(s)
    ASUS GTX 1070 8GB ROG
    Monitor(s) Displays
    LG Ultrawide 34"
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    3440x1440
    Hard Drives
    Main Boot Drive : 512GB Adata XPG RGB Gen3x4 NVMe M.2 SSD
    PSU
    EVGA 600 Watts Gold
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    Deepcool Genome II
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    Deepcool Fryzen
    Internet Speed
    1Gbps
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    Chrome
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    "Moderna"
  • Operating System
    Windows 11 Pro
    Computer type
    PC/Desktop
    CPU
    i7-4790K
    Motherboard
    ASRock Xtreme6 Z97
    Memory
    16GB Corsair Vengeance Pro
    Graphics card(s)
    MSI R9 290
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    LG Ultrawide 34"
    Screen Resolution
    3440x1440
    Hard Drives
    Samsung M.2
    PSU
    Thermaltake 475 Watts 80 Bronze
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    Thermaltake Commander I Snow Edition
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    Deep Cool Archer Air Cooler
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    Logitech G402
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    Armageddon MKA-5R RGB-Hornet
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Dru2

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    Custom built
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    Intel i9-9900K
    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
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    Corsair H115i RGB Platinum
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    Logitech Craft
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    Logitech MX Master 3
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    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev 22H2 (build 25140.1000)
    Computer type
    Laptop
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    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
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    Onboard
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    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
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    1TB NVMe Drive (OEM)
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    Logitech MX Anywhere 2S
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badrobot

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So, you know the specific build the OP has? You have a link to said specific build?
He mentioned the model, and none of the other options for that model have two x16.

1659385632405.png
 

My Computers

System One System Two

  • OS
    Windows 11 Pro
    Computer type
    PC/Desktop
    CPU
    AMD Ryzen 9 3900X
    Motherboard
    MSI MPG Gaming Edge Wifi (X570)
    Memory
    32GB Adata XPG DDR4
    Graphics Card(s)
    ASUS GTX 1070 8GB ROG
    Monitor(s) Displays
    LG Ultrawide 34"
    Screen Resolution
    3440x1440
    Hard Drives
    Main Boot Drive : 512GB Adata XPG RGB Gen3x4 NVMe M.2 SSD
    PSU
    EVGA 600 Watts Gold
    Case
    Deepcool Genome II
    Cooling
    Deepcool Fryzen
    Internet Speed
    1Gbps
    Browser
    Chrome
    Antivirus
    "Moderna"
  • Operating System
    Windows 11 Pro
    Computer type
    PC/Desktop
    CPU
    i7-4790K
    Motherboard
    ASRock Xtreme6 Z97
    Memory
    16GB Corsair Vengeance Pro
    Graphics card(s)
    MSI R9 290
    Monitor(s) Displays
    LG Ultrawide 34"
    Screen Resolution
    3440x1440
    Hard Drives
    Samsung M.2
    PSU
    Thermaltake 475 Watts 80 Bronze
    Case
    Thermaltake Commander I Snow Edition
    Cooling
    Deep Cool Archer Air Cooler
    Mouse
    Logitech G402
    Keyboard
    Armageddon MKA-5R RGB-Hornet
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    Moderna :)

Dru2

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He mentioned the model, and none of the other options for that model have two x16.
That was precisely my point. We're just guessing at the specs, even though the OP mentions it has dual T600 GPUs.
This is a multi-monitor system with 2 NVIDIA T-600 GPUs running 8 Monitors. Over the weekend after July 7th,
Did the OP add them? Or did they come with the PC? We can assume, but... so yeah, it would help if the "OP" chimed in with the actual specs that came with the setup. That may help with the GPU issue.

There's also the question of the microphone. Is this an included or added item? Is it hardware or software issues?
 

My Computers

System One System Two

  • OS
    Windows 11 Pro 21H2 (22000.795)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom built
    CPU
    Intel i9-9900K
    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
    Cooling
    Corsair H115i RGB Platinum
    Keyboard
    Logitech Craft
    Mouse
    Logitech MX Master 3
    Internet Speed
    500mb Download. 11mb Upload
    Browser
    Microsoft Edge Chromium
    Antivirus
    Windows Security
    Other Info
    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev 22H2 (build 25140.1000)
    Computer type
    Laptop
    Manufacturer/Model
    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
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pparks1

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    Beelink SEI8
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    Intel Core i5-8279u
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    AZW SEI
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    32GB DDR4 2666Mhz
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    Intel Iris Plus 655
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    Intel SST
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    Asus ProArt PA278QV
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    2560x1440
    Hard Drives
    512GB NVMe
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    NA
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    NA
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    NA
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    NA
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    NA
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    500/50
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    Mini PC used for testing Windows 11.

Dru2

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My Computers

System One System Two

  • OS
    Windows 11 Pro 21H2 (22000.795)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom built
    CPU
    Intel i9-9900K
    Motherboard
    Gigabyte Aorus Z390 Xtreme
    Memory
    32G (4x8) DDR4 Corsair RGB Dominator Platinum (3600Mhz)
    Graphics Card(s)
    Radeon VII
    Sound Card
    Onboard (ESS Sabre HiFi using Realtek drivers)
    Monitor(s) Displays
    NEC PA242w (24 inch)
    Screen Resolution
    1920 x 1200
    Hard Drives
    5 Samsung SSD drives: 2X 970 NVME (512 & 1TB), 3X EVO SATA (2X 2TB, 1X 1TB)
    PSU
    EVGA Super Nova I000 P2 (1000 watt)
    Case
    Cooler Master H500M
    Cooling
    Corsair H115i RGB Platinum
    Keyboard
    Logitech Craft
    Mouse
    Logitech MX Master 3
    Internet Speed
    500mb Download. 11mb Upload
    Browser
    Microsoft Edge Chromium
    Antivirus
    Windows Security
    Other Info
    System used for gaming, photography, audiophile media center, work.
  • Operating System
    Win 11 Pro Dev 22H2 (build 25140.1000)
    Computer type
    Laptop
    Manufacturer/Model
    Lenovo ThinkPad Yoga X1
    CPU
    Intel i7-7600U
    Motherboard
    Intel
    Memory
    16igg
    Graphics card(s)
    Intel HD 620
    Sound Card
    Onboard
    Monitor(s) Displays
    14.0 WQHD OLED Touch
    Screen Resolution
    2560 x 1440
    Hard Drives
    1TB NVMe Drive (OEM)
    PSU
    laptop
    Case
    laptop
    Cooling
    Laptop cooling
    Mouse
    Logitech MX Anywhere 2S
    Keyboard
    Laptop
    Internet Speed
    100MB
    Browser
    Edge Chromium
    Antivirus
    Windows Security
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