9 Posts
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3094
August 9th, 2021 11:00
AW3821DW, not recognized by AWCC
So I have searched through all these forums and the web - no solution that works.
I just purchased the Ultra Wide monitor (which I love) to go with my Aurora R10 running Windows 10 Pro. I cannot get it to be recognized by AWCC (Alienware Command Center) in order to use the AlienFX portion to control and set colors. I know that I can use the controls on the monitor, but they aren't that easy to access when you have speakers right next to the monitor. And isn't the point of the AWCC to control everything Alienware? I should add that AWCC does recognize the Alienware Keyboard and mouse with no issues.
Yes I have uninstalled and reinstalled AWCC using the instructions given by Dell (which includes the RegEdit and folder deletions)
Yes I have the USB upstream cable plugged into the monitor and have moved it to different ports on the Aurora R10 to see if one would work better than another.
Yes I have installed the display smartInstaller listed under the monitor support which was supposed to fix the issue.
Yes I have updated the firmware on the RTX 3080 video card and Aurora R10 to the newest version.
What else might I be missing?
0 events found
DELL-Chris M
Community Manager
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56.9K Posts
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232.1K Points
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September 21st, 2021 10:00
Update 9/21 =
For another user, connecting the AW3821DW USB upstream cable from the AW3821DW to the PC fixed the issue.
DELL-Cares
Vanadiel
8 Professor
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7.1K Posts
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29.6K Points
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August 10th, 2021 05:00
Try to download the Alienware OC suite. It's the second part that goes with AWCC.
Factionless183
9 Posts
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August 10th, 2021 06:00
Sorry, I should have included that in my initial post. When I removed AWCC and reinstalled it, I had no thermal control until I reinstalled the OC suite.
here is what I have installed:
Alienware OC controls application V1.3.32.1360 installed. (I have control via fusion of fan/cpu/gpu), Alienware 510K keyboard light control, and Alienware 610M mouse light control.
AWCC V5.3.2.0
Alienware AW3821DW DRVR_V9YX1
AWFXDisp_SmartInstaller_2.0.1.15
Support assist Drivers & Downloads Scan shows no updates available. Bios is Aurora_Ryzen_Edition_2.1.3 RTX 3080 bios is V1.0.0.2
Monitor connects to system via Dell supplied DisplayPort-DisplayPort cable from monitor port 4 (as described on page 13 of monitor user manual) to port 1 (as described on page 11 of RTX3080 user guide) on RTX3080 card. Dell supplied USB uplink cable from monitor port 9 (as identified on page 13 of monitor user manual) to USB3.1 gen 2 port (back panel item 5 as described in R10 user guide page 10 ).
Factionless183
9 Posts
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August 12th, 2021 06:00
So I have been PM’ing with support for the past 4 days. I have uninstalled, reinstalled AWCC and all of the associated components multiple times. I have installed outdated versions of drivers that are not recommended for my system (Per Supports request). I have done a clean install of the entire system and then reinstalled all of the Alienware components. None of this has solved the issue of the thread title : The AWCC software does not recognize the AW3821DW Monitor. The last last PM from support that I got suggested that I go back to a restore point where the system worked - well since they had me do a clean install that suggestion is mute especially since the software NEVER worked with the new hardware - hence the thread being created.
It is a shame that Dell software doesn’t work with Dell hardware.
Oh well, it is still a great monitor, but it would be better if the software worked as Dell advertised. Be safe everyone…..
Factionless183
9 Posts
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September 21st, 2021 10:00
One of the first things tried as a possible solution. Did not solve the issue for me. It has been connected since before I even started this thread. Thanks for the suggestion though.
AnClar
2 Intern
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290 Posts
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July 4th, 2022 23:00
@DELL-Chris M Just a comment on this old thread to say, Thanks! I was going crazy trying to figure out why my new AW3821DW was not being recognized by AWCC while setting up my Aurora R13. This post saved me potentially hours of work trying to figure the problem out. Sure enough, the upstream USB cable was not connected. Plugging that in fixed the issue for me. If I'd read the documentation carefully, I'd have seen that item. Sometimes we tend to complain when our systems aren't perfect, but we don't say thanks enough for the work you in support do for us, so Cheers!