Aurora R10, very disappointed with the software and more

Question

I have always been a fan boy of the Dell line up, but now that I own a $4000 Aurora R10 I will never buy another and will never tell people to buy one.

First, the software is garbage, AWCC is junk. It shows me 000 on my CPU and I was told the next BIOS update will fix it. Well I got that the other day and same thing.

The fans are junk in a PC that cost $4000+. When you go to change them to something better to get better cooling you get errors everytime at bootup. The fact you would lock people to use those junk fans is a joke.

There is so much more to go off about but there is just no point and I know they won't care.

But I'll tell you now, I will never buy another Dell product and will never tell friends and family to buy this garbage. As soon as I can efford to buy a motherboard, tower, and power supply, I'll be pulling the CPU ram and GPU and moving to a real PC. Then running this garbage over with my truck. I'll send the garbage back to Dell.

I saved for over a year to get this thing and its was a waste. Thanks Dell.

JagodaMoskal · Answer

As far as I saw, that update on windows force to update Dell assistance and in next step dell assistance is installing those updates. So thats why it isn't optional. Thats really terrible fail... Even if issue is well known its still available to download...

sm56 · Answer

I thought starting with Windows 10 version 20H2 that driver updates from Win 10 would be presented as 'optional' updates, meaning that Windows won't force them?

JagodaMoskal · Answer

almost same spec, 5900, 3090, 64gb of original ram (kingston fury 4x)

PCRead · Answer

Blocking BIOS upgrades only gets you so far.
Scenario: R10 is bricked, requires new mobo. Engineer arrives, does the switch, goes into the BIOS to disable auto upgrade before the first proper boot with its self-destructing 2.2.1 fetch.
We boot into 2.1.3, which is on the "new" motherboard, the machine loads Windows, everything is fine.

So, when do we start upgrading the BIOS again to get all the security and performance benefits? When do we know it's safe for every variant of the machine? Obviously not every R10 is suffering this problem. Is it just the 5900 non X? And who's to say a subsequent upgrade won't be just as troublesome? The mere fact that this happened on a non-downgradeable version has caused me weeks of lost use of my machine. First the hoops you have to jump through to get Dell to even send an engineer. Hoops a "normal" user would have great difficulty navigating. Then the possible wait for components, then the delay in responding.
This is obviously not an isolated incident. It's in their own best interests to sort it out. Sooner rather than later.
I'm glad I bought an XBOX Series S on the same day as I ordered the R10. At least I have something that works when you turn it on.

PCRead · Answer

That would require Dell to send an engineer with a (more expensive) CPU. If that is the fix, fine. But who's paying for the price difference?
They would have to replace all affected 5900 systems with 5900X. I don't see that happening either.

A new BIOS version that works would be cheaper for them.

JagodaMoskal · Answer

So maybe here is possibility to check, instead change mobo change 5900 to 5900x?

JagodaMoskal · Answer

Yeah, best is if they do something not nothing. Currently waiting for new mobo.

PCRead · Answer

When it arrives, make sure to get the engineer to prevent automatic upgrade immediately when they're changing the Service Tag, which they will have to do to get it to run.
If you don't, it will automatically look for a newer BIOS version and possibly find it on your boot drive and you'll be back where you started. Ask me how I know.

JagodaMoskal · Answer

Yeah, I'll do it for sure, probably engineer won't know that to prevent that. I've just checked where that option is so seems it should be fine (hope nothing happen after that)

PCRead · Answer

Keep us posted.
Remember though, that the engineers aren't always familiar with the Alienware systems. They may be much more experienced in business servers etc, but be allocated to also doing private customer machines. The previous guy that came here was excellent, but hadn't seen an R10 before. Although he has an Area 51 at home, this is a different beast.

And the firrst engineer actually put the CPU Cooler lead onto the CPU Fan socket. An easy mistake. The machine still ran and even gamed (Forza Horizon 4), but SupportAssist flagged the error and I fixed it myself.
My advice is to hover. I know some techies hate it (I'm not keen myself), but just keep an eye out. And make sure he swaps out all the components, including those precious VRM heatsinks next to the CPU. The last guy wasn't aware they weren't part of the mobo.

Apart from the inexperience with the unit, both techies that have been to fix it (try to) have been really. good.

Just keep your eyes open, give them a coffee and give them all the information you can think of.

JagodaMoskal · Answer

Today I got info that parts are on way, so probably monday/tuesday it'll get change.

PCRead · Answer

Good luck.

I've just gotten confirmation that my case is being sent up to the 3rd level support. Finally. I hope this results in a new BIOS version that finally fixes the problem. If it is the solution, it should help several systems.
At least you have a (partial) solution in sight. Have a good weekend!

JagodaMoskal · Answer

Thx! I hope you solve your case soon.As far as I know and discussed, issue with Ryzen is more generic, not only Dell, there are many other cases after BIOS update.

JagodaMoskal · Answer

So Im after mobo change, turn off UEFI update on bios. Everything seems working fine - autoupdate isn't working restarted PC couple times, check latest update (Alienware update shows new Bios). So this partial solution is working.

PCRead · Answer

That's great news! I'm waiting for Dell "3rd level support" to get back to me with a fix.
Which your case has proven to be, new mobo, no UEFI update.
Until they fix the broken BIOS.

Well. Enjoy your machine!

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Aurora R10, very disappointed with the software and more

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