Aurora R12, loss of USB headphone, Xbox controller

Question

Got this unit just recently, fully loaded, 2TB NVMe, 32GB RAM, 11th gen i9 CPU 3.5Ghz to 5.3Ghz, RTX3090, etc.

When rebooting or waking up from sleep, gaming with an XBOX controller, I'll lose USB connection to the headphones (USB) and the controller after several minutes of gameplay.

To fix it, I'll have to tap the mouse or a keyboard key to "wake it up again".

Power is still going to the controller, but have to tap the mouse or keyboard for the "data' side of the USB.

I've tried everything, the power management, the device management for the USB, even re-installing Windows 10 via the support assistant, updating the BIOS, etc, same thing.

Also, this happens after a reboot, but only once, first instance of playing a game, the game looks like at one early point the gameplay glitches (like gameplay freezes) for less than a second at some point and then it's all fine after that until I reboot it again.

Anyone else with a Alienware Aurora R series having issues? It's less than a week ago since I got it.

Also, updated everything, drivers, BIOS, etc. Same thing.

I literally just got this unit this week and having these issues.

Another issue, enabling HDR in Windows, then watching HDR content on the Netflix App, it crashed the app like mad and can slow the machine down when the app crashed, black screen in the app, freezing video, sound still playing though. Disabling HDR in Windows, Netflix goes back from HDR to normal HD, those videos on Netflix that crashed as they were in HDR but now playing back in HD, playback fine in HD.

Thanks.

EDIT: I've contacted Dell, at least to get the case started as I've only had the computer for about 2 days. They're not sure why this is happening, as went through all the troubleshooting steps they mentioned and I told them I have done absolutely everything possible already and it's still happening. Work in progress.....

Mary G · Answer

Did you check the Event Viewer for clues? See if there any relevant Errors to report to Support.  I would not wait too long since you only have a limited return window.

r72019 · Answer

If it turns out to be a hardware issue I'd suggest return and repurchase as opposed to them fixing or replacing parts or the entire PC.

1. A repurchase will restart the 30 return period clock and 1 year warranty but a exchange/repair will not.

2. It could take months for an exchange which eats up your warranty period while you don't have use of the pc, and the next gen model should be coming out around or shortly after October 25th.

3. You may get refurbished parts or PC with a repair or replacement.

TheChamp · Answer

They are going to replace the motherboard and take it from there.

Do you think as the unit is only 2-3 days old, they should replace it with a new computer?

As they mentioned the replacement motherboard may be a refurbished one.

DELL-Chris M · Answer

* Does the Xbox controller come with its own software to control its power management?* What specific USB headphone?* Did you test both devices on all 13 USB ports?

TheChamp · Answer

* Does the Xbox controller come with its own software to control its power management?

- No, just plug and play, Genuine Microsoft Xbox Controller.

* What specific USB headphone?

Alienware 510H 7.1 Gaming Headset AW510H - Lunar Light

* Did you test both devices on all 13 USB ports?

Yes

Even the controller, tested it via USB C.

The culprit is the XBox Game Bar. Disabling it, fixes the disconnection issue.

TheChamp · Answer

Ok.

The Motherboard got replaced.

I've installed all Windows updates, fine. Working fine.

Installed the Xbox Apps, Xbox Game Bar.

The issue started again after installing these apps.

I tested further, disabled the XBOX Game Bar and the issue went away.

So, it has something to do with the XBOX Game Bar during a game.

There must be a bug with the Xbox Game Bar, as I tried 2 Xbox controllers and it's the same issue when the Xbox Game Bar hasn't been disabled.

So, for now, I have disabled the Xbox Game Bar.

I have also contacted Dell to notify them of this issue.

I spent countless hours troubleshooting this, even with the original motherboard.

This time, I installed all windows updates and installed the Xbox apps one by one, to see what happens as it only happens during gaming and I found the culprit, lol. The Xbox Game Bar.

Hopefully someone releases a fix.

Others may be experiencing this issue where the Xbox controller is disconnecting midway through a game and not saying anything as they don't realise why.

The only things that worked while the XBox controller got disconnected, is the xbox controller button, stayed lit and pressing it brings up the XBox Game Bar, Spacebar and a couple other keyboard keys, the buttons on the mouse. Headphones got disconnected at the same time the issue occurs.

Pressing the mouse button or the spacebar, brings the connection back to all devices.

r72019 · Answer

@TheChamp wrote:

* Does the Xbox controller come with its own software to control its power management?

- No, just plug and play, Genuine Microsoft Xbox Controller.

Even the controller, tested it via USB C.

Aurora R12 has bluetooth, perhaps connecting the xbox controller via bluetooth might make a difference? At least gets ride of the cord. But then you need to add weight for the batteries. Personally I don't like the extra clutter on my desk.

TheChamp · Answer

It's not the basic XBox Game bar that's the issue, the one that gets installed with windows, that one is fine.

It's the updated on in the app store that's the issue.

Also happens with Bluetooth as well.

mudshine · Answer

I had this exact same issue (just bought my R12). I'm really glad you wrote this because I disabled the game bar as well and now I have no issues. Thank you.

mudshine · Answer

Actually, it is still happening for me. Is it still happening?

Alienware Desktops

Aurora R12, loss of USB headphone, Xbox controller

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