Alienware M17x R2 - Command Center error instead of loading, additional problems

Question

Hello, I didn't see an established format for these posts, so I will attempt to be brief and efficient. History on my system: When first received, the hard drive flagged an error Two years or so later the hard drive became corrupted which necessitated a swap of all drives Licensed dell tech came to the house, replaced both drives, provided no method of reinstalling Windows 7 New hard drives were blank without any default system restore data Dell tech support provided walkthrough for reinstallation of Windows Lacked all drivers, Command Center, or anything of use The following year, motherboard developed a fault Repair guy took 6 hours to replace the motherboard, system booted up but now the mouse, command center, and Intel My Wifi no longer functioned Repair guy was unreachable for quite some time, contacted Dell, they dispatched the same one 'Fixed' the mouse, was unable to demonstrate any competence regarding command center or Intel My Wifi, left the plastic bar near in which the power button and touch pad for hotkeys bowed and warped Contacted Dell tech support, was essentially told that because It's not a major problem, deal with it or fix it myself. Tried a few times to get my problems fixed, but Dell tech support usually tells me there are no logged calls regarding my laptop and as such they cannot dispatch anyone to make any repairs. Around this time, the system developed a quirk where every time I would start the system, it would boot up to the login menu and then immediately go to sleep/hibernate. The second bootup of the system runs without issue. Sorry for the rant, but this does impact my ability to function academically to various degrees. I am a full-time graduate student and so my life is basically spent on this computer and I can't really afford to replace it and don't really have time to send it in to any sort of repair center. I have attempted to uninstall command center and reinstall the latest version, etc. This doesn't work, and when I do call Dell tech support, they just want me to keep trying that due to the 'calls not logged' problem. So if anyone can help at all, I'd be really appreciative.

AndrewSi · Answer

If you feel confident enough I would recommend a fresh installation of everything, there's a heap of step by step guides on what to install and in what order, so as long as you have the OS DVD then this is prob a good place to begin.

I can walk you through the procedure to re-install everything so it has all software just like it come from the factory.

Once your've done that and if the problem persists then you can try something else, but by the sounds of things your drivers ect are a bit of a mess and no telling what conflicts or dual installed programs are running.

Kon-El · Answer

I was able to find my OS installation disc. I will report back once I have backed up my files (I have a Seagate 1TB NAS which I can use - my 500GB WD Passport apparently is incapable of connecting to my laptop now). A few questions:

I have two OS installation discs, both apparently for Windows 7. I will post pictures of them when I can (they have different labels). Is there a specific one I should use? I also have the something I believe was called the "Resource Disc."
Is it possible that the repair guy left a few things disconnected? I had a hypothesis that Command Center required some kind of connection to the LED system or perhaps sensors within the laptop.

Thank you!

Kon-El · Answer

Hello, Here are pictures of the discs I've got for the system. Also, upon booting up my laptop this evening it appears as though one of my hard drives have developed a fault.

AndrewSi · Answer

Hi again KON-EL.

DO NOT UNDER ANY CIRCUMSTANCES use your resource DVD to install drivers. There is a chance the Command center version on the DVD has a earlier firmware version than what you currently have, if that is the case and you use the DVD you will brick your command center I/O chip.

Can I ask, do you need the RAID striped array, personally I hate RAID and if possible remove it from the system I sell, if two separate HDD's are OK with you I recommend you go that way.

An argument could be presented that if you did not have RAID this may not have happened, looks like in the photo its HHD1, and in non RAID systems the OS is stored on HHD0

Step 1. Got to http://www.dell.com/support/drivers/us/en/19/Product/alienware-m17x-r2 and download the drivers you require, be sure to tick the relevant drop down box to select your operating system

Step 2. Use the Alienware Win 7 DVD to re-install windows.

Step 3. Use this guide http://www.dell.com/support/troubleshooting/us/en/19/KCS/KcsArticles/ArticleView?c=us&l=&s=dhs&docid=536193 to re-install the drivers in the correct order - WITH THE EXCEPTION OF INSTALLING DOTNET FRAMEWORK v4.0 FIRST - BEFORE DRIVERS. You also don't need to use Dell display drivers, I never do, go to your GPU manufacturers website (AMD or Nvidia) and use the latest driver from there

Alienware Command center functions are controlled by a chip, as long as everything else is working then the possibility this is related to a loose connection is negligible.

Once you've finished the re-install, come back and let me know how things are going, if the problem still persists then at least you have eliminated something major and we can try other tactics

Oh and by the way - HAPPY NEW YEAR (4hrs to go here)

Kon-El · Answer

When I installed the drivers for everything following the last OS installation, it was under the guidance of a Dell tech over the phone. He had me update the firmware and then had me install the original version of Command Center that came with my laptop. As you said it could brick the chip that controls the Command Center functions, do you think that's what happened?

Also, will the reinstallation do away with the corruption on the hard drive? It doesn't appear to be catastrophic or anything so far..

Thanks again and happy new year!

AndrewSi · Answer

Hi Kon-el - Theres a very good chance if you used the Alienware Command center driver from the resource DVD that the chip is bricked.

I would still recommend a re-installation following the guide I provided a link for previously, take it out of RAID and use separate HDD, there may be a small possibility that some of the software has become corrupt or the HDD that is faulty may be interfering with the command center software.

When you do a re-install, make sure you choose custom and delete all partitions so you have a completely fresh start, don't worry about your factory software, I can guide you through the tricky bparts so you have an exact replica of your factory installed software, with all the extra "Alienware" bits included.

Locked Topics – Alienware General

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