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mannunix
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Alienware Thermal Controls 4.8.23.0 Crashing when I open a game

Thermal Controls Version 4.8.23.0, A00 crashes consistently when I open some games (PUBG is one example). Result is that the fans stay at whatever level they were at when the crash happened, until I exit game and restart Command Center.

Here is the error details:

Faulting application name: ThermalController.exe, version: 4.8.23.0, time stamp: 0x59c3340e
Faulting module name: KERNELBASE.dll, version: 10.0.16299.15, time stamp: 0x4736733c
Exception code: 0xc000041d
Fault offset: 0x0000000000013fb8
Faulting process id: 0x14a0
Faulting application start time: 0x01d38588ac666220
Faulting application path: C:\Program Files\Alienware\Command Center\ThermalController.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 4707071d-8622-4035-bcb0-606bc372ead3
Faulting package full name:
Faulting package-relative application ID:

<?xml version="1.0" encoding="UTF-16"?>

-<WERReportMetadata>


-<OSVersionInformation>

<WindowsNTVersion>10.0</WindowsNTVersion>

<Build>16299</Build>

<Product>(0x65): Windows 10 Home</Product>

<Edition>Core</Edition>

<BuildString>16299.125.amd64fre.rs3_release.170928-1534</BuildString>

<Revision>125</Revision>

<Flavor>Multiprocessor Free</Flavor>

<Architecture>X64</Architecture>

<LCID>1033</LCID>

</OSVersionInformation>


-<ProblemSignatures>

<EventType>APPCRASH</EventType>

<Parameter0>ThermalController.exe</Parameter0>

<Parameter1>4.8.23.0</Parameter1>

<Parameter2>59c3340e</Parameter2>

<Parameter3>KERNELBASE.dll</Parameter3>

<Parameter4>10.0.16299.15</Parameter4>

<Parameter5>4736733c</Parameter5>

<Parameter6>c000041d</Parameter6>

<Parameter7>0000000000013fb8</Parameter7>

</ProblemSignatures>


-<DynamicSignatures>

<Parameter1>10.0.16299.2.0.0.768.101</Parameter1>

<Parameter2>1033</Parameter2>

<Parameter22>73f3</Parameter22>

<Parameter23>73f31816c3c13c8ad30ea244ee267674</Parameter23>

<Parameter24>00f5</Parameter24>

<Parameter25>00f5a20cb5662b3045fcf5ff4a271351</Parameter25>

</DynamicSignatures>


-<SystemInformation>

<MID>018E3907-64D4-41F0-9C96-D160D08E7103</MID>

<MarkerFile>1028_Dell_ALI_AURORA_R6</MarkerFile>

<SystemManufacturer>Alienware</SystemManufacturer>

<SystemProductName>Alienware Aurora R6</SystemProductName>

<BIOSVersion>1.0.11</BIOSVersion>

<OSInstallDate>1509712923</OSInstallDate>

<OSInstallTime>2017-11-03T12:42:01Z</OSInstallTime>

<TimeZoneBias>05:00</TimeZoneBias>

</SystemInformation>


-<SecureBootState>

<UEFISecureBootEnabled>1</UEFISecureBootEnabled>

<PolicyPublisher>{77fa9abd-0359-4d32-bd60-28f4e78f784b}</PolicyPublisher>

</SecureBootState>


-<ReportInformation>

<Guid>c7a974a1-b9db-40e0-b275-84aa59090025</Guid>

<ReportSource>queue</ReportSource>

<CreationTime>2018-01-04T18:30:35Z</CreationTime>

</ReportInformation>

</WERReportMetadata>

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4 Replies
mannunix
Bronze

Re: Alienware Thermal Controls 4.8.23.0 Crashing when I open a game

Forgot to mention that I have already followed all of the recommended steps here: How to Remove and Reinstall the Alienware Command Center | Dell US 

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mannunix
Bronze

Re: Alienware Thermal Controls 4.8.23.0 Crashing when I open a game

Additional details:

Application: ThermalController.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.ComponentModel.Win32Exception
at AlienLabs.CommandCenter.Tools.Classes.TaskbarIcon.TaskbarIcon.CreateTaskbarIcon()
at AlienLabs.CommandCenter.Tools.Classes.TaskbarIcon.Interop.WindowMessageSink.OnWindowMessageReceived(IntPtr, UInt32, UInt32, UInt32)

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Moderator
Moderator

Re: Alienware Thermal Controls 4.8.23.0 Crashing when I open a game

Hi mannunix‌,

Update the BIOS version to the latest here and reinstall the Command Center again following ALL the steps on the article you mentioned above. 

Alienware Arena

Alienware-Eimy
Dell | Alienware Technical Support
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
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mannunix
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Re: Alienware Thermal Controls 4.8.23.0 Crashing when I open a game

Alienware-Eimy,

Thank you for your response and suggestion. I actually had already updated to the new bios yesterday after posting.

Unfortunately updating the bios and reinstalling Command Center again per the linked steps did not resolve the issue. Please let me know if there are any other troubleshooting steps I could perform here (i.e. starting Command Center in debug or obtaining additional logs/thread dumps).

Here is what I got after the update and reinstall, upon starting the game again:

*************************************************

Application: ThermalController.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.ComponentModel.Win32Exception
at AlienLabs.CommandCenter.Tools.Classes.TaskbarIcon.TaskbarIcon.CreateTaskbarIcon()
at AlienLabs.CommandCenter.Tools.Classes.TaskbarIcon.Interop.WindowMessageSink.OnWindowMessageReceived(IntPtr, UInt32, UInt32, UInt32)

*************************************************

Faulting application name: ThermalController.exe, version: 4.8.23.0, time stamp: 0x59c3340e
Faulting module name: KERNELBASE.dll, version: 10.0.16299.15, time stamp: 0x4736733c
Exception code: 0xe0434352
Fault offset: 0x0000000000013fb8
Faulting process id: 0x24ac
Faulting application start time: 0x01d38643a5a0cb79
Faulting application path: C:\Program Files\Alienware\Command Center\ThermalController.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: d60088dd-6874-4444-8a5a-6d5b753a76ab
Faulting package full name:
Faulting package-relative application ID:

*************************************************

Fault bucket , type 0
Event Name: CLR20r3
Response: Not available
Cab Id: 0

Problem signature:
P1: ThermalController.exe
P2: 4.8.23.0
P3: 59c3340e
P4: Alienlabs.CommandCenter.Tools
P5: 4.8.23.0
P6: 59c33469
P7: 125
P8: 2d
P9: System.ComponentModel.Win32
P10:

Attached files:

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_ThermalControlle_8ec8e6bfe3fe33b06e1564e16220b7af4c113c4d_89c7a337_2dcd48d8

Analysis symbol:
Rechecking for solution: 0
Report Id: d60088dd-6874-4444-8a5a-6d5b753a76ab
Report Status: 4
Hashed bucket:

*************************************************

Faulting application name: ThermalController.exe, version: 4.8.23.0, time stamp: 0x59c3340e
Faulting module name: KERNELBASE.dll, version: 10.0.16299.15, time stamp: 0x4736733c
Exception code: 0xc000041d
Fault offset: 0x0000000000013fb8
Faulting process id: 0x24ac
Faulting application start time: 0x01d38643a5a0cb79
Faulting application path: C:\Program Files\Alienware\Command Center\ThermalController.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 894b6a3f-3493-49a7-b68a-71491a317f54
Faulting package full name:
Faulting package-relative application ID:

*************************************************

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: ThermalController.exe
P2: 4.8.23.0
P3: 59c3340e
P4: KERNELBASE.dll
P5: 10.0.16299.15
P6: 4736733c
P7: c000041d
P8: 0000000000013fb8
P9:
P10:

Attached files:

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_ThermalControlle_6ba12611a60f9856e8b788f722589a9288fc750_89c7a337_33854d1d

Analysis symbol:
Rechecking for solution: 0
Report Id: 894b6a3f-3493-49a7-b68a-71491a317f54
Report Status: 4
Hashed bucket:

*************************************************

Here is the metadata that shows the updated BIOS:

<?xml version="1.0" encoding="UTF-16"?>

-<WERReportMetadata>


-<OSVersionInformation>

<WindowsNTVersion>10.0</WindowsNTVersion>

<Build>16299</Build>

<Product>(0x65): Windows 10 Home</Product>

<Edition>Core</Edition>

<BuildString>16299.125.amd64fre.rs3_release.170928-1534</BuildString>

<Revision>125</Revision>

<Flavor>Multiprocessor Free</Flavor>

<Architecture>X64</Architecture>

<LCID>1033</LCID>

</OSVersionInformation>


-<ProblemSignatures>

<EventType>APPCRASH</EventType>

<Parameter0>ThermalController.exe</Parameter0>

<Parameter1>4.8.23.0</Parameter1>

<Parameter2>59c3340e</Parameter2>

<Parameter3>KERNELBASE.dll</Parameter3>

<Parameter4>10.0.16299.15</Parameter4>

<Parameter5>4736733c</Parameter5>

<Parameter6>c000041d</Parameter6>

<Parameter7>0000000000013fb8</Parameter7>

</ProblemSignatures>


-<DynamicSignatures>

<Parameter1>10.0.16299.2.0.0.768.101</Parameter1>

<Parameter2>1033</Parameter2>

<Parameter22>73f3</Parameter22>

<Parameter23>73f31816c3c13c8ad30ea244ee267674</Parameter23>

<Parameter24>00f5</Parameter24>

<Parameter25>00f5a20cb5662b3045fcf5ff4a271351</Parameter25>

</DynamicSignatures>


-<SystemInformation>

<MID>018E3907-64D4-41F0-9C96-D160D08E7103</MID>

<MarkerFile>1028_Dell_ALI_AURORA_R6</MarkerFile>

<SystemManufacturer>Alienware</SystemManufacturer>

<SystemProductName>Alienware Aurora R6</SystemProductName>

<BIOSVersion>1.0.12</BIOSVersion>

<OSInstallDate>1509712923</OSInstallDate>

<OSInstallTime>2017-11-03T12:42:01Z</OSInstallTime>

<TimeZoneBias>05:00</TimeZoneBias>

</SystemInformation>


-<SecureBootState>

<UEFISecureBootEnabled>1</UEFISecureBootEnabled>

<PolicyPublisher>{77fa9abd-0359-4d32-bd60-28f4e78f784b}</PolicyPublisher>

</SecureBootState>


-<ReportInformation>

<Guid>05841401-18b8-4e73-b9b6-b1fb752e2709</Guid>

<ReportSource>queue</ReportSource>

<CreationTime>2018-01-05T16:39:54Z</CreationTime>

</ReportInformation>

</WERReportMetadata>

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