Another case of Broken AlienFX

Question

I have never been so frustrated with a computer in my life.

M17X R1

I needed a bigger hard drive so I read 2 million threads (seems like anyway) about a clean install of Windows 7. I then downloaded ALL of the newest drivers from Dell's Website according to my SERVICE TAG. I then installed them exactly as described in Driver Help section. Get all done then install the LATEST COMMAND CENTER. As soon as it starts I get a .NET object refference error and UNKNOWN device. No ALIENFX no THERMAL controls. Using AlienFXtester shows no board connected. OK then. Did about SIX more CLEAN installs of Windows 7 Ultimate. Followed by ALL drivers in the described order. ALIENFX still broken. So then I go purchase another 500gb 7200 WD HD just so that I know it will be a COMPLETELY CLEAN INSTALL. Go through all of the above again. ALIENFX was still broken. Purchased ANOTHER HD and installed WINDOWS VISTA 64 BIT as the computer was shipped. Download drivers for VISTA and go through the ENTIRE routine again. And AGAIN. And AGAIN. So THREE WEEKS have gone by with BROKEN M17X. At this point if it had been a $500 HP laptop bought at COSTCO I would have thrown it in a ditch and cut my LOSSES. But NO its an ALIENWARE $4000 Laptop the BEST laptop on the PLANET. So I break down and call DELL CUSTOMER SUPPORT. First off the WARRANTY expired a year ago so I am transfered to the OUT OF WARRANTY department. After being on hold FOREVER I am answered by a representative that before I even explained my issue wanted me to spend $340 to RENEW my WARRANTY. When I refused and explained what happened and ALL OF THE STEPS I had already been through. Which included dozens of installations of Command Center with draining Motherboard power etc. The CUSTOMER SERVICE TECH then tells me that for a small fee $149.00 he can remotely connect to my computer and FIX THE ISSUE ON THE SPOT for me! Wow, I was excited. Three weeks worth of pulling my hair out and he can fix it from INDIA or wherever they are right on the spot. So I downloaded a REMOTE connection and opened it etc. The I watched while he immediately went to ALIENFXTESTER. RAN THE PROGRAM WHICH SAID NO BOARD DETECTED. Wow I DID NOT KNOW THAT. So FIVE MINUTES and the CUSTOMER SERVICE TECH tells me your I/O Board is bad. I ask him DOES INSTALLING WINDOWS 7 AND ALL THE DELL DRIVERS AS INSTRUCTED AND INSTALLING AS INSTRUCTED BREAK THE I/O BOARD??????????? His answer was YES> Then he tells me that I need a NEW I/O BOARD PART NUMBER F21N and for a mere $86 plus shipping he can have one to me in two to three days. I asked what my other options are. His answer is JUST RENEW YOUR WARRANTY FOR $340 AND THEN WE WOULD JUST SEND YOU A BRAND NEW COMPUTER!!!!!! SERIOUSLY? So instead I said please send the I/O board. OK sir ALL DONE. YOU WILL RECIVE IT IN TWO DAYS. A week goes by so I call DELL CUSTOMER SUPPORT. Nobody has any record of my calls or my order or even my service request. It seems the only RECORD of all of this WAS MY BANK WITH DELL CREDIT CARD CHARGES. I call back and give them this information. I am transfered to 5 different departments. Then I am told the I/O board is not available but is in production IN CHINA. This goes on for a week and 14.75 HOURS on the PHONE WITH DELL CUSTOMER SERVICE. Finally I am credited for the I/O BOARD. 3 MORE HOURS ON THE PHONE and I am PROMISED by a DELL CUSTOMER SERVICE TECH MANAGER the I would be refunded the DIAGNOSTIC FEE. This was this last MONDAY. The TECH MANAGER then called TUESDAY morning to tell me the CREDIT has been processed has it shown up? NO. OR WEDNESDAY. In the mean time I searched the interent and found a NEW DELL PART NUMBER F21N. I Paid $50 for it and had it OVERNIGHTED> I INSTALLED IT FOLLOWING DELL ALIENWARE'S INSTRUCTIONS. I then went and bought ANOTHER NEW HARD DRIVE. CLEAN INSTALL NUMBER WHO KNOWS..........BROKEN ALIENFX. NO CARD DETECTED.

For a COMPUTER GIANT LIKE DELL (NOT TO MENTION ALIENWARE) TO HAVE A KNOWN ISSUE LIKE THIS FOR SEVERAL YEARS AND NOT HAVE AN ABSOLUTE FIX IS OUTRAGEOUS.There are so many threads on this exact issue it boggles my mind. Just for the sake of it, I looked at a local classified sales ads here in my city. I found 5 ALIENWARE M17X R1'S for sale. I called and spoke with three OWNERS. AND ALL THREE HAVE BROKEN ALIENFX ISSUES.

DELL how can this happen?????? My laptop recognizes the I/O board and tries to install a driver. WHY CANT COMMAND CENTER???????????????????

Time to run to COSTCO and buy a $500 HP?????? Or heaven forbig just get an IPAD and use my ALIENWARE ANCHOR for my fishing trips??????????/

Can somebody please help ???????

I really WANT to LOVE this computer!!!!!!

DELL-CHRIS are you out there?????

Thanks,

SLEEPLESS IN UTAH

Tesla1856 · Answer

It's a common practice for people to sell used AW laptops and/or motherboards (with broken on-board MIO-Board circuits) really cheap.

Maybe Dell can help you with a one-time swap (for a certified working refurb MB)?

To fix the MB yourself, you would have to do something like this:

en.community.dell.com/.../19914642.aspx

BrokenAlienFX · Answer

Tesla,

thank you for the suggestion. I tried everything on that page. Seems I have tried everything. Tried to buy a NEW board from Dell but they are not available. This morning I installed two different boards one of which is KNOWN GOOD. Still does not detect board.

I am hoping that DELL will chime in here.

Tesla1856 · Answer

Well, that doesn't make sense ...

We are talking about laptops here, so the "board" we are talking about is the motherboard (since the "MIO-Board" is just a circuit on the MotherBoard). If it worked before, it should work now ... in your laptop frame. The only thing I can think of is that one of the lights, fans, etc is shorted, open, or broken and holding down or preventing it from working.

BrokenAlienFX · Answer

Tesla,

The I/O board in the M17x is a sub-board not the Motherboard. It houses the card readers, two USB ports, and sound inputs and outputs. According to Dell customer support it also houses the AlienFX control board.

Good to know. I based my previous posts on:
1. The m15x thread where it's all on the motherboard.
2. Dell reps continually telling people that the whole motherboard must be replaced when they have a non-responsive MIO-Board (or circuit).

So, on some/all m17x models, it (might be) on the smaller daughter board. If you continue with this quest, you should probably be specific about what exact model you or other people have (R1, R2, etc.) ... because they are different inside (obviously). That might also explain your problem (trying to use a MIO-Board daughterboard from the wrong Rx model). It might also be that Dell is wrong, and the MIO-Board circuit is really still on the Motherboard ... just look for the controller chips and Debug connector and you should have your answer.

Just like on the desktops, the MIO-Boards can get locked up or looped. However, they can also get "bricked" when the firmware update fails. To fix those, you likely have to connect a special adapter to the Debug port and re-flash. Not sure even Dell does this and we have no exact instructions. Dell likely just installs a new board and end-users don't have the knowlege or equipment to follow through.

It shouldn't be a problem for some nice m17x user to look in their Device Manager. I suggest you ask for it specifically in a short message. Also, track Rx models.

EDITED with new info

Tesla1856 · Answer

Tesla,

The I/O board in the M17x is a sub-board not the Motherboard. It houses the card readers, two USB ports, and sound inputs and outputs. According to Dell customer support it also houses the AlienFX control board.

Good to know. I based my previous posts on:
1. The m15x thread where it's all on the motherboard.
2. Dell reps continually telling people that the whole motherboard must be replaced when they have a non-responsive MIO-Board (or circuit).

So, on some/all m17x models, it (might be) on the smaller daughter board. If you continue with this quest, you should probably be specific about what exact model you or other people have (R1, R2, etc.) ... because they are different inside (obviously). That might also explain your problem (trying to use a MIO-Board daughterboard from the wrong Rx model). It might also be that Dell is wrong, and the MIO-Board circuit is really still on the Motherboard ... just look for the controller chips and Debug connector and you should have your answer.

Just like on the desktops, the MIO-Boards can get locked up or looped. However, they can also get "bricked" when the firmware update fails. To fix those, you likely have to connect a special adapter to the Debug port and re-flash. Not sure even Dell does this and we have no exact instructions. Dell likely just installs a new board and end-users don't have the knowlege or equipment to follow through.

It shouldn't be a problem for some nice m17x user to look in their Device Manager. I suggest you ask for it specifically in a short message. Also, track Rx models.

EDITED with new info

jebiruph · Answer

I'm a little suspicious of the .NET object reference error you got. I just did a clead install on a M17x R1 and didn't get that error. I used R272621 to install Command Center. I also did a clean install on an M14x and that version of Command Center required .NET before it would install, so I'm wondering if you used the right version of Command Center.

I think the FX controller is on the mother board. I had an issue with the FX on a M17x R1 where the colors didn't match between the different lights and they sent a replacement mother board to fix. Also, it seems like all the FX cables plug into the mother board.

BrokenAlienFX · Answer

My wife is the CFO of a software development company and I have talked to several of their developers. The way they explain the .Net object reference error is like this: The alienFX controller is telling you to sit in a chair. The chair has not been established yet so you get an error saying there is no chair because first the software must create the chair. Which is basically the 'daughter board". And yes the FX cables do come off the motherboard but according to Dell the "daughter board" houses the controller at issue here. And yes the R1, R2 and R3 all use different part number "daughter boards" Each one has a different Dell part number. The R1 part number is F21N which is clearly marked on both boards I am using. I have gone over the board over and over looking for a possible reset or jumper with no luck. I also cannot find any kind of debugging port or maintenance port on this board. I do know that windows plug and play does "see the board" and attempts to install device driver then fails and then stops the device. Using the original Command Center A00 it attempts to flash the firmware to this board and windows immediately pops up a new device found message installing driver which then fails.

I have also used R272621 Command Center which is the latest one on Dell driver page over and over following the directions for driver order installation.

BrokenAlienFX · Answer

MY laptop is an M17X R1.

I am going to buy a basically new M17x R3 with the q2820 sandy bridge processor today at lunch so I can use it while working on my R1. I don't plan on giving up on this issue as it seems it is affecting so many people. Half of the allure to the AlienWare computers is the customizing of the lights. Without AlienFX the M17X is just another high end laptop.

Any help or suggestions in this quest will be much appreciated. As will bumps to keep this active.

Thanks much for your help and suggestions.

Rick sleepless in utah

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Another case of Broken AlienFX

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