17 R5, AlienFX no longer works with no resolve...ARG

Question

I am an editor and hoped to have made the right choice with Alienware. I am not a gamer per say, but hoped by switching from Apple to AW, I would have solved a lot of my problems with rendering etc. My new 17 R5 is great...sorry, was great for about 1 month. Then AW decides to revise their drivers and AWCC and now nothing but issues and days now of trying to figure out why AlienFX no longer works, AWCC no longer updates, Lighting no longer works, and I am having games crash in the middle of playing them. This is a driver/software issue and after a week now, I have no resolve. Please, please go to the Dell Community before buying. You need to be informed properly of what you are getting into. I do not know why this business is SO hard...and why whenever there is a Windows update or AW update, issues arise. Its a shame because since I was like 20, I have always wanted an AW computer...now, I finally get one and find out it's no better than an average MSI ROG...I know because I had one. Arg. If businesses want to compete with Apple, then stop producing software like we are back in the 90's. Now, I have a semi-okay laptop that really only edits...and I am about to go elsewhere. I will also be creating a product review soon on LHP (YT).

In recent discussions with AW, they stated on FB that they believe this is a software issue as many other users are having the same problems. Per Dell, my one last hope is to reset to factory settings...really? As an editor, my life is on this and I am not about to do that. If I do, I am switching to another manufacturer. If I do go purchase another AW, then I will be sure to make the best product demo video of my career and track the progress of the device for future buyers. My day job is a tech. procurement specialist and finding obsolete parts and components is my specialty...I fear I will be doing that for AW soon, because they need help.

FrankensteinFood · Answer

Also, to clarify what I have done to resolve this:

-Uninstall AWCC per Dell and Tech Support, Install as recommended by forum users

-same as above with OC controls

-System restore point past revisions of ANY AW update

-System health checks etc.

-Updated BIOS and even backdated drivers for AWCC per AW FB support.

NOTHING is working. AW did an automatic driver update, the lights were working as of 05/26, then went blue for an hour, restarted the laptop and AlienFX is completely gone. It's not listed in AWCC and I get the error "AlienFX will be available when compatible components are attached".

paradisiac_devil · Answer

Somehow my 15R4 is also on the same boat

TronTron · Answer

My 17R5 has been with a broken FX for 5 months. At first, I thought it might get fixed in a couple of days by an update. Naive!

Eimy_B · Answer

Hi @FrankensteinFood   Send me a private message with the Service Tag and the troubleshooting steps you have tried so far so I can review your case.

absentee · Answer

Did it ever get resolved? They didn't bother to help me, just wondering if it's the same total nothing for everyone else as well.

FrankensteinFood · Answer

Nope! AW/Dell just keeps putting me through the ringer with no resolve. I have been their guinea pig for the past 2 weeks. At first they wanted to have my laptop shipped for service, then told me it was software related only and NOT to do that. Then Dell sent me a request to have my motherboard replaced...then told me not to do that as it was software related.

This company is the worst I have ever seen and now they state the problem exists from a Windows update that now AW software does not work with. They told me via FB to hold tight because it IS in fact a software issue.

Err0xx · Answer

I have an Alienware Area 51m and it is in the same boat. In AWCC, I can't get to the 'FX' portion. It started after windows updates KB4503293 (Cumulative Update) and KB4502584 (.NET Framework Update). A couple of other Realtek drivers also installed when these Windows drivers installed, so I'm not sure which update did it- the Realtek driver versions were 6.0.8699.1, and A-Volute Extension 1.5.9.0. Dell may have installed a few updates also, but not sure. If I go to a restore point prior to these updates, I can get to the 'FX' section of AWCC and control the lighting as normal. Problem is, the cumulative update fixed a nagging blue screen that I have been having, so I have to keep it as it at least makes the system usable. AlienFX seems to be broken for a lot of people currently, and it seems like a software incompatibility with a Windows update. I've done all of the AWCC 'reinstall' steps, and if I tinker with AWCC by reinstalling, I eventually lose the ability to overclock ('Fusion' section in AWCC' and I lose the 'Home' section in AWCC. So, I'm leaving it alone with the most recent updates, a functioning 'Fusion' section, but a broken 'FX' section. Hope Alienware fixes this soon but I am not holding my breath.

Err0xx · Answer

Yesterday AWCC did an automatic updated when I opened it and now the 'Home' and 'FX' tabs at the top are gone. I can no longer select fan profiles, access FX, or do anything other than 'Library' and 'Fusion'. This just keeps getting better.

Eimy_B · Answer

Hi @Err0xx

After running the app post-installation, a green button should appear on the top-right corner asking to Get Updates. Once clicked, an MS Store pop-up will ask for MSA information before proceeding to install all add-ons. If this fails, download these add-ons from the MS Store (In the store application, look for My Library, these should appear under Alienware Command Center).

You can also try a a system restore to a previous working version.

And yes, unfortunately certain features are removed and changed from one version to another, but "FX" should not be one of them.

If you any other question, you can send me a private message.

Err0xx · Answer

And here is a screenshot of my 'Installed Apps' on my computer.   Installed Apps Screenshot https://drive.google.com/file/d/1Q5CkadI4cAjrhpR4yoAYXfsU8L6LZm55/view?usp=sharing   Alienware Update, Alienware Support Assist, and Windows update show no available updates. I have tried uninstalling AWCC in the past using the method where it is deleted from registry and command console is used and it did not fix the problem, either.

Err0xx · Answer

Attached are 3 images.

One image is AWCC when started up. One image is AWCC on the default screen that appears when the app opens. One image is of my Microsoft Store app "My Library".

As you will see, it says AlienFX hardware isn't detected when AWCC launches. AWCC is missing the "Home" and "FX" tab and everything appears to be installed from Microsoft Store.

I've tried doing a system restore to a working AWCC version twice and it took it approximately 4 days to break again the first time and 8 days yesterday to break again for the second time. I am sorry, but restoring my computer every 4 to 8 days isn't an option to fix this buggy software.

MS Store Pic

https://drive.google.com/file/d/1BZXT4whqbju4DETZePSQmVyaUtOc1N10/view?usp=sharing

AWCC Startup Message

https://drive.google.com/file/d/1yP45fy8Vs3wZRSsvXUQWBO03XDiBC-Kf/view?usp=sharing

AWCC Default Main Screen (Notice "FX" and "Home" tabs missing, and no green button in top right to update)

https://drive.google.com/file/d/1ojoRRAOU4ydt9lsEYcJnvIOB2oUjE4YW/view?usp=sharing

absentee · Answer

Out of morbid curiosity I came back to this forum to see if they'd fixed this major feature, which they use to advertise their computers, or if it has even been at all addressed or efforted after months and months of it being broken for every single user on every single version of Alienware and, per expectations, no, it has not. Still no fix.

I can't stop being amazed at paying TOP dollar for a computer that arrives broken and has no fix. It's really remarkable.

BurakYasar · Answer

I cant use Alienware Command Center since i bought my 17 R5 also. It works at first when i restore or clean windows install . But after windows updates it collapses after launching. When i remove manually AlienFXSystem from windows applications AWCC launches but no FX tab avaiable.

Alienware-Joe · Answer

Hi! Just for testing purposes. Could you perhaps try this version?https://dell.to/2ZuHp1RWe have had a higher success rate whilst working with the AlienFX lighting with this one.

Err0xx · Answer

I am on the latest version of AWCC and it's still broken and completely useless. Exact same as my original post months ago.

I don't think Alienware can fix it. My Area 51M is still entirely unable to control fans, lighting, or overclocking in AWCC. I have had several techs work on it at Alienware using the remote computer control software. Nothing has worked.

Useless software.

Alienware

17 R5, AlienFX no longer works with no resolve...ARG

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