17 R5, all dark after restore

Question

I restored my 17 R5 and it went all dark ever since.  The laptop is out of warranty, so I didn't contact the support, and I am trying to solve this on my own now. Everything seems running fine on the windows end, I installed AWCC latest version and all others add-on but I was unable to bring the lights on. I can access FX control in AWCC app but changing the colors will absolutely do nothing. I tried many of the posted solution such as carefully uninstall/ install the AWCC, using built-in administrator account to install, reset the CMOS battery and drain power. Nothing worked so far. I am unable to detect the problem from the software end while I am pretty sure it is software related. I opened my laptop and disconnected the tron light cables and turned it on and opened AWCC app, I received a message that there are no fx devices detected, then I turned the laptop off and reconnected them and everything went back to first state (access FX control, but no light at all).I am a bit lost here, and unable to tell if it's a hardware issue or not. Is there a way to test the lights themselves? I heard about fxhardware tester but I was unable to find it anywhere.

crimsom · Accepted Answer

Hi @DELL-Cares can you get Dell Technical Support to provide the AWCC AlienFX 2.0 install option?

If customer/users go to the Alienware Command Center Quick Guide, the

Command Center Features Matrix says that my Alienware 17 R5 AWCC v5.2.91.0 has Alien FX 2.0.
More Information, AlienFX & AlienFX 2.0 says that the Alien FX 2.0 is in the new Alienware Command Center (Version 5.0 and higher).
More Information, Alienware Command Center Support Videos there are no Alien FX 2.0 videos, but it does have a video for the New Alienware Command Center 2018.

Many Dell laptops and desktops do not detect the preinstalled Alien FX 2.0 hardware and SupportAssist does not troubleshoot the preinstalled tron light hardware or update its main board firmware. Consequently the Install Alienware Command Center on another computer (Dell G-Series or non-Alienware systems) video was applicable. At the beginning it says connect the Alien FX 2.0 hardware before running the AWCC update application. Which is not possible because the AWCC says No supported Alien FX devices were detected.

Recommendation

The simple fix would be the missing AWCC option to install the Alien FX 2.0 software anyway. This would then install the missing Alien FX 2.0 hardware troubleshooting software.

Dell Technical Support should be Alien FX 2.0 proactive and fix this new (2018) Dell flagship software so that all their new Dell G-Series and/or Alienware customers are not disappointed. This is another example of poor Dell Quality Assurance.

AWCC Warning.jpg

Please stop sending DELL-Cares PMs offering to assist with Dell Technical Support dialogue. This is an internal to Dell problem and nothing to do with my Alienware laptop. Dell Technical Support should be Alien FX 2.0 proactive and fix their new (2018) Dell flagship software to that all their new Dell G-Series and/or Alienware customers are not disappointed.

mattyb3 · Answer

See if this helps

https://www.dell.com/support/contents/en-us/videos/videoplayer/test-your-system-lights-using-the-alienfx-tester/6079815971001

Also, just make sure that you haven't set it to Go Dark. Find the little Alien Head in the taskbar icons on the bottom right of your screen. You may have to press the little up arrow. If the head is red then you've probably got it set to Go Dark. Click on it and change it to Go Light.

EDIT: Another thing to try is to use an older version of Command Center. Use you Service Tag in the support section of this website and navigate to Drivers and Downloads. Find the Command Center Application and look for older versions. Try a few different ones.

Dr Nightmare · Answer

Thank @mattyb3
The link shows the fx tester which is no longer found in any AWCC version for this laptop. I would appreciate it if someone can send me the application.

For some reason I don't have the AACC task bar icon. However, I made sure it's not on Go Dark in the fx tab of AWCC.

I tried many versions several times. I do not get a problem installing the app. Even when the fx tab seems to work fine, but no light whatsoever.

Dr Nightmare · Answer

I read his post he seems to have a different problem where he cannot detect the fx devices, I have faced this when I disable the AWCC devices, or removed the "system" folder in Alienware registry or when I disconnected the tron cables. But my problem is that the devices are detected with no luck making them works.

I would measure the voltage in tron cable wires if I know their supposed value to make sure it's hardware issue or not. But since it happens after a system reset I still have a high hope it's a software issue.

mattyb3 · Answer

Bummer. From what I have read, it may have been removed from later versions.

@Crimson is the AlienFX guru so hopefully he can help you out.

Hopefully it's just software and your AlienFX chip hasn't been corrupted.

mattyb3 · Answer

Back in the M15x days circa 2009 there was an issue where Dell put a bad version of AWCC on the driver resource CD that came with the laptop. Installing this driver caused the AlienFX chip to be corrupted and all the lights would go dark. The user had to replace the motherboard at their own cost if the warranty had run out (I believe they should still offer free support even today since it was their mistake).

I'm sure it's just a software glitch for you though since I haven't heard of anything similar happening on later model machines. When all else fails, a clean Windows installation using a bootable USB usually does the trick for software issues.

Dr Nightmare · Answer

@mattyb3
lol, I just restored windows 10 using a clean install from a flash drive and installed all the drives, now guess what.

I have "No supported AlienFX devices were detected" message. I think I am in same position as @Crimson

Luckily, I made a windows flash drive recovery before the reinstall.

Anyway, I notice that alienware file in "WOW6432Node" registry disappear. I will try the method I found on the internet again, but if I fail I am going to restore it using the recovery flash drive.

crimsom · Answer

Hi @DELL-Cares  Please recall that Windows Security cannot verify the publisher of Alienware OC Controls Application update v1.3.0.1239. This Message appears two times during OC Controls installation.

Dr Nightmare · Answer

It's clearly software problem, but I am unable to detect where is the problem. I reconnected the cables and everything seems fine from AWCC application but no lights... I wonder if flashing bios to older/oldest version might help at this state!

Alienware

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