x17 R1, AW2521H, causing AWCC white screen

Question

Hello,

I purchased the x17 R1 from the dell outlet to replace my m15 R2. I also have an AW2521H 360Hz monitor that I’ve used with both laptops. AWCC (Alienware Command Center) works fine on both machines until I plug in the monitor and install the AlienFX display driver software required to configure the lights on the monitor. After I do this, AWCC loads to a blank white screen.

After talking to Dell support they couldn’t figure out the cause. The suggestion for now was to uninstall AWCC and the AlienFX display software and sacrifice the ability to configure the lights on the monitor. It’s not the end of the world for now but sometimes SA (SupportAssist) and Alienware update or even windows push out updates that could crash it again forcing me to have to reinstall command center and go through this again and again.

Has anyone else had this problem or does anyone have any suggestions?

x17 R1 Config:

I7 / 32 GB Ram / 3080 / 4K screen

m15 R2 Config:

I7 / 16 GB Ram / 2080 Max Q / 4K OLED

Any thoughts and suggestions are appreciated.

Thanks!

FaceManOfVex · Answer

What I find interesting is that this issue occurs on both laptops.   Before I received my X17 this week, I thought there was something going on with the M15 R2 and just resigned myself to using MSI for OC and sacrificed the ability to configure the lights.   It wasn’t until I started having this same problem with the X17 that I was able to identify that this crashes only when I attempt to use the monitor with either laptop.

FaceManOfVex · Answer

Yes, as part of the Dell Tech support call they went through to verify I had these versions installed, as well. Additionally, we uninstalled and removed everything including registry keys and such before reinstalling. We got Command center was working until we reinstalled the FX software for the monitor and the white screen appeared again.

So we had to remove all of it again and reinstall to get it to work. Currently that’s how we left it minus the AW FX software for the monitor but CC does work without it.

AWX17 · Answer

Verify these versions as well for your x17....BIOS 1.4.0AWCC 5.3.2.0. Update to 5.4.7.0OCControl 1.3.32.1360. Update to 1.3.50.1360

AWX17 · Answer

That's important information. You are using the same cable with both laptops?
Can you try using the external monitor using other ports/cables on each laptop?
You will isolate it.
Did it ever work properly?

AWX17 · Answer

Wow. So, not only is it not working....it is causing permanent corruption of the system until you uninstall/re-install CC. This guy had the same monitor, similar issue, resolved.
Solved: m15 R3, AWCC process intermittently upping CPU usage - Dell Community

I also read that one person resolved the x17/CC Dock/ports/video issues by re-imaging his boot-drive back to the factory image. It's easy to do. It seems that Command Centre is VERY difficult to remove.
Even when it looks like it's gone, it isn't.

FaceManOfVex · Answer

Yes I'm using the same cable for both laptops and I'm using the Mini Display port. I've tried it with the HDMI port as well.

Yes Command Center itself will work until I try to get CC to recognize the monitor by installing the AW FX software for it. After installing that, CC is completely corrupted and will not load regardless of whether the monitor is even plugged into the laptop at all. CC at the point just loads to the blank white screen until I remove and reinstall completely - including registry keys and AW folders.

But the moment I attempt to get the monitor working with CC it crashes it again. So for now, I'm just using CC without the monitor support. Which I dont mind doing as long as the updates dont install it again and cause the problem again.

DELL-Chris M · Answer

All,

I just noticed something and not sure if it matters?

The AW2521H driver page shows =
AWCC (Alienware Command Center) version 5.4.7.0, 10/21/21
Alienware-Command-Center-Application_WGC14_WIN_5.4.7.0_A00.EXE, 894.23MB

The x17 R1 and m15 R2 driver page shows =
AWCC (Alienware Command Center) version 5.4.7.0, 10/20/21
Alienware-Command-Center-Application_H4F5D_WIN_5.4.7.0_A00.EXE, 894.23MB

Notice the bolded difference in the naming and release date difference? Can you make sure that the AWCC from the AW2521H driver page is installed on all three (AW2521H, x17 R1, m15 R2) ? Then retest and post your results?

Alienware

x17 R1, AW2521H, causing AWCC white screen

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