Hi @DELL-Stefan R are there any plans for SA troubleshooting to be updated and test ALL the hardware?
Our Alienware 17 R5 MLK refresh has NO working lights. First year TRB warranty has been undertaken, but only resulted in clueless warranty technician being unable to repair this new Dell laptop.
The root cause of this persistent fault could be a faulty PSU rail, component, connection, etc. It would help to give users a SA a suitable diagnostic troubleshooting function.
(1) Please have a chat with Dell Technical Support and post an update.
Have asked Dell UK online to register my ownership and allow purchase of extended warranty, but they do not respond. There is no circuit diagram included in the online 17 R5 Documentation.
(2) Please post hyperlink to 17 R5 MLK circuit diagram.
Hi @DELL-Stefan R our onboard SupportAssist application has now been automatically updated to Version [3.8.1.23] You are running the latest version of SupportAssist.
However, the requested diagnostic and fix for Tron, Alien Head, Alienware logo, Power Button, Keyboard backlights, etc. has not been included. Return of this new laptop for first year RTB warranty repair has been undertaken, but warranty technician failed to fix these faults.
AWCC FX is not available despite 17 R5 MLK refresh having preinstalled AlienFX devices. AlienFX troubleshooting has not been installed.
This Alienware Laptop is completely dark, the LED features are supposed to be a flagship purchase incentive for new Dell and Alienware customers. We now see that Dell G laptops have lost and cannot regain their AWCC FX features.
When is Dell going to get their SupportAssist application to troubleshoot these problems?
Hi @DELL-Stefan R we do not know why Dell does not include the existing AlienwareAlienFXTester.exe application within our onboard SupportAssist application, or if it cannot be found on the system, install it.
Please update the Dell SupportAssist application to troubleshoot why AWCC FX tab does not appear, AlienFX 2.0 applications do not install.
If the AlienFX Tester was made part of SupportAssist, perhaps it will diagnose your software's problem and offer a fix for all the many users having problems with the AWCC & OC Controls applications.
crimsom
7 Technologist
•
6.1K Posts
0
January 8th, 2021 19:00
Hi @DELL-Stefan R are there any plans for SA troubleshooting to be updated and test ALL the hardware?
Our Alienware 17 R5 MLK refresh has NO working lights. First year TRB warranty has been undertaken, but only resulted in clueless warranty technician being unable to repair this new Dell laptop.
The root cause of this persistent fault could be a faulty PSU rail, component, connection, etc. It would help to give users a SA a suitable diagnostic troubleshooting function.
(1) Please have a chat with Dell Technical Support and post an update.
Have asked Dell UK online to register my ownership and allow purchase of extended warranty, but they do not respond. There is no circuit diagram included in the online 17 R5 Documentation.
(2) Please post hyperlink to 17 R5 MLK circuit diagram.
Thank you.
crimsom
7 Technologist
•
6.1K Posts
0
January 12th, 2021 22:00
Hi @DELL-Stefan R our onboard SupportAssist application has now been automatically updated to Version [3.8.1.23] You are running the latest version of SupportAssist.
However, the requested diagnostic and fix for Tron, Alien Head, Alienware logo, Power Button, Keyboard backlights, etc. has not been included. Return of this new laptop for first year RTB warranty repair has been undertaken, but warranty technician failed to fix these faults.
AWCC FX is not available despite 17 R5 MLK refresh having preinstalled AlienFX devices. AlienFX troubleshooting has not been installed.
This Alienware Laptop is completely dark, the LED features are supposed to be a flagship purchase incentive for new Dell and Alienware customers. We now see that Dell G laptops have lost and cannot regain their AWCC FX features.
When is Dell going to get their SupportAssist application to troubleshoot these problems?
crimsom
7 Technologist
•
6.1K Posts
0
January 22nd, 2021 08:00
Hi @DELL-Stefan R we do not know why Dell does not include the existing AlienwareAlienFXTester.exe application within our onboard SupportAssist application, or if it cannot be found on the system, install it.
Please update the Dell SupportAssist application to troubleshoot why AWCC FX tab does not appear, AlienFX 2.0 applications do not install.
If the AlienFX Tester was made part of SupportAssist, perhaps it will diagnose your software's problem and offer a fix for all the many users having problems with the AWCC & OC Controls applications.