Aurora R11, AWCC, MSINFO errors

Question

I have been plagued by errors logged in MSINFO related to AWCC.

They are there from day one and with a purely DELL environment; meaning no installed software from me.

Given the utter lack of DELL support in this, I wanted to try doing a few things myself.

Notably, the first thing I did was remove the AWCC from the computer and presto! just like that, the MSINFO log was free of any and all errors.

I then installed a new nvme drive and installed just Windows 20H2, updated it to current and checked, no errors.

Installed the latest version of AWCC, making it the only other program on the computer.

Rebooted and low and behold, the errors are back.

The problem is in the AWCC but DELL just doesn't seem to want to accept this.

I called Microsoft, and while their support has declined----a lot since the days I worked there but after looking at the error, they concluded it was a DELL error and unrelated to any operating system file, aside from the error being caused upon an OS file by the AWCC.

Has anyone had success is resolving this?

sm56 · Answer

The awcc errors in event viewer are normal...

Don't worry about them as long as AWCC works...

Set up lighting and thermals then you can disable the awcc service and when you need to setup lighting again kick on the awcc service.

ZenicaPA · Answer

If only it were that simple. The AWCC errors are causing AutoDesk Fusion360 and two games not to run.

I can say that with absolute certainty because if I remove AWCC, those applications run fine. Put AWCC back and poof! those apps stop.

I should think DELL would want to fix it rather than ignore it since they keep building computers with AWCC.

sm56 · Answer

AWCC caused Everquest2 to crash when starting the game.

This happened on my wife's computer that I built for her but she has the Alienware headset and AWCC to control audio effects...

The Un-installing of AWCC (and leaving the Alienware Headset Audio Driver 510h installed) fixed the Everquest2 game issue...

Just curious, but if you disable the AWCC service in Services, does it fix the interference and breaking of Auto-Desk and your 2 games???

ZenicaPA · Answer

I hadn't tried that but I did just now.

No effect. Fusion and the two games still hang.

I also tried the other services loaded by Alienware; Alienware Support Assistant & Alienware Digital Delivery Services.

No change. It must be related to one of the files AWCC installs or overwrites.

sm56 · Answer

Thanks for the info... If I ever decide to play Everquest2 again with my wife, AWCC will have to go on my R10

Vanadiel · Answer

Mine does the same thing, but I can run it and it seems to apply settings correctly. I have not come across any programs that do not work under this condition.

ZenicaPA · Answer

These errors should not be allowed. DELL designed the AWCC or had an outside software designer do it, either way, it shouldn't be permissible to design a program that causes conflicts with the OS files. I took an Alienware and installed nothing but Windows 10 20H2, installed current Microsoft updates and checked, no errors in the event viewer or MSINFO. Install AWCC and just like that, first reboot later, there are errors. This is a DELL issue, plain as day and they should be accountable for it. IF I didn't pay extra for the OC feature, I wouldn't care and I'd leave it off. Sure, not being able to change the case colors would annoy me but not like paying to overclock and then not be able to. DELL support just keeps falling back on '...but AWCC works....' never mind it causes errors and prevents other programs from running.

Doghouse Reilly · Answer

@ZenicaPA wrote:

These errors should not be allowed. DELL designed the AWCC or had an outside software designer do it, either way, it shouldn't be permissible to design a program that causes conflicts with the OS files.

I agree 100 percent. My Aurora R9's original version of AWCC worked fine, then the first update caused it not to see the computer it was loaded on. How is that even possible? None of the updates since have solved the problem, and Dell supports advice was to do a fresh install of Windows 10.

No thank you, I have just not used AWCC for anything since. I agree it would be nice to have control over the pretty colors, but if I become tired of blue I will just unplug the LEDs, it's just not worth my time to try to fix this program.

I wish they had kept the light control (FX) separate from the OC program, then maybe something would work reliably. Strange, I used a Alienware laptop for 10 years and never had a problem with that version of the program.

QD9X · Answer

It's been awhile since I fresh-installed and had to sort out Dell's software, but...

I recall the AWCC depending on other installs as well, like the OC controls. And I believe it also downloads components from the Microsoft Store.

Anyway, if you're having issues with it being the only other program on the computer, you might want to install some of Dell's other stuff too, and also see what Alienware Update and the Microsoft Store want to install.

ZenicaPA · Answer

I did this, just today after reading your post.  It did not make the errors stop....it added one. Now I have four.    Here is the newbie. Application Error Faulting application name: OCControl.Service.exe, version: 1.3.13.1313, Faulting module name: ntdll.dll, version: 10.0.19041.804, Exception code: 0xc0000374 Fault offset: 0x00000000000ff099 Faulting process id: 0x4238 Faulting application start time: 0x01d704e3dd8ad945 Faulting application path: C:\Program Files\Alienware\Alienware Command Center\OCControlService\OCControl.Service.exe Faulting module path: C:\Windows\SYSTEM32
tdll.dll Report Id: a4144218-40f3-4a3e-bc56-626eb76c2813 Faulting package full name: Faulting package-relative application

Vanadiel · Answer

This is the whois for that domain name: https://www.whois.com/whois/platinumai.net Looks a bit odd to be a Dell web page. But it does say Dell. How interesting.

Vanadiel · Answer

It has log files for the service.

My log for AWCC services are full of the following:

Dell.Pla.P1.MessageClient.Exceptions.ProxySettingException: The remote name could not be resolved: 'tm-sdk.platinumai.net' ---> System.Net.WebException: The remote name could not be resolved: 'tm-sdk.platinumai.net'

Looks to me like it is trying to connect to tm-sdk.platinumai.net and I am thinking that is the issue. Although I am not sure what the purpose of that Dell webpage is. You can look for yourself at https://tm-sdk.platinumai.net/

Strange, right? Looks like something for a platinum service. Maybe something Dell uses internally, because an SDK typically means software developer kit.

Would be interesting to see what others see in their log files located at C:\Program Files\Alienware\Alienware Command Center\OCControlService\OCControl.Service.Logs

ZenicaPA · Answer

Yes, I have Dell.Pla.P1.MessageClient.dll.

Had to edit. I realized I looked in the wrong folder.

Here are some log files from the folder:

C:\Program Files\Alienware\Alienware Command Center\OCControlService\OCControl.Service.Logs

2021-03-18 21:52:43.175 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()

2021-03-17 18:46:16.606 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 18:46:29.744 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 18:49:04.905 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 21:55:59.602 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 21:58:32.628 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 22:44:38.555 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 22:44:43.585 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 22:47:15.882 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 22:56:37.678 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()
2021-03-17 23:00:20.637 (Program.cs) (104): System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified
at System.Diagnostics.Process.StartWithCreateProcess(ProcessStartInfo startInfo)
at System.Diagnostics.Process.Start(ProcessStartInfo startInfo)
at OCControl.Program.Run()

Vanadiel · Answer

Sure you are looking in the correct directory for the log file?

Do you have a file called Dell.Pla.P1.MessageClient.dll in the occontrolservice directory?

That is the DLL making that call that produces the error in the log file, and that dll is digitally signed by Dell so it is valid.

Certificate for it expired in 2019, likely the main reason why it fails.

I circled them in red.

ZenicaPA · Answer

I looked at my OC log files. They are just showing thermal info. Not much of anything else and nothing like you posted.

Alienware Desktops

Aurora R11, AWCC, MSINFO errors

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