Aurora R13, AWCC not working

Question

Hello Dell community. Aurora R13 owner here. After the last AWCC update I can no longer use AWCC. I get a white screen with alien logo for a few seconds and then it closes with the background services still running. I have performed multiple clean installs following these steps =

How to Remove and Reinstall the Alienware Command Center

Nothing seems to work! Was on the phone with DELL for 2 hours, watching them do the exact same thing on my PC, and in the end they said the only option at this point is to reinstall Windows 11. I told them no way. I have had this system for only 2 months now, and all I have done in install games, updated windows, updated the BIOS to version 1.0.10 (latest BIOS as of now). Installed all updates using the Alienware update utility, because the support assist tool is not reliable. AWCC worked when I first got the system, but now its a brick. All I really want to do at this point is to be able to control the RGB lighting. DELL, please fix! Uninstalling Windows should NOT be the solution. For the amount of money spent on this system, I have the RTX 3090 version, this is unacceptable. Anyone else in this same situation? Are the devs responsible for AWCC aware of this? What is being done?

Duc_Pilot · Answer

*UPDATE* So today it just started working again.  There was a Windows update, so maybe that had something to do with it.  Maybe after the latest Windows 11 update try doing a complete uninstall again and then see it it fixes it.  After I did a clean uninstall/reinstall after the update, it was able to finish removing the backup files.  I am at a complete loss as to what fixed this.  I think there are definitely aliens at work here though.

Tesla1856 · Answer

Aurora R13Nvidia RTX-3090Windows-11 (64bit) So, this is the version you are clean-installing? <ADMIN NOTE: Broken link has been removed from this post by Dell> Also, I have a question... after it is installed ... have to ever seen it update from Windows-Update or has any Dell Support personnel suggest that your download or update from a version on Microsoft-Store? The AW-CC on my old Aurora-R6 does not, however, I've seen users with newer Auroras mention it.

Duc_Pilot · Answer

One thing to note, is that it keeps getting hung up on removing backup files after the install is complete.  When I click cancel it just hangs, forcing me to end the task.  It appears that it installed AWCC, but when I launch it I just get the white screen with the alienware logo.  After closing that the following background jobs are running in task manager.  (Alienware Command Center, AWCC.Background.Server, AWCC.Service)  If I end these background tasks and relaunch I get the spinning dots with AWCC showing in the background.  After a few seconds I get a popup asking if AWCC can make changes to the PC.  When I click yes I then get the white screen with the alienware logo.

Duc_Pilot · Answer

Yup that's the version I tried clean installing multiple times.  I have tried it both ways, from Dell's site and through the Microsoft Store.  Same results each time.  I am installing AWCC first, then AWOC.

steadler · Answer

I have seen this trouble on my R10 in the past.

I would suggest uninstalling awcc (again) and the Alienware-OC-Controls-Application (if present). Install AWCC first then AOCC second. Making sure that they are the latest version, often when an update show up for awcc there is one for aocc. You might check also the MS-Store for any updates pending. One way to check if AOCC is running use the task manager. There is a small delay before the AOCC apps starts after a window login.

INXSEX · Answer

Hello, i has this problem before, what did the trick for me was to unistall both AWCC and AOCC with "REVO UNINSTALLER" in the advanced options to delete any trace of the old instalation. You can install the free version.

I hope this helps.

Regards.

Duc_Pilot · Answer

Tried that.  Now if I search for anything Alienware all I see is this.

Duc_Pilot · Answer

And after doing that, I tried reinstalling again.   And the install keeps getting stuck at this.

Duc_Pilot · Answer

Ok, after the latest clean install when I launch AWCC I get a message asking to install additional components.

IF I select download I get the white screen with the alienware logo. IF I click on skip it opens, HOWEVER, I am unable to install AWOC. Also, nothing seems to work in AWCC, i.e. no FX to control RGB.

steadler · Answer

Probable you still got old files from previous versions I would go to settings (window) apps tab/apps &featuresalienware cc, alienware cc suite....do a repair or a reset if not working.

Duc_Pilot · Answer

Nope, unfortunately that did nothing to fix it.  Just going to wait for the next update and see if it just starts working again.  Terrible software.

GandalfdaBlack · Answer

Any update on a fix?  My brand new R13 i9/3090 is doing the exact same thing w/ ACC.  Like you I've done everything in that link about 20 times now to no avail.  All of my RGB's are off except on the GPU and alien head on front of case, and the fans are in balance mode.  IDK how else to adjust anything other than through ACC.  I was going to attempt to contact support today to see if they could do something, but based on your post it doesn't seem likely.  And I too am hoping I don't have to reinstall windows .

Tesla1856 · Answer

@Duc_Pilot wrote:

*UPDATE* So today it just started working again.

I think there are definitely aliens at work here though.

Good work.

Yeah, sounds like they sent down a landing-party to fix your machine. Just try not to get assimilated.

GandalfdaBlack · Answer

I've had literally every problem you did, and spent three days with Dell techs reinstalling windows, uninstalling AWCC and AWOC and every trace of their registry and temp files, and performing remote repairs.  Finally, it opens up and I can control fan speeds.  However, the overclock screen only shows the GPU and not CPU and RAM, and the FX screen only shows the R13 PC and not the AW2721D Monitor, AW510K Keyboard and AW610m Mouse and AW988 headset to adjust RGB.  They concluded it's the motherboard that needs to be replaced and are sending someone to perform the swap.  However, I'm still skeptical that's the issue.  We'll see.  I can at least play games now without being stuck on Balanced fan settings.

turbosquid · Answer

same issue.. i did reinstall windows as they asked, same issue still.. Now they are sending me a replacement motherboard and SSD.. I doubt that will make a difference

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Aurora R13, AWCC not working

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