15 R3, BIOS update failure, AlienFX not working

Question

I have my 15 R3 as my main pc. I had a virus some time ago and had to boot from a pen drive with Windows. So I then installed SA (SupportAssist). Now my AWCC does not detect the peripherals and my Dell SA tells my I have a BIOS update. But can't install it and the only reason it says is failure? I would have liked a little better description but now I hope somebody could help me.

crimsom · Accepted Answer

Hi @BHorseman how to do a full uninstall of AWCC (and OC Controls).

Alienware Command Center Quick Guide, includes Command Center Features Matrix.

Users are encouraged to NOT update their AWCC version, but to use the fully functional AWCC version installed at the factory. Dell is required to provide its customers with a working version of their AWCC, but frequently fails because they lack the basic understanding of how AWCC compatibility functions within the Windows 10 operating system environment. Unfortunately the AWCC application is not standalone and makes use of Windows 10 Files, Folders and Registry entries, that are also used by other applications. Dell fails to support AWCC and fails provide any troubleshoot application to fix problems with loading AWCC, AlienFX, AWCC Home, FX, Fusion tabs. The AWCC self repair option does not work, and AWCC self uninstall does not remove all of its multiple Files, Folders, and/or Registry entries left behind within the Windows 10 operating system.

We have found that Revo Uninstaller Free will fully remove the AWCC (and OC Controls) application and its Advanced Scan Mode will then remove all the left behind items so that AWCC can be installed as if for the first time. AWCC must be installed so that Revo Uninstaller Free can remove it. AWCC might be installed, but fails to load with rotating circle of dots fault condition, use Revo Uninstaller Free.

Download Revo Uninstaller Free and Restart (not Shut Down). Open Revo Uninstaller Free and wait for it to load list of all installed applications on your system. Double click on Alienware Command Center (AWCC) to uninstall, click on create a restore point. Wait for AWCC to uninstall, Scan will change colour, click on Advanced, then click on Scan. AWCC will have two delete windows, click on Select everything, then click on Delete everything. The uninstall process will have completed when no more windows appear. Close Revo Uninstaller Free and wait for AWCC window to appear and say process is successful. Restart (not Shut Down).

You are now ready to download the AWCC application onto your system, then install AWCC as if for the first time. Wait for AWCC to subsequently load its resources. The OC Controls install windows should automatically appear so that it can be installed and integrated within AWCC. Keep the AWCC window open so that the other resources are installed.

This is the fix for a bad AWCC install. There may be other AWCC problems, and the Reliability Monitor should be used to identify software issues.

Revo Uninstaller Free.jpg

crimsom · Accepted Answer

Hi @BHorseman there has been considerable speculation that AWCC updates are permanently soft bricking the Dell motherboard's EEPROM chip. Keep replacing the expensive motherboard or not update the AWCC is currently the only solution.

Unfortunately Dell do not allow visiting repair technicians or users to reflash the EEPROM chip on the motherboard. Other OEM PC vendors provide a Windows 10 utility that will reflash the EEPROM chip. With such a relatively simple solution, it is odd that Dell Technical Support have not addressed this problem and rolled out the customer option to test integrity of EEPROM chip content and reflash when necessary.

With so many Dell Community threads reporting problems with new or recently purchased Dell computers and visiting Dell Technicians with replacement motherboards' EEPROM chip that are DOA, there is a substantial problem with these EEPROM chips that should have been fixed many years ago.

Hope that Dell's SupportAssist gets this hardware test and repair function at next update.

Alienware Light Fix (by Reflashing the SiLabs Chip)

crimsom · Answer

Hi @BHorseman welcome to this user to user discussion forum. This is not Dell Support.

Dell Support Alienware 15 R3 says Storage capability is One 2.5" bay for SATA drive and Two M.2 2280 slots for SATA or PCIe Gen3 x4 NVMe drives. But you are using a FAT 32 USB flash (Pen) drive with Windows OS from which to boot.

Please confirm that you are using a M.2 2280 PCIe Gen3 x4 NVMe as your Windows OS(C:) boot drive, or are still using a FAT 32 USB drive as your Windows OS(C:) boot drive?

Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you.

DELL-Chris M · Answer

First, I would never run a BIOS update 'through' SA. I will post the instructions later. Second, a failed BIOS update could break the motherboard. For this out of warranty 2016 15 R3, this is something to ponder. If the 15 R3 is currently running OK, do you need the BIOS update that only addresses Intel Technical and Security Advisory? Laptop BIOS installation instructions =* Connect the external power adapter to the Laptop* The Laptop is not connected to any dock, external monitor, hard drive, printer, etc.* Download/Save the latest BIOS file to the Windows desktop* Close/end task all unnecessary software applications (Browsers, Dell SupportAssist, Dell Update Application, Steam, Anti-virus, etc.)* Find the saved BIOS file on the Windows desktop* Right click the file and choose, 'Run as administrator'. Note, you do not need to 'extract' the file. Just run it* Follow the prompted instructions. The Laptop will reboot on its own, do not force it

BHorseman · Answer

Hey i already did de boot from the usb. im gonna check the videos you sent me.

crimsom · Answer

Hi @BHorseman thank you for sharing update.  Please clarify which OS(C:) boot drive is currently being used. Thank you.

mattyb3 · Answer

The best thing to do, in my opinion, would be to do a clean Windows installation. Just note that you will lose all the data that is saved onto the C: drive so make sure you save anything you want to keep on a second system drive or an external drive.

To do a clean installation you'll need an 8gb USB flash drive and you just need to go to Microsoft and use the Media Creation Tool to download the ISO onto the USB drive. Once that's done, you power on the laptop with the USB inserted and press F12 to enter the Boot Menu, select the USB and the Windows installation will begin. You will get to a point where you select the drive that you want to install Windows on. If you have multiple drives in your system then you'll see Drive 0 and Drive 1 and each drive will be split into Partitions. You'll need to work out which one is your main OS drive and format this Partition. This will erase the data on the drive including any viruses. Select this drive and Windows will install.

Once you connect to the internet and the Microsoft server, your Windows will be activated (if you had a previously activated Windows 10 on your system and you installed the same version as you had before, ie Home or Pro). Do all your updates and then install the correct Command Center Application from the Dell Support site using your Service Tag. I would suggest not to install Support Assist as many users have had issues with it. You can check the Dell Support site for any driver updates.

Just like Chris suggests, there is no need to update your BIOS if you are not having system issues. If it ain't broke, don't fix it.

crimsom · Answer

Hi @BHorseman if you are still using the USB as your OS(C:) boot drive because the internal OS(C:) boot drive is still broken, install new internal M.2 NVMe drive with Windows 10 x64 already installed. The Alienware 15 R3 laptop can then be reinstated to its former 'as if new' excellent performance capability.

T-Troll · Answer

Ok, let's start to diagnose it.

1. Check all "Vendor-defined device"'s under "Human interface Devices" in Device manager. Did you find one of them with VID_187C?

2. If you find one, the issue is into AWCC. Do a full uninstall (@Crimson have a manual how to do it), then install it again.

3. If you can't locate it, you can try flash BIOS again, then reset BIOS settings (by power off the system and remove battery connector for a while), as well as try to make light system reset (shutdown - NOT sleep - you notebook, remove power cord, wait 30 seconds, connect it again). If both fail, you have damaged light chip, so only MB replacement helps.

Alienware

15 R3, BIOS update failure, AlienFX not working

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