m18 R1, AWCC 6.6.14.0 not working

I have an R5 and this software also doesn't work, just complaining I have no AlienFX devices - worse still uninstall fails and I can't re-install.  Have followed Dell's instructions but the failing uninstall isn't covered in their documentation, and various third-party methods have failed, and I have spent hours messing around with it.

Worst still my 3 years of "premium" support has ended so Dell won't even support software that is part of the fundamental functioning of the machine...

Well, I found version 5.7.3.0, but when I install it, I'm still told that version 6.6.14.0 is installed!

I really dont want to complete a full factory restore as with the luck I have, nothing will alter

Hello,

We acknowledge your request for assistance.

If you require our support, please initiate a direct message with us, and we will be pleased to provide you with the necessary assistance.

Hello @wombler,

I hope you're doing well.

Could you please confirm if the issue has been resolved? Are you now able to change the chassis lights? If the issue persists, have you raised a support ticket? If so, please share the details for further investigation.

We attempted to reproduce this use case but were unable to observe the same issue—we were able to change the lights successfully. Could you let us know which version you upgraded from before installing AWCC 6.6.14? Additionally, please share details about the build you installed and its source.

For reference, we tested using the full installer on an m18 R1 system with AWCC 6.6.14.0.

Looking forward to your update.

Hello @Mortbrad 

Could you please share more details about the issue you're facing? We’ll attempt to reproduce it and work on a resolution if it is observed. Looking forward to your update.

@Karthik V912​ 

Thank you.

I cannot tell you what version I had prior to 6.6.14.0, but it has always been in line with what support agent says. I always keep the system updated.

The keyboard lights can change, but the chassis light are stick on the default "blue" - they will obviously switch off when the lid is closed, but when the lid is open, they remain on blue.

There is no option within AWCC to change this. Only the keyboard settings are visible.

I have uninstalled and reinstalled using the full installer for 6.6.14.0. I have also attempted repair but this records nothing to amend.

I did manage to find a former version which after removing 6.6.14.0 I installed. This did offer chassis light adjustment. I cannot remember what version it was, but i believe it would be version 5 or something. Very old.

I then upgraded to the latest version, but the option thus disappeared again.

If you cannot replicate, then it would appear that I have some software that is interfering.

I don't wish to return to factory settings as there is a lot on my system to reinstall afterwards

@Karthik V912​ My Dell Applications ....

Hi @wombler ,

I tried to replicate your scenario by installing the same FW versions. But everything keeps working fine to me. 

There is a new BIOS update could u please update to latest and try once. Share the application screen shot how it looks when you say its not able to set is that greyed out ? Lets have a look at it . Also checked with AWCC validation team on this regard. These features are thoroughly tested not seen any of this kind so far. It would be helpful if u can share a short video of your system when AWCC app is opened . It will help our team to debug more. 

Hi @wombler 

Here are a few quick steps to debug the issue, Please perform these 2 steps mentioned below:

1. SupportAssist Version Issue

   • Your system currently has two versions of SupportAssist, but only one should be present.

   • Uninstall both existing versions and reinstall the correct one from Dell Support site.

   • No need to worry about your subscription—it will be linked to your service tag, and your existing policy will apply.

   • Once reinstalled, pull the latest SupportAssist updates and update all Alienware apps (some are outdated per your screenshot, with versions from 2023 and early 2024).

2. Repair AWCC Application

   • Ensure your charger and internet are connected.

   • Go to Control Panel → Right-click AWCC app → Change → Select Repair → Check all options → Click Repair.

This should solve the issue. If not please share the screen shot of the greyed out screen from AWCC app to debug on this. ( Video will be better and easy to debug).

@karthikv912​ 

So, I have removed Support assistant, rebooted, reinstalled, rebooted and checked for updates ..... none available.

Please see image "after deleting" which shows all dell software installed after I removed support assist.

Please now see image after I re-installed support agent

This image shows the result after I "repaired" AWCC

This image confirms no updates available

Regretfully I forgot to take an image of AWCC showing only changes for keyboard lights - the option to change chassis lights is not an option. It is not listed in any way on the app.

Interesting though - I tried to "repair" Alienware OC controls, and got the error log as shown below.

Log file is below

[70A0:1B28][2025-04-01T19:28:00]i001: Burn v3.14.1.8722, Windows v10.0 (Build 26100: Service Pack 0), path: C:\ProgramData\Package Cache\{185670a8-8636-4c8c-9cf9-c8dacb321676}\AlienwareOCControlsInstaller.exe
[70A0:1B28][2025-04-01T19:28:00]i009: Command Line: '"-burn.clean.room=C:\ProgramData\Package Cache\{185670a8-8636-4c8c-9cf9-c8dacb321676}\AlienwareOCControlsInstaller.exe" -burn.filehandle.attached=584 -burn.filehandle.self=592 /modify'
[70A0:1B28][2025-04-01T19:28:00]i000: Setting string variable 'WixBundleLog' to value 'C:\Users\Fat-M\AppData\Local\Temp\Alienware_OC_Controls_20250401192800.log'
[70A0:1B28][2025-04-01T19:28:00]i000: Setting string variable 'WixBundleManufacturer' to value 'Dell Inc'
[70A0:6DF0][2025-04-01T19:28:00]i000: Setting numeric variable 'WixStdBALanguageId' to value 1033
[70A0:6DF0][2025-04-01T19:28:00]i000: Setting version variable 'WixBundleFileVersion' to value '1.4.35.1450'
[70A0:6DF0][2025-04-01T19:28:00]e000: Failed to load file into license richedit control from path '(null)' manifest value: (null)
[70A0:1B28][2025-04-01T19:28:00]i100: Detect begin, 6 packages
[70A0:1B28][2025-04-01T19:28:00]i000: Registry value not found. Key = 'SOFTWARE\Alienware\Alienware Command Center', Value = 'InstallPath'
[70A0:1B28][2025-04-01T19:28:00]i000: Setting numeric variable 'AlienwareCommandCenterExist' to value 0
[70A0:1B28][2025-04-01T19:28:00]i000: Setting numeric variable 'MSVisCPP2017x64RedistExist' to value 1
[70A0:1B28][2025-04-01T19:28:00]i000: Setting string variable 'SystemProductName' to value 'Alienware m18 R1'
[70A0:1B28][2025-04-01T19:28:00]i000: Setting numeric variable 'MSVisCPP2017x86RedistExist' to value 1
[70A0:1B28][2025-04-01T19:28:00]i000: Setting string variable 'CpuIdentifier' to value 'Intel64 Family 6 Model 191 Stepping 2'
[70A0:1B28][2025-04-01T19:28:00]i101: Detected package: MSVisCPP2017x64Redist, state: Absent, cached: None
[70A0:1B28][2025-04-01T19:28:00]i101: Detected package: MSVisCPP2017x86Redist, state: Absent, cached: None
[70A0:1B28][2025-04-01T19:28:00]i101: Detected package: Alienware_RyzenV22.msi, state: Absent, cached: None
[70A0:1B28][2025-04-01T19:28:00]i101: Detected package: Alienware_RyzenV16.msi, state: Absent, cached: None
[70A0:1B28][2025-04-01T19:28:00]i101: Detected package: Alienware_OC_xtu.msi, state: Present, cached: Complete
[70A0:1B28][2025-04-01T19:28:00]i101: Detected package: Alienware.msi, state: Absent, cached: None
[70A0:1B28][2025-04-01T19:28:00]i052: Condition '(AlienwareCommandCenterExist OR WixBundleAction=3)' evaluates to false.
[70A0:1B28][2025-04-01T19:28:00]e000: Alienware Command Center is not found. You should install Alienware Command Center before install Alienware OC Controls.
[70A0:1B28][2025-04-01T19:28:00]e000: Error 0x81f40001: Bundle condition evaluated to false: (AlienwareCommandCenterExist OR WixBundleAction=3)
[70A0:1B28][2025-04-01T19:28:00]i199: Detect complete, result: 0x0

This is what AWCC shows

@karthikv912​ 

Followed your instructions exactly. 

This is after uninstallation - this shows the only Dell products installed

I then installed as you requested - this is now what I have ....

and finally, here is the AWCC which  still shows no option to change chassis lights

Hi @wombler ,

As per screen shot shared above there are still 2 ALien ware components in the system.

Uninstall these aslo and do the registry clean up as mentioned above. Before installing Support assist on the system . Install the AWCC package provided. 

If registry was cleaned up you would not see any Alien ware apps on the system.

Thanks,

Karthik V

@karthikv912​ 

Ok - I did  exactly what you asked.

However, all progams except this one were deleted successfully

when I try to uninstall, I get this error message

That error message points to a location that does not exist - the only directories in that folder are "Alienware Command Center" and "AWCCPlugins"

There are no hidden directories

Going ahead and installing as you requested makes no difference. AWCC still has no option to change chassis lights (image on post above), and Support assist only has one single update "Dell Support Assist OS Recovery Plugin for Dell Update A00-26.94mb"

To confirm, these are now the Dell products installed - I do not know why Dell Support Assist is listed twice, but this was done when installing

@wombler .

As one final check, I recommend uninstalling the latest version of AWCC and installing an older version to see if the issue persists. This will help us confirm whether the problem is specific to version 6.6.14 or if it was introduced during the upgrade.
Let me know how it goes 
Link: Alienware Command Center 6.x - Full Installer for Alienware/Dell G Series System | Driver Details | Dell India