UNSOLVED
17 R5, AlienFX devices not detected
Your assistance requested.
The Alienware 17 R5 Laptop model Cassini MLK, arrived on Thursday 27 February 2020. It was manufactured in year 2018 and the original Warranty Protection label has not been tampered with. The laptop’s System Service Tag and Express Service Code label is present. Online Dell Product Support detected identical information and says Warranty Expires 08 NOV 2026. However, Online Product Support chat says Dell webpage information is incorrect. Evidently this Alienware 17 R5 has no Dell Warranty.
Dell’s full diagnostic result did not acknowledge Alienware FX lights are not working.
A manual solution complete with YouTube video has been posted in Dell community.
Getting ready: The Alienware-Command-Center-Application_0H00M_WIN_5.2.75.0_A00 was downloaded and extracted.
The YouTube video instructions were enacted and the Alienware-Command-Center-Application setup.exe was launched and confirmed successful installation.
WARNING window appears and says: “No supported AlienFX devices were detected. Alienware Command Center will enable the full FX experience once an AlienFX compatible device is connected, Please note that some features may be unavailable without a connected AlienFX device.”
Prompt says Download additional AWCC components. Alienware OC Controls Application appeared, no extraction occurred and uninstalled OC Controls.
After restart Alienware Command Center opened and OC Controls is successfully installed.
After restart, Alienware Command Center opened and the same WARNING widow appears. The four greyed out HOME LIBRARY FX FUSION headers appear briefly, but only LIBRARY and FUSION headers remain.
Does Dell technical support have an automatic fix programme for this problem and where is it?
Thank you in anticipation. Kind regards.
9227
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Posted March 3rd, 2020 14:00
Enhanced Pre-boot System Assessment (ePSA) diagnostics - all tests pass.
AlienFX fault not revealed.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9181
0
Posted March 4th, 2020 15:00
Evidently it is possible to test LED lights using the installed AlienFXTester by going to OS(C:) > Program Files > Alienware > Command Center > AlienwareAlienFXTester. Clicking on this application opens the ALIENWARE ALIENFX window and clicking on the selection menu, tests Red, Green, Blue, White LEDs.
The Command Center shown in the video says that there are 174 items in this folder. But this 17 R5 only has 70 items in this folder and this does not include the Alienware AlienFXTester. Not sure if the AlienFXTester is normally to be found on the 17 R5.
Has anyone used the AlienFXTester on the 17 R5?
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9239
0
Posted March 4th, 2020 17:00
Hello @Alienware-Eimy thank you for revealing that the AlienFx Tester is not present in the Alienware 17 R5 Alienware Command Center.
Our 17 R5 LEDs do not work. Not sure if this is a hardware fault.
When Alienware Command Center opens, a WARNING window appears and says: “No supported AlienFX devices were detected. Alienware Command Center will enable the full FX experience once an AlienFX compatible device is connected, Please note that some features may be unavailable without a connected AlienFX device.”
Support Assist's troubleshooting specific piece of hardware, does not list option to test LEDs.
Alienware FX Light Issues mentions the Alienware AlienFX Editor taskbar, but search cannot find it.
Where is the 17 R5 diagnostic that is used for testing of the LEDs?
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9218
1
Posted March 5th, 2020 00:00
Alienware FX Light Issues says: If issue persists please go to "Control Panel", "Programs and Features" and choose uninstall Command Center, when setup loads, run the "Repair" option. This will solve any software corruption in the AlienFX firmware while installing.
This new Alienware 17 R5 (i7-8750H, GTX 1070, QHD) Laptop was delivered one week ago. This is my first Dell computer and has had the most up to date Alienware-Command-Center-Application_0H00M_WIN_5.2.75.0_A00 installed.
The Repair option in the Win10 Pro 64 bit Programs and Features offers the option to repair, but the Alienware FX lights do not work, fault has not been fixed!!!
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9206
0
Posted March 5th, 2020 01:00
The new Alienware 17 R5 (i7-8750H, GTX 1070, QHD) Laptop purchased from UK Vendor is now one week old. As with any new out of the box computer, updates were installed. Support Assist recommended the Alienware-Command-Center-Application_0H00M_WIN_5.2.75.0_A00 update and it was installed.
Now Alienware Command Center opens with WARNING window that says: “No supported AlienFX devices were detected. Alienware Command Center will enable the full FX experience once an AlienFX compatible device is connected, Please note that some features may be unavailable without a connected AlienFX device.”
The Repair option in the Win10 Pro 64 bit Programs and Features offers the option to repair, but this fault was not fixed. All Alienware FX lights do not work. There could be other problems. Not sure how to fix this fault.
Any suggestions?
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9201
0
Posted March 5th, 2020 08:00
Alienware 17 R5 (i7-8750H, GTX 1070, QHD) Laptop arrived.
Alienware Command Center Suite 5.2.75.0 says: “No supported AlienFX devices were detected. Alienware Command Center will enable the full FX experience once an AlienFX compatible device is connected, Please note that some features may be unavailable without a connected AlienFX device.”
Alienware FX lights do not work. Alienware Command Center Suite does not include FX lights function test. There could be other problems with this new laptop.
Is there a diagnostic and/or fix for these faults?
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9196
0
Posted March 5th, 2020 09:00
Compare My Registry Alienware entries with Not My Registry Alienware entries, see images.
@Alienware-Joe How are the 'missing' registry entries loaded?
Will AFX Capable Devices registry entry get LEDs working on Alienware 17 R5 model Cassini MLK Laptop?
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]9168
0
Posted March 5th, 2020 10:00
Thanks to @DELL-Chris M for unblocking my original message and merging my other topics into this thread.
Apologies if the merged sequence of conversations are confusing for the reader. Hopefully the reader can appreciate that there is more than one fault to fix on this new laptop.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]3764
0
Posted March 6th, 2020 10:00
Opened Microsoft.com account and declared 17 R5 as my device. Hopefully Microsoft will become aware of the Microsoft vs Alienware conflicts and fix the problems. Tenuous logic, but there is only one contributor to this thread. Questions and speculation, but no answers at the moment.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]
crimsom
9 Technologist
•
6114 Posts
9230
0
Posted March 3rd, 2020 13:00
Not sure why AlienFX devices not detected, could be bad connection, hardware, firmware, software conflict, etc.
The Caps Lock and Num Lock keys have toggle on/off light indicators that work. Other lights do not work.
SupportAssist says there is nothing wrong.
Is there a diagnostic to run that might reveal the source of this problem, so it can be fixed?
Is there a check list to reveal which drivers should be in device manager? (A second AWCC driver with warning triangle was deleted from within System Devices).
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]