Aurora R15, stuttering issue

Question

Hello, I have received my Aurora R15 with the RTX 4090. I have had this stuttering issue since the beginning. Around 5-10 minutes in each game, I get this weird stuttering that drops frames and distorts the audio for about 1-2 seconds. It doesn't matter which game it is, it happens.

Things that I have tried:
* Updated Graphics Drivers from GeForce
* Rolled back drivers from GeForce to 3 different versions and it still happens
* Updated windows
* Updated all drivers with a Driver Updater App
* Turned on game mode in settings
* Set power management to performance mode and normal mode through Nvidia Control Panel
* Turned off V-Sync in Nvidia control panel
*Set performance mode in ACC
*Updated BIOS and firmware

And today there was a firmware update for Alienware I also installed and applied and nothing has changed
This issue is getting very annoying. I do not believe it is a Hardware issue, but a Software issue. But I could be wrong. At this point I am stumped. The last thing I could think of that I have not tried was a Full System Reset, Wipe and redownload everything. But I am trying to avoid that.

I do have some Corsair Dominator DDR5 6000Mhz Ram coming in the mail in a couple days and I will be upgrading it from the 4800MHz. But I'm pretty sure that's not the issue either but I could be wrong as well. If anyone else has had experience with this issue please comment. I would really love to get this figured out. This was an expensive machine which I am enjoying for the most part and really don't regret the purchase. And I also understand that there could be bugs at the beginning of an initial launch of a new product as well. But for the price tag, it should be a little more stable out of the box

RTX 4090
13th Gen Intel i9-13900KF
32GB DDR5 Ram 4800MHz

Larcade · Accepted Answer

check my post below.the title is Aurora R15, issues so far

Iain K Mackay · Answer

Try uninstalling Support Assistant. On my R7 and R13 that solved the issue on both machines. I know others on here have had the same issue and fixed it the same way. The R15 is not that different to an R13.

Vanadiel · Answer

Uninstall all DELL/Alienware software software and see if that solves the issue. Lots of posts on this forum with AWCC, support Assist software causing issues.

Then reinstall 1 by 1 until the issue appears again.

NIck452127 · Answer

i think that worked! fingers crossed. no issues so far in a couple hours worth of gaming =]

NIck452127 · Answer

thank you! just tried this! fingers crossed. have been playing some games for a couple hours and no stutters!!!

Iain K Mackay · Answer

I have learnt with my R13 my machine runs better when I set the lights, remove the AWCC and then uninstall Dell's software that i am never going to use. I also try not to use Dells drivers. For example I use Nvidia's drivers for my graphics card.

Enjoy your new PC.

qmohos · Answer

I’m having exactly this same issue that you described, every 10 or 15 minutes or so. Not even when just running games, even just at merely being on the desktop and playing music or chatting on discord or something.

I’ve tried uninstalling support assist, Alienware command center, every single thing that says Alienware in programs, but still the problem is persisting.

qmohos · Answer

Well, I take it back! I had thought that I’d uninstalled Support Assist, but I guess I either didn’t complete the process, or maybe AWCC put it back (Which I have now uninstalled as well). In any case, I noticed that Support Assist was still there this morning, so I uninstalled it one more time. It’s been a whole day now, it remains uninstalled, and more importantly, there has not been a single instance of the stuttering since then. So, the fix works! Very very thankful for this!

NIck452127 · Answer

Glad that works for you as well.. ! Cheers!

CamCam1 · Answer

Just wanna say I had the exact same stuttering problem and the exact same Aurora r15 specs as the original poster. After spending hours trying everything, I found this post and uninstalled SupportAssist (make sure to uninstall SupportAssist AND Dell SupportAssist, I had 2 separate apps), and this solved my stuttering issue. It’s pretty ironic an app meant for diagnosing pc issues is actually the cause of pc issues!

Gekkster · Answer

ive tried all of these options and i have an R 13 and its still persistent

Sparky1964 · Answer

That's how I run my R11 rtx 3060 Ti.  No Dell software or drivers.   I did try one time to see how the Dell graphic driver worked and it caused all kinds of stuttering.  Restored my configuration with Macrium and no more stuttering problem.

Valakivi · Answer

i uninstalled both SupportAssist and Dell SupportAssist, stuttering is a lot better but still persists a bit, i still have a lot of Alienware stuff, should i keep uninstalling?

iamterryhi · Answer

Hi. I am here with all of you. A new owner of an Aurora R15, and yes, I have these HORRENDOUS stuttering issues about every 15 minutes. I spent a lot of time tonight investigating this. I watched the task manager and figured out that the CPU usage spikes up to 100% about every 15 minutes due to Dell related services/applications.

My OS, BIOS, firmware, and applications are ALL UP TO DATE.

There is no explanation for this except for Dell's poor software. It is not a hardware issue.

The only extra tip I can provide, beyond uninstalling ALL of the SupportAssist apps on your machine, is that I noticed the CPU usage spikes are slightly less severe if you turn off the "System Repair" feature in SupportAssist. This simply further confirms that SupportAssist is the problem and it should be uninstalled totally.

iamterryhi · Answer

Uninstall the 2 entries in your screenshot that have 'SupportAssist' in the name. I don't think it's fully removed from your machine because there are *three* different SupportAssist things to uninstall for some insane reason.

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Aurora R15, stuttering issue

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