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February 24th, 2025 17:12

m16 R2, AWCC 6.6.14.0, 6.7.37.0, not displaying model image

Alienware m16 R2

Alienware m16 R2

I have installed the latest version of AWCC for my service tag. version 6.6.14.0 It will not display the image of the laptop like it is supposed to do. I am exhausted on trying to use Support Assist people but all they do is reinstall then reinstall each time the same result with no results in a positive way. Same issue presents itself persistently through many reinstall attempts. This leads me to believe the people who put the update together really messed up.

Dell employees looking at this thread should pass it along to the Dell engineers who handle this sort of thing. I have doubts the community can provide a working solution. Image provided.

Community Manager

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56.8K Posts

April 19th, 2025 17:06

Your m16 R2 shipped on July 27, 2024. Most likely shipped with AWCC 6.3.7.0. If you tested these earlier versions...

Did AWCC 6.3.7.0 display the system image?
Did AWCC 6.4.15.0 display the system image?
Did AWCC 6.5.9.0 display the system image?

Community Manager

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56.8K Posts

April 20th, 2025 12:06

The 3rd images in your post showed your private Service Tag, edits were done to pictures.

Unknown as to why newer versions do not work.


We are expected to keep software up to date
That is debatable. If running correctly, I never update the AWCC software or any BIOS updates just because they are newer. For example, on my 2016 Area-51 R2 desktop I am still running desktop AWCC 4.8.25.0. There have been 12 desktop AWCC newer versions released since then. But, since 4.8.25.0 runs perfectly I did not see the need to update.

My advice, stay at Laptops AWCC 6.5.9.0 until you encounter an issue with it.

(edited)

1 Rookie

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9 Posts

April 20th, 2025 16:56

@DELL-Chris M​ 

Thanks for the reply. I just want Dell to make sure new updates will always work. If ther eis a security advisory out they are addressing in software affected, then they should be sure to make sure functionality is not inflicted. Not updating isn't really going to last long because it will eventually catch on to a new update then update. This has happened before. 

I will stay with AWCC 6.5.9.0 and I even  backed up the three versions tested to work. Dell really needs to fix what they broke in future updates.

Moderator

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17.6K Posts

March 5th, 2025 11:15

To receive assistance from Dell chat support, they need to verify the warranty status and ownership. Then you must troubleshoot with them.  Click the "Get Help Now" icon on the right to start a live chat session. If already out of warranty, click here for the Dell out of warranty offering.

Community Manager

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56.8K Posts

March 5th, 2025 14:58

Did you install the Full Installer 757.74 MB version of 6.6.14.0?

Or the small 5.19 MB version of 6.6.14.0?


Not sure who Support Assist people are? Do you mean the GHN (Get Help Now) agents?

(edited)

1 Rookie

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9 Posts

April 19th, 2025 16:40

@DELL-Chris M​ 

Ya this reinstalling method has been exhausted over and over again. Even uninstalling and getting the April update of AWCC is proving futile. The Get Help Now people will keep reinstalling and that's it. IM_WEB and Full installer have the same results. 

The reason I delayed replying was because I was waiting to see if a new update will fix it. Nope. That isn't the case. (6.7.37.0) Now I do know that reverting back to factory image restore the old version will work splendidly. This is telling me the people who are responsible for updating this software are not up to the task and really need to take more time and a lot more effort when they update this software. 

 

(edited)

1 Rookie

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9 Posts

April 19th, 2025 21:46

@DELL-Chris M​ 

I am downloading the possible shipped with version. Downloading the full installer of 6.3.7.0.

Will get back in a little while.

1 Rookie

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9 Posts

April 19th, 2025 22:03

@DELL-Chris M​ 

Results for AWCC 6.3.7.0. This worked.

(edited)

1 Rookie

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9 Posts

April 19th, 2025 22:24

@DELL-Chris M​ 

AWCC  6.4.15.0 worked

(edited)

1 Rookie

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9 Posts

April 19th, 2025 22:43

@DELL-Chris M​ 

Finally, 6.5.9.0 worked

(edited)

1 Rookie

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9 Posts

April 19th, 2025 22:51

Since 6.6.14.0 the missing system image and (what I failed to mention) the MUX setting was missing and never returned in future updates. Something or someone at Dell broke it.

We are expected to keep software up to date but AWCC seems to get the worse treatment. I don't expect Dell to break their own software this bad. So bad an old version has to be used to maintain full functionality. I don't understand this failure at Dell. I had a lot of respect for Dell in the years past.

What happened? What went wrong?

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