Alienware Aurora R16 (ACT1250) - Fans Missing from Sensor List

[SJMarty]

Hello,

I have two brand new Alienware Aurora R16 (ACT1250) desktops.  Both are running Windows 11 Professional and AIDA64 Extreme v8.00.8000.0.

I also just purchased two 8.8" Turing screens and I am trying to set up some sensor panels/dashboards.  The CPUs are water-cooled so there is no CPU fan but the R16 has a front intake fan and two fans on the top-mounted radiator.  All of these are factory-installed.  Unfortunately, AIDA64 is only detecting the GPU fan.

I opened a support case on 11/10 and received a response the next day.  The engineer requested a SMBus Dump (full), an ISA Sensor Dump, and an Embedded Controller Dump.  I sent those back the same day.  I sent another message a couple of days ago asking if any additional information was needed but I haven't heard anything back yet.

I'm just curious...for those that have had to go through this process, how long does it typically take to get newer hardware supported?  I'm concerned because of the return window possibly closing on the Turing screens before the detection of the fans gets worked out.

Thanks!

Edited November 19 by SJMarty
formatting

[SJMarty]

I just logged directly into the ticketing system and it looks like none of my e-mail replies (including the one with the requested attachments) to support made it into the ticket.  I'm not sure why.  I went ahead and attached them in a direct reply in the ticketing system.  If any forum staff need it, the ticket is LFJ-RPGFL-734.

Thanks.

[SJMarty]

Well, this didn't exactly turn out how I would have liked.  I provided all of the debug dumps, as requested.  I received a response that support has them and will review and get back to me.  I didn't hear anything for a week so I asked (in the ticket) if there was an update.  This is what I received back...

Quote

Hi Steven,

Unfortunately we were not able to obtain documentation for Alienware / Dell to measure CPU fan.

Sincerely,
Miklos Andrassy (AIDA64)
AIDA64 Support Team

I stated in the initial ticket that my system is water-cooled and there is no CPU fan - just an intake fan and two fans for the radiator.  In any case, that's it?  AIDA64 can't detect or monitor fans on a new, mainstream system because some documentation can't be obtained from the manufacturer?  Do manufacturers ever give that type of information to third parties?  I don't know but sure seems unlikely as they all generally have their own monitoring software they want you to use.  Was I just lucky with my previous computer (HP) where AIDA64 detected everything?

I've been a licensed, paying user since v5.x and have needed very little support.  I didn't even consider that AIDA64 wouldn't be able to detect my factory-installed fans when I purchased the two Turing screens.  Even after, I found forum threads where customers were worked with to get their missing sensors detected, a beta released for them to test, etc.  If this is the end of my support ticket, I'm quite disappointed.