I've been facing the same issue ever since buying the laptop less than a week ago. Both my wireless mouse and the internal keyboard stop responding from time to time, usually when I stop using the laptop for 5-10 mins. When I switch the mouse USB stick from the port and put it back (in any of the ports) I get "USB not recognized" error. In Device Manager there are 3 unrecognized USB devices with the following error "Device descriptor request failed" (they are gone after the reboot) and 1 HID Keyboard device (after the reboot there are 3). Reboot solves this issue but then it happens again.
Hi, I'm having the same problem but I noticed that this system lock occurs only in cases where the notebook is not connected to the electrical outlet. I have had this little gem for two weeks, I will carry out further checks and then update this post. I also own an external mouse with wireless connection and as I anticipated it stops working for 2-5 seconds.
I am having same issues using a bluetooth mouse bluetooth turns off on the system and the keyboard stops working a restart fixes the issues untill the next time, This hapens random Laptop is about 1 month old
This may be common. Was happy to find this as my brand new M-51 has been doing the same. Built in keyboard doesnt work and only solution has been to reboot. I too have an external mouse plugged in.
Still having the issue occur randomly, sometimes not for a few days, other times several times an hour.
After my first post, I was contacted by private message and for a while regularly reassured that "they're working on it, but no fix yet." Haven't heard from anyone in over two weeks now though. Today after applying several updates through Supportassist, including BIOS, the issue started occurring even more frequently. Hopefully Dell comes through with a fix for this maddening problem...
I have this same problem. After going through a replacement due to stains and broken keys, and tweaking thermals for days i end up with a machine I can’t use an external mouse with without having to reboot at random every 20 minutes. It’s been over a month now since I made the decision to purchase the area 51m (after dealing with two years of keyboard problems with an apple macbook pro) and I have yet to spend a single day with a machine that functions in a basic way. This isn’t a hardware issue, it’s a driver or power management issue, everything works fine in linux, which I unfortunately cannot use full time because because I require apps that only run on windows.
I had to plug in an external keyboard to finish this post on what is supposed to be the most powerful production laptop available. Please get this problem fixed.
Hi! We see there was a slight delay on the parts requested for your repair. We'll be checking on your case later on this week to see if there's any other update.
elemento915
1 Message
0
June 9th, 2019 18:00
I'm having the same issue
Eimy_B
4 Operator
•
4.4K Posts
0
June 10th, 2019 09:00
@gdawgfan23
In the upper right corner is the message icon: click on it, then on new message. Remember that you need to be logged in to be able to send messages.
Eimy_B
4 Operator
•
4.4K Posts
0
June 10th, 2019 14:00
Hi @elemento915
Send me a private message (by clicking my Alienware-name) with the Alienware PC service tag number so I can assist you further.
superdrap
4 Posts
0
August 5th, 2019 05:00
Bearewake
23 Posts
1
August 6th, 2019 09:00
Hi, I'm having the same problem but I noticed that this system lock occurs only in cases where the notebook is not connected to the electrical outlet. I have had this little gem for two weeks, I will carry out further checks and then update this post. I also own an external mouse with wireless connection and as I anticipated it stops working for 2-5 seconds.
Eimy_B
4 Operator
•
4.4K Posts
0
August 6th, 2019 15:00
Hi @Bearewake
Send me a private message (by clicking my Alienware-name) with the Alienware PC service tag number so I can review your case.
pkpiano
2 Posts
2
August 30th, 2019 21:00
I've been having all of the same issues... Has anyone found/gotten a fix?
Dazzakk
2 Posts
2
September 3rd, 2019 12:00
Lonewolf20202020
1 Message
1
September 25th, 2019 10:00
This may be common. Was happy to find this as my brand new M-51 has been doing the same. Built in keyboard doesnt work and only solution has been to reboot. I too have an external mouse plugged in.
pkpiano
2 Posts
1
September 29th, 2019 09:00
Still having the issue occur randomly, sometimes not for a few days, other times several times an hour.
After my first post, I was contacted by private message and for a while regularly reassured that "they're working on it, but no fix yet." Haven't heard from anyone in over two weeks now though. Today after applying several updates through Supportassist, including BIOS, the issue started occurring even more frequently. Hopefully Dell comes through with a fix for this maddening problem...
Daniel1983
4 Posts
0
October 4th, 2019 09:00
I am from the netherlands , sorry for my bad english .
i have exactly the same problem as you describe and have contact with technical service from Dell .
after some test and research together with the guy they go to replace my keyboard becouse they think the problem to this all come from that .
monday this is going to happend so i am curious the problem is solved with this keyboard replacement .
bradleyhaug
1 Message
2
October 9th, 2019 16:00
I have this same problem. After going through a replacement due to stains and broken keys, and tweaking thermals for days i end up with a machine I can’t use an external mouse with without having to reboot at random every 20 minutes. It’s been over a month now since I made the decision to purchase the area 51m (after dealing with two years of keyboard problems with an apple macbook pro) and I have yet to spend a single day with a machine that functions in a basic way. This isn’t a hardware issue, it’s a driver or power management issue, everything works fine in linux, which I unfortunately cannot use full time because because I require apps that only run on windows.
I had to plug in an external keyboard to finish this post on what is supposed to be the most powerful production laptop available. Please get this problem fixed.
Alienware-Joe
671 Posts
0
October 10th, 2019 13:00
Thank you for keeping us posted!
We'll be checking on your case too.
Daniel1983
4 Posts
0
October 10th, 2019 13:00
21-10 they go replace my mainboard and keyboard for this problem , fingers crossed
Alienware-Joe
671 Posts
0
October 14th, 2019 14:00
Hi! We see there was a slight delay on the parts requested for your repair. We'll be checking on your case later on this week to see if there's any other update.