Area-51m, keyboard stopped working

So mine also stopped working.  But it stopped when the machine was locked so I can't get back in.  An external keyboard doesn't work either.  This is the second major issue I have had in the first few months.  That's frustrating.  

This has become a real issue for me. 

I recently had my second keyboard repair, installing the THIRD keyboard in 5 months. I BARELY touch this machine, use it mostly for VR, so I only press enough keys to boot and load software. A keycap was lifting (the 'A' key), but instead of a single repair they have to replace the whole keyboard I guess. Whatever. Technician arrives and replaces the keyboard, runs the diag, then screen goes black. We wait. No response. We reboot. Soon after windows log-in the screen goes black. 

Thus began my new nightmare. Technician calls Dell and long story short I had to send my $3k+ Laptop in to Dell for repairs 5 months in to owning the machine. The machine I barely touch. I just got the 'heads up' that parts are back-ordered (what parts? no one has told me so far when I've asked, only that i'll be updated later) and that they're waiting on them to arrive. 

I'm at my wits end. I've never spent this much on a laptop and honestly thought I was buying peace of mind and that the warranty I got was silly, but gave even more peace of mind. Turns out the warranty is a GODSEND and the machine needs it. I'm not going to lie, i'm starting to get serious buyers remorse. 

Tread carefully with this machine. I love it when it works, but that hasn't really been often. I'm going on 3 repairs in under 5 months - which is insane. 

I too am having issues with my Alienware Area-51m keyboard not working, but only in Windows 10.  Works fine in the BIOS, just not in windows.  I have everything updated, no external devices attached to it either.  Very frustrating since this is my main computer that I use everyday.  I did send a PM @Alienware-Eimy just like they requested of other users.  Hope something can be done about this!

small update for those still following this issue: My second keyboard repair did indeed cause (or maybe unearthed) a bad GPU. The GPU is out of stock and has been for the past 2+weeks since I sent my laptop in, so a replacement request has been submitted alongside the repair, whichever request (repair vs replacement) is completed first will be sent to me. 

This would be fine, except they noted that "Due to your System’s age, we will first be looking into the Refurbished Stock of Alienware systems" which is insane to me. This computer is almost new (I took ownership April 5) and has undergone 3 repairs since then (counting this one). For them to tell me I spent this much to possibly be forced into a refurb has me livid. I'm pushing back, but wanted to update the thread. 

Update for those still curious:

I was approved for the brand new system replacement I requested, which I hugely appreciated. The driving force behind this was the number of repairs my machine had gone through (totaling 3 in roughly 4 months). I received it yesterday, but it had the wrong CPU (i7-9700 instead of i7-9700k, which was heartbreaking to realize). They're working with me now to have another replacement unit sent as I don't want to start opening it up again for repair/upgrade work... 

All in all, this is been quite painful, but the upgraded warranty has definitely been worth it's weight in gold and I have a huge respect for the customer service team. They've handled things really well and always understood my concerns/frustrations. I'm still very frustrated, but am hoping this was a 'lemon' scenario as it seems most people are exceedingly happy with their machines. 

I will update the thread again if anything major should happen. 

Im actually on my second laptop and my keyboard lights are working (sometimes they are on and sometimes they are not) and the only way I can use this system right now is through an external keyboard. The first laptop I had did the same thing but they sent me a brand new laptop beginning of November as a replacement but guess what a month later (December it started doing it again) This time I removed the alienware command system and redownloaded it and my keys started working again. That worked for a few times but now my lights work but the response in the keys do not. Iv been meaning to get IN contact with support but I'm just to busy to fool all with this right now. I don't think I have a faulty keyboard. I think it has to do with the command system. 

Now we are at the end of 2020 and I am still facing the same above mentioned common issue with keyboard. I have AlienWare 51m R1 , RTX 2060 i7-9700k , keyboard keeps suddenly stop responding and I have to restart. Is this issue confirmed faulty hardware or software issue? 

Alienware Area-51m (R1 2019) i9-9900K, RTX 2080, 64GB

Same thing happened to me today. It’s happened two or three times in the past but always seemed to fix itself after a shut down or two and leaving the computer for a little while. I’ve had the keyboard replaced before for an LED issue and it happened both before and after this. Also previously needed mobo replaced (twice) and power adapter ports.

The same thing happened again today - whole keyboard dead as a doorknob in Windows, BIOS, everything. Restart, shutdown, updates etc (using onscreen keyboard) - no better.

I shut down the machine, disconnected the power supplies, and drained any residual power by holding the power button for 30 seconds. Then pressed power button to turn on and hey presto! Keyboard worked again instantly.

I guess there’s a poorly designed circuit somewhere which builds up charge and ends up shutting down the keyboard. Hardly the quality you’d expect after dropping over £4K on a laptop. Get the extended warranty. 

I had the same problem and I was so scared since I just got my laptop but after a while I restarted it so now my keyboard works again I hope this solved your problem bye