m15 R6, keyboard broken after BIOS 1.10.1 update, Windows 11

Question

Hi everyone

Yesterday I updated my Dell BIOS with Windows Update to version 1.10.1 and after that my built-in keyboard stopped working. The RGB of the keyboard works, but the keys don't.

Things that I've already did:

I've already checked and updated all drivers and the BIOS to the latest version
I've already tried to enter the BIOS, but even there the keyboard doesn't work (I entered the BIOS with an external keyboard)
I've already tried to remove the keyboard from the Device Manager and restarted the computer
I've already tried to update the BIOS from an USB stick

What should I do?

odelucca · Accepted Answer

As silly as it sounds, I got an answer from a Reddit user suggesting me to close and open the lid. That solved the issue

My laptop has less than 30 days and I already had an issue with the lid sensor. It is really disappointing, specially regarding the Brazilian support and post-sales that were EXTREMELY rude with me yesterday.

DELL-Cares · Answer

Hello, we see you are looking for assistance. If you need our help, you could start a direct message with us and we will be happy to assist you.

odelucca · Answer

Hi I've already tried that, but no one is resolving the issue.

Onodofthenorth · Answer

I’m having the same issue also no help from dell….. the caps lock lite lights up with every keystroke but besides that, and the rgb being on, no indication that the keyboard is working. I’ve tried everything!

A51-06 · Answer

Wow thats.... odd. I would recommend you check if any issues occur if theres a magnet around because the lid sensor is based on the magnets on the palm rest area I think.

odelucca · Answer

That were no magnets close to it. So, have no idea why that happened.

A51-06 · Answer

Huh, I guess it was just a simple lid issue. I have no idea either.

subbu114 · Answer

My Spec: Alienware M15 R6 (Intel i7, GTX 3060) OS: Windows 11 build 23H2 BIOS 1.27.0

Resoultion (Need to restore/ downgrade to Windows 10):
Step 1: Download Alieware 4zone keyboard update utility, trying updating the firmware. (Mostly it might not work as there will be an Unknown USB Device detected in Device Manager and the ultily will not identify the keyboard).
Step 2: Restart the laptop and Press F2 to make sure the keyaboard is functioning in BIOS, if it ain't working there might be a hardware issue.
Step 3: If the keyboard lets you into BIOS restart restart and get back into Windows 11 and download the latest BIOS from Dell which is 1.27.0 and update your BIOS (this updates the system firware as well, just to make sure everything is upto date).
Step 4: Backup all your data from C Drive to a different drive or an external device, and make sure you have the 4Zone Utility as well.
Step 5: Press Windows + L and while holding the shift key press the power button and select restart, this should restart the windows and take you to recovery menu. Once you're on the recovery screen select troubleshoot and choose recovery image, this will take you to dell Support Assit (laptop will restart) and gives an option to factory restore to windows 10 from recovery image (Note you can backup from here but require a external USB).
Step 6: Once you're back on windows 10 you should be welcomed with cortona, now don't setup anything hold the power button and restart the laptop and press F2 to enter BIOS.
Step 7: In bios Menu press load default settings and choose factory default settings and restart the laptop.
Step 8: Voila! you're keyboard is up and runnning on windows 10, now just setup as usual.
Step 9: Now from your previous backup install 4Zone Keybaord firmware which you've downloaded previously, the utility should work fine now.
Step 9: Now download Windows 11 upgrade assitant from Microsoft website (don't do it from windows update) and upgrade to windows 11.
Step 10: That's it you're back on windows 11 without any keyboard issues.
Hope it helps!

Alienware

m15 R6, keyboard broken after BIOS 1.10.1 update, Windows 11

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