We have had this happen too on out Alienware R17 and pursued it vigorously. The only solution we have found is rebooting (the track pad still works). We have had EVERY piece of the computer replaced, we have been given a refurbished replacement and always it happens. It can be very intermittent. After the replacement of the motherboard, it took a few months (we thought we had it beat, ugh). So here is what we know. The software keyboard works (as confirmed by the helpline remoting in) but the hardware keyboard does not. I have the lights set to flash when the computer comes on. When the keyboard stops working and won't accept the password, the keyboard does not light up. So not only is the keyboard not sending out signal, it is also not receiving it. Since mostly the only software doing anything before the password screen is drivers, and because it has happened on essentially 3 computers (given the full innards replacement), I'm concluding it is a driver, the most likely suspect being the keyboard driver, I'm guessing. Normally it takes about 3-4 reboots to fix, but more times than I'd like it has taken a half hour of rebooting. Also if you leave it running for a bit and come back, reboot MIGHT be more likely? Not sure.
Brad L (retired)
9 Legend
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2.7K Posts
0
June 17th, 2022 22:00
Thread update, Dell-Cares set up service for the system.
mattyb3
5 Practitioner
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1.7K Posts
0
June 7th, 2022 17:00
Hello, So it will work with an external keyboard?
If it's just the internal keyboard that doesn't work then it may have failed or you may have to reset the ribbon cable into the motherboard.
It's possible that the issue is software related. You could try to do a system restore to a point before the issue started.
Some images or a video would be helpful.
westden
2 Posts
0
June 9th, 2022 17:00
Thanks so much for your respond.
I have tried an external keyboard, but it does not work. I think the ribbon cable has a problem.
Gwynnever
1 Rookie
•
1 Message
0
April 29th, 2024 18:20
We have had this happen too on out Alienware R17 and pursued it vigorously. The only solution we have found is rebooting (the track pad still works). We have had EVERY piece of the computer replaced, we have been given a refurbished replacement and always it happens. It can be very intermittent. After the replacement of the motherboard, it took a few months (we thought we had it beat, ugh). So here is what we know. The software keyboard works (as confirmed by the helpline remoting in) but the hardware keyboard does not. I have the lights set to flash when the computer comes on. When the keyboard stops working and won't accept the password, the keyboard does not light up. So not only is the keyboard not sending out signal, it is also not receiving it. Since mostly the only software doing anything before the password screen is drivers, and because it has happened on essentially 3 computers (given the full innards replacement), I'm concluding it is a driver, the most likely suspect being the keyboard driver, I'm guessing. Normally it takes about 3-4 reboots to fix, but more times than I'd like it has taken a half hour of rebooting. Also if you leave it running for a bit and come back, reboot MIGHT be more likely? Not sure.