15 R4, off, press key, no boot up?

Question

If the keys on the keyboard are pressed when the laptop is turned off (or even in hibernation), it wont boot up later on, just goes to a black screen.  I end up having to hold down the power button to shut it off, and then it will boot up properly.  Sometimes, when booting up (the 2nd time around), it will go to a blue screen asking me if I want to restore the computer or try rebooting again, although, it hasn't been doing that lately (since the last updates).  Alienware 15 R4 Intel(R) Core(TM) i5-8300H CPU @ 2.3GHz, 16 GB, 64-bit OS, x64 based processor, Windows 10 Home, Version 1809, OS build 17763.437

Alienware - Rodrigo · Answer

Hi,  Are you running the latest Bios version (1.6.5)?

MarkFleener · Answer

Yes.

Alienware - Rodrigo · Answer

Ok, thanks for confirming that. Try running a PSA/Diagnostic test from the boot menu, you can follow the steps on this article. Let us know if you receive any errors.

MarkFleener · Answer

It passed all the tests.

Alienware - Rodrigo · Answer

Thank you for confirming this. Send us your Service Tag in a private message, so we can look further into this.

MarkFleener · Answer

Where do I send the message?

Eimy_B · Answer

Go to the messages icon in the upper right corner and select New Message.

MarkFleener · Answer

Oh, okay, but what address do I send a message to?

Eimy_B · Answer

@MarkFleener,   PM sent

MarkFleener · Answer

I ended up having to do a Windows 10 factory reset to fix the problem.

Alienware

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