17 R4, keyboard keys not working, #4

Question

I have the same problem on an otherwise perfect condition Alienware 17 R4. The "N" key will not function but on a USB keyboard, it works fine. I did take apart my two previous laptops but have not yet disassembled the Alienware. This is an expensive laptop so I wonder why the keyboard problems?

System has the Intel i7-7820 cpu. Also the keyboard does NOT function when booted directly into BIOS (using F2 at startup), thus it's apparently more than a Windows reinstall driver issue.

I've found that sticking the little screws thru a sheet of paper with the panel layout drawn on it helps keeping track of which one goes where.

crimsom · Accepted Answer

Hi @Gallienus there are two keyboard vendors for Alienware 17 R4 laptops, and these vendors have their own unique type of key hinge clip. How to identify DC16 & DC61 key hinge clip is explained Here. Getting the replacement key and installation should then be easy.

Dell warranty support for your Alienware 17 R4 laptop might not be possible, please go to Warranty and Service Extension - Dell Community

If prefer to install new keyboard, use your Service Tab Here to see which keyboard is already installed, and if this or other replacement keyboard is wanted.

If there are no local repair shops, please consider How to arrange an 'Out of Warranty' repair on your Dell System | Dell US and $100 Dell Laptop Repair | Dell Repair | Laptop Repair | Notebook Service Center (parts-people.com).

[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on Kudos as this user's only reward.]

Gallienus · Answer

Various key replacement sellers post videos on this.  Unfortunately, they ALL lack clear info on how to orient the parts underneath the keys.  All of them.  I damaged my key components slightly before pulling off a fresh key and seeing the orientation myself.

A51-06 · Answer

Hi @Gallienus ! Its also pretty easy to remove the keys so I'm still confused on how it got damaged underneath unless you put too much force.

A51-06 · Answer

So for that issue its definitely hardware related. If you have a repair shop near you I highly recommend buying a replacement keyboard off of amazon so you can replace it.

Gallienus · Answer

Thanks. There is an option to set a pwd in Bios. It shows an * for every key pressed but does not show one for the N key. Thus I'm assuming the key problem is lower than all of those "reinstall Nvidia graphics drivers" to fix keyboard answers.

The keyboard & computer is basically in new condition: I am surprised that it should go bad so quickly. 20 years ago I bought a used PS-2 Compac brand keyboard for my desktop. It still works.

Why do laptop keyboards fail so quickly?

I should also mention that the only way I could find the proper orientation of those little plastic parts under the key was by pulling off a neighboring key cap and looking at the parts. The vendor videos were worthless.

crimsom · Answer

Hi @Gallienus please consider helping other users. You have discovered the proper orientation of these keys on the Alienware 17 R4 keyboard, can you share photographs? Thank you.

What will be your fix, install new keys, install new keyboard, keep using external keyboard, etc. ?

A51-06 · Answer

Well laptop keyboards get used more than desktop ones and have to deal with heat underneath the laptop from the heatsinks and other things like hits or even crumbs and oil. A desktop one can be manually cleaned easily while a laptop one is difficult.

Gallienus · Answer

Thanks.  I've used a vacuum & a blower to get the Alienware keyboard very clean.  I think there is a common manufacturing defect with the N and some of the other keys in these keyboards.  But maybe a BIOS update?  The problem is even seen from the BIOS screen so it's not a windows/ software issue.

Gallienus · Answer

Hi Crimsom,

I didn't take any pix of the correct piece orientation but I did make a sketch. Note the little structure facing down on the inner white plastic piece. I recall the top of the key hooks onto the metal pins and then the lower part is pushed down. --will have to check on this tho.

My solution will be to order a new keyboard, hopefully new from Dell and install it myself. My experience with non-vendor laptop repairers indicates that these do poor quality work and create more problems than they solve. The manufacturers do perform good work but I should get used to opening this thing up as I have my other laptops.

Also this is my son's laptop. At age 12, boys play these computer games which involve repetitive key presses. This is very hard on keyboards. To alleviate this, I've purchased a small, stand-alone USB pad with 16 programmable mechanical keys. I'm hoping to substitute this for the common keys they use in the computer games: thus saving much wear & tear on the keyboard.

A51-06 · Answer

Well if you could try download this it could help.

Intel HID Event Filter Driver | Driver Details | Dell US

Intel Chipset Device Software | Driver Details | Dell US

Intel Dynamic Platform and Thermal Framework Driver | Driver Details | Dell US

Alienware

17 R4, keyboard keys not working, #4

Was this post helpful?