Unsolved
1 Rookie
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2 Posts
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7280
December 26th, 2021 09:00
m15 R6, keyboard not working
I have bought this laptop from dell only for 2 months, it was working perfectly. but today morning the keyboard suddenly stopped working, the LED is on, but the keys won't respond. I did google the problem, some says update the firmware, which I only see BIOs update in the Support Assist, and it failed to update too somehow.
I updated everything, also scanned the hardware with SA, everything shows normal. But the keyboard is still not responding.
pls help!
Update=Resolved- after intel system update
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crimsom
9 Technologist
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6.1K Posts
1
December 26th, 2021 10:00
Hi @Luke Li it seems that Dell is aware of this problem Keyboard Intermittently Does Not Work on the Alienware m15 R5 Ryzen, R6, x15, and x17 Laptops | Dell US.
Never update the BIOS over the internet, that is just asking for problems and can brick the PC. Here is a video of the official BIOS update process Update the BIOS on your Alienware PC - YouTube.
Dell says keyboard problem is Intermittent, so there will be occasions when there is no keyboard problem. Just to be sure there are no hardware problems, please run the Dell ePSA Diagnostics tests ePSA Pre Boot System Assessment Dell Overview (Official Dell Tech Support) - YouTube.
If keyboard problem becomes permanent, please get Dell to create support request by using your online account. A new Dell product comes with a first year basic warranty, so Dell support should assist with problem solving and if required, return of product. Ask if this is a known batch problem and if your product is already included in Dell recall process.
Please share update. Thanks.