m15 R6, keyboard unresponsive at times

Question

I have this laptop for about 2 months, and so far it had a lot of minor issues with which I could deal with, but I have yet to find a solution for this one.

I first noticed the touchpad was not responding maybe two weeks after I bought the laptop, but I didn't give it much attention since I don't use it. Two weeks later my keyboard was unresponsive after it worked perfectly the day before. I tried updating every driver, troubleshooting and reinstalled my windows with no result, nothing worked. The next day when I opened the laptop again, the keyboard was working like nothing happened, and this time the touchpad started working as well. I sort of thought the issue fixed itself, but it happened again 3 more times.

I noticed that if I turn off and on my laptop again a couple of times, the keyboard starts working again, but it's not the same result if I try restarting it.

At the time I'm writing this it happened again, same thing, I turned off and on the laptop a couple of times and now it's working, but the touchpad isn't.

I got no clue on what the source of the problem is, and I have read about the same issue on similar versions of the laptop, and people said even a keyboard replacement didn't help them.

I would really appreciate some help or suggestions, I'm unsure of what I should do,

Thank you!

AdrianG001 · Answer

How long have you been having this issue? Did this start after any recent software changes like new software installation, games or Windows updates?

Is the computer heating up by any chance?

Run a hardware diagnostic by following the video on this link http://bit.ly/2fJuGXB & check if there an error.

Do you get any blue screen error messages? Open event viewer & check if there are any entries for the errors.

Lanyakea · Answer

Hello, and thanks for the reply,

I've been having the issue for about 3 weeks, time in which it happened about 3 or 4 times. I've been having a lot of software and Windows updates since I bought the laptop, but the issue didn't appear right after one of the updates. The laptop is heating up normally I believe, a bit hot when playing high spec games but nothing unusual I think.

The video you posted is not working for me, sorry.

I did in fact get a blue screen once, I'm not sure if it's related to the issue since it happened after some days it first occurred. The blue screen appeared while I was updating something, I can't say which one it was since there were multiple updates happening at that moment. After the blue screen I couldn't start my laptop so I had to use a restore point in order to make it work again.

crimsom · Answer

Hi @Lanyakea welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support.

When a blue screen appears, the Windows operating system creates an event. Please run Reliability Monitor and wait for it to load event timeline. Look at the day that blue screen appeared for a red critical event. Open this event and it should include root cause and Microsoft error code. Search on internet should reveal similar problem and its fix.

How to use Windows Reliability Monitor to identify software issues | Dell US

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