m17 R4, keyboard stops working, Unknown USB Device (Device Descriptor Request Failed)

Hi @Compu-Doc ,

You guys tried Windows 10 yet? I heard everything is supported better.

Unfortunately Win 10 didn't work either...same thing, the laptop starts, the colours on the keyboard keys cycle and as soon as it goes solid blue it looses any response

Dell is suggesting to replace the keyboard but from the reading on this forum and others, I'm doubtful that will fix this issue...

Hey everyone, I have a M15 R4 and I'm experiencing the same issue.

The workaround (uninstalling the unknown usb + scan for chagnes)  solves the issue but it's temporary.

I've updated the BIOS, factory reset the system (full wipe), downgraded to windows 10, upgraded to windows 11, updated all the drivers and lastly I removed the battery and did a power drain.

This is definitely a big problem on Dells computers.

Similar people is having this issue in this thread --> https://www.dell.com/community/Alienware/m15-R4-keyboard-not-responding/td-p/8225711

So I had a very very similar problem.  I updated bios a few weeks ago and all went fine until I shut off my M17R2 and I couldn't restart.  I had to open it up unplug battery hold the power button down and then plug it all together and replace bottom cover.  A few days later I had  command center fail an update and then .  Firstly I had no command center so had no LED control.  a few days later the keyboard failed very much like Ops.  The LED's would light up but NO keyboard.  USB one worked.  I tried to deinstall and reinstall command center but wow is that a pain.  Did not solve. Also I had error on USB device.  Code 43.  I found it super unlikely the keyboard would fail hardware wise so deduced it had to be something on software, bios or driver side.  I tried to reinstall driver and no go and tried many other things.  Eventually I decided best way to get all working again was to do clean reinstall of Windows and wipe drive.  I did so and upon final reboot, yep keyboard STILL didn't work although command center was operating again.  I had the same error code on USB device code 43 so decided to reload driver.  removed the device and rebooted laptop. . . except it would not reboot.  It kept sleeping and waking but not restarting.  I eventually pulled the battery cables again to force a reboot.  Voila new drivers installed and all of a sudden I had a keyboard again.  My command center is working again and my laptop is actually better than new!!!  SO fast and all is right with the world.  It took me till 6am to get it all done that night but am now typing this on it on my perfectly working keyboard. 

Having the same problem with my new Alienware X17 laptop.  Same USB error with the internal keyboard not functional.    Dell tech support has done the following to date: cherry firmware update, standard keyboard firmware update, reloading of multiple device drivers, 2 complete re-installs of Windows 11, replacement of the keyboard and daughterboard, battery hard reboot, and an assortment of diagnostic evals.  Nothing has worked.  Obviously as others point out above, the hardware/keyboard is functional in BIOS, but cuts out when Windows loads - which means this is not a hardware problem.   Has to be a systems conflict / communications error of some sort.   Given so many of us have experienced this issue, one would hope that a reputable company like Dell would have derived an appropriate solution to this issue by now.   Seems like the only solution from everyone's comments above is a replacement of the laptop.   Have another call with Dell support this week.   If this doesn't get resolved soon, I'll be forced to escalate this to the Dell C-suite for resolution.   For the amount of money we have paid for our high-end laptops, I would expect much, much more from Dell.   Time will tell...

@critical-msw_58d7fe​ Dell is now going to replace the motherboard, which is back-ordered as of today.   Will post outcome once the board has been replaced.  I'm not hopeful given others above have had this exact problem, and having their motherboard replaced did not fix the keyboard problem.   

Dell replaced the motherboard this week and I have to admit that I was surprised, but the replacement took care of the problem.   The tech did see an error in Device Manager initially after changing out the motherboard, but I requested that he reflash the latest BIOS, and after completing that, there were no errors in Device Manager.   Laptop has been working like a charm ever since.   Kudos to Dell for taking care of this, but I have to state that I think their service department would benefit greatly from a smarter systems approach to solving problems like this one, rather than the traditional serial checklist approach of trial and error.  Will write back if I have any other problems.

My 2 year-old top of the line M17 R4 came across this issue that almost drove me crazy!~ and it is just outside of warranty. Keyboard works works in bios, but not in windows (unknown USB device...), and After having searched high and low, this is what it boils down to: I needed to disable "Intel Integrated Sensor Solution" under Device Manager > System devices. Right click and disable this, then restart. My keyboard worked straight after reboot. Yes it was that simple, and it wasn't a hardware issue, but a software one. Hope this helps others.

@DanGoyette​ I had my motherboard replaced under warranty, but it happened again just after 2 years outside of warranty. It wasn't exactly hardware issue, it boils down to a device conflict issue: "Intel Integrated Sensor Solution" under device manager>system devices. This needs to be disabled, then reboot, my keyboard came back to service straight after that! It frustrated me for a long time.

@kudesign​ Disabling 'Intel Integrated Sensor Solution' under the Device Manager is not a reliable solution. I have however found a method to enable the keyboard again, so here is how it goes: 1. Put your laptop to sleep. 2. Wake it up and go to device manager and disable the 'Unknown device', then enable it again. This method always works to wake up the keyboard. This is such a strange bug, even after motherboard and keyboard replacement! I am unsure as to what the ultimate solution is. Contacting Dell for further instructions.

Neither one of these work arounds (sleep and wake, or disabling intel drivers) work for me.

I bought this Laptop March 2021, and I've had this issue since August 2022. I have literally tried everything and I still can't get it to work. Just like everyone elses, mine is also a software issue and the only key that works is the airplane mode for some reason. If anyone has any idea please, please, please help me out :( 

Gonna have to bin the laptop if this keeps going, and from what I can see Dell doesn't give a ... About it

@Woden11​ thank you so much for sharing this temporary fix. was just having the same issue as everyone else in this thread on my x17 r1 and this is the only solution that worked after trying everything. what a life saver. so glad i found this thread. now i wonder if i could convince support to skip the numerous reinstalls and just replace the mobo

For anyone that still has a problem like this I found the solution . You must delete the app data and programme files of the app Alienware command center as well as deleting the registry keys from inside the software registry . Then when you uninstall and reinstall Alienware command Center they keyboard will no longer have a problem.

@Guru0006​ Did it work on the long run?

@Johnhhhnyy​ hi, did it worked after restarts and shutdowns? Your keyboard is still working 5 days later? Thank you