Hi @antosand welcome to this free user-to-user Alienware laptop discussion forum. Please try the following to diagnose and fix windows operating system: -
To start diagnose and fix windows operating system, at Type here to search (on taskbar), type Windows PowerShell (or PowerShell 7 (x64)) and Run as Administrator (see following image). PowerShell will accept requests to improve the system's overall stability index (the blue line) within windows Reliability Monitor.
At the prompt, type/paste: chkdsk c: /r and press Enter. Accept offer to run chkdsk at next boot and reboot PC, chkdsk will run before Windows loads so be patient. Look for any unfixed errors in the chkdsk log when you get back to desktop.
At the prompt, type/paste: DISM.exe /Online /Cleanup-image /Restorehealth and press Enter. Be sure to include a space in front of each / and note any error messages when that's done.
At the prompt, type/paste: sfc /scannow and press Enter. Be sure to include a space in front of the / and note any errors when that's done.
Please be aware that if Reliability Monitor has many lines of "Successful Application Reconfiguration" informational events the Reliability Monitor Stability Index number will be low. There is some kind of abnormality between SupportAssist and other actions of Windows that is causing these Reconfiguration events to occur.
hey there @crimsom ! Thanks for the detailed reply.
I tried what you instructed on the msg, unfortunately, it didn't work. The only application showing some abnormal behavior was Dell Support OS, which I uninstalled. After that, I didn't see any strange msg on the reliability report.
However, my keyboard is still not working.
I discovered a couple of additional things:
1. I bought an external bluetooth keyboard. The funny thing is that when the internal keyboard stops working, if I press the Caps Lock button on the bluetooth keyboard, it will enable the internal keyboard for a while
2. I decided to install Ubuntu, just to check the behavior of the issue. No issues or whatsoever. The keyboard has work flawlessly for two days almost.
This is really frustrating, because I know is a driver related issue, but there is no way to solved so far.
Actually, Windows updates has crashed the computer to the point of Windows Reset a couple of times now.
I bought a x15r2 on March 2022, then next 2 months, I have met the problems exactly like you, I also see several people also have met this problem, I also contact Dell support, and noone can give me a resolution. Till now, nearly 1 year, the problem still appear, and Dell never have a way to fix this problem, this is the first time I use Dell allienware and be the last time I choose this brand, very bad service, very bad quality product. Really regret for spending more than 3000 usd for a bad laptop like this
@Hey@@PhanDUy. Yep, my laptop is no longer covered by warranty, and so far, I ended up with a really expensive Ubuntu machine. I mean, I could downgrade to Windows 10 to see if that helps, but it shouldn't be the way to go.
I'm really sad with my experience with this laptop, I have had Lenovo's at work for years, never had something like this before.
At this point, I'm guessing that if some random windows update did this, that maybe some random update will fix it.
Run keyboard repair. Open Settings by right-clicking on the Start Menu and choosing Settings. Next, navigate to System > Troubleshoot > Other troubleshooters > Keyboard (Run). This will pop up a troubleshooting wizard that might alleviate the issue.
@PhanDUy One year?? Omg...yes, it is really frustrating because I know the hardware works.
I'm currently using Ubuntu as my main OS. But for gaming and some apps from work I can't. So in that escenario I have an external keyboard.
One year and no response from Dell? Wow.....you just made me loose my hope. By the way, yesterday I went to BIOS 1.3.1 (which according to Dell is the earliest you can go after 1.21), nothing.
on X15 R1, client also met this problem, then Dell delivered a firmware keyboard to fix this, but with my laptop x15R2, never get response from them, and yes, its 1 year, thats terrible for a more than 3000 usd laptop and very bad service
@PhanDUyactually you gave me an idea. I saw under the available downloads for the x14 a Firmware Update for the keyboard. Alienware 1 Zone Keyboard Firmware Update Utility . Funny thing, the reason I wasn't aware of this is because it doesn't appear under my service tag number when downloading drivers.
I don't recall if I did this update before, and don't know where can I find the version of the keyboard's firmware. Maybe this is a path to solve something?
I mean, I can't download any previous version of the firmware, but maybe it is possible for somebody or Dell to submit it?
At least, this is a new path.
Note: I even installed Windows 10. Same problem. Back to 11.
I had the same problem for a very long time. And I had really tried it all. Uninstalled and reinstalled drivers, Reinstalled Windows 10 probably over 6-7 times, I tried external keyboard and alot of other things, but nothing worked. So I ran a Quick-Test at Dells website, testing for hardware issues, and it came back with an error on the "SM Bus Controller", so I downloaded and installed the driver from https://download.cnet.com/Intel-Chipset-Device-Software-INF-Update-Utility/3000-2098_4-77579975.html , and after I did this the problem seemed to have disappeared. Now my keyboard works as it should, and have done so for over 2 months.
I don't know for sure if this was the reason for the keyboard problem, but atlest mine work as it should now. So I thought it was worth mentioning so hopefully it can help you too.
crimsom
7 Technologist
•
6.1K Posts
1
February 27th, 2023 20:00
Hi @antosand welcome to this free user-to-user Alienware laptop discussion forum. Please try the following to diagnose and fix windows operating system: -
When Alienware logo splash screen appears, press and hold down F12 Key to enter boot menu and run Diagnostics. How to Run Dell ePSA | Dell SupportAssist On-board Diagnostics (Official Dell Tech Support) - YouTub....
Download and Run Malwarebytes Free to remove threats like viruses, ransomware, spyware, adware, and Trojans.
Before starting change, create Restore Point. How to Create a System Restore Point on Windows 10 or Windows 11 (howtogeek.com). This provides option to go back before changes were made.
To start diagnose and fix windows operating system, at Type here to search (on taskbar), type Windows PowerShell (or PowerShell 7 (x64)) and Run as Administrator (see following image). PowerShell will accept requests to improve the system's overall stability index (the blue line) within windows Reliability Monitor.
At the prompt, type/paste: chkdsk c: /r and press Enter. Accept offer to run chkdsk at next boot and reboot PC, chkdsk will run before Windows loads so be patient. Look for any unfixed errors in the chkdsk log when you get back to desktop.
At the prompt, type/paste: DISM.exe /Online /Cleanup-image /Restorehealth and press Enter. Be sure to include a space in front of each / and note any error messages when that's done.
At the prompt, type/paste: sfc /scannow and press Enter. Be sure to include a space in front of the / and note any errors when that's done.
Restart (not Shut Down) and revisit Reliability Monitor for several days to see if things have improved. The system's overall stability index (the blue line) is assessed on a scale of 1 to 10. How to use Windows Reliability Monitor to identify software issues | Dell US.
Please be aware that if Reliability Monitor has many lines of "Successful Application Reconfiguration" informational events the Reliability Monitor Stability Index number will be low. There is some kind of abnormality between SupportAssist and other actions of Windows that is causing these Reconfiguration events to occur.
"Successful Application Reconfiguration" and SupportAssist - Dell Community
Solved: Re: XPS 8930, SupportAssist and Reliability Monitor - Dell Community
antosand
1 Rookie
•
9 Posts
0
March 1st, 2023 13:00
hey there @crimsom ! Thanks for the detailed reply.
I tried what you instructed on the msg, unfortunately, it didn't work. The only application showing some abnormal behavior was Dell Support OS, which I uninstalled. After that, I didn't see any strange msg on the reliability report.
However, my keyboard is still not working.
I discovered a couple of additional things:
1. I bought an external bluetooth keyboard. The funny thing is that when the internal keyboard stops working, if I press the Caps Lock button on the bluetooth keyboard, it will enable the internal keyboard for a while
2. I decided to install Ubuntu, just to check the behavior of the issue. No issues or whatsoever. The keyboard has work flawlessly for two days almost.
This is really frustrating, because I know is a driver related issue, but there is no way to solved so far.
Actually, Windows updates has crashed the computer to the point of Windows Reset a couple of times now.
PhanDUy
1 Rookie
•
17 Posts
0
March 5th, 2023 06:00
I bought a x15r2 on March 2022, then next 2 months, I have met the problems exactly like you, I also see several people also have met this problem, I also contact Dell support, and noone can give me a resolution.
Till now, nearly 1 year, the problem still appear, and Dell never have a way to fix this problem, this is the first time I use Dell allienware and be the last time I choose this brand, very bad service, very bad quality product.
Really regret for spending more than 3000 usd for a bad laptop like this
antosand
1 Rookie
•
9 Posts
0
March 6th, 2023 06:00
@Hey@@PhanDUy. Yep, my laptop is no longer covered by warranty, and so far, I ended up with a really expensive Ubuntu machine. I mean, I could downgrade to Windows 10 to see if that helps, but it shouldn't be the way to go.
I'm really sad with my experience with this laptop, I have had Lenovo's at work for years, never had something like this before.
At this point, I'm guessing that if some random windows update did this, that maybe some random update will fix it.
AdrianG001
4 Operator
•
4K Posts
0
March 8th, 2023 22:00
Run keyboard repair. Open Settings by right-clicking on the Start Menu and choosing Settings. Next, navigate to System > Troubleshoot > Other troubleshooters > Keyboard (Run). This will pop up a troubleshooting wizard that might alleviate the issue.
PhanDUy
1 Rookie
•
17 Posts
0
March 9th, 2023 04:00
nearly 1 years I have to live with this problem and no hope this issue fixed
antosand
1 Rookie
•
9 Posts
0
March 9th, 2023 05:00
Hey @AdrianG001 ! That was one of the first things I tried, nothing.
Thanks of the suggestion.
antosand
1 Rookie
•
9 Posts
0
March 9th, 2023 05:00
@PhanDUy One year?? Omg...yes, it is really frustrating because I know the hardware works.
I'm currently using Ubuntu as my main OS. But for gaming and some apps from work I can't. So in that escenario I have an external keyboard.
One year and no response from Dell? Wow.....you just made me loose my hope. By the way, yesterday I went to BIOS 1.3.1 (which according to Dell is the earliest you can go after 1.21), nothing.
PhanDUy
1 Rookie
•
17 Posts
0
March 10th, 2023 14:00
on X15 R1, client also met this problem, then Dell delivered a firmware keyboard to fix this, but with my laptop x15R2, never get response from them, and yes, its 1 year, thats terrible for a more than 3000 usd laptop and very bad service
antosand
1 Rookie
•
9 Posts
0
March 10th, 2023 19:00
@PhanDUyactually you gave me an idea. I saw under the available downloads for the x14 a Firmware Update for the keyboard. Alienware 1 Zone Keyboard Firmware Update Utility . Funny thing, the reason I wasn't aware of this is because it doesn't appear under my service tag number when downloading drivers.
I don't recall if I did this update before, and don't know where can I find the version of the keyboard's firmware. Maybe this is a path to solve something?
I mean, I can't download any previous version of the firmware, but maybe it is possible for somebody or Dell to submit it?
At least, this is a new path.
Note: I even installed Windows 10. Same problem. Back to 11.
Skreddern87
1 Message
0
August 27th, 2023 17:51
Hi,
I had the same problem for a very long time. And I had really tried it all. Uninstalled and reinstalled drivers, Reinstalled Windows 10 probably over 6-7 times, I tried external keyboard and alot of other things, but nothing worked. So I ran a Quick-Test at Dells website, testing for hardware issues, and it came back with an error on the "SM Bus Controller", so I downloaded and installed the driver from https://download.cnet.com/Intel-Chipset-Device-Software-INF-Update-Utility/3000-2098_4-77579975.html , and after I did this the problem seemed to have disappeared. Now my keyboard works as it should, and have done so for over 2 months.
I don't know for sure if this was the reason for the keyboard problem, but atlest mine work as it should now. So I thought it was worth mentioning so hopefully it can help you too.
Good Luck,
Best Regards Andrè