x17 R1, Keyboard stop working after few seconds

Hi Crimson, thanks for your reply

The operating system is a clean installation of Windows 10, but just for the sake of it i did an sfc (No integrity violantions) and a DISM 

Sadly the issue persist

Hi @panella87 welcome to this free user-to-user Alienware laptop discussion forum. 

Thank you for a good opening post description. The Windows operating system has corrupt files. Please run the System File Checker (SFC) to fix corrupted system files. Then Repair Windows System Image using DISM, repair corrupt windows component store. 

How to Repair Corrupted Windows System Files with the SFC and DISM Commands (howtogeek.com).  

I also have this problem which started a few months ago
So far I've had the keyboard replaced, the keyboard daughter board replaced, the HDD replaced (including a completely fresh windows install), and the motherboard (including CPU and GFX) replaced.

It's not a Windows issue as the keyboard also doesn't work in Linux

Nothing has resolved the issue, the same keys work as yours (the keyboard brightness function key also works)

After the motherboard replacement they keyboard worked again, in the BIOS, in Windows, and Linux.

Then I opened Alienware Command Center and set the keyboard colour settings. The keyboard started shutting down every few minutes in Windows after that, and eventually has gone back to not working at all. Once the colour profile loads (takes effect just after BIOS) the keyboard is dead, in Windows and Linux.

I believe the issue may be something with Command Center killing the keyboard with some bad settings.

Hi, any solutions for this so far? I have to use onscreen keyboard for this

I'm still working with Dell support on it
I've been using a USB keyboard

It's probably too late for anyone reading this thread, but I suggest no-one alter any keyboard settings through command center until it's resolved, as once it happens the built-in keyboard is essentially dead (unless someone can write some low-level forced firmware reboot for it.. operating systems will no longer detect it as a keyboard, so there's no way out via conventional methods)

@barfinup​ Thanks for your feedback, i just tried installing the new bios firmware .19

Keyboard worked for a few seconds on windows and then nothing even after a reboot

Made same check on linux, same results

This issue also occurs on Alienware m15 R7. my issue started yesterday after no known update or change. The computer was sitting still with no interaction. 

Detailed Log files in Windows shows numerous records with this type of event with a few different uuid's

Event Time Record ID Event ID Level Channel Provider Description Opcode Task Keywords Process ID Thread ID Computer User Log File 
9/14/2023 7:35:12.522 PM 832176 1010 Information Microsoft-Windows-Kernel-PnP/Device Management Microsoft-Windows-Kernel-PnP "Device SWD\DAFUPnPProvider\uuid:dc0624e7-f8a0-4c8d-8ec6-f16be60db2e6 has been surprise removed as it is reported as missing on the bus.
Count of devices removed: 1"   0x0100000000000000 4 57756 COMPUTER-NAME NT AUTHORITY\SYSTEM  

I have found a few things interesting:

1. Device manager keeps refreshing every few seconds, sometimes every second. 

2. if you have a error 43 Under USB, uninstall and refresh devices by hitting Scan for New Hardware Changes and the mouse and keyboard  should work again for a few seconds until they die again.

3. Mouse works partially in bios and boot but die shortly after boot or while being in bios, 

4. No known Windows update that i suspect

Obviously Dell is aware of the issue but is unwilling to help or provide a proper solution:

https://www.dell.com/support/kbdoc/en-us/000191368/keyboard-intermittently-does-not-work-on-the-alienware-m15-r5-ryzen-and-r6-laptops

Temporary Solution until Microsoft and Dell stick their heads out of the sand.

https://www.reddit.com/r/Alienware/comments/opekp4/possible_solution_for_xseries_keyboard_issues/?utm_source=share&utm_medium=web2x&context=3

@S. Savers​ Thanks for your reply, for a second i hoped that was it because in the past i missed some of thise "saving battery" flag

Though this solution didn't work for me...

@barfinup​ 

Hey, did you get any further updates on the issue. I too have the same problem with my x17 r1 and tried all possible solution with no luck.

I agree throwing the hands up and saying its out of warranty is not a proper answer either. This is obviously a software issue with possible firmware issue involved. 

Iv tried literaly everything and came into some conclusions:

My first keyboard light configuration (all my colors that i set up to my keys) persist everytime i format my pc. Ever since my keyboard "died", the colors are the same even in LINUX. 

On Alienware Command Center, theres no option to change those colors too, that part of the software is gone, no keys, just other pieces of the laptop.

Im certain that it is a problem with the BIOS storing information, then, i tried to clear this CMOS but it is impossible. This machine has no coin battery and even if i remove the main battery and leave it for hours, this "energy" doesnt go off. There's no way to clear the CMOS on this laptop and i think that is the problem.

The last thing i did that worked was disable secure boot and start windows without requiring driver signature, that worked for a day but then never worked again.

Other thing i did that worked was when we were at bios 01.18.00, i reflashed that bios and voila, worked until the PC was on, but when i restarted it? keyboard dead.

This is a SOFTWARE issue and Dell is not worry about those customers that pays for premium product.

I've been having this problem for almost a year now and there is no way out apparently

I've tried your fix and I gotta say that:

- Uninstalling the "unknown USB device" with error code 43

- Then putting to sleep and waking up does work

In my case though it only works for a few seconds and the procedure with the Intel HID driver is not useful sadly

I have a topic on this forum about this problem open for months that I refresh every now and then but still no answer from Dell

Really angry to have spent my money on this company, will not happen again

If you have not tested the Keyboard firmware updates, please do so and let us know.

* Go here
* Insert your private Service Tag
* Click Search
* On the right under, "Quick links", click View product specs
* Find your keyboard
* Click the down arrow to expand
* Look for either Cherry or Per Key

Once you have identified the keyboard, download and install the correct firmware shown below =

Alienware Cherry Keyboard Firmware Update Utility

Alienware Per Key Keyboard Firmware Update Utility

When finished, restart the PC and retest.

@Chino de Oro​

There is thousands of users with my same problem and every week a new one try to solve the problem with new evidence. Dell technical support is useless as it advice everybody to change the hardware which is not the solution as the problem come back after few hour from the hardware change. Sadly keeping the post short doesn't work as it incorporate all the solution tried by multiple member over time (this is a 2 years old bug).

Thanks for you answer, if any