2 Posts
0
5550
x17 R1, new with malfunctioning keyboard
Hi all, first time user.
I purchased a new Alienware x17 recently. All $5500 dollars of it which was a big purchase for me.
All seemed well, loaded my adobe software on, working away and at random times throughout the day since Monday when it arrived my keyboard will just stop working, cherry key lights turn off / totally unresponsive. The only solution is to restart my computer and it starts up again, till it stops again and then the process starts again.
I've had three tech support guys try to talk me through solutions and remote in to no avail regarding drivers and troubleshooting.
The second and third guys told me to wipe and reinstall the OS which I did upon there advice. Still unsure whether it has fixed the problem time will tell. Only thing is now I have a new problem my secondary drive is missing my audio is gone and the memory doesn't seem on the right setting in the bios and Alienware control center is missing, these are just the items that I have come across. I've installed the windows updates and Alienware updates, when I check the diagnostics through the site it says everything is up to date.
Am I missing something is there a list of things that I need to install manually and settings I need to arrange?
Why would tech support would ask me to do a fresh install that culminates in my computer losing more functionality?
My fourth or fifth call ended with the guy telling me they'll send someone out on Monday?
Would appreciate some help or any advice on what I should do.
Kind regards,
Trav
crimsom
6 Professor
6 Professor
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6.1K Posts
1
July 15th, 2021 08:00
Hi @Trav P welcome to this user to user discussion forum. This is not Dell Support.
You should Reject this very expensive New Alienware x17 R1 with many faults as soon as possible, see Dell Refund policy, New vs Refurbished. Get Dell to create another Service Request for you and Reject, add full list of all the faults and that Dell Technical Support has repeatedly failed to fix these faults on at least three separate occasions.
Within the first 30 days of approval, you have the option to request a new replacement system or full refund. If your chosen remedy is a new replacement system, the Dell Warranty continues to be active and you might not get a working new replacement system.
Support for Alienware x17 R1 Drivers & Downloads includes the option to download and then try to manually install. But why waste your time trying to fix a broken system?
Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you.
Detail466
3 Posts
0
January 3rd, 2022 21:00
Try this fix, it worked for me.
My new X15 frequently failed to recognize keystrokes. Occasionally, the keyboard would completely fail for 5 minutes. I may now have found a fix for this problem:
1. Nvigate to: Device Manager -> Keyboards
2. Select the first entry under keyboards (for me: "HID keyboard")
3. Click in the navigation bar on: View -> Devices by connection
4. Find the next higher node -> right click -> properties -> power management -> uncheck "Windows can turn off this device to save power
5. Repeat steps 1. to 4. for all entries under "Keyboards" (for me: 2x "HID keyboard" and 1x "P/S2 standard keyboard")
Since I made these settings, the problem didn't occur again.
ejn63
10 Elder
10 Elder
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23.5K Posts
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July 15th, 2021 08:00
If the system is used mostly for work rather than gaming, consider the Precision 7000 series -- it's not as flashy as the Alienware systems, but it does come with the option for business-critical support.
ejn63
10 Elder
10 Elder
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23.5K Posts
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July 15th, 2021 08:00
With a brand-new system that's not functioning, you're better off with a return (or a refund) than a repair attempt.
You have 30 days from shipment to return a system - if this one isn't functioning correctly, that would be the wise thing to do.
Trav P
2 Posts
1
July 15th, 2021 08:00
Thanks for your reply.
To be honest the whole process of support and a layman reinstalling software on a new product just seems bizzare.
After your comment I will end up sending it back but to add insult to injury it will take another 2 -3 weeks for a replacement to come back they said. Unacceptable really.
Alienware Area-51 ALX 2006
5 Practitioner
5 Practitioner
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3K Posts
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July 15th, 2021 09:00
That is smart. Crimson is the best with these kinds of things.
SayakaSafa
2 Posts
1
July 25th, 2021 06:00
i just got mine yesterday , and keyboard stopped responding twice already where i had to restart , i hope it stopps .. because mine is top of the line too, it was the 4700$ version, my keyboard was the extra 50$ for mech keyboard...
also tip of my charger, the pointy thing was bent.. i had to bend it back to normal.. what the heck?
Tiezto
2 Posts
1
August 2nd, 2021 09:00
Just try to press FN + ESC/F1 several times. It will switch on acceleration mode, after that my keyboard responds normally. Hope it will help.
Alienware Area-51 ALX 2006
5 Practitioner
5 Practitioner
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3K Posts
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August 3rd, 2021 12:00
NEVER EVER DO THAT WITH THE CHARGER.
You can risk electrical shock and damage the adapter and you along with the laptop. Also if you think that unplugging it will prevent shock it wouldn’t. The capacitors in the adapter hold a charge just like power supplies.
Archon_SD
6 Posts
0
September 5th, 2021 09:00
You don't need the ESC.. just FN-F1. Once the fans speed up, your keyboard starts working again, then you can FN-F1 again to go back to normal speed mode and have less fan noise. It's at least better than rebooting or other voodoo fixes.