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March 16th, 2024 04:05

x17 R2, cherry keyboard not working (cherryMX)

Alienware x17 R2

Alienware x17 R2

My keyboard stops working intermittently as I am using it. This started around a week ago without any particular reason or change that happened in my day-to-day usage of the device. The RGB still lights up and pressing the Mute Mic and Windows Lock keys still changes the color effect. Fn and F1 also seem to be working.

*Shoker* It just happened while I was writing this.

I’ve tried various key binds for keyboard locks I’ve seen using the on-screen keyboard to no avail.

I ran SupportAssist to update drivers with no result.

I have restarted/shut down, made sure the keyboard driver is up to date, made sure filter keys were not enabled, and disabled Windows power management for the keyboard. 

As suggested by previous posts, I checked the firmware update for my device and there were none. Then I downloaded the cherry firmware utility for the overall model and it seemed to run fine. I got a result "PASS", and status "2". However, after a Restart, the same issue appeared within minutes. I tried turning off power management for the keyboard, overall system power saving, HID firmware upgrade, and many other things. Nothing helps. It's a 2-year-old laptop.

After the keyboard stops working, I need to change some settings in Alienware CC to get it running again. Fn+F1 helps sometimes. Another way is to open the on-screen keyboard and press Scroll Lock. But it's annoying and extremely inconvenient to have to do this every 5 seconds.

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March 16th, 2024 07:01

I have the same issue here. Tried upgrading the driver, however it didn’t help at all. It is very uncomfortable to start fixing the keyboard every some minutes during work meetings.

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March 16th, 2024 11:01

<Profanity is never allowed on our Forum. DELL-Admin>

same here and I'm done with this. I've tried million fixes, nothijg works

(edited)

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March 20th, 2024 05:23

Same thing on my X17 R1 tried all suggestions nothing works pretty sad when you're gaming laptop keyboard fails and you can't game without an external keyboard. We all have a lot of money into these laptops and many people are having the same issue.

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March 28th, 2024 14:43

Same. My keys on my X17 R2 don't work. Lights don't stay on. I've tried every angle. Such a dissapointment for such huge price tag. 

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March 30th, 2024 18:03

Same problem here. Multiple threads on the issue and no actual fix yet from Dell. 

Lesson learned. Never buying another Dell product again. 

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