x17 R2, cherry keyboard not working (cherryMX)

Question

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.

SunnyLuna · Answer

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.

ryed · Answer

<Profanity is never allowed on our Forum. DELL-Admin> same here and I'm done with this. I've tried million fixes, nothijg works

madiron · Answer

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.

Pearl25 · Answer

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.

Moxley52 · Answer

Same problem here. Multiple threads on the issue and no actual fix yet from Dell.  Lesson learned. Never buying another Dell product again.

periram · Answer

Same Problem. Do you think installing Win 10 could help?

Lvclapper · Answer

it works sometimes when i connect a keyboard to my x17 r2 the keyboard works for a few min then it like goes to sleep mode or sum until it goes to sleep mode then i can hit rhe keys to wake up the computer and the keyboard will start working again for a few min then it just stays lit but no keyboard input i will try to update drivers again but its been 3 days like this so far and its annoying for a computer of this caliber!

World312 · Answer

Same Here , does anyone know about a solution ?

AlienwareX17R2 · Answer

I tried to find the solution but no success only one place suggested to use virtual keyboard and once the keyboard hang then click scroll bottom, i tried its work but this is not permanent solution.

Really disappointed by Dell, waste of money. laptop is working like desktop as I attached external keyboard

AlienwareX17R2 · Answer

@World312​ if you find then please let us know, only solution is enable and disable scroll button using virtual keyboard

Pamela Patty · Answer

I've been fighting with this issue for more than one year with no soultion.
At the end, I had to buy an external keyboard to bring with me everywhere I move with my laptop.
This is a total nonsense!

As someone said, "Lesson learned... never buying another Dell product again".

hgirma · Answer

Couldn't agree more, been a long time customer of Dell. Never again, especially after such a flagship machine bought at a premium price fails miserably. Dell should have recalled these machines and have them replace the motherboard at no cost. I had shipped my machine for repair, initially they said they could repair it, later on called to ask for more money to repair. I refused out of principal and for it to serve as reminder to never buy a Dell machine again. It turns out even a motherboard replacement will not fix it apparently https://youtube.com/shorts/0PFwKDYLytU?si=ndSBJHtmd8Tk9-l6

At any rate, I'm done with Dell.

Cientistagyn · Answer

They are fully aware of the countless complaints about this built-in flaw and do nothing. To me, this is a practice of hidden defect. I bought a new laptop, this time from Samsung. Never buying Dell again.

<Edits done. Read through the Forum Code of Conduct which all agreed to when joining. DELL-Admin>

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x17 R2, cherry keyboard not working (cherryMX)

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