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m15 R4, keyboard not responding
All of a sudden I started up my laptop today and the keyboard was totally unresponsive. The lights are still on and I can still disable/enable the touchpad and internet using the Fn key but other than that the entire keyboard is unresponsive. Also in Alienware command center it no longer recognizes my laptop keyboard. I only got this laptop a few months ago and the keyboard is already seemingly useless. I have tried numerous things and none have worked. I reinstalled the keyboard drivers and even tried running in safe mode which still proved useless. The only thing that worked temporarily was this:
For me this is the workaround, works every time.
Shutdown Laptop
Turn On Laptop
Keyboard will not work
Press power button to enter sleep mode
Resume Laptop from sleep mode
Login/Unlock laptop (I use the On Screen Keyboard by clicking on Accessibility in bottom Right) to enter my Password
Open Device Manager
Go to Universal Serial Bus Controllers
Uninstall the Unknown USB Device
Then Right Click Scan for hardware changes
Keyboard works again till next shutdown/restart.
BIOS Alienware 1.10.1, 3/28/2022
Windows 11 with all updates installed
All Dell SupportAssist Updates Installed
I have tried downgrading to previous 1.9.0 and 1.8.0 version of the bios and still same issue. Have tried reinstalling/update all dell/alienware related drivers.
As stated it is only a temporary fix that needs to be done every restart. I'm open to any suggestions as at this point I can only think of factory resetting my device.
cellhunter
3 Posts
1788
0
Posted August 19th, 2022 14:00
Upgrading to BIOS 1.11 or 1.13 does not fix the problem.
cellhunter
3 Posts
1790
0
Posted August 19th, 2022 14:00
I have tried factory resetting (not keeping data), but it does not fix the problem. My windows and drivers are all up-to-date.
cellhunter
3 Posts
1790
0
Posted August 19th, 2022 14:00
I have exactly the same problem on my M15 R4. The workaround works, but it only temporally allowed the keyboard to work.
Dell, please provide a solution or update.
Hi @Alien_Zac this is a free user to user Alienware laptop discussion forum. If in Dell warranty, paid support is provided by Dell Support, visit your online Dell account and create Service Request, so that Dell officially knows there is a problem to fix.
Hi @Nerlands cherry driver is for systems that were ordered with the cherry keyboard.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]
DELL-Chris M
Community Manager
•
56891 Posts
•
232143 Points
2011
1
Posted June 29th, 2022 08:00
Based on the provided private Service Tag, you have the m15 R4, not the m15 R5. We changed the thread title.
Have you installed the 6/14/2022 released BIOS 1.11.0 and retested?
DELL-Chris M (old account)
#IWork4Dell