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23Skyrider
1 Rookie
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11 Posts
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7215
April 8th, 2020 01:00
Area-51m R2, keyboard keeps stop working
Hi everyone,
My Area-51m R2 integrated keyboard sometimes randomly stops working. I start the system, access windows, and then after a while it stops working completely. Sometimes it is necessary to restart the system to solve the problem, other times this does not work and I have to reinstall manually the keyboard drivers (taken from Dell official site). In both the cases, keyboard works properly in Bios and in GRUB, but not in Windows. I've tried all actions of troubleshooting of SupportAssist but nothing works. I've noted that when this occurs, on control panel, under 'Devices and Printers', it recognizes a drivers error on two 'unidentified USB devices'.
My Bios and all other drivers are up to date, and the problem doesn't occur during updating (of AWCC for example) but completely randomly.
My notebook is one month old, I noticed the problem since then, but in the last days I experienced it more frequently, and this is honestly unacceptable from a product paid that much!
Hope somebody could help me
AdrianG001
6 Operator
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3958 Posts
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Posted April 8th, 2020 03:00
Try running an ePSA/Diagnostic test on the system.
Let us know if you receive any errors.
Is there a way you can try with an external keyboard to see if the same happens?
Did you check power options settings?
Also, you can try a clean boot and/or available Windows Updates.
23Skyrider
1 Rookie
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11 Posts
4821
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Posted April 8th, 2020 06:00
ePSA/Diagnostic returns no errors.
Unfortunately I have no external keyboards to try with.
Windows is up to date and I experienced the problem also first times I booted the pc, with clean boot.
I don't understand how power option settings could influence the keyboard, where should I check for this?
XxValiantxX
15 Posts
4694
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Posted April 11th, 2020 17:00
Ok what worked for me is to uninstall OC controls. It sounds weird but I used to crank my fan at 100% which I swear is what caused it for me, because now I factory reset it and don't have OC controls and it works 100%. Annoying thing is I just need to find a laptop cooling pad.
23Skyrider
1 Rookie
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11 Posts
4656
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Posted April 13th, 2020 03:00
I don't think it is that causing the problem because I've booted Windows without alienware services for days but the issue persists...
XxValiantxX
15 Posts
4637
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Posted April 13th, 2020 09:00
Hmm. I figured out the issue with mine 100% now, it's bad usb port. The top usb whenever I put something into it it disconnects my keyboard, do you have anything in your usb?
23Skyrider
1 Rookie
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11 Posts
4621
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Posted April 14th, 2020 01:00
Yes, I have my mouse, but the fact is that in Ubuntu keyboard always works, also with the mouse.
Also, I've recently noted that the problem is occurring exactly once a day, no matter how many time I restart it in one day, but I really don't know what that could possibly means...
I've also recently read that this problem can be related to an incompatibility between motherboard and W10, which is possible since in Ubuntu I have no problem, at this point I'm questioning the quality of a product paid so much...
Really painful experience, I'm very disappointed
XxValiantxX
15 Posts
4585
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Posted April 15th, 2020 14:00
I definitely share your frustration. Ended up buying an external fan because I thought OC controls is what was the cause of the issue, only to find when I have my USB ports all filled is when the issue happens.I'm having the same issues, the keyboard stops from time to time. I have removed the OCC but still when removing the power supply and plugging it back. The keyboard stops, or on login. It does not stop every time, but it stops. I did not expect that from a high end machine!!!
Try replacing the keyboard or sending it back to dell for service.
*NOTE: I am NOT a Dell employee, But I am a Community Rockstar*Quick Tip: If your laptop has voltage / charging issues, try shutting it down, unplugging power from laptop, hold power button down for 30 seconds to do a full reset!
wojtek79
2 Posts
5585
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Posted December 20th, 2020 11:00
No , it worked for about a week,
later it stopped working,
I ended up replacing the keyboard under warranty and restarting the system
now is working fine