Hi all,

I have an issue with the keyboard of my G16 7620. The keyboard is the individually backlit cherry unit and currently does not work.

 

Current status:

Any keypresses have no effect at all.

Backlighting profile I've previously set is still applied. Speaker/Mic Mute keys turn to different colors upon press, so does Windows lock (fn+Windows).

 

Things I've tried:

Executing keyboard firmware update utilities (found 3 of them on drivers page) creates a result.txt file with "FAIL" as its only content. A return_code.txt file is also produced with "3" being the only content. 

Alienware Command Center did not recognize any devices.

Rolled BIOS back to previous version, no changes.

Proceeded to perform a clean Windows 11 install. Keyboard now shows up on AWCC, but changing backlight parameters do not have any effect.

Under Device Manager -> USB controllers -> "Unknown USB device (Device Descriptor Request Failed)" is there before and after the clean Windows install.

 

I suspect something with the keyboard firmware has gone wrong. Fortunately, I keep all the important things on my thinkpad. I really hope this is something that can be fixed with a firmware utility since I will be traveling out of the U.S. for several months.

 

If anyone could shed some light on this, it'd be much appreciated. I have not contacted Dell support yet since I'll be traveling in a few days. Would also like to know what would be the most efficient way of reaching out to Dell support is.

 

Thanks!