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bigmalenurse
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November 16th, 2023 15:04
x17 R1, ongoing unresolved keyboard problem
Based on what I can see, EVERYONE with an Alienware x17 R1 is having the same SOFTWARE issue. I feel like I should cut and paste this OP from 'panella87' from July 2023, because I have tried almost the EXACT same things with no resolution.
NOTE: Before I did my research, I took my laptop into a local shop and they replaced the keyboard TWICE, to no avail.
A few weeks ago the internal keyboard stopped working on my Alienware x17 R1 with no obvious provoking factor.
The only key that works ALL is the microphone mute button
This are the things i tried:
- Clean install windows 11
- Uninstall driver from device manager
- Disable energy saving from device manager on PS2 and HID keyboard
- Uninstall Intel HID Driver
- Uninstall all Alienware products (Alienware digital deliver, Alienware CC, etc..)
- Install Alienware Cherry Keyboard Firmware Update Utility (FAILS to install with error code: 3)
- Install Alienware Per Key Keyboard Firmware Update Utility (FAILS to install with error code: 3)
- Disabled windows standby mode
- Install Intel HID Driver version 2021
- Hardware thorough test from BIOS application Dell Support Assist and from Windows (NO HARDWARE ISSUE)
- Flashed the BIOS twice. Before I flashed the BIOS, the keyboard would work in BIOS. After flashing the BIOS, that is no longer the case.
- Run System File Checker and DISM from 'howtogeek.com' article. Corrupted files were detected, but the RESTOREHEALTH did not seem to work, because it keeps detecting the corrupted files.
I have also tried every possible solution listed here on the community, in particular:
https://www.dell.com/community/Alienware/x17-R1-keyboard-randomly-stops-working-on-both/td-p/7981892
https://www.dell.com/community/Alienware/x17-R1-keyboard-randomly-stops-working/td-p/8279218
https://www.dell.com/community/Alienware/x17-R1-keyboard-stopped-working/td-p/8334946
There is an ongoing Reddit thread with a number of solutions and I have tried those, as well.
It is very disappointing that so many people seem to have this issue, and Dell has either been unable or unwilling to come up with a solution. Of course, spending a couple grand on a laptop and then finding out that it will only halfway work will affect ALL of my future decisions regarding computer purchases. But, I suppose that goes without saying.
(edited)
I have had the same issue repeated over and over but right now I am writing this review on my x17 R1! There is nothing wrong with the hardware. There seems to be a Windows power management issue conflicting with Alienware software. I just now completely uninstalled Alienware Command Center, all of its appdata, program data and regedit files. I rebooted then went through the above steps in Device Manager (do this for everything in the keyboard hierarchy that has a Power Management option) and it's working again, for now. When my laptop was under warranty, I had the keyboard replaced. Now it's out of warranty and Dell wants me to pay money to send it in again for replacement. This is such a common issue and Dell refuses to acknowledge this. My first and last Alienware. I spent too much money for this to happen over and over again and for Dell to refuse to fix this recurring issue that so many are experiencing.
(edited)
Do a web search and you will see many other posts with this same problem. It's not a hardware issue. Dell needs to acknowledge this common issue and have a solution that isnt more money out of my pocket if they want to keep my business.
(edited)
- My Spec: Alienware M15 R6 (Intel i7, GTX 3060) OS: Windows 11 build 23H2 BIOS 1.27.0Trick (Need to update latest keyboard firmware after downgrading to windows 10 from recovery image)Resoultion: (Need to restore/ downgrade to Windows 10):Step 1: Download Alieware 4zone keyboard update utility (download the utility that supports your model of Alienware), trying updating the firmware. (Mostly it might not work as there will be an Unknown USB Device detected in Device Manager and the ultily will not identify the keyboard).Step 2: Restart the laptop and Press F2 to make sure the keyboard is functioning in BIOS, if it ain't working there might be a hardware issue.Step 3: If the keyboard lets you into BIOS restart restart and get back into Windows 11 and download the latest BIOS from Dell which is 1.27.0 and update your BIOS (this updates the system firware as well, just to make sure everything is upto date).Step 4: Backup all your data from C Drive to a different drive or an external device, and make sure you have the 4Zone Utility as well.Step 5: Press Windows + L and while holding the shift key press the power button and select restart, this should restart the windows and take you to recovery menu. Once you're on the recovery screen select troubleshoot and choose recovery image, this will take you to dell Support Assit (laptop will restart) and gives an option to factory restore to windows 10 from recovery image (Note you can backup from here but require a external USB).Step 6: Once you're back on windows 10 you should be welcomed with cortona, now don't setup anything hold the power button and restart the laptop and press F2 to enter BIOS.Step 7: In bios Menu press load default settings and choose factory default settings and restart the laptop.Step 8: Voila! you're keyboard is up and runnning on windows 10, now just setup as usual.Step 9: Now from your previous backup install 4Zone Keybaord firmware which you've downloaded previously, the utility should work fine now.Step 9: Now download Windows 11 upgrade assitant from Microsoft website (don't do it from windows update) and upgrade to windows 11.Step 10: That's it you're back on windows 11 without any keyboard issues.Hope it helps!
PrinceMiahdog
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Posted February 27th, 2024 00:39
Did you find a fix? None are working for me. I wonder if latest windows update broke it.
I believe I have finally fixed this issue on my x17 R1. I almost don’t want to post this for fear of “jinxing” but I feel compelled to try to assist other Alien-heads! When the keyboard not functioning first manifested itself, one of the things I did was to remove AWCC, completely, using this Dell tutorial.
In that instance, I removed the folders, fixed the registry, etc. I think I got the keyboard working again but only for a few seconds to permit login. Then it stopped working again. I reinstalled AWCC (latest version) and that didn’t fix the keyboard. Yesterday, I removed AWCC again, but did not remove folders or clean up registry. I rebooted and the keyboard still didn’t work. I tried reinstalling the per-key firmware, and that did work – and the keyboard immediately started working! Since then, I have gone through several reboots and a shutdown for the night, and the keyboard still seems to be working. This confirms to me that this is a software problem, where something with AWCC isn’t playing nice with Windows or some other program. But apparently the keyboard still needs elements in the AWCC, perhaps in the folders or registry, to work. It’s a very frustrating problem, but I’m glad it’s solved for me – at least for now! I should note that when I go into Device Manager now, I don’t get that “unknown USB device” anymore.
EDIT - Well, I must have jinxed myself, as the keyboard suddenly stopped working as I was using it. No warning, just stopped. However, I ran the firmware again, it PASSed, and the keyboard is again working. Very weird.
EDIT II - Once again, the keyboard stopped working, for no obvious reason. I tried the above trick again with AWCC,, but that's not working anymore. And the "unknown USB device" is back in Device Manager. Disappointed and upset with this situation and having to use a cheap add-on USB keyboard on a premium laptop.
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LostCountOfAllTheComputers
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Posted April 6th, 2024 14:29
Yea same issue. Hadn't booted it up in a while. That's a complete buzzkill. Updates go out and the 5k laptop is unusable. Lovely.
Come on Dell, let's get it sorted :) The amount of $$$$$ in future sales this will cost you....
Kneegearforkneegrow
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Posted April 8th, 2024 05:39
hey guys, i got it fixed.
i went to https://www.dell.com/support/home/en-us?app=products
click on category and select mouse and keyboard. There was only 1 download option for my laptop. I download and restart laptop and it got fixed.
KarlWallevik
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Posted April 11th, 2024 13:25
Hi all, same problem here. Keyboard suddenly stopped working, and I have tried every possible fix. It is clearly a software issue, as it sometimes works for a few seconds, and works for a short while after I use the Fn - F1 combination. At a loss on how to proceed from here.
LostCountOfAllTheComputers
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Posted April 14th, 2024 18:54
@Kneegearforkneegrow That didn't solve it for me. I did a clean windows 11 install, and installed the above. Post reboot, keyboard starts out alive for a few moments and then stops accepting input again. It's clearly a software issue as Fn+F12 works (enable/disable trackpad).
@DELL-Cares - Is there a fix on the horizon for this?
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AndromedaM
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Posted January 5th, 2024 05:09
When is this going to be fixed? This is highly unacceptable, and it's been an issue for me for weeks now. If this is an issue for other people as well, I'm sure Dell is working to fix it. Right?
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