x17 R1, keyboard randomly stops working on both

Hi @Denny_S87  welcome to this user to user discussion forum. This is not Dell Support. 

There are other forum threads reporting the same problem with their Alienware x17 R1 keyboard. You should use your Dell account and request Dell Support to create a Service Request for you, so that Dell knows that there is a problem to fix. Normally when new system is delivered with faults, it is Rejected within the first 30 days approval timescale. Dell Refund policy, New vs Refurbished

It seems that there is a bad batch of keyboards, etc. and this hardware problem cannot be fixed by customers. More Dell Quality Assurance problems? 

Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you. 

x17 R1/x15 R1 Per Key Keyboard firmware V20, 9/17/2021

x17 R1/x15 R1 Per Key Keyboard firmware V26, 11/23/2022

x17 R1/x15 R1 Cherry Keyboard firmware V26, 11/23/2022

Just try to press FN + ESC/F1 several times. It will switch on acceleration mode, after that my keyboard responds normally. Hope it will help.

Tiezto,

In your case, are you also stating that the keyboard stops functioning? Are you pressing both FN + F1 and FN + Esc?

I do not see FN + Esc on page 19 in the online x17 R1 Setup and Specifications PDF?

Pressing FN + F1 = Disable/Enable Full Speed Mode

I'm having the same problem.  The keyboard randomly stops working on random apps - Outlook, Firefox, etc.  If I switch to another program, the block is removed. 

Has Dell decided whether this is a software issue that requires a fix and update versus a defect in the keyboard that requires a physical repair?

It's ridiculous that a top of the line laptop has stupid issues like this.

Same problem here, brand new X17, fully loaded. For me unplugging the mouse and plugging it back in seems to bring the keyboard back to life. Really hope there will be a fix soon, seems silly to do these workarounds with the most expensive rig I've ever had in my life. 

I have an X17 R1 and my brother also has an X17 R1, and we are both experiencing this problem.  It did not start until about a month ago, so I suspect an update caused it.  (I've had the X17 R1 a lot longer than that, and it didn't happen for quite some time)

A useful thing to note is:  I had the issue today, was able to reach the dell.com support site using my mouse without keyboard.  I was able to start the keyboard test with just the mouse, and with the keyboard test tool open, I was getting good keypresses in the Dell keyboard testing tool, but at the same time I could not get the keyboard to work in a browser, in explorer, caps lock did not light up, and CTRL-ALT-DEL did not interrupt..  but the Dell Keyboard Testing tool was showing every key I pressed when it had focus.

FWIW, pressing FN-F1 (going to high speed mode) works to resolve this every time.  What I wind up doing is FN-F1, the fans speed up, the keyboard works again, then I FN-F1 again to go back to normal performance.  Unpleasant to have to work around something like this, but it's better than rebooting or uninstalling various Dell apps.

Stewart

I just got my x17 yesterday and noticed this exact problem this morning.  The keyboard stayed lit, but none of the keys worked.  I had to reboot the computer to get the keyboard working.

Did you ever get a solution for this?

I don't know how could Dell Support team leave this issue unsolved in their own forum? I just contacted the support agent this afternoon. In the first, both agents I spoke with said they never heard of this issue, and the second one suggested me to reinstall my system.

Then I copied him this thread and insisted on asking him to look this issue up again in their system.

Then he gave me this =

Keyboard Firmware Update Utility (x15 R1/x17 R1)

It turns out to be a Keyboard Firmware Update released back in September to fix this issue. The Dell Update Center never pushed me this, and there is almost no official channel discussing about this. I think Dell is no longer doing good technical support like they used to. 

thanks for this.  I came across this issue yesterday, and was already fearing dealing with tech support and getting the runaround.  

I only had it happen once, but if it comes up again I'll definitely be running that firmware update.

Bro this is a known issue and I have been dealing with it for a while. I always use that FN+F1 method to turn on the performance mode to have the keyboard respond again. If you come across the issue again, try FN+F1, if it fixes the keyboard, then you are having the exact same problem as mine. 

Here I am having the exact same issue with a $5000 laptop, and when I try and log into the community discussions, not only did my keyboard once again brick itself, the chrome browser says I can't log in because dell tried to redirect me too many times and i should try and clear my cookies.  This is all so much crud. Spend this kind of money and then find out this expensive computer options isn't worth a dime, let alone $5000. Dell needs to be more open in their help pages.