x17 R1, ongoing unresolved keyboard problem

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. 

@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?

@LostCountOfAllTheComputers​ yeah, it stop working after few days again. I tried installing it again, and it stop working all together.

Same exact issue. Mine goes deeper. I had to disconnect my battery. Let me go back to the beginning first.

I purchased my first x17 R1 in 2022. 56 days after purchasing my keyboard stopped working so the Best Buy manager made an exception and exchanged my laptop for a brand new x17 R1. Within 3 months of the exchange, same thing, keyboard stops working. Geek Squad fixed the issues. This goes on for my 2 year warranty fixing and repairing 6 times over the 2 years. Now, we're in 2024 and my warranty is up and there is ZERO fix. Geek Squad can't fix it this time, and now I am having battery issues. Took it into GS today, and my battery is sparking when we try to reconnect the battery after they looked at my ribbon cable to see if that was the issue. There is a burnt connector right beside where the battery plugs into the Mobo. And of course, like I said, it sparks. So we have electrical tapped the end, and left it disconnected.

I have done EVERY single thing Reddit, Youtube, Dell forums, this thread and anything else you can think of to get my keyboard working.

I called Dell, and they want me to pay for ANOTHER fix. Then I speak to 2 other people in the Technical Service department, 1 tells me there is no fix, the other tells me my ST (Service Tag) had a note attached to it that said my "Mini USB" has a service request that should have been fixed. So what you're telling me, is Dell KNEW this when I purchased this laptop and STILL let me purchase it with a known issue and didn't contact me to get it fixed during my WARRANTY period? What a joke.

I have escalated this, asked for escalations or corporate to call me, and they don't. They were supposed to call me 2 days ago, never got a call back. Best Buy (seller) refuses to help me, Dell (manufacturer) refuses to help me... I know have a $3000 laptop that I have to use an external keyboard (which I am currently typing this out on).

When this laptop works, it works like a dream... but if Dell doesn't bite the bullet and fix this, I will NEVER purchase another Dell product.

This was my first and most certainly, last alienware and also dell product. I Will also make it a mission to spread my dislike. the audacity to not solve this on a 5k+ laptop is beyond me.

Really DELL? It's June 2024 and you're going to leave thousands of customers stranded without keyboards?  This is embarrassing.

@Fadidell​ My motherboard was replaced in November 2022 and the keyboard is still working.

had to bring a keyboard with me.....unresolve. tried everything i can....worst thing is my warranty is no more.

Same EXACT garbage on the same exact EXPENSIVE computer! NO more DELL for me, EVER.

Count me in same laptop same problem! I have tried all of Dells recommended “fixes” and nothing works. This gaming laptop is only good for games that can be 100% played with a controller. Lugging around an external keyboard defeats the purpose of a laptop. Do better Dell!

I had the same issue. I realized that the USB that the mouse was connected to was the issue. I went into device manager, USB connector manages as well as universal serial bus controller. Right click each one and look to see if it has  power management. If it does, select it and uncheck "allow the computer to turn off this device to save power." Make sure you do this as well under human interface devices and mouse. It resolved my issue.

Here's the solution (most likely the only one): solution
https://www.dell.com/community/en/conversations/alienware/x17-r1-keyboard-stopped-working/647fa1edf4ccf8a8de745eaa?commentId=66aa44ce58ef9a642bc1ed2d

eewhttps://www.dell.com/community/en/conversations/alienware/x17-r1-keyboard-stopped-working/647fa1edf4ccf8a8de745eaa?commentId=66aa44ce58ef9a642bc1ed2d

The same issue and none of Dell solutions fixes the problem. Fn + F12 works for me, and the light turns on/off on the RightWindows and Mic keys, but the rest of the keyboard is dead. It's ridiculous Dell has not solved this problem. Dell, please release a new Cherry firmware update for Windows 11 that fixes this issue! 

this is how i get around this issue 

step 1. do the work around method ( go to device manager , uninstall the unknown usb device , immediately put the laptop to sleep then turn it back on) if it is not fixed permanently and you only have a working keyboard as long as you dont stop typing for a couple seconds otherwise it freezes again follow step 2.

step 2. in my case i would have to press scroll lock key on the on-screen keyboard (because i dont have an actual scroll lock key) to wake it up again which is very annoying so i used " autohotkey script loader " and created a script with the current code

------------------------------------------------------------------------------

#Persistent ; Keep the script running
SetTimer, PressScrollLock, 4000 ; Set timer to call PressScrollLock subroutine every 4000 milliseconds (4 seconds)

PressScrollLock:
Send, {ScrollLock} ; Simulate pressing the Scroll Lock key
return

------------------------------------------------------------------------------

this automatically presses scroll lock every 4 seconds for you so that your keyboard doesn't freeze again when you stop typing. however for some reason this doesn't work when im running a game so for that i just map any of my mouse buttons to press scroll lock to wake up the keyboard again if the autohotkey script doesn't work while gaming.

save that script somewhere you can easily find it because you will have to repeat step 1 everytime your laptop shuts down or hibernates , the unknown usb device will appear again , uninstall it , put the laptop to sleep , turn it back on , run the script you saved and you are good to go