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May 29th, 2024 21:01
x17 R2, keyboard randomly stops working
MrWildDogg's answer in the x17 R1 thread is the correct one.
The trouble is that the Firmware installer (Alienware_X15 R2_X17 R2_Keyboard Firmware Update Utility.exe) is not working on my x17 R2. It errors with FAIL, Exit code 3.
The file is here https://www.dell.com/support/home/en-us/product-support/product/alienware-x17-r2-laptop/drivers
I've created a work-around in case anyone else is still experiencing this pain.
Hoping Dell will fix the Firmware for x17 R2 as well.
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DELL-Chris M
Community Manager
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May 29th, 2024 21:12
Started your own thread since you have a different model. To receive assistance from Dell support agents they need to first verify the ownership and warranty status. Click the blue "Get Help Now" on the right to start a private live chat session. Share the private x17 R2 Service Tag with them.
Curious, per the x17 R2 drivers page, did you install the older 11/14/22 Per Key keyboard firmware or 11/14/22 Cherry keyboard firmware (whichever keyboard you have), reboot when done, then install the 2/20/2023 generic keyboard firmware?
sarahjacob
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May 29th, 2024 21:34
1. Update BIOS and Drivers:
Make sure your BIOS and all drivers are up-to-date from the Dell Support page.
2. Run Firmware Update as Admin:
Right-click the firmware file
Alienware_X15 R2_X17 R2_Keyboard Firmware Update Utility.exeand select "Run as administrator."3. Disable Conflicting Software:
Temporarily disable your antivirus or other security software.
4. Use Command Prompt:
Open Command Prompt as administrator, navigate to the firmware file location, and run it from there.
5. Check for Dependencies:
Ensure all other system updates are installed first.
Contact Dell Support
If these steps don't help, contact Dell Support with details of the issue and the error code.
Stay Updated
Follow Dell forums and Reddit for any new solutions or firmware updates.
If you need further help, feel free to ask!
(edited)
andhanna
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February 9th, 2026 19:20
Ran into the same problem with my Alienware x17 R2, the keyboard randomly dies completely. It's obviously a hardware issue, because when it happens, it doesn't even work to access the BIOS. The only fix is to disconnect the battery from the motherboard and then reconnect it, but it'll break again after a while.
The really terrible part of it is that this only started happening after I paid Dell to replace the motherboard (because the laptop was randomly locking up, which replacing the motherboard fixed). So I'm guessing it's a motherboard issue...but apparently Dell only warranties their replacement parts for 30 DAYS? And I didn't message them until two months after the repair, since it was happening more and more frequently. And now they want me to pay for an entirely new repair and new motherboard if I want them to fix it, even though they installed a faulty motherboard in my laptop.