Symptoms

Alienware m15 R5, R6, x15, and x17 laptop keyboard either stops working or will not start up after sitting idle Owners of Alienware m15 R5 Ryzen, m15 R6, x15, or x17 laptops may experience the following symptoms with your keyboard: The keyboard intermittently stops working during use.The keyboard intermittently does not work after sitting idle for a time.

Cause

An issue was identified with the keyboard firmware.

Resolution

Updating to the latest keyboard firmware for your laptop helps resolve the issue. To download and install the latest keyboard firmware, follow the steps that are mentioned below. WARNING: Downloading and installing Dell-developed drivers or software from third-party or unknown sources can cause the laptop or device not to work correctly. The laptop may crash, fail to boot into the operating system, or in rare instances infect the laptop with viruses, trojans, or other malicious software. NOTE: Download drivers from the device manufacturer's website for third-party or non-Dell products. (Such as non-Dell branded printers, docking stations, webcams, scanners, monitors.) Update Keyboard Firmware Duration: 00:01:03 (hh:mm:ss)When available, closed caption (subtitles) language settings can be chosen using the CC icon on this video player. Browse to: https://www.dell.com/support/driversIdentify your Dell laptop: To auto-detect your Dell laptop, follow the on-screen instructions.Enter the Service Tag of the laptop and click Search.Or, click Browse all products and select your Dell laptop from the catalog. Select the Operating System that is installed on the Dell laptop.Under Category, select System Utilities.Locate the latest Cherry Keyboard Firmware Update Utility firmware (Version v20 or newer).Click Download and save the file to your laptop.Open File Explorer and browse to the location where the downloaded file is saved.Double-click the downloaded firmware setup file and follow the on-screen instructions to complete the installation process. If the issue is not resolved by updating the firmware, troubleshoot and fix common keyboard problems.

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