Symptoms

The Dell Pro Keyboard and Mouse KM5221W stop working after an incomplete firmware update The following problems may be experienced with your Dell Pro Keyboard and Mouse KM5221W: The keyboard and mouse are not workingDell Peripheral Manager (DPM) cannot detect the keyboard and mouse This happens after DPM states that the peripherals update successfully. However, the firmware update shows it failed to download correctly. DPM then reports that a critical error is occurring.

Cause

The latest firmware update was not available to the servers globally. This is causing a download failure. The dongle firmware can end up in its bootloader state when the firmware update does not complete successfully. The dongle loses communication with the keyboard and mouse.

Resolution

Note: Administrator rights are required on the device the keyboard and mouse connect to when updating software on the peripherals. Use the following instructions to reinstall the firmware update on your keyboard and mouse: Manually download and install the following firmware: Download this .zip file: Standalone Bootloader FW Update Utility Extract the .zip file to a temporary folder. Open the temporary folder and right-click Dongle_FWUpdateTool 0.1.2.6.exe and select Run as Administrator. Follow the on-screen instructions to complete the firmware update. Launch the Dell Peripheral Manager application. Run the Firmware update process in DPM. Go back to Step.1 and repeat them if the dongle is still having issues. Contact Us if the issue continues.

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