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AK

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June 14th, 2025 08:58

Professional Issue Report: Alienware m18 R1 Keyboard Lighting Malfunction

Hello,
I'm experiencing a keyboard backlight issue on my Alienware m18 R1 laptop. Several keys are not lighting up and do not appear as part of any lighting zone in Alienware Command Center (AWCC). These keys remain unlit and unresponsive to any lighting customizations.

Affected Keys Behavior:

  • In Spectrum Cycle mode: Non-functional keys display static white light only (no color cycling)

  • In Custom Lighting mode: Affected keys remain completely unlit and unavailable for customization

  • Non-Functional Zones:

    • Primary keys: Enter, Caps Lock, Left Ctrl, Right Alt, ], , *, -, 8, 4, Left Arrow, Del, F8

    • Numpad: Entire numpad exhibits cross-illumination (e.g., pressing 0 lights 9)

    • Function row: F1-F12 to Mute button show inconsistent behavior

Troubleshooting Steps I've Already Taken:

  1. Updated Alienware Command Center (AWCC) to the latest version.

  2. Fully uninstalled AWCC and deleted all related files from:

    • ProgramData\Alienware

    • AppData\Local\Alienware

    • Registry entries.

  3. Reinstalled AWCC from the official Dell website.

  4. Updated the BIOS to the latest version provided by Dell.

  5. Manually cleared settings and temporary files.

  6. Performed a complete Windows reset.

  7. Finally, I did a full clean install of Windows 11 and reinstalled all drivers/software — the issue still persists.

Current Status:

  • All other keyboard zones work as expected.

  • However, the above-mentioned keys remain unlit, cannot be customized, and do not show in any lighting zone within AWCC.

  • It seems as if the system is not detecting them as part of any backlight zone.


I'm seeking help to understand whether this is:

  • A firmware-related issue with the keyboard or lighting controller?

  • A mapping/configuration problem in AWCC?

  • Or a potential hardware issue?

Thanks in advance for any support or direction you can provide.

Community Manager

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56.8K Posts

June 14th, 2025 11:14

Which m18? What is the warranty status? Go HERE, insert the private Service Tag number to see the warranty status.

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June 14th, 2025 14:14

@DELL-Chris M​  Alienware M18 R1, and it is not under warranty.

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3 Posts

June 23rd, 2025 14:03

Please can someone help me? Any advice?

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