x17 R1, keyboard randomly stops working on both

Update to the keyboard stop working issue on X17 R1 laptops. I have contacted Dell support and thus far they suggest computer replacement. this of course is best for me. HOWEVER, I wanted to pass on a possible reason for issues and a fix I tried and thus far is working and keyboard has not bricked in the last hour since I made changes.

I was reading peoples posts, and I wonder if the issue is due to settings in the BIOs. I had gone into my bios within a couple days of receiving the new X17 laptop. I did this because unlike my 2013 Alienware laptop, I could not find a setting in the alienware command center a setting to turn off the keyboard lights after a time of no use. (I didn't want the keyboard lights on all the time because I tend to leave my computer running all the time unless transporting it.) Since I didn't want keyboard lights on, I did some research and discovered the only way of timing out keyboard lights is to go to Bios settings. In there, I set a timer for the lights on keyboard to shut down after 15 minutes when plugged in and after 5 minutes if on battery. That was two days ago. Then today, in the middle of a long document, I noted the issue of my keyboard being bricked by unknown reasons. After reading this community post page, I thoght maybe the bios setting was the reason. I went back into the bios settings (F2 key while rebooting) and reset the keyboard light timer option to the defaiult (which is to never turn off lights).  Then I was on phone with Dell tech support for about an hou8r, and havbe completed my document and wrote this post, and no more issues with keyboard..... THUS FAR. Still an issue because that setting should not shut off keyboard while using it, but it made sense to me that may be a reason for the keyboard issue and a possible issue for tech support to look into.

Obviously, if YOU never changed the bios keyboard lights timer setting and had the keyboard issue, then this will likely not be an answer for you. However, if you did change that setting and had this keyboard issue, then try going into bios and reset the keyboard lights back to the default. 

Just felt this explanation may be helpful to others. I have not tested this over a couple days, but so far (knock on wood and crossing fingers) I have not had the keyboard issue since resetting bios back to default. 

@Denny_S87 @Issues galore @MrWildDogg @kmansp40 @Archon_SD 

Are you running Windows 11 by any chance? Because most if not all drivers work from DELL because they were made for 10.

If you have 11 do a clean install and downgrade to 10.

Intel HID Event Filter Driver | Driver Details | Dell US

Download that one as it helps the BIOS correctly communicate with the OS on the keyboard and mouse side of things.

Also make sure that your laptop has no gunk underneath the keys or anything like oils from your hand causing it as you can use anti bacterial spray on a micro fiber cloth to wipe it all down.

I am using Win10 that came shipped with this computer. (I feel lucky to have ordered this 5 days before they started selling these with Win11, I don't want Win 11 at this time). I am also not using the Windows 10 Feature update Version 21H1 as I have read some negative things on that for some people and am waiting. 

With that said, Dell led me to what they called a firmware update (it seems to be a bin file) https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=6wj0m&oscode=wt64a&productcode=alienware-x17-r1-laptop&dgc=SM&cid=339178&lid=spr5824598335&RefID=dtw22_sm5824598335 . Between that update, then I also updated all other drivers and turned off the lighting timer feature, the issue has not replicated again and thus far all is good. 

I am way from home at the moment, but when I get home I am going to test the time out feature again and see if all is OK when using the Bios keyboard light timer feature.

I was running Windows 10 when the issue first began occurring.  The issue completely went away for me with BiOS and firmware updates long before I upgraded to Windows 11.  I am running Windows 11 now, and am having no issues with it whatsoever.

Well congrats then. I guess windows 11 works for some devices.

For what it's worth, I've used Chrome for 10 years and Dell's for 20+.
I had the same issues, but the old NortonUtils16 would clear everything, without rebooting.
I learned to relent, and get your Dell Upgrades using the current Microsoft's browser.
Resistance is futile.

I Have this issue on day one, right after trying to do the bios and other updates in the command center failed. Rebooting didn't fix it, keyboard just came back on randomly on its own, so I'll try to do your suggestion, and hope that does the trick.

I just received my X17 R1 today (12/1) - windows 11.

Installed Visual Studio 2019 and 2022.

Came to do some work, and keyboard was not working.  

I'm like 'what the heck'.

Rebooted and then found this thread.

I have just purchased one of these however its possible windows is turning the power off to the usb ports for the keyboard.

Look in to device manager and set the usb ports and hubs so that there is no powersaving mode.

It may be worth a shot

https://apteryx.zendesk.com/hc/en-us/articles/360041367673-Disable-USB-Power-Management-Selective-Suspension

This issue is now going on months and dell has done nothing about quality control. That's absolutely unacceptable for high end product provider. I just got a 3200$ configured x17 with the cherry MX mechanical keyboard option and it's the same thing. I'll be mid game and the keyboard will fully stop responding. I read above that FnF1 may resolve the issue. I'll try that next time I guess. But, if I wanted to get a laptop that needs janky workarounds to function normally, I would not be shelling out thousands of dollars. This product should work flawlessly. Dell you need to research the issue and provide customers with a software patch or other options. 

Thanks

I have the same issue occur on my brand new m15 r7. I've had the keyboard replaced, an new SSD installed with a new installation of windows 11, all updates installed and still absolutely no change in the functionality. Please tell me you have a solution that isn't "send it in again so we can charge more money and then have it stop working in 45 seconds or the next time it turns of and then back on".

I've been having this problem for several months now.  Were they able to fix your issue?