MSI creator z16 some keys not working

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cousin.red200160b02f2

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This is my second MSI laptop, despite my initial decision not to purchase another after the battery problems with the GS63 Stealth. This time, I opted for the Creator Z16 model with an i9 processor, 32 GB of RAM, and Windows 11 (version 22h2).

However, I'm encountering a frustrating issue with the backspace and forward arrow keys on the keyboard. Despite upgrading the BIOS, resetting the embedded controller (EC), and trying various Windows workarounds, the problem persists, impacting the overall user experience. What's more disheartening is that there seems to be no conclusive fix for this issue on the MSI support forum or anywhere else.

What adds to my frustration is that I'm not alone in facing this problem. The MSI support forum reveals several users with the same issue, suggesting a potential design flaw or manufacturing defect that requires urgent attention.

In conclusion, while the Creator Z16 has potential, the persistent keyboard issue and its prevalence among users raise serious concerns about the product's quality. The lack of a clear solution further compounds these concerns. Promptly addressing this problem is crucial for restoring faith in MSI's products and ensuring a positive user experience.

other posts
https://forum-en.msi.com/index.php?...ow-how-to-fix-this-issue.387039/#post-2197562
https://forum-en.msi.com/index.php?...not-work-on-the-keyboard.360973/#post-2049169
https://forum-en.msi.com/index.php?...rk-on-the-keyboard.360973/page-2#post-2164125
https://forum-en.msi.com/index.php?search/566194/&q=backspace&o=date
 
There is no MSI stuff here. In this situation, you have to narrow down the issue by recognizing that it is caused by hardware or software first.
Did you check if those keys are not working under BIOS mode? You can try to type the word(backspace) by setting the password.
There are different versions of Creator Z16. You have to provide the full name of laptop.
1691403323957.png
 
same problem here. it seems a software problem because keys start ad stop working during the day.

z16 a12uet 035xit
 
1. You can cross-check if those keys work in the BIOS menu while you are encountering the issue.
2. You can use a different application to cross-check while you are encountering the issue.
Besides, you can uninstall SteelSeries software or any third-party software that is related to the keyboard to make sure if it is caused by the software.

If the above methods are not working, I am afraid that you need to provide more information.
1. How did you trigger the issue(Ex. Replication steps)?
2. How much time is needed to trigger the issue?
3. Which keys are not working?
 
Problem is hardware. Same keys as the other user: backspace and forward.

Pressing somewhere around the keyboard makes those keys working again for some time.

It's the 2nd hardware problem on this laptop in 1 year. Really disappointed.
 
inf158a02e1 said:
Problem is hardware. Same keys as the other user: backspace and forward.
Click to expand...
I am not sure how you recognize it is the hardware problem. If it is a hardware problem, you have to send the laptop to the service center for repair or use the external keyboard as a workaround.
 
Me too, I've sent this off for repair twice in the warranty period, and now I'm out of it, certain keys work intermittently. Such an expensive product shouldn't fail like this.
 
Exactly the same problem, after a windows update, my Z16 stop working, seems the hard disk drive need to be replaced (write protected), but also 'backspace' and 'o' keys are not working anymore, i mean, for such expensive product, those should not be an issue, and what is even worst, it fail just after the guaranty expired, this is my very first MSI laptop, and i am very disappointed, i think i will roll back to DELL, my old laptop remains full working and had been with me more than 3 years now.
 
I got the same problem with my Z16 A12UET. The o key of the steelseries keyboard is not working anymore (only sometimes randomly). Same effect in the BIOS, Windows 11, Ubuntu. Has someone found a solution?
 
hey everybody :) are there any news about the problems with the o (and other) keys? I´m struggling with the same situation. My Z16 has problems with the O and the F8 key. Sometimes working sometimes not. Reset EC, deinstall/install driver/software.... but malfunction comes randomly back. Next step would be RMA but i don´t really think its an hardware problem. On a second drive I run Linux Mint 22 and there I didn´t get any problems till now. Maybe coincidence?! Would be really great if somebody can share your experience. Thank you guys :)
 
bastian.krac157e02dc said:
hey everybody :) are there any news about the problems with the o (and other) keys? I´m struggling with the same situation. My Z16 has problems with the O and the F8 key. Sometimes working sometimes not. Reset EC, deinstall/install driver/software.... but malfunction comes randomly back. Next step would be RMA but i don´t really think its an hardware problem. On a second drive I run Linux Mint 22 and there I didn´t get any problems till now. Maybe coincidence?! Would be really great if somebody can share your experience. Thank you guys :)
Click to expand...
The problem is hardware, our keyboards are defective. I solved it by replacing the keyboard. The replacement costs 140 euros and it's not easy to replace at home.
If the laptop is under warranty you have to send it, otherwise it is not recognized even though it is a common defect. I am very angry and disappointed with MSI.
 
Last edited:
inf158a02e1 said:
The problem is hardware, our keyboards are defective. I solved it by replacing the keyboard. The replacement costs 140 euros and it's not easy to replace at home.
If the laptop is under warranty you have to send it, otherwise it is not recognized even though it is a common defect. I am very angry and disappointed with MSI.
Click to expand...
Thank you for your fast reply. Not good to hear. I´m very disappointed too. The Z16 is out of warranty sinc May :(. In warranty time there were also 2 RMAs. I never had a device, which makes such trouble in such a short time. especially in this price range. It is not satisfactory. Yeah but thanks for your experience. I wish you all the best :)
 
bastian.krac157e02dc said:
Thank you for your fast reply. Not good to hear. I´m very disappointed too. The Z16 is out of warranty sinc May :(. In warranty time there were also 2 RMAs. I never had a device, which makes such trouble in such a short time. especially in this price range. It is not satisfactory. Yeah but thanks for your experience. I wish you all the best :)
Click to expand...

What were the previous failures? I had problems with a fan 6 months after purchase.
The only good thing is the spare parts shop:
eu-spareparts.msi.com

MSI SPARE PARTS E-Shop

Welcome to the MSI EU Spare Parts website.We provide official Spare Parts/ Accessories of laptops. You can purchase adaptor.battery.cooler...in MSI Spare Parts E-shop.
eu-spareparts.msi.com eu-spareparts.msi.com
(always verify product number / part number, or mail the Service and Support to be sure about compatibility).
 
First was a dysfunction on the usb ports and second was a bunch of BSODs and a lot of critical errors in the eventlog. All in the first 12 month. I don´t want to mention the craceling speakers 🤫😂 Thanks for the link 🙏 I´ll look there for spare parts later.
 
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