msi gt72 6qe dominator pro....keyboard...problems

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Aug 14, 2020
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Hi all,
I also have a similar problem on keyboard on my GT72VR 6RD-041FR. Letters "A", "D" and "R" are unechable on Windows start. I noticed if I do SHIFT+"A", something unlocks these letters so I can use them again but the poblem comes back on next Windows start. I uninsatll/reinstll SSE keyboard into the hardware manager but no joy. I guess something is related to drivers and latest Windows 10 update
 

Crazydonkey

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Hi all,
I also have a similar problem on keyboard on my GT72VR 6RD-041FR. Letters "A", "D" and "R" are unechable on Windows start. I noticed if I do SHIFT+"A", something unlocks these letters so I can use them again but the poblem comes back on next Windows start. I uninsatll/reinstll SSE keyboard into the hardware manager but no joy. I guess something is related to drivers and latest Windows 10 update
Do you remember any updates that were made before the problem occurred?
Have you tried to use an external keyboard?
 

qua.sar

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Feb 14, 2019
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Do the 3 keys always malfunction no matter which programs are running?
Have you ever changed any keyboard settings in the Steelseries engine?
Try to also uninstall the SSE keyboard device in Device Manager.
And perform EC reset.
No they do not malfunction always, it is random but when it happens, persistent for some minutes.

I used a lot steelseries engine with various profiles and also renistalled SSE, updated bios and firmware and reset EC, problem comes back.
The only thing i did not do of the above was to uninstall keyboard from device manager, but what if i cannot use the computer later and that does not recognize the keyboard any more?

Hi all,
I also have a similar problem on keyboard on my GT72VR 6RD-041FR. Letters "A", "D" and "R" are unechable on Windows start. I noticed if I do SHIFT+"A", something unlocks these letters so I can use them again but the poblem comes back on next Windows start. I uninsatll/reinstll SSE keyboard into the hardware manager but no joy. I guess something is related to drivers and latest Windows 10 update
The same as the friend above, holding Shift seems to make the keys work when normal typing does not.
 
Last edited:

forestviewr

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Same problem across numerous threads. No solution seems to be available. Awesome.
 

Crazydonkey

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No they do not malfunction always, it is random but when it happens, persistent for some minutes.

I used a lot steelseries engine with various profiles and also renistalled SSE, updated bios and firmware and reset EC, problem comes back.
The only thing i did not do of the above was to uninstall keyboard from device manager, but what if i cannot use the computer later and that does not recognize the keyboard any more?



The same as the friend above, holding Shift seems to make the keys work when normal typing does not.
Have you checked any background processes that were launched when the problem occurred?
Will a reboot solve the problem?
Try to perform a clean boot.
 

qua.sar

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Hello, tested today and the problem appears also with a clean boot, with all non-microsoft services disabled 🤷‍♂️
 

Crazydonkey

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Hello, tested today and the problem appears also with a clean boot, with all non-microsoft services disabled 🤷‍♂️
So did you notice that any background processes were launched when the problem occurred?
If the problem persists, maybe you have to try a system reset.
 

qua.sar

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So did you notice that any background processes were launched when the problem occurred?
If the problem persists, maybe you have to try a system reset.
Honestly i did not notice any different background process, so far, but neither paid extreme attention. to the list.. I was thinking the last option would have been a factory reset, so i think i will go for it and let you know.
Thanks for help!
 

witwerm15a602df

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I have a GT72 6QE Dominator Pro G. A few weeks ago I started having intermittent problems with the C, M, and both shift keys. I saw earlier in another similar thread where someone had exactly this issue with the same keys. I tried everything suggested above. Updated BIOS (UEFI), Intel Chipset, everything is up to date. I even tried uninstalling the latest windows updates. Everything failed to fix this problem. This intermittent key problem also exists when pc is booted into the BIOS screens. If other people did not also have this problem, I would assume that I had a hardware problem. I sent an email to MSI Support explaining this problem and stating that other users also started seeing this exact issue as explained in this MSI Forum. Their reply was to send my notebook to them, pay a $65 inspection fee and also pay for any fix that they may find. My solution at this time is to plug in a USB keyboard that I had (It is not convienient) and wait to see if a solution is found on this forum. My opinion at this time is that a windows 10 update somehow modified some UEFI config file that is causing some timing issue. By this way, my USB keyboard works fine.
 

qua.sar

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I have a GT72 6QE Dominator Pro G. A few weeks ago I started having intermittent problems with the C, M, and both shift keys. I saw earlier in another similar thread where someone had exactly this issue with the same keys. I tried everything suggested above. Updated BIOS (UEFI), Intel Chipset, everything is up to date. I even tried uninstalling the latest windows updates. Everything failed to fix this problem. This intermittent key problem also exists when pc is booted into the BIOS screens. If other people did not also have this problem, I would assume that I had a hardware problem. I sent an email to MSI Support explaining this problem and stating that other users also started seeing this exact issue as explained in this MSI Forum. Their reply was to send my notebook to them, pay a $65 inspection fee and also pay for any fix that they may find. My solution at this time is to plug in a USB keyboard that I had (It is not convienient) and wait to see if a solution is found on this forum. My opinion at this time is that a windows 10 update somehow modified some UEFI config file that is causing some timing issue. By this way, my USB keyboard works fine.
Hello, only to add that I have not yet reset my system since last reply, but for the First time the problem appeared on BIOS menu too(!), thus i Guess this miGht be that most oF us are havinG an hardware Failure altogether (with a correlation to heatinG, maybe?), or a general windows 10 update issue.
 

Davemon

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My computer is an MSI GE75 Raider 10SFS-018.

This is not a hardware problem. It's a driver conflict. I bought this (my first MSI) laptop a few weeks back and immediately started experiencing non-responsiveness from the NumLock key, all the number pad digits, and the b, n, and m keys. You could get the b, n, and m keys to work if you held them down so firmly that you were in danger of breaking the keyboard. Then the letters would appear. No manner of messing with the number pad digits would work though.

I tried all the things I saw online about using Windows ease of access settings. None of that worked.

I played with this problem for hours on end installing and uninstalling drivers and then finally the keys just magically started working with no issues at all. No more hard or repeated key presses. I ran so many uninstalls and rollbacks and reinstalls of drivers that I'm not sure which combination actually worked. However, it reverted back to the stuck keys in about 3 or 4 days, so I went through the same procedures and had it working again in about 20 minutes. I assume the second instance was because of an MS update that reloaded the wrong driver, or a driver in the wrong order. Now the keys have been working correctly for almost 2 weeks with regular use. Uninstalling Steelseries Engine and reinstalling several times, and using different versions, had no affect on this. The Engine actually works well and does what it advertises.

What I actually did for the fix was go to Device Manager / Keyboards, and ensure that the Steelseries driver was the latest, and then it was some combination of uninstalling and reinstalling, or rolling back, the HID Keyboards. It took several tries to get the order right but that is actually the solution because I did nothing else but that to fix it. I have two of those HID Keyboard devices listed in Device Manager because I also have a Logitech unifying receiver that apparently installs one as well. It's possible that's causing a conflict, so if you have one then maybe there's something in common. The other thing I did in the Device Manager is update the related HID devices for the keyboards under the HID section of the Device Manager. If you right-click the device and select properties you can tell which one is for Logitech, or Steelseries, or whatever else you have.

I hope that gives you some measure of hope and an avenue to go down to try to resolve your issue. It's a huge disappointment from this manufacturer I have never seen from any other. 2 grand for a broken gaming laptop with no manufacturer statements about this common issue.

In the end, this is unacceptable MSI. This is clearly a driver conflict and it makes the keyboard and in effect the whole computer unusable. It's disturbing you have no response to this MSI. This is my first MSI computer, and as far as I can tell this will be my last. It's a shame because the computer performs well otherwise.
 

qua.sar

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Feb 14, 2019
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My computer is an MSI GE75 Raider 10SFS-018.

This is not a hardware problem. It's a driver conflict. I bought this (my first MSI) laptop a few weeks back and immediately started experiencing non-responsiveness from the NumLock key, all the number pad digits, and the b, n, and m keys. You could get the b, n, and m keys to work if you held them down so firmly that you were in danger of breaking the keyboard. Then the letters would appear. No manner of messing with the number pad digits would work though.

I tried all the things I saw online about using Windows ease of access settings. None of that worked.

I played with this problem for hours on end installing and uninstalling drivers and then finally the keys just magically started working with no issues at all. No more hard or repeated key presses. I ran so many uninstalls and rollbacks and reinstalls of drivers that I'm not sure which combination actually worked. However, it reverted back to the stuck keys in about 3 or 4 days, so I went through the same procedures and had it working again in about 20 minutes. I assume the second instance was because of an MS update that reloaded the wrong driver, or a driver in the wrong order. Now the keys have been working correctly for almost 2 weeks with regular use. Uninstalling Steelseries Engine and reinstalling several times, and using different versions, had no affect on this. The Engine actually works well and does what it advertises.

What I actually did for the fix was go to Device Manager / Keyboards, and ensure that the Steelseries driver was the latest, and then it was some combination of uninstalling and reinstalling, or rolling back, the HID Keyboards. It took several tries to get the order right but that is actually the solution because I did nothing else but that to fix it. I have two of those HID Keyboard devices listed in Device Manager because I also have a Logitech unifying receiver that apparently installs one as well. It's possible that's causing a conflict, so if you have one then maybe there's something in common. The other thing I did in the Device Manager is update the related HID devices for the keyboards under the HID section of the Device Manager. If you right-click the device and select properties you can tell which one is for Logitech, or Steelseries, or whatever else you have.

I hope that gives you some measure of hope and an avenue to go down to try to resolve your issue. It's a huge disappointment from this manufacturer I have never seen from any other. 2 grand for a broken gaming laptop with no manufacturer statements about this common issue.

In the end, this is unacceptable MSI. This is clearly a driver conflict and it makes the keyboard and in effect the whole computer unusable. It's disturbing you have no response to this MSI. This is my first MSI computer, and as far as I can tell this will be my last. It's a shame because the computer performs well otherwise.
Well, very good, it's worth trying! Thanks, may i ask you which version of the HID and Steelseries drivers have you installed actually?
I am still happy with the performance the computer has since years, and about the quality of the hardware in my MSI, but this simple issue is indeed putting at good challenge my patience now.
Thumb up for the help the MSI forum users showed in this regard!
 

Davemon

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I attached a couple screenshots of the keyboard section of Device Manager if it helps you at least see what I have installed, and the dates. It's noteworthy that these same three devices were there before, however it looks to me like I had to reinstall them in some sort of specific order, while deleting them from the HID Devices section also (once I found them in there).

Another thing I remember doing was updating those drivers by me selecting the device driver from my computer (instead of letting MS automatically search for it). I used the following method: rt-click the device, click Update Driver, click Browse My Computer for Drivers, and then let me pick from a list... and from that list I selected the KB device. I am pretty sure the order for the 3 KB drivers mattered and I did the Steelseries KB updates first. Doing the automatic MS searching to update never worked at any time. It never finds anything new (typical behavior for that function IMO) so it never installs anything that way.
Keyboard Drivers 1.jpg
Keyboard Drivers 2.jpg
 

Davemon

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It may be pertinent that this computer is on Window 10 Home version 2004. It was delivered to me on version 1909 and initially the KB worked fine. However I updated to version 2004 within the first couple days I had this, so perhaps there is a link there in the new MS drivers. I don't know the answer, just speculating at possibilities in case there are common things in your installation.
 

witwerm15a602df

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Thank you so much for your information. I am running the same Windows 10 2004 update as you. I also have exactly the same Steelseries driver and HID drivers as you have. I have tried updating the HID drivers in various orders with no luck. I have also uninstalled Steelseries software and drivers completely from my system and used the "Standard PS/2 Keyboard" for the keyboard. All of the HID drivers then disappeared completely from Device Manager. Even in this condition, my keyboard "M", "C", and both shift keys are intermittent both in Windows and in the BIOS screen. It sure appears that this is a hardware issue. It is hard to believe that this specific hardware failure appears to various MSI notebook users at the same time. I will continue to monitor this forum and use my USB keyboard in the meantime instead of sending my notebook to MSI and pay for them to fix it. Again, thank you so much for your help.
 

Davemon

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I'm really pulling for you on this one. Don't forget to delete the HID devices in the HID section too, before you update the drivers in the KB section. I know it sucks, but maybe a few more combinations could work for you? I know I tried several things over again until the magic happened.

If this is just poor manufacturing QC by MSI and it really is a common hardware malfunction, then MSI needs to step up, and at their own cost, and openly on their support site.
 

Crazydonkey

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Hello, only to add that I have not yet reset my system since last reply, but for the First time the problem appeared on BIOS menu too(!), thus i Guess this miGht be that most oF us are havinG an hardware Failure altogether (with a correlation to heatinG, maybe?), or a general windows 10 update issue.
If the problem even occurs in BIOS, it should not be related to drivers.
Contact MSI support for further check.
 

witwerm15a602df

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If you read up 8 messages, you will see that I already contacted MSI Support. Their response is for me to send my notebook back to them and have me pay for the repairs. I would normally agree with you that this is a hardware problem, but it is hard for me to believe that this exact problem happened to other MSI users at exactly the same time. I sort of believe that a windows 10 update modified a UEFI (BIOS) config file and this change affected these MSI notebooks. Maybe a further windows update will fix this issue or a keyboard driver update will fix it. It might still be a hardware issue and I will eventually have to send my notebook back to MSI for repairs. In the meantime, I will continue to use a USB keyboard for most of my typing. I am surprised that both the Steelseries keyboard and the USB keyboard both work at the same time. For most things, I use the Steelseries keyboard. I use the USB keyboard for typing correspondents. I will continue to monitor this forum for a solution. Thanks to everyone who contributes.
 

qua.sar

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Just to update the situation with our friends here, after a factory reset the problem is still intermittently happening, so this makes me think more about the fact that I (and maybe many others) am having an hardware issue, maybe related to the surface temperature of the keyboard - this may be just a coincidence, but it seems to me that when the computer is cooler, the problem is happening less often.

I give my thanks to all the people who contributed so far, and those who will continue.
 

briantnes159f02dc

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Aug 31, 2020
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I am having this exact same issue with my "C", "M" and both shift keys. MSI GT72VR 7RE. I've had this thing for just over 3 years and the issue is fairly new for me. This is so annoying, especially since I use this laptop for all my online classes. Nothing I've done has fixed the issue.

EDIT: I'm very glad I'm not alone though!
 
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