How to report keyboard bug in Switch 12 S?

Nerva
Nerva Member Posts: 14

Tinkerer
edited March 2023 in 2017 Archives
I've noticed since the latest Windows 10 upgrade that when the computer wakes up (or perhaps it is only after coming out of hibernation) and I want to enter my PIN to unlock it, the keyboard keys 0, O, K, and M don't work until I detach/reattach the keyboard -- this has happened at least a dozen times.   If I bring up the on-screen keyboard and enter my PIN that way, the keys still don't work until I detach/reattach the keyboard.

In the past, when I tried contacting Acer support chat to request they update the BIOS to increase the length of the time-out on the keyboard backlight, the guy kept telling me to send it in for warranty service -- I kept complaining that was absurd and I just want my feedback sent to the Acer engineers, and after going around-and-around he finally fessed up that their support group has NO WAY OF SUBMITTING BUG REPORTS to the rest of Acer -- they are firewalled.   There seems to be no way for customers to tell Acer, "hey this is broke or I want it changed, could you fix it / change it?"

Answers

  • Nerva
    Nerva Member Posts: 14

    Tinkerer
    Any thoughts on this?
  • Torquii
    Torquii Member Posts: 10

    Tinkerer
    Hi
    I have exacly the same issue after upgrading to 1709 with my 12s. No idea so far how to fix it.
  • Nerva
    Nerva Member Posts: 14

    Tinkerer
    The non-responsive keys seem to be only when coming out of hibernation, not sleep.

    I've also noticed that after coming out of hibernation the screen orientation can get screwed up -- it will do silly things like going portrait when you dock the keyboard.
  • Torquii
    Torquii Member Posts: 10

    Tinkerer
    Hi. In my case i faces the issue when i boot the device. Then i have to detach/reattach the keyboard. And then all keys are working until i shutdown the device.
  • Torquii
    Torquii Member Posts: 10

    Tinkerer
    Now i made a clean install of Windows 10 1709 from scratch... same issue.
  • JackE
    JackE ACE Posts: 44,891 Trailblazer

    Open Device Manager to check if you can rollback the KB driver. Jack E/MJ

    Jack E/NJ

  • Nerva
    Nerva Member Posts: 14

    Tinkerer
    Doesn't look like I can -- for some reason there are three keyboard devices, and all of their drivers are dated 2006, and none of them can be rolled back.
  • Torquii
    Torquii Member Posts: 10

    Tinkerer
    Hi. I know made a clean install of Windows 10 1703 and there the keyboard works fine. 
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Nerva---Then let Windows automatically try to look for KB updates in Device Manager while you're connected. Jack E/NJ

    Jack E/NJ

  • Nerva
    Nerva Member Posts: 14

    Tinkerer
    OK.   I had it search for updated drivers for all three keyboards, and every one was already up to date.   Then I ran Windows Update and it didn't find anything to download.
  • JackE
    JackE ACE Posts: 44,891 Trailblazer

    Nerva>>> all of their drivers are dated 2006>>>

    Could you please re-check these dates? Are they all 6/21/2006? Jack E/NJ

    Jack E/NJ

  • JackE
    JackE ACE Posts: 44,891 Trailblazer

    Torquii>>>Hi. I know made a clean install of Windows 10 1703 and there the keyboard works fine. >>>


    Could you also please check the KB dates for 1703? Thanks Jack E/NJ

    Jack E/NJ

  • Torquii
    Torquii Member Posts: 10

    Tinkerer
    Hi. I checked the driver version in 1703. And it is also from 2006. It shows driver version 10.0.15063.0 from 21.06.2006. And yes with 1703 the keyboard works fine.
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Thanks Torquii. Sounds like 1709 and up adversely affects some other part the system somehow. Right now, it's more of a update annoyance than a disabling issue which seems to be widespread for Win10. I'd be tempted to wait to see if future updates clear it up rather than try to go back to 1703 unless its still exists as a restore point on my system. Jack E/NJ  

    Jack E/NJ

  • Nerva
    Nerva Member Posts: 14

    Tinkerer
    My keyboard driver version is 10.0.16299.15, dated 6/21/2006, and my Windows build is 1709.
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Nerva---Open Control Panel. Search "restore point". If one exists. which is unlikely, you might be able rollback to 1703. If not, I don't think it's worth doing a clean 1703 install at this point. I'd probably wait and hope that a future auto Win10Update will get rid of the annoyance. Jack E/NJ 

    Jack E/NJ

  • Nerva
    Nerva Member Posts: 14

    Tinkerer
    Regardless, the bug isn't a show-stopper -- it just means I have to detach/reattach the keyboard after hibernating.   It's just disappointing, and if Acer doesn't get it fixed, that tells me a lot about them.   As I said in my original post, it seems like there is no formal channel for submitting this strange new thing called a "bug report" to Acer.
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    The latest Win10 issues don't appear to be specific to any one manufacturer's machines. It's more broadly related to major policy changes in how Winupdates are applied relative to earlier WinVers. Unfortunately, for some folks it has been a show-stopper, not just an annoyance. Jack E/NJ 

    Jack E/NJ

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