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ASUS Zephyrus M (GU502GU) Keyboard Issue

Level 7

System: Windows 10 ( Version 10.0.18363 Build 18363 )
Battery or AC: Both
Model: GU502GU
Frequency of occurrence: every time I boot up the system
Reset OS: YES


In ARMOURY CRATE the keyboard is not detectingin

keyboard section: HID KEYBOARD DRIVERS keeping PC/AT Enhanced PS/2 keyboard(101/102-Key) installed.

Universal serial bus controllers: unknown usb device (Device Descriptor Request Failed)

Even I tried giving my laptop to the service center, but they are resting the OS, it worked for 20 min after the keyboard has not working

but when I gave it to another service Center they solved the issue once I changed the lighting effects keyboard was not working 

kindly help me out with this Issue thank you.




Customer Service Agent

Hi @Saran93 ,

I would like to confirm whether your BIOS has been updated to the latest version, 311.
Could you please try removing ASUS System Control Interface v3, uninstalling Armoury Crate using the uninstall tool, and then reinstalling ASUS System Control Interface v3 and Armoury Crate to see if there is any improvement? Thank you.

Hie @Anbby_ROG 

Still, the issue remains the same after completing the above instructions.

Customer Service Agent

Hi @Saran93 ,

Thank you for your reply. Based on your description, may I inquire how long it took for the issue to recur after the keyboard repair? Would you mind sending me your product serial number and RMA number via private message for further investigation? Thank you.

Can you send your email ID to send the details Thank

Customer Service Agent

Hi @Saran93 ,

I have sent you a message, please check✉. Thank you