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GL703GS keyboard dead on Shutdown/Hibernation, apparently after some Windows updates

hexaae
Level 12
The issue:
all of a sudden on 16 March 2020 I noticed that when I resume from Hibernation, the keyboard leds won't turn on, but keyboard still works and I can restore leds with ROG AURA Core... but at this point with led off after Hibernation, if I reboot the keyboard will totally stop working except Mousepad and Power button (it also keeps led turned off)! This persists even at BIOS and on next reboots!! Keyboard not working except mousepad and power button all the time.
To restore leds and keyboard I have to: Shutdown, unplug PSU, and press multiple times Power button...

I'm afraid it is a Windows 10 1909 issue after recent updates + ASUS software conflict of some kind. I tried to uninstall recent ones (got updates on 7, 11, 14 of March) but didn't help. Have no idea why this happened and hope someone has had similar issues and has a solution because ATM I can't use Sleep and Hibernation reliably anymore 😞

I tried also to disable ROG Armoury II (I use for Carry Strix mouse) and ledcontrolservice3 but didn't help:


These are my (left) Win updates:


To recap:
Hibernation or Shutdown now make keyboard leds turn off "forever" even with next reboots. When leds are off only mousepad and power button do work.
To wake up keyboard (and its led, have no idea why they seem connected now) at this point I have to:
- enter Hibernation or Shutdown with power cable
- unplug cable and press Power button to resume laptop using battery: this will wake up leds and keyboard will work fine.

No idea why... 😞

Gaming Laptop ASUS GL703GS (BIOS 310)
CPU i7-8750H (iGPU unavailable)
GTX 1070 8GB (non-Max-Q, 10DE 1BE1 - 1043 1011, GP104 A1, vbios 86.04.7c.00.24, Samsung VRAM)
Windows 10 Pro 1909
Desktop res: 1080p (1920x1080)
Screen: 144Hz + g-sync AUO B173HAN03.2 [AUO329D]
Audio: Realtek HD Audio (ALC295 chipset)
Hard disks: NVMe Samsung, SSD Crucial
USB Blu-Ray 4K drive: Archgon Star MD-8102P-U3YC-UHDB (Pioneer BDR-UD04)
--
ASUS ROG Strix GL703GS, GTX 1070 8GB, 32GB RAM, 1920x1080 144Hz G-Sync laptop screen, external monitor UWQHD 3440x1440 Mi Monitor, NVMe 4x, Hori Fighting Stick Mini, XBox One BT controller, ROG Strix Carry mouse
1,038 Views
22 REPLIES 22

No help, I'm afraid, but I have a similar issue, just not as severe. The keyboard backlights will cycle once then shut down on any start (fresh or hibernate). ON a fresh start I can access the Aura Core screen and restart the sequence, and it stays on till I shut down or close the lid. On a Hibernate start the button on the Core that takes you to the keyboard light settings is green and dead, just kicks you out of Core. Restart allows me to access the light settings again. SO basically I have to turn the damned lights on manually every start. This is especially annoying as I am recently visually impaired and need the backlight to see what I'm doing.

I shouldn't complain, at least it isn't killing my keyboard functionality (yet).

Blake1
Level 10
Hello hexaae,
Please kindly PM me your SN.
Thank you very much.

Astroke67
Level 8
Hi Hexaae,
Try to reinstall the aura core.
https://rog.asus.com/forum/showthread.php?106382-Guide-Asus-GL703GE-How-to-reinstall-ROG-Aura-Core

I had a similar issue that i solved with that (my) guide :rolleyes:

hexaae
Level 12
@Astroke67
Thank you but in my case it wasn't just a led issue but keyboard was totally dead (not working even from BIOS or Ubuntu Linux from pendrive). Led always off (even the power button wasn't lit) and just power key working. To reach the BIOS (since ESC or F2 were not working) I had to remove drives, but keyboard didn't work yet! Was like fell asleep. From Windows Device Manager the keyboard device totally disappeared.

It started on march. The strange thing was that this initially intermittently happened, then I noticed it happened EXACTLY after full Shutdown and Hibernation and never after Sleep or Reboot. I was able to resume keyboard after a certain amount of attempts if I did: 1. Hibernate, 2. remove AC supply, 3. press power button, so I went on for a few months using only sleep and reboot... a few weeks ago I tried again full shutdown and then keyboard totally died! Wasn't able to resume it with the above procedure anymore.

However... sent my GL703GS in RMA and they said they "upgraded keyboard firmware with NKey" and this fixed keyboard once and for all. Now I've got my PC back and keyboard is actually working fine again, always, as expected. Resumed also backup I used when I still had the issue and works perfectly fine ( = it wasn't a software/driver issue or so in my system image. As I said keyboard was permanently dead even booting Ubuntu from pen-drive or from BIOS anyway...).

The bad thing is:
there is no official NKey keyboard firmware update tool for GL703GS on the official drivers' page or anywhere else BTW...
Would be handy for a case like this and would prevent sending the PC in RMA for experienced customers, since this issue can randomly happen as I can read in some ASUS gaming laptop forums.
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ASUS ROG Strix GL703GS, GTX 1070 8GB, 32GB RAM, 1920x1080 144Hz G-Sync laptop screen, external monitor UWQHD 3440x1440 Mi Monitor, NVMe 4x, Hori Fighting Stick Mini, XBox One BT controller, ROG Strix Carry mouse

I am facing the same issue during all the time I'm using this laptop. The most annoying thing that the Asus service center is fixing this issue only for +/- 3 months, that the issue shows itself again. In each report, they write 'bios update'. Today I started facing this issue again ( after 3 months of usage, as I said before). I tried to update bios because the new version of BIOS was released since I received my laptop, but nothing changed.
Symptoms are the same - whenever I turn off my laptop, keyboard, and highlight won't work. I should wait for about 20 minutes until my keyboard will start working. An interesting thing that once highlight starts working, the keyboard starts working as well. So, for me it is kind of tip - when keyboard is highlighting, then everything is fine with it.
I am frustrated with how Asus "fixing" this problem in their service centers... From about 2 years of using this laptop, I spent about 3-4 months just waiting for my laptop from the service center.

I will try to search for NKey an install it as @HEXAAE described in his last post - maybe it will solve my problem too. Have no passion to wait one more month for another "Bios update"

hexaae
Level 12
@dante_89
What was your exact model?
Yes, ASUS should seriously provide Nkey + fw tools on the official driver download page, since this is a random and not so rare issue!
... or find a definitive HW solution, of course!
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ASUS ROG Strix GL703GS, GTX 1070 8GB, 32GB RAM, 1920x1080 144Hz G-Sync laptop screen, external monitor UWQHD 3440x1440 Mi Monitor, NVMe 4x, Hori Fighting Stick Mini, XBox One BT controller, ROG Strix Carry mouse

Finally, I fixed my keyboard with the help of this thread https://rog.asus.com/forum/showthread.php?104550-Asus-ROG-Strix-GL503GE-laptop-keyboard-is-not-worki... . Utility, mentioned at this topic, already has an image for my GL703GS laptop, so it is super easy to fix keyboard. Now I should figure out what is wrong with keyboard highlight. Once Windows is loaded, the keyboard has no highlight. Definitely something wrong with Aura service, but this is another story..

hexaae
Level 12
@dante_89
You used that KBFWUpdateTool_v1.0.5_forSupportSite.exe, which already has a GL703GS keyboard fw profile?

RESTORE AURA + LEDs (ASUS GL703GS)
To restore correct behaviour of leds DO NOT INSTALL latest recommanded update from AS
US (AURA Service V3.03.38).
Uninstall all AURA related software. Rollback to:
1) ROG_Aura_Core_Component_V1.0.14.zip
and then
2) Aura Lighting Service 1.00.41.zip
3) then you can finally Install 'Rog Aura Core' from MS Store.
Ignore the fact ASUS recommends instead to uninstall all old Aura software and then to install only 'Rog AURA' + latest hotfix 'AURA Service V3.03.38' and everything will work fine again, including special Smart Mode (keyboard leds turning from yellow to red for higher temps) or Music Mode (keyboard leds sync'ed with audio driver music).
--
ASUS ROG Strix GL703GS, GTX 1070 8GB, 32GB RAM, 1920x1080 144Hz G-Sync laptop screen, external monitor UWQHD 3440x1440 Mi Monitor, NVMe 4x, Hori Fighting Stick Mini, XBox One BT controller, ROG Strix Carry mouse

hexaae
Level 12

RESTORE DEAD KEYBOARD AND LEDS (ASUS GL703GS)
Two years later it started to happen again since the other day, right after hibernation or shutdown (no problem to resume from sleep)!!
Keyboard dead (no key works even from BIOS) and led is turned off, even power button is not backlit when this happens.

EDIT: used https://dlcdnets.asus.com/pub/ASUS/GamingNB/GM501GS/KBFWUpdateTool_v1.0.5_forSupportSite.zip

Just ran it from Windows 10 ("This tool will update your keyboard fw if needed... blah blah"), pressed the (only available) "Update" button... a progress bar started and after less then a minute the keyboard leds turned on during process and keys worked again! Didn't even have to reboot.
Checked hibernation and... it WORKS FINE AGAIN after resume! Lifesaver tool!
Everything runs fine, including numpad and caps-lock key led.

Let's just hope it works when it does again (in the next 2 years?) and will not complain that the FW is simply up to date at that time... (Yes, the tool worked fine after it happened again!)

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ASUS ROG Strix GL703GS, GTX 1070 8GB, 32GB RAM, 1920x1080 144Hz G-Sync laptop screen, external monitor UWQHD 3440x1440 Mi Monitor, NVMe 4x, Hori Fighting Stick Mini, XBox One BT controller, ROG Strix Carry mouse

hexaae wrote:
RESTORE DEAD KEYBOARD AND LEDS (ASUS GL703GS)
Two years later it started to happen again since the other day, right after hibernation or shutdown (no problem to resume from sleep)!!
Keyboard dead (no key works even from BIOS) and led is turned off, even power button is not backlit when this happens.

EDIT: used https://dlcdnets.asus.com/pub/ASUS/GamingNB/GM501GS/KBFWUpdateTool_v1.0.5_forSupportSite.zip

Just ran it from Windows 10 ("This tool will update your keyboard fw if needed... blah blah"), pressed the (only available) "Update" button... a progress bar started and after less then a minute the keyboard leds turned on during process and keys worked again! Didn't even have to reboot.
Checked hibernation and... it WORKS FINE AGAIN after resume! Lifesaver tool!
Everything runs fine, including numpad and caps-lock key led.

Let's just hope it works when it does again (in the next 2 years?) and not complain that the FW is simply up to date.


Hey there, after doing hours of research I finally found this post and was hoping your solution would work for me, but I've run into a problem. I'm having this exact same issue with my G703GX, the keyboard is completely dead, no lights, no key works even from the BIOS, and I feel like I've tried everything I can think of to do. Now here, I tried using this tool, however it stops before anything happens. I hit "Update" and the progress bar never fills, it just closes out. I found a log @ C:\ProgramData\ASUS\ROGKBFWUpdateLog and the log says the following:

Tool Version : V1.0.5
Product Name : G703GX
VenderID : -1
Stop LightingService
Battery Power Level : 99
Can not get device !!


Do you know what "Can not get device !!" means? Or does anyone know?

I should add, I've researched this issue extensively. The keyboard stopped working when I accidentally opened Armoury Crate and installed an update. The keyboard, after that, completely stopped working, save one or two reboots where the keys themselves didn't work but for some reason only the numpad was backlit. I've tried uninstalls/reinstalls of the Armoury Crate software (including trying to clean up the registry of any trace of the software before reinstalling), deleting the drivers associated with the keyboard and restarting, hell I even tracked down a replacement keyboard and completely swapped the old one out with one that was tested working before I purchased it. Nothing has worked and I'm just unsure what to try next.