Vortex IV 17.3" Keyboard backlight not working properly.

[radiocaf]

Hi guys,

I received my new Vortex IV 17.3" in the post today, and overall I'm extremely happy with it, but I have noticed that the keyboard backlight has problems. Without the driver being installed, the keyboard reverts to dark blue backlight, however, the right side of the keyboard, where the Number Pad is, is locked to light blue. I installed the drivers and had a play, and I have noticed that it cannot display some colours properly.

When the laptop first booted up with the drivers uninstalled, this is what I saw:


I thought that the backlight is set to Dark Blue fading to Light Blue by default in the absence of no drivers, but when I installed the drivers I saw that the program showed the keyboard set to all dark blue, but the right side was showing as Light Blue.

Whenever I try and turn off the backlight or even set the backlight to one of the dancing, tempo, etc effects, the right hand side stays Green, even though the backlight is set to off, this is also the case if I set the right side to the colour black:


The problem is also evident if I try and choose a different colour for that side of the keyboard, for example, red shows as yellow, and pink shows as white.


How do I fix this? I have waited ages for my laptop to arrive, and now it has, I would hate to have to send it back just to have the chassis changed,

Help!?

 

[Bishybarnybee]

Sound like the driver either didn't install properly or has got itself a bit confused.

Try uninstalling and deleting the driver, rebooting then re installing and see if that helps.

 

[radiocaf]

I have tried that, and I don't believe the driver to be a problem, not only from re-installing it three times now, but from the fact that when the driver is uninstalled, the keyboard should revert to dark blue, but I'm getting dark blue in two zones, and light blue in the right hand zone. I really don't want to give up my new toy but with how much I've spent I would like to have it in perfect condition. I don't blame PC Specialist, because I doubt testing keyboard backlighting is on their testing agendas, but I can't see any other way than sending my laptop back to them and ending up without it for 2-7 days .

Even when booting up, so the drivers won't be loaded, the same problem occurs.

 

[Bishybarnybee]

Suggest you give PCS Tech Support a call tomorrow morning when they are open (find the number on the Contact Us link from the main site home page).
You can check how busy they are from the "View Waiting Times" link beside the phone numbers.

They will be able to advise (and talk you through as needed) if there is anything else you can do/try to avoid an RMA.

I have always found them very friendly and helpful.

 

[Gabor]

If it comes to replacing the keyboard and PCS are prepared to send you a new part then you can replace it yourself if you have some manual dexterity. If not then send it back to them.

The plastic cover above the keyboard (with the lights on it) is easy to remove with your hand, just pop it up with your fingers/nails starting on the right side. Avoid using tools because they can mark the plastic. You can then undo a few screws holding the keyboard and disconnect a ribbon cable. Be careful not to scratch any other panels or the screen, cover things up.

Search for your model's service manual online, it has photos on how to do it.

 

[radiocaf]

Oh right, is it that easy? I hope that is an option they give me, but I can't help but think because the problem is with the backlighting that it'll be the whole chassis that needs replacing. Here's hoping, ey?

 

[gaaron]

Hi radiocaf, I only received my Vortex a few days ago & hadn't gotten round to 'looking at the keyboard lights', beyond turning them on & off. I have just had a try & all seems well at my end. Good luck

 

[radiocaf]

Hi radiocaf, I only received my Vortex a few days ago & hadn't gotten round to 'looking at the keyboard lights', beyond turning them on & off. I have just had a try & all seems well at my end. Good luck

Want to be a good samaritan and send me your keyboard? lol. And thank you!

 

[radiocaf]

For anyone who may be experiencing this problem or will have this problem and find this thread, I will update you all. I have been on to Technical Support on the phone and the guy (I didn't take a name) was really helpful and knew exactly what I was talking about (unlike many customer supports who read from scripts.) Although I believe this to be a technical fault and both me and the agent agreed it's strange, he is going to email me the latest driver PC Specialist have to try, if that doesn't work, I just let him know and I will be receiving a replacement keyboard to fit myself. You can not get a better result than that, I believe. I don't need to part with my new toy (at the moment, who knows what is the cause of the problem until we solve it) and I should, all being well, have my laptop backlight working perfectly, should a replacement keyboard or driver be the solution.

EDIT: I had received the updated drivers (I had 8.0118 and the ones I received were 8.0132) and installed them, but kept receiving a Java Runtime error from the .NET Framework, thus the drivers were not working due to this error. I am now waiting on Jack's reply to my email to see where we go from here. I don't know if he will send me a different driver or replace the keyboard at this point.

EDIT 2: So while typing the above edit, Jack replied asking me to update the .NET Framework, but I believe I am up to date on that, but I am now waiting for his reply to see if he can suggest anything to try to update my .NET Framework, because the methods I tried just tell me that I'm up to date or that no update is available.

 

[gaaron]

And thank you!

Your welcome I hope all has been resolved since your post this morning. It's good to hear about good customer service.

 

[radiocaf]

Another update for you guys, Jack has now determined that a replacement keyboard is the next step, and will be shipping one out to me on Monday to arrive Tuesday. Really can not knock the service I am receiving, I can see why you all rave about it now. This is a late update from yesterday evening.

 

[radiocaf]

Another update, Jack didn't receive my email so the dispatch has been delayed until tomorrow, so come thursday I should have the new working keyboard. I've done a dummy run of disassembling my current keyboard (except the ribbon cables, that's a fight left for the real thing) and after some difficulty (because I didn't want to pull too hard to get the keyboard off) I have finally managed that. Now we play the waiting game.

 

[gaaron]

Good luck

 

[h3rky]

strange enough - my keyboard backlight isn't working either (p370sm3). are you on win8 or win7 radiocaf?

installing and upgrading .NET 4.5 solved the .NET error for me, but my backlight won't react to whatever input combination (FN+ keys, Hotkey settings) I try. The keyboard backlight seems to be a common source for trouble on these machines ... :-(

greets

 

[radiocaf]

Update: My new keyboard came, it turned out that the problem appeared to be caused by the ribbon cable that controls the LEDs was seated improperly (although it seemed perfect.) I accepted the replacement either way just in case, but I had a play with the ribbon cable and it worked perfectly afterwards. I now have the new keyboard all installed and the problem is solved. Can't ask for better than that.

strange enough - my keyboard backlight isn't working either (p370sm3). are you on win8 or win7 radiocaf?

installing and upgrading .NET 4.5 solved the .NET error for me, but my backlight won't react to whatever input combination (FN+ keys, Hotkey settings) I try. The keyboard backlight seems to be a common source for trouble on these machines ... :-(

greets

Have you installed the Hotkey driver? I take it you have as you mentioned the .NET error I got from the driver. I am on Windows 8.1.