ASUS Zephyrus M (GU502GU) Keyboard Issue : driver gets uninstalled automatically
sayantan.majee24
Level 1
- 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
- Screenshot or video: Provided
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Detailed description：
Hello ASUS, I have bought this laptop in November 2019 .
ISSUE :
my integrated laptop keyboard is not working after I log into windows but the keyboard is working fine in boot, UEFI or in safe mode. the system automatically uninstalling the following driver:
in human interface devices section : ALL USB DRIVER
in keyboard section : HID KEYBOARD DRIVERS keeping PC/AT Enhanced PS/2 keyboard(101/102-Key) installed.
In ARMOURY CRATE the keyboard is not detecting
The bellow snap is when the driver is fine. Keyboard is working fine.(AS SOON AS I LOGGED IN)
Now as soon as I log into the system. after some time the driver were uninstalled automatically.
SOLUTION TRIED :
- Uninstalled all the keyboard driver and human interface USB related driver(both in normal and safe mode)
- Reset the system(using OEM recovery)
- Wiped the SSD and re install the OS using external bootable USB driver
- Tried plenty of Diver updater software to update the keyboard drivers
- Tried uninstalling drivers while keeping only windows service enabled.
- Also tried to uninstall all driver after running "set devmgr_show_nonpresent_devices=1" command in CMD Promt.
NOTHING WORKED. PLEASE HELP.
QUESTIONS :
- why isn't there any keyboard driver in Human Interface Devices section ?
- What would be the possible fix for this issue?
1
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Comments
I'm also facing the same issue. Any help here is really appreciated.
have you tried my sollutions?
Hello sayantan.majee24,
When did this happened? After any update or modification?
Have you updated BIOS?
Thank you.
Are you using the default Microsoft Keyboard drivers?
This thing is happening since 2 month. Yes I have updated BIOS. i have tried to roll back to older one..but nothing is fixing my problem..and also asus customer care is not caring about customers. They are just ignoring issue what I am facing
nope.. I have use ps2 keyboard which is ASUS recommended.
This issue keep coming back after some time. Every time I have to uninstall PS2 keyboard device and reboot. This is very frustrating, lots of my time is getting wasted in this. I have also updated BIOS and tried some things as mentioned in this post, unfortunately nothing is helping. Error that I saw in HID keyboard device: "Currently, this hardware device is not connected to the computer. (Code 45)"
Hello sayantan.majee24 & manipalsingh013,
So the original keyboard is working fine?
May I have the brand and model of your integrated keyboard?
Have you tried other keyboard?
Thank you.
I have tried usb keyboard .those are working fine, the problem is in the integrated keyboard. Model is mentioned in the title
Hello sayantan.majee24
I see, sorry that I was confused about the word "integrated laptop keyboard", as it is not a common description for the original built-in keyboard.
Anyway, have you try to use any other external keyboard?
Please kindly send your device to service center for further examination.
Thank you.
@Blake_ASUS @sayantan.majee24 i also have the same model and have been getting the same keyboard issue for last 1.5 - 2 months. I have an error in the device manager under the USB controller section by the name of Unknown USB Device(Device Descriptor Request Failed). I tried to uninstall this specific driver and restart but nothing fixes. But if i uninstall the intel usb 3.1 extensible host controller -1.10 (Microsoft), the problematic driver also uninstalls itself. After restarting the laptop sometimes the keyboard works for 1-2 minutes before going unresponsive. I have installed all the updates and bios fixes from the windows update amd myasus app. Please help
Hello kemp23,
Please kindly send your device to service center for further examination.
Thank you very much.