Keyboard backlight is not working anymore after sending to service center

  1. System: Windows 10 Home 64bit
  2. Battery or AC: both
  3. Model: Zenbook 15 UX534FTC
  4. Frequency of occurrence:
  5. Reset OS: No
  6. Screenshot or video: No

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Detailed description:

I sent my laptop to service center for camera issue where they replaced the entire screen for it. Camera is now working fine, but I just noticed few days after that keyboard backlight is not working anymore! I was able to use earlier though.

F7 button itself is working fine, and registered with Windows; but when I use it with fn button to control keyboard backlight it doesn't work at all!

I tried other buttons (F1 -> F12) with fn button, and all hotkey functions are working fine except F7 (backlight).

I installed latest BIOS (version 306), and latest version of ASUS System Control Interface V2 (V2.2.35.0); and still didn't fix the issue.

I hope there will be a fix without the need to do another reset or going to service center again!

Comments

  • Hello elsafty,

    I'm really sorry about this.

    Please kindly send your device to service center to check for the hardware cable.

    Thank you.

  • @Blake_ASUS I understood from service center engineer that changing screen/camera doesn't open laptop and touch keyboard cables! Weird, but it is the message I got; which means I will have to wait 3 more weeks to get spare part if it is a HW issue again!!!

    I think I have to reset it and see if it works before I send it. Or you think it won't change anything?

  • Hello elsafty,

    Well... we don't know if the backlight issue is a new one or related to the repair.

    Of course you may try reset, as it is also necessary to do that before sending to repair center.

    But all other function key are working for you...so I am suspecting hardware issue more.

    Thank you.

  • ejsteinejstein Level 1
    edited February 19

    I had the same issue!

    Recently got my zenbook duo back from the repair center for a warranty issue on my display. the display works great and everything is fine, but my only one hotkey F7 doesnt work to illuminate the backlit/backlight keyboard as it used to do before sending. I need my keys lit so I can type better and cleaner in the dark, hence my typing now lol. Please fix! no I dont have the extended warranty bc I just used it on the screen repair. yes i tried all the updates, this is sooo annoying. who is this guy jacking up our one hotkey and is it done out of spite for the other repair to get us to buy the extended warranty? honestly the new zenbook duo with tilting screen came out which I would rather have than this non tilting second screen so Id rather put my 200 bucks towards that future purchase instead of 3 more years with this zenbook ux481FL i just got a few months ago that already seems to be a dinosaur with the new line just being released, smh.

  • This has got to be a software issue. There are at least three cases now of this happening after RMA. I'm willing to bet it happens to anyone who does a reset. There's got to be some driver that is missing from the Asus downloads. Anyone willing to do a Windows reset and confirm?

  • Yep. did that too! triple checked after reset for the updates etc... F7 still does not work (as my hotkey to turn on the keyboard lights). All the other hotkeys work as normal. my F7 key used to work before the RMA service i sent it in for, now this. (p.s. is there any other way to turn on my keyboard back lights?).

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