Received notebook from service, keyboard backlight now doesn't work, Windows licence downgraded

DavidK7DavidK7 Level 1
edited January 2021 in ZenBook
  1. System: Zenbook 14
  2. Battery or AC: both
  3. Model: UM425
  4. Frequency of occurrence: Doesn't work at all
  5. Reset OS: Yes
  6. Screenshot or video:

Detailed description:

I sent my machine for RMA due to some issues, but those didn't show up in the service center and it was sent back untouched. I received the laptop, did a factory reset and set everything up. Now I noticed 2 issues that weren't there when I sent it in. First, the keyboard backlight does not work at all. At all. The F7 key works fine, is registered by windows and all, but it doesn't turn the backlight on or change it (see video).

Also, I bought the notebook with Windows 10 Pro and got it back with Windows 10 Home. How is that possible?

I need the machine to be fully working by monday and now it's worse than before I sent it for service initially.

Thanks for any help


  • Hello DavidK7,

    Please kindly provide your SN or RMA number to me in the PM I send you.

    Thank you.

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