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Keyboard backlight not working after RMA service

realstephenbair
Star III

‎01-31-2021 09:50 PM - last edited on ‎01-16-2024 02:05 AM by Community Manager

System: ZenBook Pro Duo
Battery or AC: Either
Model: UX581GV
Frequency of occurrence: Always
Reset OS: Yes
Screenshot or video:
========================
Detailed description：
After sending my laptop in for RMA service (which took a month) because the battery died after six months, the keyboard backlight does not work. I have tried EVERYTHING. I'm on the latest BIOS, I've reset BIOS defaults, reset Windows, tried different version of System Control Interface V2 and ScreenPad drivers. I took the case apart to confirm that the keyboard backlight ribbon cable is connected to the motherboard (it was). All other hotkeys work, and the F7 key works in a test program. There is no on-screen popup when I press (Fn+)F7 to adjust the backlight (I'm pretty sure there used to be). It seems like this has to be a software issue, but I've tried ALL possible drivers, and this definitely worked before the RMA. Can anyone confirm whether I should see an on-screen popup when trying to adjust the keyboard backlight? I do not want to send this in for repair again and be without the laptop for another month.
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18 REPLIES 18

Blake_ASUS
Community Legend II

‎01-31-2021 11:19 PM

Hello Stephen,
Well...it seems more like a hardware issue to me, as all other function key is working for you.
And you have done all the troubleshooting for the software part.
It need more cross check to see if the cable is really working.
There should be a pop up on the screen when adjusting the keyboard backlight.
I'm really sorry that I would suggest you to send the device back to the service center.
Thank you so much.
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realstephenbair
Star III

‎02-01-2021 05:31 AM

@Blake_ASUS , thanks for the response. If the keys all work, and there should be a pop-up on screen, then doesn't that suggest it's a software issue? Can you attach a photo of the on-screen pop-up? This would really help me rule out a hardware problem.
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Liviu
Rising Star II

‎02-01-2021 09:38 AM

screenshot-2021-02-01-193800.png
It should look something like this.
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realstephenbair
Star III

‎02-01-2021 10:03 AM

Liviu

screenshot-2021-02-01-193800.png

It should look something like this.


View post
Thank you. Is that from a ZenBook Pro Duo (UX581GV)?
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