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    GX63VR-74F per key backlight problem

    Discussion in 'MSI' started by arenaboy007, Feb 21, 2018.

  1. arenaboy007

    arenaboy007 Notebook Geek

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    I got this brand new laptop from Newegg for a really good price. Everything's perfectly functional, until I started running the RGB backlight. It's not obvious, but it's there, specifically the fn, windows, and slash key above enter. Whenever I run horizontal wave all three keys seem to cycle their own colors, or is not in sync. When I select vertical up/down only the slash key behave differently. Is there a firmware I can install to fix this?
     
    arenaboy007, Feb 21, 2018
    #1
  2. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Can you take a picture of this symptom?
     
    Kevin@GenTechPC, Feb 22, 2018
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  3. arenaboy007

    arenaboy007 Notebook Geek

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    [​IMG] [​IMG] [​IMG]
    They switch colors too, just not at the same time with the rest
     
    arenaboy007, Feb 22, 2018
    #3
  4. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Kevin@GenTechPC, Feb 22, 2018
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  5. arenaboy007

    arenaboy007 Notebook Geek

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    arenaboy007, Feb 22, 2018
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  6. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Your pictures were not attached successfully. Can you try to paste them into the post again? Please wait until the post is showing your images before you click on Post Reply, thanks. :)
     
    Kevin@GenTechPC, Feb 22, 2018
    #6
  7. arenaboy007

    arenaboy007 Notebook Geek

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    Last edited: Feb 22, 2018
    arenaboy007, Feb 22, 2018
    #7
  8. arenaboy007

    arenaboy007 Notebook Geek

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    Sorry for making such a simple thing complicated. I can't just upload photos online, and my internet access is restricted due to the way internet is setup here at work. But if you have trouble viewing let me know.
     
    arenaboy007, Feb 22, 2018
    #8
  9. senso

    senso Notebook Deity

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    Change the permission to public or you gonna get bombarded with permission requests.
     
    senso, Feb 22, 2018
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  10. arenaboy007

    arenaboy007 Notebook Geek

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    Finally! As you guys notice, the slash key the LED on the left is runs behind the rest of the keyboard, same goes for the fn and windows key. No need to open it on google drive @Kevin@GenTechPC

    [​IMG] [​IMG] [​IMG]
     
    arenaboy007, Feb 22, 2018
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  11. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Have you checked with MSI tech support on this issue? Sometimes they have a firmware for the keyboard but not posted online.
     
    Kevin@GenTechPC, Feb 22, 2018
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  12. arenaboy007

    arenaboy007 Notebook Geek

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    Yes, currently waiting for their reply
     
    arenaboy007, Feb 23, 2018
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  13. arenaboy007

    arenaboy007 Notebook Geek

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    arenaboy007, Feb 25, 2018
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  14. arenaboy007

    arenaboy007 Notebook Geek

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    Update: I ran PrismSync, and it seemed to have fixed The fn and windows key. The backslash key however is still the same.
    Here is a video of the keybaord. The msi support only told me ot update the sse3 so far. Hasn't fully solved the issue.

    https://photos.app.goo.gl/9Lkq8dBYNvc0748J3
     
    arenaboy007, Feb 26, 2018
    #13
  15. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Might be design limitation so not sure if they can really fix it or not. Is anyone else has the same issue?
     
    Kevin@GenTechPC, Feb 27, 2018
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  16. arenaboy007

    arenaboy007 Notebook Geek

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    I hope it's really a limitation of the key, but I have a strong feeling it is a defective one. At least in a sense that it's timing is off, but not dead. Anyone else can confirm they have this behavior?
     
    arenaboy007, Feb 27, 2018
    #15
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  17. arenaboy007

    arenaboy007 Notebook Geek

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    @Kevin@GenTechPC what do you think about rolling back bios or ec firmware? You think it may fix this?
     
    arenaboy007, Feb 28, 2018
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  18. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    I doubt it, but it doesn't hurt to try.
     
    Kevin@GenTechPC, Feb 28, 2018
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  19. arenaboy007

    arenaboy007 Notebook Geek

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    Can you retrieve an older version of the BIOS and EC fw? If not, I'll bring it up to the support :)
     
    arenaboy007, Feb 28, 2018
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  20. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Kevin@GenTechPC, Feb 28, 2018
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  21. arenaboy007

    arenaboy007 Notebook Geek

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    @Kevin@GenTechPC Hi Kevin! Is it possible for you to confirm that the backslash led lights up that way? The msi tech that working on my laptop, insists that the backslash key lights up in that manner?

    Edit: he also had comparison units(GE63VR and a GE73VR) to cross check the issue, and claims it has been consistent. I hope MSI looks into this issue that is common at least with the raider line-up. It's frustrating that a keyboard replacement didn't completely solved the problem. It did fix the window and fn key, so credit is given.
     
    Last edited: Mar 6, 2018
    arenaboy007, Mar 6, 2018
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  22. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Okay, then it is the same design limitation as before, because of the LED underneath the key.
    I was surprised to see this in existence even now.
     
    Kevin@GenTechPC, Mar 6, 2018
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  23. arenaboy007

    arenaboy007 Notebook Geek

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    I confirmed this after observing videos of youtubers showcasing the laptop.
    Anyhow, at least the fn and windows key where fixed.

    On a side note, what bothered me about this service experience is the technician left some scuffs on the bottom panel of the laptop. I will eventually cover this with a skin, but this made me discouraged that I got a defect fixed only to get it back with additional scuffs. *sighs* :(
     
    arenaboy007, Mar 6, 2018
    #22
  24. Kevin@GenTechPC

    Kevin@GenTechPC Company Representative

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    Good and bad news, good to hear that key issues were fixed and seems you had received your system back fast, and sucks that you have to suffer with scratches though.
     
    Kevin@GenTechPC, Mar 6, 2018
    #23
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