Backlit Keyboard Not Working After BIOS Update

[ThunderBuddy01]

Hello! I have an Intel Whitebook model LAPQC71A, and I installed Bios update 0138 in Late July, and the backlit keyboard all of a sudden stopped working. I've been having this issue for a while now, and it's starting to frustrate me as I need the backlit keyboard to see where I'm typing and what keys I'm pressing, especially when using the computer at night. I would love to get some help with this as this is a crucial feature of my laptop that I need to have working.

I've tried using the function keys, and I've tried restarting the laptop over and over again. Both of those have presented no working solution. 

Thanks! 

[AlHill]

I  just updated to 0138 on a LAPQC71C without issue.

Doc (not an Intel employee or contractor)
[Windows 11 is the new Vista]

[Stewart79]

Make sure the Keyboard backlit option is enabled in the BIOS. With the computer powered off, press the power button. ... Note: If Keyboard Illumination is not an option, your computer does not have a backlit keyboard. Depending on the version of the BIOS on your computer, you may have different options.

[ThunderBuddy01]

Where would the option be? And the issue is the backlit keyboard used to work before the update, so I don’t know if it’s a loose cable or if it’s something else

[Alberto_R_Intel]

ThunderBuddy01, Thank you for posting in the Intel® Communities Support.

I just wanted to check if the issue with the backlight keyboard persists and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[ThunderBuddy01]

Hi Albert, yes, I still need help with the backlight on the keyboard. I've tried the BIOS recovery method and it did not fix the issue. However when I was sent to the menu after removing the security jumper, that was when I noticed the keyboard starting to work. I'm not sure on what else I can do.

[Alberto_R_Intel]

Hi ThunderBuddy01, Thank you very much for providing that information.

Just to confirm "that was when he noticed the keyboard starting to work", so it is working now, correct?

If the issue persists:

Is this a new computer?

When did you purchase it?

Did you make any recent hardware/software changes besides the BIOS update?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[ThunderBuddy01]

When I mentioned "the keyboard starting to work," the keyboard only lit up when I was in the menu where I was prompted to select an option pertaining to the bios after removing the jumper. When I load into the operating system (Windows 10 21H1), the keyboard does not stay lit up.

This problem has happened in many different environments, both work and home. The log file is attached below. 

Aside from the Bios update (which after the recovery it's now bios 0140), I did not make any changes; I briefly ran Windows 11's beta builds, but I had reverted back to 10 since it was unstable. 

I purchased the computer in December 2020, brand new, off of Newegg's website. 

[Alberto_R_Intel]

ThunderBuddy01, Thank you very much for sharing those details and the SSU report.

We will do further research on this matter in order to try to find a possible solution for this scenario, as soon as I get any updates I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ThunderBuddy01, I just received an update on this matter.

Based on the guide provided in the link below, page 13, are you able to enter the key combination FN + F7? It could be that the brightness is low, so it just needs to be brought up again. Once you get the chance, please let us know the results:

https://www.intel.com/content/dam/support/us/en/documents/laptops/whitebook/Intel-Whitebook-Quick-Start-Guide.pdf

Regards,

Albert R.

Intel Customer Support Technician

[ThunderBuddy01]

I have tried pressing Fn + F7. I unfortunately have not had any success.

[Ronny_G_Intel · Accepted solution]

Hi @ThunderBuddy01 

I would recommend that you make sure that the Control Center for the Intel® NUC 9 Extreme Laptop Kits is setup correctly. I am attaching a picture of the 4 items that must be set for the backlight to work.

If that doesn't work and after all the troubleshooting that you have tried, I can't think of anything else. Checking with the place of purchase for options and probably product replacement would be the last resource.

Regards,

Ronny G

[Konstantin4]

Ronny_G_Intel,

I have the same problem: after updating (which happened automatically) the backlight of my keyboard on my new laptop Intel Whitebook LAPQC71B stopped working.

Unfortunately, I cannot use your method, because I cannot find Control Center for the Intel NUC 9 ...

Should it be already installed, or I have to install it? Could you give me the link?

Thank you.

[JFB_Laptop]

Here you go: https://www.intel.com/content/www/us/en/download/19586/control-center-for-the-intel-nuc-9-extreme-laptop-kits.html

[ThunderBuddy01]

Thank you so much Ronny! I don't think I've had a bigger smile on my face when I saw the lights light up again!
I also discovered a lot of other cool things I could do with the keyboard like setting it to a rainbow effect. I don't know how I didn't discover this tool sooner! Thank you so much again for your help!

[Ronny_G_Intel]

Hi... I am very happy to hear that it worked! I super appreciate your feedback and the Kudos!

Regards,

Ronny G

[JFB_Laptop]

Hi, I've had the same problem with keyboard backlights deactivating after BIOS update (on a LAPQC71D) that was partially fixed by installing Control Center as Ronny suggested. The backlights are back on, but the Control Center software itself immediately closes after I launch it so I can't control anything. I've tried both version 2.2.0.20 and 2.2.0.21. Any suggestions? Thanks.

[Ronny_G_Intel]

Can you run the Intel SSU and attach the log file to this community? Here is the URL https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html 

BIOS 0138 is supposed to fix this problem, we may be experiencing a regression issue if you updated to BIOS 0140 and the issue re-appeared.

Regards,

Ronny G

[Ronny_G_Intel]

I just realized that the internal case number created for this issue is "closed final" and cannot be reworked.

Can you please create a new community post so that a new case number is created and then we can properly follow up on this issue?

Thanks,

Ronny G

[JFB_Laptop]

Thanks Ronny, will do here you go: https://community.intel.com/t5/Intel-NUCs/BIOS-140-on-LAPQC17D-deactivates-keyboard-backlights-and-Control/m-p/1322102/highlight/true#M86360