m17 R5, audio mute key not working

Mine started doing the same after a recent 'support assist' update. You can still mute audio using the windows mixer, and this turns the key to white as expected, but the key itself no longer works.

I've been told it was due to the bios update, but as it's not possible to roll this back there isn't a fix.

This also happened to me and agree with blackpudding.  Updated my software Sunday I think using Support Assist and this included a bios update.  Mute key only key on Alienware 17 R5 AMD that no longer works.

I have the same problem and support wanted to send a tech out but I am certain it had to do with that support assist update which included the bios update. We removed all keyboard drivers and reinstalled and even redid the bios update but no change. I guess I will just wait for the next update hopefully that fixes it. 

Same problem after Alienware Command Center 6.x update on Alienware M15 R7.

@Dhjab​ the same case with my laptop.

Hi all,

I wanted to inform you that I have escalated this matter to the relevant team, and I'll keep you updated on any developments regarding this topic as soon as I receive feedback from them.

@DELL-Nat M​ 

Good morning, Thanks for the report. I completely uninstalled Alienware CC, I also reinstalled my Realtek and Nvidia audio drivers but the problem remains the same. The key still doesn't work...

I also have the same problem, it happens since i updated the CCx6

I have also another problem which is “peep” 

whenever i open any window or doing any activity i get peep sound i dont know why 

I am facing the same problem since the update came.....I asked for help via dell assist, they came and changed the whole keyboard layout but still nothing happened.

So they decided to change another part this time they changed the daughter board, and then it started working but guess what now the alien FX was malfunctioning, so I contacted them again and then they updated my ALIENWARE CC, now the alien FX starting working, but then the mute key stopped working again....guess this is all a software problem.....either alienware cc or BIOS update....mostly alienware CC.

I am an  Alienware m17 R5 AMD User.. Facing the same issue after update of the latest version  of Command Centre (6x)..the mute switch stopped working , mic switch is perfectly fine....I tried re installing windows and all the drivers, downgrading to win 10 yet no change occurred. the problem still persists.. First i thought it was some hardware issue , later I found that while muting the sound in volume mixer the light turns on. But not manually. So i thought of update issue and there was not any patch to it.

I guess it Started from 26th of march and there.

Kindly help @DELL-Nat M 

This is a strange problem...

The mute button worked perfectly until I updated Alienware CC to version 6.2.7.

So I went back to version 5.6.1 by performing a clean uninstallation (using this link : here). But it looks like the damage was done... The button no longer works!

@Sijo_thomas​ If you have completely reinstalled Windows and the problem persists, I don't see where it could come from!

Same issue. This has caused massive problems for my computer since the update.