GT60-2OC - keyboard doesn't appear after restart and touchpad is missing from device manager

Hi ;D

Just wondering if any one can help me out?

I've got a 3 month old GT60 2OC and exactly a week ago the keyboard stopped working (the rest of the computer seems totally fine).

I tried to update the keyboard driver but this didn't change anything. (It said it was up to date).

I ran various virus/malware/spyware etc programs just in case - but nothing was detected apart from some tracking cookies.

Eventually I done a system restore which didn't change any thing. I then done a system reset and the keyboard started working again but only after I use "Shut down" - if I use "Restart" then the keyboard doesn't work.

Also the touchpad doesn't work at all (I was mainly using a USB Logitech mouse before but I'd like to be able to use my touchpad when I'm not near a desk!). It doesn't appear in the Device Manager (under "Mice and other pointing devices"). (I'm not totally sure if the touchpad stopped working when the keyboard did as I was using my USB mouse).
I uninstalled the Synaptics Pointing Device Driver and reinstalled it from the Utility Disc that came with the laptop but this didn't do anything.

For the record, the keyboard LEDs work ok, as do the shortcut buttons to the left and right of the Power button.
Fn and F3 (turn touchpad on/off) doesn't do a thing.

I have no idea what is going on!
Any one got any advice or ideas?

Thanks in advance
Martin

P.S - is it normal to hear an occasional "click" type of noise come from your laptop?
I'm not sure if its meant to make that noise or if somethings wrong - the system seems to run fine anyway but I'm kinda curious what the hell it is!
I've got a 750gb 7200rpm HDD and 2 64gb SSDs and Nvidia GTX 770M inside if that helps

 

The data cables could be not seated properly, or even faulty. Only way to check that though would be to either risk your warranty by opening the laptop, or send it to MSI while it's under warranty and have them service it.

I'm not sure why you're hearing a clicking noise, but it shouldn't really be making any noise apart from Windows/program sounds and the sound of the fans spinning.

 

Cheers for the reply!

I don't trust myself to open up the laptop - I'm not really a hardware DIY kinda guy - I'd probably mess something up!

MSI told me that if its a hardware problem then they'll fix it for free but if its a software problem then they'll charge me for it and also the pick up and return delivery costs too so I'm probably gonna send it back to Amazon and get a refund and buy another laptop. I've already got a return label from their online chat service.

Apparently the click noise is the mechanical HDD parking the drive's 'head' after a period of inactivity. I'm told it's very common.
Scared the hell outta me when I first heard it! Thought I had a duff HDD!

 

Are you in the US?
The NB is under warranty, they don't charge anything for any kind of repair work unless there's a physical damage. But never software.

 

Nah in England. I think the warranty terms must be different over here than in the US. It definitely stated in the email they sent me that they'd charge me if it was a software fault.
The fact that it went wrong after only 2 and a half months didn't really fill me with much confidence so I thought I'd just get a refund and buy a brand new laptop instead. I would've got a replacement sent but they'd sold out of my particular model/required specs. Maybe I'll wait for the new MSI laptops to come out. Maybe the GS Stealth or the updated GT60.

 

Last time I heard from someone in English, it's the same as the US.

 

Copied from the email MSI sent me:

WARRANTY INFORMATION:

Please also note that MSI warranty covers only hardware repairs therefore any software faults are not repaired under warranty and you will be charged for such repairs.

 

I don't see how it could be a software issue, after you've done a system restore, which would have overwritten any driver issues.

 

Me neither, but I read somewhere that using a USB mouse could potentially corrupt the touchpad drivers or registry entry so even a system restore won't work.

I didn't want to chance it and preferred to get a refund to buy a brand new laptop that would at least work for longer than 2 and a half months!

I was hoping that someone would've had some idea but unfortunately not =(

 

By "system restore", are we both talking about using the 4 recovery discs to go back to a factory Windows 8 install? Because that's what I'm talking about here, and that would have completely overwritten the registry, eliminating any chance that it's a software issue.

 

I used the setting in PC settings -> General -> Remove everything and install Windows (which takes it back to factory settings).

Would using the 4 or 5 (I can't remember of the top of my head how many I had to burn) self burnt recovery discs (done using Recovery Burn) do anything different?

 

If you have gone through system restore then you had done everything you could in your ability to troubleshoot and resolve the issue.
It's your right to get the system serviced under warranty, there's nothing to be afraid of.

 

Yes, this part is also factory reset.

 

Cool, cheers for confirming this

 

I'm not afraid! I'd just prefer to send it back to Amazon and have a brand new laptop and not one that doesn't go wrong after 2 and a half months =)

 

Kevin - Do you have any release dates for the new range of MSI laptops?

 

I will have Ken to answer your questions, thank you.

 

Ok cool thanks

 

They all pretty much in stock now except the GS series.

 

Cool, will have a look at your site =)
Any idea of release dates for the GS series? I quite like the GS60 Ghost and the GS70 Stealth

 

Sometime in April is what I've heard.

 

Ok cool, thanks for the info =)

 

I just bought an open box GT60-2OC from Amazon Warehouse Deals that is exhibiting the same symptoms. At the first Windows language selection screen, the touchpad would not work. I found a wireless mouse and was able to get started. Also noted that the keyboard will work after a shutdown, but not after a restart. I did reinstall the Synaptics driver from MSI, but it didn't help. I also tried the latest version from the Synaptics website, but it wouldn't install at all.
I just restored Windows and it is still doing the same thing. Going to send it back.

 

I wonder if you bought the one I just sent back!!
I found out that the keyboard worked after restart if you put the laptop to sleep then woke it back up again.
The latest Synaptics driver wouldn't install for me either.
The touchpad didn't even show up in the control panel.
I think I restored Windows about 3 times and nothing happened.
I really hope the new range of MSI laptops don't have any of these problems!

 

I wondered that, but I'm in the USA, didn't you say that you are in the UK? Also, if you had it for 2.5 months, you took great care of it, the one I received looked new. But otherwise, they were exhibiting the same problems!

 

Yeah I'm in England. Must've been a different one then. I suppose its good to know that someone else had a similar problem and that it wasn't just me messing up the computer with my tinkering or dumbness! I take good care of all my stuff, especially if it costs over £1000!! Hope you get your troubles sorted anyway!

 

My GT60-20C is doing the same thing. Six months old, I decided to flatten it and reinstall the OS onto a SSD. Now the keyboard will frequently go to sleep... sometimes after I log into Win 8.1 (keyboard works for login), sometimes after leaving the laptop alone for a while. Restart and shutdown brings back the keyboard. I think that it is a Windows problem, honestly.