Control centre Backlit keyboard, Flexikey and Fan speed control not working

[abbasynia]

Hi,

I have been talking with PCSpecialist support and have been told to fill out an RMA and pay to have the laptop sent back and fixed.

The issue I'm having is that my backlit keyboard is not working. It only works when I completely shutdown the laptop (not restart) and then start the laptop again. The backlick keyboard goes through the RGB colors then settles on blue. I cannot control it at all with the FN and number pad buttons. After some time, maybe 20 mins or so, the backlit keyboard just stops working.

On the control centre, when I press LED Keyboard, it just shows a loading spinner and then nothing loads, same goes for Flexikey and FAN Speed Control, however these 2 buttons have never worked. The LED Keyboard issue is new and is fairly important to me. I have installed all latest Windows updates, so I'm not sure if this is related to the issue. I have seen that crash dump files are created after I click these buttons, I'm not sure how to read these dump files though and I have sent them to PCSpecialist who seem to have not commented on them either.

PCSpecialist have asked me to download the latest Clevo drivers from the site which I have done and it hasn't made a difference.

I want to know if anyone has this problem currently, or has had this problem and any idea on how to fix it as I really don't want to send the laptop back and wait for a repair because it is essential for my work.

These are my laptop specs

Chassis & Display
Optimus Series: 15.6" Matte Full HD 120Hz 45% NTSC LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i7 Six Core Processor 10750H (2.6GHz, 5GHz Turbo)
Memory (RAM)
32GB Corsair 2666MHz SODIMM DDR4 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 2060 - 6.0GB GDDR6 Video RAM - DirectX® 12.1
1st Storage Drive
2TB PCS 2.5" SSD, SATA 6 Gb (520MB/R, 470MB/W)
Memory Card Reader
Integrated 6 in 1 Card Reader (SD /Mini SD/ SDHC / SDXC / MMC / RSMMC)
AC Adaptor
1 x 180W AC Adaptor
Power Cable
1 x 1 Metre Cloverleaf UK Power Cable
Battery
Optimus Series Detachable Lithium Ion Battery
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card
2 Channel High Def. Audio + SoundBlaster™ Cinema
Wireless/Wired Networking
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options
1 x USB 3.2 PORT (Type C) + 2 x USB 3.2 PORTS + 1 x USB 2.0 PORT
Keyboard Language
MULTI COLOUR BACKLIT UK KEYBOARD

 

[FerrariVie]

It for sure is a problem with Control Centre... Have you tried uninstalling and installing it again? Not just trying to update it with a newer version, but removing it first.

 

[ubuysa]

If you upload the dumps to the cloud somewhere (One Drive, Google Drive, Dropbox etc.) and post a link to them here, I'll gladly take a look at them for you.

 

[mrlip]

What version of CCC are you using? Is the clevo service running if you check on process in task manager? Off the top of my head I think it’s called ClevoService.exe

 

[SpyderTracks]

That laptop isn't a clevo laptop, so having control center or flexikey is going to cause a lot of problems, you need to uninstall those.

You need to log into your main PCS account and give a screenshot of what drivers are available.

The laptop is a TongFang GK5MR0O

You’ll need to do a fresh install of windows as the drivers will be all mangled.

Did you buy with or without windows?

 

[mrlip]

Oops didn’t even notice it was an Optimus!!

 

[abbasynia]

That laptop isn't a clevo laptop, so having control center or flexikey is going to cause a lot of problems, you need to uninstall those.

You need to log into your main PCS account and give a screenshot of what drivers are available.

The laptop is a TongFang GK5MR0O

You’ll need to do a fresh install of windows as the drivers will be all mangled.

Did you buy with or without windows?

Thanks for the responses everyone. I was not aware about the laptop being TongFang, I have a Clevo label on the backside of my laptop and I was instructed by the PCSpecialist team the following to fix this, so this is definitely a surprise to me,

Please download the latest Control Centre software for your system from the following link https://www.clevo.com.tw/en/e-services/download/ftpOut.asp?Lmodel=NHxxDDx_DCx&ltype=9&submit=+GO+

I didn't buy with Windows, I was planning on installing my own version, although it did come with Windows installed already, it seems it is activated through some digital license attributed to my Microsoft account.

Here is the screenshot of what drivers I can download from my account page.

 

[abbasynia]

If you upload the dumps to the cloud somewhere (One Drive, Google Drive, Dropbox etc.) and post a link to them here, I'll gladly take a look at them for you.

That is very kind of you thank you!, here is a link I have uploaded it to https://drive.google.com/file/d/1k3uIf3arvJqoOKof51H0XGKVgADDgvCk/view?usp=sharing

 

[ubuysa]

I didn't buy with Windows, I was planning on installing my own version, although it did come with Windows installed already, it seems it is activated through some digital license attributed to my Microsoft account.

IMO that is your problem. Activating the testing system is known to cause problems, there are tons of threads on here reporting silly problems after activating the testing system. If you buy with no-OS then you really must clean install your own copy. You have no idea whether that testing system is complete or fully configured, it's only there to provide a platform for PCS to run their soak test.

The dump you uploaded is incomplete for some reason, although it's clear that the failing module was LedKeyboardSetting.exe with a path of C:\Program Files\WindowsApps\CLEVOCO.LedKeyboardSetting_2.9.1.0_x64__6h6z29zh29qx0\CC\LedKeyboardSetting.exe.

That's clearly some Clevo software, probably Gaming Center (or Control Centre or whatever they call it now). I can't guarantee that it's a conflict between the Windows test system and the Clevo software but I can absolutely tell you that before you even think about an RMA (for what looks from here to be a software issue) you really MUST clean install your own copy of Windows.

When you do that, run Windows Update repeatedly to install all drivers - you may need to cable connect to your router to do that, some wireless cards don't play well with the basic Windows wireless drivers. It's wise to download and install the very latest graphics driver from the Nvidia website because these change so often that the Windows Update libraries don't always have the latest copy. FInally, go to the Clevo download site and download the latest Gaming/Control Center for your Clevo model number and install that.

TBH it makes no sense to RMA a laptop bought with no-OS until you have installed your own OS.

 

[FerrariVie]

Guys, his chassis could be a clevo indeed. Remember that PCS has those weird names and I don't know why they have 2 chassis called OPTIMUS, one being clevo and the other tongfang. Looking on his download page, it does indeed look like a clevo chassis.

I agree with @ubuysa , try a clean windows installation, then install those drivers on the order that they appear on the downloads page. If that still doesn't work, since it's a clevo we also have some alternatives to control center, so we could try that to at least rule out hardware problems and hopefully avoid an RMA

 

[SpyderTracks]

Guys, his chassis could be a clevo indeed. Remember that PCS has those weird names and I don't know why they have 2 chassis called OPTIMUS, one being clevo and the other tongfang. Looking on his download page, it does indeed look like a clevo chassis.

The optimus isn't a clevo chassis, period. If the user does in fact have a clevo chassis, it's because he's been allocated the wrong unit and it needs to be returned. There are two model numbers for the Optimus as one is an Intel build number and one is an AMD chassis number, but they're both TongFang.

If in fact it is labelled as a TongFang on the label, then it suggests the wrong drivers have been uploaded to the users account.

Thanks for the responses everyone. I was not aware about the laptop being TongFang, I have a Clevo label on the backside of my laptop and I was instructed by the PCSpecialist team the following to fix this, so this is definitely a surprise to me,

Can you upload a photo of the clevo label?

 

[ubuysa]

The optimus isn't a clevo chassis, period. If the user does in fact have a clevo chassis, it's because he's been allocated the wrong unit and it needs to be returned. There are two model numbers for the Optimus as one is an Intel build number and one is an AMD chassis number, but they're both TongFang.

If in fact it is labelled as a TongFang on the label, then it suggests the wrong drivers have been uploaded to the users account.

I would agree. The dump most certainly shows the failing module (LedKeyboardSetting.exe) being loaded from C:\Program Files\WindowsApps\CLEVOCO.LedKeyboardSetting_2.9.1.0_x64__6h6z29zh29qx0\CC\LedKeyboardSetting.exe and that's the Clevo Control Centre folder.....

 

[FerrariVie]

The optimus isn't a clevo chassis, period. If the user does in fact have a clevo chassis, it's because he's been allocated the wrong unit and it needs to be returned. There are two model numbers for the Optimus as one is an Intel build number and one is an AMD chassis number, but they're both TongFang.

If in fact it is labelled as a TongFang on the label, then it suggests the wrong drivers have been uploaded to the users account.

The chassis CLEVO NH55DCQ is the OPTIMUS XI, you might be confusing it with the OPTIMUS PRO, that is indeed a TongFang chassis. Both of them show up as "Optimus series" on the configurator

PCSPECIALIST - Clevo Laptops

See our range of 14, 15, 17 inch Clevo laptops for gaming. Customise your new Clevo laptop with PCSpecialist for the desired portable gaming system. Buy today your new custom Clevo laptop.

www.pcspecialist.ie

 

[SpyderTracks]

The chassis CLEVO NH55DCQ is the OPTIMUS XI, you might be confusing it with the OPTIMUS PRO, that is indeed a TongFang chassis. Both of them show up as "Optimus series" on the configurator

PCSPECIALIST - Clevo Laptops

See our range of 14, 15, 17 inch Clevo laptops for gaming. Customise your new Clevo laptop with PCSpecialist for the desired portable gaming system. Buy today your new custom Clevo laptop.

www.pcspecialist.ie

Yes, but the OP ordered the Optimus Pro, hence the 120Hz screen. so if he's received an Optimus XI, he's been given the wrong chassis and it needs to be returned.

 

[FerrariVie]

Yes, but the OP ordered the Optimus Pro, hence the 120Hz screen. so if he's received an Optimus XI, he's been given the wrong chassis and it needs to be returned.

Hahaha, something doesn't look right on his specs either!

I thought that the OP was talking about the clevo chassis because of the CPU: 10750H is available on the XI, while the PRO has a 10875H.

But the PRO indeed has a 120Hz and he mentioned 144Hz. Now I'm confused.

 

[SpyderTracks]

Hahaha, something doesn't look right on his specs either!

I thought that the OP was talking about the clevo chassis because of the CPU: 10750H is available on the XI, while the PRO has a 10875H.

But the PRO indeed has a 120Hz and he mentioned 144Hz. Now I'm confused.

It is certainly a quandary, there’s a mix up somewhere along the line!

 

[ubuysa]

@abbasynia please post a photograph of the manufacturer's label on the bottom of your laptop.

 

[abbasynia]

@abbasynia please post a photograph of the manufacturer's label on the bottom of your laptop.

Sure, here is the label at the back of my laptop.

 

[SpyderTracks]

Sure, here is the label at the back of my laptop.

So that is not an Optimus pro as per the specs you posted from your order page?

That is the Optimus xii I believe.

 

[abbasynia]

So that is not an Optimus pro as per the specs you posted from your order page?

I just copied and pasted what I had on my orders page, the specs such as the gpu, ssd, ram and cpu seem to be the same as what is in my orders page, so I assumed it is the correct order.