I’m not sure I’m in the right place for this, but I’m really not sure where else to post.
I’ve been chatting with Framework Support in a thread for quite a while about an issue I’m having, and last they told me they were escalating my ticket and that I should hear back within a few business days. That was on July 19th 2026, and as of writing this post today (Aug 18th 2026) I haven’t heard back from them, even after sending 3 follow-up emails, and trying to submit a new support request 2 days ago (which I did receive an automated response from, but nothing more).
I’ve read through some of the other posts where others have had similar issues, and can confirm that I am not using a private email client (I am using Gmail), and I’ve checked my spam folder regularly just in case. It sounds like some others have had issues where Support was replying but for various reasons they weren’t making it through.
I have a hard time believing that Support would not have responded to me in 4 weeks, especially with the follow-up emails, so I am inclined to think something else must be happening.
Any suggestions or help is greatly appreciated, and I am happy to answer more questions to try and identify the issue.
They have said that unfortunately new messages will kick you back to the beginning of the queue. 4 weeks certainly sounds like too long, but they are seeing longer response time at the moment due to new product releases, production delays & people’s inquires due to that. Maybe bad timing could have made you get kicked back to the start of the queue each time you were nearing the end?
But regardless of why, 4 weeks it too long. Hopefully FW staff will see this. If they don’t in awhile, you could @ping them. Sounds like you’ve seen them in other recent threads.
I’ve read through some of the other posts where others have had similar issues, and can confirm that I am not using a private email client (I am using Gmail), and I’ve checked my spam folder regularly just in case.
Oh that’s good to know, I’ll hold off on the follow up emails then.
I sent the first follow up email 4 days after the first (more of just a “Thanks, looking forward to your response” and then the second one about 2 weeks after that one, before sending the third a week later.
I also thought maybe the data breach could be playing a part in the delay (more messages for them to deal with), but what you’re saying regarding the new product launch also makes a lot of sense.
I think a polite nudge email maybe after 10 days of hearing nothing is reasonable.
Another alternative is describing here what the problem is, and maybe other users like us, can help out, and maybe suggest a work around for the problem.
I went back to the very first email (2024, its been a long ride lol), and it doesn’t have a case number, and I don’t see one in the email subject line or anything either
Well, there is an odd problem.
In what way have the keys stopped working?
Can you describe which keys have stopped working?
Do specific keys not produce any output, or do they sometimes keep repeating?
Is it the same keys every time or do the problem keys change each time?
Is the problem immediately when you power on the laptop, or does it only appear after a period of use?
I have an idea what it might be. The answer to the above will confirm or not my idea.
The keys no longer register when pressed, and its always the same keys. They do not repeat or get stuck, just do not register. The problem occurs immediately.
There was a time early on when the problem was intermittent (it would come and go), but it is now fully permanent, from start up to shutdown the keys do not work. They also don’t work in to BIOS.
Ok, thank you for your response.
Now, just to add some context. I am a Linux kernel developer and understand in detail the usb keyboard protocols used.
Being that you have replaced the keyboard and the mid-plate, it is highly doubtful that it is a hardware problem.
Being as the problem is present in the BIOS, it is not a Virus problem or a software related problem. If you had updated the keyboard with the wrong firmware or programmed it incorrectly, the replacement keyboard would have then worked.
Being as I understand in detail the usb keyboard protocol, I cannot think of any possible failure scenario that could possibly cause the problem you are seeing. The failure mode I was thinking about, results in missed keys and duplicate keys and not fixed to any particular key, so based on your answers, does not apply here.
Being that the problem is present from first power on, means it is not CPU or battery getting too hot causing it.
So, I am temped to conclude that the laptop itself is not the problem. There is something in the environment around it that might be causing the problem.
I can understand why you might not be getting a response from FW. I am guessing, but they have tried everything and nothing has worked, so they don’t actually know what to suggest you try next to fix the problem.
So, what remains. The environment, what is the environment like that you use the laptop in.
Is it dirty, dusty, humid, damp, salty (near the sea) or anything you can think of that might affect it. But this is doubtful, because one might expect it to take a while before the environment would have affected the new keyboard. So, it should have worked for a short period before failing again except maybe RF interference. If you go to a different location/building, does the problem persist. I.e. if you move away from the RF interference.
It could possibly be the mid-plate cable, but that would be difficult to conclude that, because one would then expect to see usb connect/disconnect events and you have not reported them.
In one of the support emails from their auto-responder, I got this: Your case number is followed by the code. Maybe you could search for that text in your inbox? (You probably don’t need to for this case, but it might be helpful for the future).
Just a thought on this - is it worth your describing how you did this? I wonder if a non-standard operation here or non-standard set of settings could have broken something.
In Linux, it would be in dmesg or the syslog or journal.
On windows, it would be the event log, but it is likely to be associated with sounds commonly associated with plug/unplug events.
(OP: I’ve edited the title to help future searchers find the thread discussion. However it is just a suggestion, and you may restore the original title if you wish. It’s in the edit history within the first post.)
Hmm interesting theory, but unfortunately I don’t know that my answer is going to help narrow it down
I live in a condo environment, not particularly dirty or dusty, and not crazy dry or humid.
I have taken it to different rooms, houses, and even cities ~5hrs away and the issue persists. There’s nothing out of the ordinary with regards to my location that I can think of that would cause this issue with the keyboard.
Correct, I don’t get connect/disconnect notifications and the keys that work, work as expected; The keys that don’t work, don’t work.
