How to troubleshoot keyboard problems

How to troubleshoot keyboard problems

Document number: 39039

If your keyboard is not working properly there are a number of steps you can take to try to resolve the problem.

To troubleshoot keyboard problems take the following steps:

If the internal keyboard isn't working your machine may need repair. Click here for more information.
If you plugged in your keyboard after you turned on your machine then your operating system may not recognize it. Shut down your machine and reboot it with the keyboard attached.
The cord may be loose or not properly seated. Shutdown and power-off your machine. Unplug the keyboard then plug it back in again. Reboot and test the keyboard.
Check the condition of the cord. Are there any kinks or tears in the cord? Are any of the pins in the plug or socket bent? If you see any of this kind of damage you may need a new keyboard. For information on getting a new keyboard see document 73001 — How to order a computer and basic equipment, keyboard, or a monitor.
A PS/2 splitter allows the keyboard and the mouse to share the same PS/2 port. If you use a Y splitter for the PS/2 port try switching the keyboard and mouse plugs. That is, connect the keyboard to the plug marked "mouse" and the mouse to the plug marked "keyboard." If that doesn't work try switching them back again. Also the PS/2 splitter does not work with all keyboards. For more information see document 39067 — PS/2 splitter doesn't work.
The keyboard may be dirty or the keys may be sticky with spilled food or drink. Click here for cleaning instructions.
Borrow a keyboard that you know works. Shut down your machine and reboot it with the borrowed keyboard attached. If the borrowed keyboard works then you need a new keyboard. For information on getting a new keyboard see document 73001 — How to order a computer and basic equipment, keyboard, or a monitor.

Substitute a known good port replicator bar.

If you are using a laptop see if you can find someone with a port replicator bar you know works properly and connect that to your machine. If connecting a known good port replicator bar works then retry your original port replicator bar. If you continue to have the same problem you can arrange for the replacement or repair of the port replicator bar.

In some cases the above steps will result in a properly working keyboard. If the above steps did not correct the problem open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.

Problems with the internal keyboard.

If your internal "keyboard", the one that is part of the laptop, doesn't work then your machine may need repair.

If you have an external keyboard attached try disconnecting the external keyboard.

If you think some liquid might have spilled on the keyboard you can try drying it and see if that resolves the problem. Shutdown the machine and disconnect all plugs and attachments. Find a safe surface where you can leave your machine open and it will not be bumped or stolen. Open the machine and turn it upside down. Leave it open overnight, then clean the keyboard.

To try cleaning the keyboard do the following: Shutdown your machine and disconnect all plugs and attachments. With the cover closed hold the machine vertically then tilt it in toward you slightly. Slap each side of the machine firmly to help dislodge any dirt, crumbs, etc. Open the machine. Hold it firmly so you don't drop it then slap the bottom of the machine, firmly but not hard. If you have "canned air" available you can use that to try to blow out anything that might be caught under the keys. If the above steps did not resolve the problem then your machine needs repair. Click here for more information.

Return to the troubleshooting list above.

Cleaning the keyboard.

If you think some liquid might have spilled on the keyboard you can try drying it and see if that resolves the problem. Shutdown the machine and unplug the external keyboard. Turn the keyboard upside down and leave it overnight, then clean the keyboard.

To try cleaning the keyboard do the following: Shutdown your machine and unplug the keyboard. Hold the keyboard upside down and slap each side and the bottom firmly to help dislodge any dirt, crumbs, etc. Tilt the keyboard vertically with the space bar down and shake it. Tap the lower edge of the keyboard on some firm surface such as a table top. If you have "canned air" available you can use that to try to blow out anything that might be caught under the keys. If the above steps did not resolve the problem then your keyboard needs repair or replacement. Click here for more information.

Return to the troubleshooting list above.