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HP laptop keyboard appears "Scrambled"

Hi
My client reports that when trying to log in with her password, the keyboard does not type the correct characters in the password box, and some of the keys on the keyboard do not produce any characters at all.
I can verify this because I have already restored the computer back to it's factory condition, but when I tried to enter a user name during setup I could see that the letters I was typing were coming up completely wrong. For example when I typed "e" the character on the screen was an "a" but appeared to be more like greek style or something.
The back space key did nothing at all and the "b" key caused a return to the previous screen.
I have tried to use the on-screen keyboard through the accessibility options but the result is the same, I have also attached a usb keyboard to the laptop and again the result is exactly the same.
I read in other forums that pressing the Ctrl and Shift keys together will unscramble the keyboard but that didn't work for me.
Please note also that this is not the usual "Num Lock" or "Scroll Lock" issue, as these have all been tried.
This is a Hewlett Packard G61 laptop which is running Windows 7 Home Premium.
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Tintoman51
Asked:
Tintoman51
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1 Solution
 
classnetCommented:
Make sure that you have the correct input language (keyboard layout) enabled
in Windows. Look in Control Panel (Regional and Language Settings).
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Tintoman51Author Commented:
I appreciate your response but as I said, having restored the machine to its factory condition I am unable to proceeed past the user name setup page because I cannot type in the user name I require. I have however set the keyboard layout to UK English in the setup
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rdudek101Commented:
UK English should of worked fine.  Have you tried plugging in external USB keyboard and see what it types?  If the external keyboard is typing correctly, then the laptop keyboard may be damaged.  If the external USB keyboard is still not typing correctly, reformat the system and do a US English setting and see how it goes.
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classnetCommented:
He did try USB... he also reformatted (althouogh to UK English).
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Tintoman51Author Commented:
OK guys, first of all thank for posting replies and trying to help me.
This issue is now resolved as follows:
I tried pressing several different key combinations in order to "unlock" the keyboard, eventually it was fixed by using the key combination alt gr + Shift.
When I eventually managed to get the Windows 7 installation completed I went in to the control panel > Regional and language settings, and there I could see that for some reason which to me is beyond belief, Hewlett Packard have PRE-CONFIGURED their factory image for this laptop to use this key combination to change the keyboard layout.
In 6 six years of trading as an I.T support technician I have never seen anything so ridiculous, not to mention pointless.
However I will add this solution to the knowledge base in case anyone else gets caught out by it!
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Tintoman51Author Commented:
No points have been awarded on this occasion as I found the solution myself
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