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Windows 7 Keyboard wont work.

Posted on 2014-04-25
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Last Modified: 2014-05-28
I have a client who tried updating Kaspersky and was unsuccessful.  When we boot into windows the keyboard or trackpad does not work.  Its not a hardware issue because i can choose safe mode, tried USB keyboard and booted into ubuntu and the keyboard and mouse worked fine.  I tried removing all Kaspersky files and it did not help.  I would think its in the registry and would check there but i cant get to it because I cant type anything in to get past the password.  I also took the drive out and scanned for viruses and it came up clean.

Any Ideas?
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Question by:delitso
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21 Comments
 
LVL 6

Expert Comment

by:Ricardo Martínez
ID: 40023122
Did you try to start the system in safe mode to check if it works?
0
 
LVL 19

Expert Comment

by:*** Hopeleonie ***
ID: 40023130
You can also try a System restore:
http://windows.microsoft.com/en-us/windows7/products/features/system-restore

I also took the drive out and scanned for viruses and it came up clean.
Note this is not the proper way to scan for Malware.
0
 
LVL 50

Expert Comment

by:jcimarron
ID: 40023401
delitso--
Does your On Line Keyboard work so you can try some of the suggestions?
Start|type osk|click osk.exe
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Author Comment

by:delitso
ID: 40023580
I can't even type the password to login. When I book to safe mode I still can't use the keyboard or mouse. Even when I try and do command prompt.
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LVL 50

Expert Comment

by:jcimarron
ID: 40023606
delitso--
I am a little confused.  In your original post you say you can boot to safe mode and use the USB keyboard.   You then should be able to login.
0
 
LVL 16

Expert Comment

by:joinaunion
ID: 40023622
What type of computer include model number please?

Can you boot into bios and make sure plug&play OS is selected.
0
 

Author Comment

by:delitso
ID: 40023767
jcimarron- I can boot into safe mode but that does not allow me to use the keyboard.  I can boot in ubuntu and the keyboard works along with the mouse.  Thats how I know its not a hardware issue.  As soon as windows boots the keyboard and mouse does not work.

joinaunion- I reset the bios to factory default and no luck.  It is a dell XPS L502x.
0
 
LVL 9

Expert Comment

by:discgman
ID: 40023827
I would still try another keyboard and see if it makes a difference.
0
 
LVL 16

Expert Comment

by:joinaunion
ID: 40023846
If can you go here http://www.dell.com/support/home/us/en/19/product-support/product/xps-l502x/diagnose

Select the advanced tab then select hardware then scroll down select all. Please post back results

Or you can run eSPA. You have to reboot tap12 then select diagnostics make sure to select thorough.Then post back results(error codes)
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Author Comment

by:delitso
ID: 40023881
Ok I'll try the diagnostics and post the results. I can't go anywhere in windows because I can't log in. The other keyboard doesn't work.
0
 
LVL 50

Expert Comment

by:jcimarron
ID: 40023914
0
 
LVL 93

Expert Comment

by:nobus
ID: 40024199
i would update the keyboard  - or touchpad drivers first
or try a systemm restore to a date it was ok; which reminds me : is the date right? check in bios
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LVL 16

Expert Comment

by:joinaunion
ID: 40051789
Any luck?
0
 

Author Comment

by:delitso
ID: 40060351
So I was able to find a restore point.  Got the keyboard working and kaspersky removed.  Now its really weird. The key board stopped working and in regular mode.  Do a system restore when the keyboard is working  and it does not work in normal mode when it boots and if I restart it in safe mode the keyboard still does not work.  When I do the system restore and go straight to safe mode and the keyboard will work.  When i boot into normal mode the keyboard will not work in either normal or safe and have to do a system restore and boot right into safe mode for it to work.
0
 
LVL 50

Expert Comment

by:jcimarron
ID: 40060446
delitso--
Have you tried Booting from your Win 7 installation disk?  If you can get into Windows, that would allow you to run a Repair Install.
http://www.sevenforums.com/tutorials/3413-repair-install.html
Your personal data and installed programs should not be affected but a backup is always a good idea.

Did you ever try the Online Keyboard?
Start|type osk|click osk.exe
0
 

Author Comment

by:delitso
ID: 40060822
I will try the windows repair. When the keyboard doesn't work neither does the mouse. It's weird.
0
 
LVL 93

Expert Comment

by:nobus
ID: 40060971
from the repair install, you can do a system restore to a day it worked also !
0
 
LVL 16

Expert Comment

by:joinaunion
ID: 40062841
What type of keyboard is this? Model number?
0
 

Accepted Solution

by:
delitso earned 0 total points
ID: 40087516
I Imaged the computer to a new drive and booted to command prompt then did sfc and that resolved the issue
0
 

Author Closing Comment

by:delitso
ID: 40095131
No other reasons where the full solution
0
 
LVL 50

Expert Comment

by:jcimarron
ID: 40096248
delitso--
Thanks for telling us what worked.  Even the solution is weird.  :)
0

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