keyboard not producing correct character

Gareth McKee
Gareth McKee used Ask the Experts™
on
Hi,

I have a laptop, Windows 10,  which is suddenly behaving very strangely, the user does not believe she has done anything to break it.

basically, there are several keys on the laptop keyboard which don't behave correctly. an example is the SHIFT key produces the zx characters, the number 2 produces two characters and quite a few more strange things.

the on screen keyboard works fine as does an external USB keyboard.

any thoughts?
TIA
Gareth
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Technical and Operations Manager
Commented:
I think the keyboard has some kind of short circuit, probably due to moisture.
Most Valuable Expert 2015
Commented:
Check the keyboard's cable is properly connected to the mainboard. If you can't fix it by re-seating the cable, you will have to replace the keyboard.
William FulksSystems Analyst & Webmaster
Commented:
Try connecting an external USB keyboard and see if it works OK. If so, you definitely have a dirty keyboard. Be super careful trying to clean it so you don't damage it. You may want to try calling the manufacturer and see if they can do a warranty replacement. Maybe the keys got smashed while closing the screen.
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Scott CSenior Engineer
Commented:
I'd say spillage on the keyboard.  I'd replace it.
Most Valuable Expert 2013

Commented:
As you know the external and OSD works there's a hardware fault with the KB - if you want to rulew out a Windows issue you could boot to a Linux environment but this is 99.9% hardware just based on what you've told us.

user does not believe she has done anything to break it.

Unfortunately less reliable than the diagnostics you've already done :)
William FulksSystems Analyst & Webmaster

Commented:
If it's a genuine keyboard failure then warranty ought to cover it. If it's a spillage then the manufacturer will nail you on it if you send it back. Even Panasonic won't cover spillage on it's Toughbooks.

You could try to gently pry up the key and see if there is any gunk underneath. For example, if it's a Dell then try http://www.dell.com/support/Article/us/en/19/608174/EN
Robert RComputer Service Technician
Commented:
Laptop keyboards if the computer is no longer underwarranty or if the damage was caused by accidental spillage, are not too expensive to replace if you replace it yourself. I would contact the manufacturer for a replacement keyboard. But to ensure that it is a keyboard issue I would follow masq advice and boot off a lenox based disc or the ultimate boot disc and try it in there, if it works outside of windows it is a windows issue if you are still having problems with the keys, then you know it is hardware related and a problem with the keyboard.
Top Expert 2013
Commented:
could be the keyboard cable came loos, or shorts 2 wires
so remove the keyboard cable, inspect it, and reinstall
then test
Obaid ur RehmanTechnical and Operations Manager

Commented:
Another thing you can do is to clean the connector / wire strip of the keyboard very gently with a toothbrush. If it still does not solves the problem, the best is to replace the keyboard.
Top Expert 2013

Commented:
Obaid, why do you repeat my post??
Obaid ur RehmanTechnical and Operations Manager

Commented:
It's not repeated. Where have you mentioned cleaning?
Top Expert 2013

Commented:
so you added 1 word and it is a new post ??
inspecting assumes cleaning if needed ...
Gareth McKeeCEO/Owner

Author

Commented:
HI all,

All pointing me in the same direction so I have shared the points equally, I hope this doesn't upset anyone.

Cables etc are all good and the keyboard doesn't look damaged. Apparently she does take the laptop fishing but doesn't think she has spilt water on it!!!!!!!!!!

I am going to have her ship back to the vendor.

Thanks All
Gareth
Scott CSenior Engineer

Commented:
LOL!!!   And the truth finally comes out....

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