keyboard does not work on new Dell Inspiron 5000 laptop

mkramer777
mkramer777 used Ask the Experts™
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I have a Dell Inspiron 5000.  Windows 10 Pro.  I had setup 3 identical computers of this model and all went fine.  I turned on this one for the first time and the keyboard will not work.  I restored to factory settings and still the keyboard does not work.  Other than sending it back, does anyone have an idea what might be wrong?  This happened right out of the box, nothng loaded and i do not have an external mouse plugged in.
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Top Expert 2014

Commented:
Presumably it does not work in BIOS/setup? If so then I would re-seat the cable, here is a video
https://www.youtube.com/watch?v=8yY3j8ifvB8

Might be best to phone Dell support first to make sure that does not invalidate warranty.
Bear in mind the cable is latched in, if you try to pull it out without unsliding the latch you can pull the socket off the board.
Distinguished Expert 2017

Commented:
Confirm whether the keyboard if connected to another system works. Do the lights num locks, caps lock.... Pull an reinsert the keyboard to another USB port.

Based on your comment that only the keyboard does not work but the mouse functions eliminates the USB as an issue.
IT Product Manager
Top Expert 2009
Commented:
Will the keyboard work if you boot this machine from a linux LiveCD or in BIOS? If not - send it back.
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Commented:
no bios keyboard
Top Expert 2013

Commented:
you can Always test if an external keyboard works, but it looks like the keyboard is not connected, or bad
best contact Dell for the best course to follow
Top Expert 2014

Commented:
Was this the same one that went into diags each time you turned it on?

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