Solved How to fix Dell laptop keyboard?

Dell Latitude e6510 laptop computer (int...
April 9, 2018 at 06:34:11
Specs: Windows 10, 2.3/8
The keyboard on my Dell Inspiron laptop stopped working; however, the mouse works correctly opening and closing files and applications.

I disconnected the AC, removed the battery and pressed the power button for 15 seconds and then reassembled but that did not work.

Thank you.
Brian W


See More: How to fix Dell laptop keyboard?

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✔ Best Answer
May 4, 2018 at 15:50:56
trvir,

I spoke with a different Dell tech person who stated that the keyboard that I had received (and did not work) was the only one that they have for my computer. He stated that while the part number and ribbon cable pattern were different, model JJNFF is the correct keyboard. I can only surmise that the Dell diagnostic did not go deep enough into analyzing a system as it indicated that the motherboard was working correctly.

My more option... new computer next week.

Thank you for your assistance.
Brian W



#1
April 9, 2018 at 06:55:20
Hi again Brian.

Try/borrow an USB keyboard & test, so we can isolate the problem.


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#2
April 9, 2018 at 07:42:21
Johnw,

Thank you for your suggestion. I just ordered a usb keyboard that I will get on Wednesday. Is there anything else I can do while I wait for this delivery?

Thanks again,
Brian W


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#3
April 9, 2018 at 09:52:08
Per chance... when the system boots up and you see the screen detailing which key(s) to use to enter setup/bios, does the keyboard work then?

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Related Solutions

#4
April 9, 2018 at 10:13:17
Johnw,

I was able to access the on-screen keyboard and that worked corrrctly. However, I do not know what this means for the installed keyboard?

Brian W


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#5
April 9, 2018 at 10:29:28
trvir,

Thank you for your suggestion. I was not able to access the BIOS by using the appropriate keyboard Fn key.

Brian W


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#6
April 9, 2018 at 14:43:08
From #5 it sounds like the keyboard itself has failed (or its connections).

Always pop back and let us know the outcome - thanks


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#7
April 9, 2018 at 15:04:31
Try going to Control Panel> Device Manager> Keyboards and see what, if anything is listed there.

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#8
April 9, 2018 at 15:14:59
Yes it doth sound that way - or... - that somehow its connection has been disrupted?
I don't think I ever fully understood how at boot up the system knows there is keyboard present (or ought to be).

Is there a setting in the bios area that determines whether or not a keyboard is installed/enabled/present?

Which having sed...

I came across this post - scroll down quite a way to green highlighted entry - as it may point to why you're having the problem of no keyboard at boot up...; albeit a sort of reverse approach.

I'm thinking (happens occasionally - bad habit I know...) that somehow it's been disabled by win-10 (an update or even a pest...)?

http://www.tomshardware.co.uk/forum...

Also I dun a wee trawl (google) for:

dell laptop keyboard stopped working windows 10

Surprising how many cases there are of this situation... This is just one of many.

http://www.thewindowsclub.com/lapto...

Might be worth duplicating my trawl and having a look-see at some of the hits it brings up?


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#9
April 9, 2018 at 15:50:54
Derek,

Thank you for your assistance. I ordered an usb keyboard which I will have on Wednesday. Hopefully, this will help diagnose the problem.

Thanks again,
Brian W


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#10
April 9, 2018 at 15:53:04
Othehill,

Thank you for your suggestion. I went to Device Manager > keyboards. It said keyboard will working correctly; however, the keyboard does not work at all.

Thanks again,
Braun W


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#11
April 9, 2018 at 15:57:27
trvir,

Thank you for your suggestions. I went to Device Manager and uninstalled the keyboard and restarted. I went back to Device Manager > keyboard and it said keyboard is working correctly which it is not.

I was able to get to the BIOS a different way (did not need keyboard strokes). However, I could not get to Diagnostics because the up and down arrows from the keyboard do not work.

Thanks again,
Brian W


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#12
April 9, 2018 at 16:06:14
Make sure the Num Lock light is not on.

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#13
April 9, 2018 at 16:37:38
Johnw,

Thank you for your assistance. I made sure that the Num Light was not on.

Thanks agai,
Brian W


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#14
April 9, 2018 at 16:39:19
Try pressing F8 during boot, select Debugging Mode, press > Enter.

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#15
April 9, 2018 at 16:58:27
Johnw,

Thank you for your suggestion. Unfortunately, that will not work as all of the keyboard functions including F-keys do not work.

Thanks again,
Brian W


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#16
April 9, 2018 at 17:03:56
"Unfortunately, that will not work as all of the keyboard functions including F-keys do not work"
That was a long shot.

"I was able to access the on-screen keyboard and that worked corrrctly"

Troubleshooting Windows 10
https://www.microsoftpressstore.com...
"To get to the Startup Settings menu, open Settings, Update & Security, Recovery, and then click Restart Now under Advanced Startup. After restarting, you can tap Troubleshoot, Advanced Options, and finally Startup Settings to reach the blue, full-screen menu shown in Figure 17-12. The nine choices shown there (one additional option is on the next screen) allow you to start Windows in modes that make some forms of troubleshooting easier."

message edited by Johnw


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#17
April 9, 2018 at 17:22:37
Johnw,

Thank you for your assistance. If I can get to the options screen, what do I do next?

Than you again.
Brian W


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#18
April 9, 2018 at 17:28:18
"If I can get to the options screen, what do I do next?"
Select Debugging Mode.

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#19
April 9, 2018 at 18:11:35
If the keyboard if found to be faulty, some info on a replacement keyboard:

Buy a new keyboard:
https://www.replacementlaptopkeys.c...

Replace:
https://www.youtube.com/watch?v=U_R...


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#20
April 10, 2018 at 02:10:51
Hi Brian, I would have started investigating the problem by disconnecting/connecting the original keyboard a number of times. This cleans the contacts and often 'repairs' problems, costing nothing.

Surely it would have been better to order an inexpensive oem replacement keyboard, rather than a usb one? I am unsure if a usb one provides the full functionality of the original, particularly during booting.

I would have borrowed a usb one just to test, as Johnw suggested..

Good Luck - Keep us posted.

message edited by Mike Newcomb


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#21
April 10, 2018 at 06:16:34
johnw,

The restart in going to the options screen cancelled out the on-screen keyboard so I was unable to select the debugging mode as I had no keyboard to use.

Thank you.
Brian W


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#22
April 10, 2018 at 06:24:40
Ok Brian W, may as well wait now, for the new keyboard to arrive.

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#23
April 10, 2018 at 07:00:28
Johnw,

In anticipation that the computer is a goner, I have started to back up the files on an external hard drive.

Thank you.
Brian W


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#24
April 10, 2018 at 07:48:19
sluc,

Thank you for your information regarding purchasing/installing a replacement keyboard.
Brian W


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#25
April 10, 2018 at 07:51:51
Mike,

I removed the old keyboard and reinstalled it but that did not solve the problem. I purchased an usb keyboard as I was unable to borrow one. I did not want to buy a replacement keyboard until I was sure that the original keyboard was the problem.

Thank you for your assistance.
Brian W


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#26
April 10, 2018 at 20:43:28
You are doing fine. The USB keyboard will tell you by its working that you need a new keyboard.
Backing up may be premature but always a smart thing to do in any case.
Wen you reinstalled the original keyboard, did you clean and reinstall the cable at both ends (keyboard and at motherboard)? If removable at both ends that is two places that can get tarnished.
If something was spilled on the keyboard, especially anything with sugar, salt, or natural sugars like fruit juices, even milk, then the keyboard needs to be cleaned or replaced. Ask for details if needed on cleaning possibilities.

You have to be a little bit crazy to keep you from going insane.


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#27
April 12, 2018 at 07:21:27
Johnw,

Just tried the usb keyboard and it works fine. I guess this means that the installed keyboard is bad. However I now have a new and different problem. Some apps such as Google now show up on the screen in a very reduced size so small that I can not read it. Any suggestions about this problem?

Thank you for all of your assistance.
Brian W


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#28
April 12, 2018 at 07:23:27
Fingers,

Thank for your your assistance. I cleaned the contacts and still the installed keyboard did not work; however, the usb keyboard works fine.

Thanks again,
Brian W


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#29
April 12, 2018 at 09:42:59
To all,

I think the problem with the computer is not just the keyboard. The mouse moves by itself and opens desktop icons. I disconnected the external keyboard but it still happens. When I access a website such as www.dell.com, the screen opens but everything is so small it is not possible to read. I have ran Malwarebytes Premium and it comes up with no threats. I ran ccleaner and it did not stop the random mouse movements. I ran sfc /scannow and it showed no issues. Any suggestions before I scrap the computer and buy a new one.

Thank all of you for your assistance.
Brian W


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#30
April 12, 2018 at 11:14:19
Do a factory restore and see if that fixes the issues.

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#31
April 12, 2018 at 11:36:53
But be very aware that a factory restore will erase all your personal files.. So ensure anything important (to you) is copied to external media first. Ideally another hard drive; and/or to dvd too if viable. Certainly ensure photos are saved to DVD regardless as they are frequently the most treasured items...

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#32
April 12, 2018 at 11:54:43
Do you see the same symptoms described above in #29 when using the onscreen keyboard? When you say mouse, do you actually mean the integrated keypad?

You could try deleting one or both the mouse and/or the keyboard in Device Manager and restarting the laptop.


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#33
April 12, 2018 at 12:19:07
Thx 1138,

Thank you for your response. I am unfamiliar with a factory restore. Does that delete applications such as MS Office?

Thanks again.
Brian W


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#34
April 12, 2018 at 12:21:40
OtheHill,

Thank you for your response. I have a wireless mouse that is moving and opening applications/files by itself. I used Device Manager as you suggested but got the same results.

Thanks again
Brian W


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#35
April 12, 2018 at 12:23:12
trvir,

Thank you for your comments.

Brian W


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#36
April 12, 2018 at 12:29:31
Mouse trouble might be something completely different, such as battery or even a faulty mouse.

Always pop back and let us know the outcome - thanks


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#37
April 12, 2018 at 12:33:22
Your first post states that your keyboard stopped working. Can you elaborate? Stop in the middle of a session? On start up? Etc?

Go to Control Panel> Programs and Features. Look at anything installed just prior to the onset of this issue. Click on "view installed updates" to see if an update may be the issue. You can Google any update to find the purpose of that update.

I am unsure if you have try a new integrated keyboard yet.


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#38
April 12, 2018 at 13:01:09
OtheHill,

The internal keyboard stopped working so on the suggestion of Johnw, I bought an usb keyboard that works fine. The only updates I did prior to this problem were Windows 10 updates.

Thank you,
Brian W


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#39
April 12, 2018 at 13:02:48
Derek,

I will get another mouse and try your suggestion.

Thank you.
Brian W


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#40
April 12, 2018 at 13:35:19
A factory restore/reset erases everything on the drive that wasn't included in the original installation as delivered. Which means that if the original installation (as delivered) didn't include Office or some other applications etc.which you have now, then they "will" be lost.

The installation as delivered was an image transferred to the drive by the manufacturer prior to shipping. out. Thus only what is in that original image is stored in the recovery partition, and that's what goes back on when you invoke a factory restore/reset.


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#41
April 12, 2018 at 14:06:38
trvir,

Thank you for your response. Is there a way of restoring the system without deleting applications and files?

Brian W


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#42
April 12, 2018 at 14:30:48
There are some systems which allow an option to restore in a non-destructive maner; but I'm not sure which - and it is likely manufacturer and OS dependent.

Others here can likely advise more on the non-destructive restore routine - which as I say is dependent on the make of the computer to some degree; did the manufacturer incorporate that option their recovery options?

Regardless of that possibility it would be "very wise/prudent" to safeguard data first. More than a few have taken the chance, risked that non-destructive approach (when available) and wished they hadn't - when it didn't go "quite" as expected...

An external hard drive isn't that much these days (at least in the UK, Europe, North America to mention but a few places. USB2 and/or 3 hard drives already in a case/housing are on Amazon, Egghead etc.; as are separate cases and drives too. I have a few I use for various safe storage options and wouldn't go anywhere near any form of restore/reset or total rebuild without first safeguarding data; even though I have a QNAPS TS210 server as well.

At the least safeguard photos and financial items; and any other stuff that you really wouldn't wish to lose. If it's not a lot then use DVDs (RW) and check they can be fully accessed/read etc.one a working system - before risking the originals via a restore operation... Why use DVDRW? They can be re-used anon if you wish; but I'd also use DVDR as well for critical items - so as to reduce risk of loss of content due to "digitus tribulus" (finger trouble)...

message edited by trvlr


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#43
April 12, 2018 at 15:04:04
Here's how to refresh Win 10:
https://www.onmsft.com/news/windows...

My Comments:
1. I've never tried it.
2. You will have to re-install some "programs".
3. There is an option to keep your own stuff but it is always sensible to backup first (see above response) just in case of some unexpected backfire.

Always pop back and let us know the outcome - thanks


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#44
April 12, 2018 at 16:35:43
BrianW, the link from Derek does say it deals with Reset or Refresh which are 2 different things.
Reset you lose everything.
Make sure you click on > Keep my files, which is called a Refresh.




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#45
April 12, 2018 at 16:53:36
Johnw,

I am going to try the reset after I find my application cds and check to make sure my backup is accurate.

Thank you for your assistance.
Brian W


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#46
April 12, 2018 at 17:31:52
just be sure any personal stuff is safely duplicated to external storage media...

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#47
April 12, 2018 at 18:03:01
trvir,

Is there a way to compare files to see if they are the same without actually looking at them line-by-line?

Thank you.
Brian W


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#48
April 12, 2018 at 20:35:46
Make an incremental back up or even a new back up just to be sure.
If you are copy/pasting then you will be given the option if there is a file with the same name to overwrite, keep both, or skip (keep original) for each duplicate in the same folder.

As far as the browser showing tiny images, just hold down the Control key and tap the + sign and the view will zoom in and enlarge type and images (Control - zooms out). Once you find a comfortable size, it should use the new settings next time.
Another option is to try a different browser, if you are using IE or Edge then try Firefox, Chrome, or other ones. At least until you resolve the problems.

You have to be a little bit crazy to keep you from going insane.


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#49
April 13, 2018 at 11:07:57
Brian W

I have been using a program called Beyond Compare for years. You can compare, merge, etc. Great program. Link to the company website below.

https://www.scootersoftware.com/dow...


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#50
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#51
April 13, 2018 at 15:44:17
As an aside to this post (for anyone jumping in) it is not necessarily incorrect to find duplicate files in a computer. For example sometimes dll's are included in the program files folder for that particular program but also exist elsewhere. There can also be different file versions in the system and backup copies.

The safest bet is to leave duplicate files alone.

Always pop back and let us know the outcome - thanks


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#52
April 13, 2018 at 16:24:55
"check to make sure my backup is accurate"
Another tool that will help.

Alternate File Move
http://www.softpedia.com/get/System...
http://www.alternate-tools.com/page...


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#53
April 13, 2018 at 18:48:48
Have you tried running SFC and/or DISM command?
https://answers.microsoft.com/en-us...

message edited by sluc


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#54
April 13, 2018 at 19:47:21
Fingers,

I tried your suggestion on using Control and + but that did not change the font size. I also used three different browsers but that did not help either.

Thank you for your suggestions.
Brian W


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#55
April 13, 2018 at 19:48:40
sluc,

I tried SfC and Dism but both showned no problems.
Thank you for your suggestions.

Brian W


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#56
April 13, 2018 at 19:50:14
OtheHill,

I will try Beyond Compare.

Thank you for your suggestion.
Brian W


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#57
April 13, 2018 at 19:52:10
Johnw,

I will look at WinMerge.

Thank you for your suggestion.

Brian W


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#58
April 18, 2018 at 16:33:05
To all who gave assisted me,


As a last resort, I did the reset which erased all of my applications and files. After this procedure, the keyboard still did not work. I can only assume now that the problem is hardware-related and not due to Windows 10. Now, I need to decide if I will use the external usb keyboard or buy another computer.

Thanks again for all of your help.
Brian W


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#59
April 19, 2018 at 01:53:29
External keyboard is possibly cheaper; providing the system will boot ok and allow access to bios etc. with only a usb keyboard...?

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#60
April 19, 2018 at 05:05:10
When keyboards stop working it is mostly the keyboard itself. Your #5 pretty well excluded Windows itself.

Always pop back and let us know the outcome - thanks


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#61
April 28, 2018 at 05:11:54
To all,

I bought a new internal keyboard and it does not work. I looked at Device Manager and it showed that the keyboard was working correctly. I tried to update the keyboard driver but it was the most recent one. I do not know what else to do other than buy a new computer.

Thanks again to Johnw, trvir, Derek, Sluc, Mike Newcomb, THX 1138, OtheHill and Fingers.

Brian W


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#62
April 28, 2018 at 07:44:40
That's a blow.

Still seems like a hardware fault. Recheck firmness of connections, otherwise it could be motherboard problem, in which case the new computer idea sounds best.

Always pop back and let us know the outcome - thanks


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#63
April 28, 2018 at 10:22:32
Derek,

Thank you for your response. I am unfamiliar with motherboard architecture; I did not know that some functions of a motherboard would work while others would not.

Thanks again.
Brian W


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#64
April 28, 2018 at 10:32:54
Click on the link below to some diagnostic programs. They may help you determine what is actually wrong.

http://www.dell.com/support/home/us...


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#65
April 28, 2018 at 12:24:30
OtheHill,

Thank you for your response. I am now more confused than before. I ran the Dell diagnostic test for motherboard and the results indicated that both the CMOS and SystemBoard were working correctly; however, when I ran the test for keyboard, it failed. Any suggestions other than buy a new computer?

Thanks again.
Brian W


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#66
April 28, 2018 at 15:12:35
I wish I could be quite certain but if some track or component on the motherboard (hardware) that connects to the keyboard has failed then it would fit the issue you have. But changing motherboards costs money and time especially if there is some risk, however small, that it will still not fix the problem.

It's not my usual style but unless someone thinks of a better idea I'm inclined to say consider a new computer rather than waste more money on it.

Always pop back and let us know the outcome - thanks


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#67
April 28, 2018 at 15:39:02
Is there a ribbon connector between the keyboard the motherboard? If so - is that cable flexible - and if so... can you verify it's securely attached/connected at both ends? Equally that is isn't broken crimped, or anything but clearly as it ought to be?

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#68
April 28, 2018 at 15:56:25
#67 is a thought. Maybe you can somehow gently move the ribbon cable back and forth while pressing keys. If it starts working when moved to specific positions then the ribbon cable or its connections are the culprit.

Always pop back and let us know the outcome - thanks


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#69
April 29, 2018 at 10:05:26
To Johnw, trvir, Derek, sluc, THX 1138, OtheHill, Mike Newcomb and Fingers,

I closely examined the new and old keyboards and found several differences. (1) The parts number is different. (2) The pattern on the ribbon cable is different and (3) The location of the contacts on the underside of the keyboard are different. I contacted the vendor (Dell) and asked is this the correct keyboard for my laptop? They have not yet responded and I'll let you know their response when they do.

Thanks you.
Brian W


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#70
April 29, 2018 at 10:17:38
Hmm sounds odd - you might well be onto it.

Always pop back and let us know the outcome - thanks


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#71
April 29, 2018 at 10:58:11
mmm- let's hope they (Dell) can provide the correct/exact replacement?

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#72
April 29, 2018 at 16:07:10
"I closely examined the new and old keyboards and found several differences"
Now that makes sense Brian W.

Your post #27
"Just tried the usb keyboard and it works fine"


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#73
May 2, 2018 at 08:04:57
To Derek, trvir, and JohnW

I contacted Dell and they said that the replacement keyboard ( Dell model JJNFF) while different than the original is the correct one for my laptop but it did not work. It does not make sense to me because the USB keyboard works correctly and the Dell diagnostic for the motherboard indicated that it was working correctly.

I could buy another JJNFF keyboard in case the original replacement one was defective but that's a long shot. So it looks like I'm down to my last choice, buying a new computer.

Thanks again,
Brian W


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#74
May 2, 2018 at 09:04:00
Hmm. Inclined to agree - spending money with no result is not fun.

Always pop back and let us know the outcome - thanks


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#75
May 2, 2018 at 15:28:10
Perhaps contact Dell again and go through it all again with very likely a different tech person. My experience with Dell way back when was that it often depended on just who took your call as to how things went, were resolved.

I would emphasise the differences you find between the original keyboard and the alleged replacement. Clearly there is something amiss there?


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#76
May 2, 2018 at 18:01:10
There could still be a problem with the recipient connector (and maybe flat-cable) towards the motherboard.
That would need dismantling the casing of the laptop and check for loose/bad contact of the connector of flat-cable.

If the laptop is coming of age (and use) retiring maybe a good option.....


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#77
May 4, 2018 at 15:50:56
✔ Best Answer
trvir,

I spoke with a different Dell tech person who stated that the keyboard that I had received (and did not work) was the only one that they have for my computer. He stated that while the part number and ribbon cable pattern were different, model JJNFF is the correct keyboard. I can only surmise that the Dell diagnostic did not go deep enough into analyzing a system as it indicated that the motherboard was working correctly.

My more option... new computer next week.

Thank you for your assistance.
Brian W


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#78
May 4, 2018 at 15:53:40
sluc,

I opened the case as best as I could and cleaned everything with compressed air. I also checked for loose connections. After putting everything back together, the keyboard still did not work.

No more time on this computer... new one next week.

Thank you for your assistance.
Brian W


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#79
May 4, 2018 at 16:10:22
OK. Pity, but enjoy your new computer and thanks for popping back to let us know.

message edited by Derek


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