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Andy
Andy, Computer Consultant
Category: Computer
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The keyboard on my Dell Desktop will not function. Replaced

Customer Question

The keyboard on my Dell Desktop will not function. Replaced it, per Microsoft tech support. Still will not function. Is there a simple solution?
Submitted: 1 year ago.
Category: Computer
Expert:  Dan replied 1 year ago.
Hello and thank you for your question, I look forward to assisting you today. Does your keyboard plug into the USB port?
Customer: replied 1 year ago.
Yes, it does. Tried multiple ports, desktop & monitor. Both keyboards.
Expert:  Dan replied 1 year ago.
What version of Windows are you running?
Customer: replied 1 year ago.
Downloaded Windows 10. 2015 machine.
Expert:  Dan replied 1 year ago.
Okay. Right click on the Windows start icon located on the left end of the task bar and then click on Device Manager. Let me know when you get there please.
Customer: replied 1 year ago.
Sorry, can't get there. I have to use the onscreen keyboard. with a mouse, @ this time. Device Mgr. is not coming up. Previously, per Microsoft, I checked the keyboard drivers. They thought it a hardware issue.
Expert:  Dan replied 1 year ago.
When you checked the drivers, did you by chance reinstall them?
Customer: replied 1 year ago.
Yessir, that's what they directed me to do.
I just got into Device Mgr. via settings. My driver is HID keyboard device. Said to be working properly.
Customer: replied 1 year ago.
I do not know why, but now my keyboard is no longer on my list of connected devices???
Expert:  Dan replied 1 year ago.
Even though it indicated that, I would recommend you try reinstalling it to see if it will reconnect. The driver may be corrupt?
Expert:  Dan replied 1 year ago.
Is that the only driver listed?
Customer: replied 1 year ago.
Will do. Awkward, I'm back & forth between a laptop & the problem desktop. @ almost 70, I don't do this well.
Done. Now, 2 identical drivers are listed.
Expert:  Dan replied 1 year ago.
Are they both HID drivers? If so, try installing the drivers from the disc that came with the keyboard.
Customer: replied 1 year ago.
Sorry, no disc with either keyboard.
Expert:  Dan replied 1 year ago.
What make and model is the keyboard please?
Customer: replied 1 year ago.
1 now attached, onn keyboard, ONA11H0089
Customer: replied 1 year ago.
Original keyboard is a Dell KB212-B
Expert:  Dan replied 1 year ago.
Both Dell keyboards?
Customer: replied 1 year ago.
No, I replaced the Dell keyboard with the onn board, @ Microsoft Tech's direction.
Expert:  Dan replied 1 year ago.
Give me minute please
Customer: replied 1 year ago.
Of course. If it matters, the computer is a Dell Inspiron 3647.
Expert:  Dan replied 1 year ago.
Is this the only computer you have?
Expert:  Dan replied 1 year ago.
On the back of the computer is a service tag. Can you give me that number please?
Customer: replied 1 year ago.
& the Dell laptop I'm on now.
Expert:  Dan replied 1 year ago.
Okay good. How about the service tag?
Customer: replied 1 year ago.
Sorry, country water problems. Service tag 8DNMT52
Expert:  Dan replied 1 year ago.
Got it!
Expert:  Dan replied 1 year ago.
From the desktop, Go to this LINK and and click on the Detect Drivers button to see if that will update you with the proper drivers. Plug in the original Dell keyboard before you do that though.
Customer: replied 1 year ago.
Wow. I have now lost internet & can't bring up the onscreen keyboard to reconnect.
Expert:  Dan replied 1 year ago.
Restart the computer.
Customer: replied 1 year ago.
Doing so.
Customer: replied 1 year ago.
Restarted. On screen keyboard recovered. Have internet back.
Customer: replied 1 year ago.
No, again lost on screen keyboard. rebooting > access.
Customer: replied 1 year ago.
I have to end this. Thank you for you help.
Expert:  Dan replied 1 year ago.
I understand. If you would like to continue later, please let me know.
Customer: replied 1 year ago.
I will. Thank you.
Expert:  Dan replied 1 year ago.
Good luck!

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