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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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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: 9 months ago.
Category: Computer
Expert:  Dan replied 9 months 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 9 months ago.
Yes, it does. Tried multiple ports, desktop & monitor. Both keyboards.
Expert:  Dan replied 9 months ago.
What version of Windows are you running?
Customer: replied 9 months ago.
Downloaded Windows 10. 2015 machine.
Expert:  Dan replied 9 months 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 9 months 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 9 months ago.
When you checked the drivers, did you by chance reinstall them?
Customer: replied 9 months 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 9 months ago.
I do not know why, but now my keyboard is no longer on my list of connected devices???
Expert:  Dan replied 9 months 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 9 months ago.
Is that the only driver listed?
Customer: replied 9 months 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 9 months ago.
Are they both HID drivers? If so, try installing the drivers from the disc that came with the keyboard.
Customer: replied 9 months ago.
Sorry, no disc with either keyboard.
Expert:  Dan replied 9 months ago.
What make and model is the keyboard please?
Customer: replied 9 months ago.
1 now attached, onn keyboard, ONA11H0089
Customer: replied 9 months ago.
Original keyboard is a Dell KB212-B
Expert:  Dan replied 9 months ago.
Both Dell keyboards?
Customer: replied 9 months ago.
No, I replaced the Dell keyboard with the onn board, @ Microsoft Tech's direction.
Expert:  Dan replied 9 months ago.
Give me minute please
Customer: replied 9 months ago.
Of course. If it matters, the computer is a Dell Inspiron 3647.
Expert:  Dan replied 9 months ago.
Is this the only computer you have?
Expert:  Dan replied 9 months ago.
On the back of the computer is a service tag. Can you give me that number please?
Customer: replied 9 months ago.
& the Dell laptop I'm on now.
Expert:  Dan replied 9 months ago.
Okay good. How about the service tag?
Customer: replied 9 months ago.
Sorry, country water problems. Service tag 8DNMT52
Expert:  Dan replied 9 months ago.
Got it!
Expert:  Dan replied 9 months 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 9 months ago.
Wow. I have now lost internet & can't bring up the onscreen keyboard to reconnect.
Expert:  Dan replied 9 months ago.
Restart the computer.
Customer: replied 9 months ago.
Doing so.
Customer: replied 9 months ago.
Restarted. On screen keyboard recovered. Have internet back.
Customer: replied 9 months ago.
No, again lost on screen keyboard. rebooting > access.
Customer: replied 9 months ago.
I have to end this. Thank you for you help.
Expert:  Dan replied 9 months ago.
I understand. If you would like to continue later, please let me know.
Customer: replied 9 months ago.
I will. Thank you.
Expert:  Dan replied 9 months ago.
Good luck!