I'm sorry about the issue. When did this issue first occur?
What's the model of your computer?
Does it have windows xp, vista, or 7 or 8 or 10?
Was there any change recently to your computer that may have caused this issue?
Please reply at the box below. Thank you,
Thank you. Please press and hold the Shift key on the keyboard for about 15 seconds, and check.
Is the touchpad currently working?
Please try holding both the Shift keys on left and right, one at a time and check.
Please disconnect the charger / power cord from the laptop, then press and hold the Power on / off button on the laptop for 10 seconds, then turn it back on and check.
Please let me know. Thank you,
Sorry, please click on the Ease of Access icon at the bottom right of the computer's screen, then click on the option On-Screen Keyboard, then see if you can use touchpad to click on the keys on the on-screen keyboard in order to enter your password ***** log in the computer.
Great. Next, please do the following:
- Click on Start, then click on File Explorer (or click on the yellow folder icon at the bottom of the computer's screen)
, then click on This PC on the left
, then open the C: drive
, then open the folder Windows
, then open the folder System32
, then scroll down, then open the file rstrui...
, then restore the computer to any date before this issue first occurred, and check.
Please reply at the box below to continue. Thank you,
I'm sorry; please cancel / close the System Restore window. Please try the following:
After clicking on System and Security, please click on System first, then you will see Device Manager on the left. Thank you,
Sorry, please click on Uninstall first, then click on OK / Yes to confirm.
Once there is no more Keyboards showing, then restart the computer and check.
OK, once the computer is back on, see if you can use the keyboard to log in. Thank you,
Yes, please log in using the on-screen keyboard. Do you happen to have a USB keyboard (like a desktop computer's keyboard)?
Do you also have a desktop computer?
- Click on Start -> Settings -> Ease of Access, then click on Keyboard on the left. Then turn on / off Filter Keys option and see if the keyboard works or not.
So the keyboard does not work with the Filter Keys option turned on either right?
Go to Device Manager again, then open /expand Keyboards, then right-click on the item under it, and update driver software using automatic option and check.
Also, if needed, make sure the Filter keys option is turned off
, then press at the same time the two keys Windows and Space on the keyboard, then release. Then check the keyboard.
Please let me know. Thanks,
Sorry, please click on Start -> Settings -> Update & security -> Recovery -> Reset PC -> Keep my files and continue. Please let me know. Thank you,
Yes, but you can reinstall them later. What are the names of the apps you use often?
Yes, make sure to select option Keep my files in order to save your data, then Next.
Many apps are already built-in automatically. If an app is missing after resetting the system, please let me know, so I can show you how to reinstall it.
OK, resetting takes awhile. Please keep me update later. Thank you for your patience.
OK, thank you.
OK, almost there. Thank you.
I'm sorry; it looks like the built-in keyboard is bad. Can you get a USB keyboard and connect it to the laptop and check?
How old is the laptop?
Yes, we reset the system fresh like brand-new, but it still did not work.
It looks like the built-in keyboard is bad. Can you get a USB keyboard (about $10 from your local computer store if you want to test), and connect it to the laptop and check?
But since it's hardware issue, Acer can repair / replace the keyboard for you.
Here is the contact:
Please let me know if you need anything else later on. Thank you.