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Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 35243
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
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My keyboard is not working im stuck on the sing in page.

Customer Question

Hey my keyboard is not working im stuck on the sing in page. What can i do? ive already tried fn+ f6 and shut off my computer several times.
Submitted: 5 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 5 months ago.

Hi,

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,

Customer: replied 5 months ago.
Im not good with computers it started this morning and its ab aspire one cloudbook 14 and i think its windows 10. Ive only had it for a couple months
Expert:  Viet - Computer Tech replied 5 months ago.

Thank you. Please press and hold the Shift key on the keyboard for about 15 seconds, and check.

Is the touchpad currently working?

Please reply at the box below. Thank you,

Customer: replied 5 months ago.
the touchpad is working. I tried the shift for 15sec but did not work
Expert:  Viet - Computer Tech replied 5 months ago.

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,

Customer: replied 5 months ago.
Ok ive tried all shift keys for 15sec each then held the on/off key for 10sec then back on. Still no keyboard only touchpad
Expert:  Viet - Computer Tech replied 5 months ago.

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.

Customer: replied 5 months ago.
Ok that worked im logged in. But my keyboard is still not working
Expert:  Viet - Computer Tech replied 5 months ago.

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,

Customer: replied 5 months ago.
It says " create restore point open system pritection"
Customer: replied 5 months ago.
How do i change the date
Expert:  Viet - Computer Tech replied 5 months ago.

I'm sorry; please cancel / close the System Restore window. Please try the following:

  1. Right-click on the Start button (the windows logo icon at bottom left), then click on Control Panel.
  2. Then open System and Security / System.
  3. Then click on Device Manager on the left.
  4. Then double-click on the option Keyboards in order to expand / open it.
  5. Then right-click on each of the item(s) below Keyboards, then click OK / Yes to confirm.
  6. Then click on Start -> Power -> Restart to restart the computer, and check.

Please let me know. Thank you,

Customer: replied 5 months ago.
After system abd security there is no device manager option
Expert:  Viet - Computer Tech replied 5 months ago.

After clicking on System and Security, please click on System first, then you will see Device Manager on the left. Thank you,

Customer: replied 5 months ago.
There is no yes to confirm only.
Update driver software
Uninstall
Scan hardware changes
Properties
Expert:  Viet - Computer Tech replied 5 months ago.

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.

Customer: replied 5 months ago.
Ok just wait for it to restart
Expert:  Viet - Computer Tech replied 5 months ago.

OK, once the computer is back on, see if you can use the keyboard to log in. Thank you,

Customer: replied 5 months ago.
Ok it still is not working. Should i log back in using the on screen keyboard
Expert:  Viet - Computer Tech replied 5 months ago.

Yes, please log in using the on-screen keyboard. Do you happen to have a USB keyboard (like a desktop computer's keyboard)?

Customer: replied 5 months ago.
No im just using the normal keypap on the laptop. Ok im logged back in
Expert:  Viet - Computer Tech replied 5 months ago.

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.

Customer: replied 5 months ago.
No desk top computer.i turned on filter then off it still doesnt work
Customer: replied 5 months ago.
All options are in off position
Expert:  Viet - Computer Tech replied 5 months ago.

So the keyboard does not work with the Filter Keys option turned on either right?

Customer: replied 5 months ago.
Nope it doesnt work while on or off
Expert:  Viet - Computer Tech replied 5 months ago.

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.

Expert:  Viet - Computer Tech replied 5 months ago.

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,

Customer: replied 5 months ago.
Ok none of that worked either
Expert:  Viet - Computer Tech replied 5 months ago.

Sorry, please click on Start -> Settings -> Update & security -> Recovery -> Reset PC -> Keep my files and continue. Please let me know. Thank you,

Customer: replied 5 months ago.
It says my apps will be removed?
Expert:  Viet - Computer Tech replied 5 months ago.

Yes, but you can reinstall them later. What are the names of the apps you use often?

Customer: replied 5 months ago.
Do i press next?
Expert:  Viet - Computer Tech replied 5 months ago.

Yes, make sure to select option Keep my files in order to save your data, then Next.

Customer: replied 5 months ago.
I dont really use the apps so that doesnt matter just maybe skype. But there was alot of windows things that came up
Customer: replied 5 months ago.
Ok its resetting
Expert:  Viet - Computer Tech replied 5 months ago.

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.

Customer: replied 5 months ago.
Ok its at 16% ill msg you when its done
Expert:  Viet - Computer Tech replied 5 months ago.

OK, thank you.

Customer: replied 5 months ago.
80%
Expert:  Viet - Computer Tech replied 5 months ago.

OK, almost there. Thank you.

Customer: replied 5 months ago.
Ok it still isnt working ill log back in useing screen keyboard
Expert:  Viet - Computer Tech replied 5 months ago.

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?

Customer: replied 5 months ago.
Its going threw the motoins like when i first turned it on when i first got it
Customer: replied 5 months ago.
The laptop id only 3 months old
Customer: replied 5 months ago.
I dont have a usb laptop
Expert:  Viet - Computer Tech replied 5 months ago.

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.

Expert:  Viet - Computer Tech replied 5 months ago.

Here is the contact:

http://www.acer.com/ac/en/US/content/service-contact

Please let me know if you need anything else later on. Thank you.