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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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I can't get my number keys to unlock. Comcast, thru Internet

Customer Question

I can't get my number keys to unlock.
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: Comcast
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: thru Internet Explorer
JA: What troubleshooting have you tried?
Customer: I tried pressing the number lock button, which doesn't seem to matter. It does make a little ping noise but that is all
JA: Anything else you want the email expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Email
Expert:  Viet - Email Tech replied 2 months ago.

Hi,

I'm sorry about the issue. What's the model of your computer?

Is it a laptop or desktop?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,

Customer: replied 2 months ago.
desk top HP all-in-one computer 3yrs old
Expert:  Viet - Email Tech replied 2 months ago.

Thank you. Is it a wired or wireless keyboard?

Does your computer have windows xp, vista, or 7 or 8 or 10?

Can I connect remotely to your computer, so I can fix this issue directly on your computer for you?

Please reply at the box below. Thank you,

Customer: replied 2 months ago.
wireless keyboard windows 10 I can use the number keys that are above the letter keys, but I can't use the numbers keys that are on the right side of the keyboard.
Expert:  Viet - Email Tech replied 2 months ago.

What's the brand / model of the wireless keyboard?

Does it have an Fn key (at the bottom left) of the keyboard?

If you have a USB wired keyboard, can you connect it to the computer and check the NUM lock on that keyboard?

Customer: replied 2 months ago.
It is the HP wireless keyboard that came with the computer. Yes it has a Fn key. I do not have a wired keyboard to plug into it.
Expert:  Viet - Email Tech replied 2 months ago.

If you press at the same time the two keys Fn and Num lock, does it turn on / off the keypad?

Customer: replied 2 months ago.
no, I have tried that on a word document ---- and I am trying to do it now. It just makes a little ping sound but does not unlock the numbers
Expert:  Viet - Email Tech replied 2 months ago.

Sorry, press at the same time the two keys Windows logo and R on keyboard, then type ocr then click OK, then the On-Screen Keyboard window should appear on the computer's screen. Then there, click on NumLock (if needed, click on Options first), then type numbers here and check.

Please let me know. Thank you,

Customer: replied 2 months ago.
well, after ocr it listed it on some page and when I clicked on it, it referred me to the app store
Expert:  Viet - Email Tech replied 2 months ago.

Make sure you have done the steps correctly:

  1. Press at the same time the two keys Windows logo and R on the keyboard
    - Then you should see the Run box.
  2. Type ocr in the Run box.
  3. Click OK.

- Then do you see the On-Screen Keyboard window appear on the computer's screen?

Please let me know. Thank you,

Customer: replied 2 months ago.
I do that, no there is not an on-screen keyboard that comes up, but a file folder that says 'en-us' then the date modified, then file folder. When I click on it, it changes to 'MSOcrRes.orp then a date, when I click on it, it refers me to the app store
Expert:  Viet - Email Tech replied 2 months ago.

Do you see the Run window after pressing at the same time the two keys Windows logo and R on the keyboard?

Customer: replied 2 months ago.
then I press OK
Expert:  Viet - Email Tech replied 2 months ago.

When you see the Run box, then you type OCR first, then you click OK right?

Customer: replied 2 months ago.
right
Customer: replied 2 months ago.
I am sorry but I have to go now. Thank you for trying to help me but I have to sign off.
Expert:  Viet - Email Tech replied 2 months ago.

I'm sorry. Can we continue tomorrow?

Also, if you'd like to, I can connect remotely to your computer and fix this issue directly and quickly for you.

Thank you,