Article ID : 00013888 / Last Modified : 08/16/2015

The keyboard and touchpad do not work in the operating system, but keyboard does work in the BIOS.

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Follow the steps below to resolve the issue.

NOTE: Some VAIO® notebooks include a feature which allows the touchpad and touchpad buttons to be disabled using the Fn+F1 keys on the built-in keyboard. Try holding down the Fn key and press the F1 key to see if the touchpad and touchpad buttons are re-enabled.

  1. Start the computer in Safe Mode  and confirm if the keyboard and touchpad are functional.

    NOTE: If the keyboard and touchpad are functional in Safe Mode then this is likely a software issue.

  2. Confirm that the touchpad is enabled in both the VAIO Control Center and the Device Manager:
    • Within the VAIO Control Center:
      1. Click the Start button, click All Programs, and then click VAIO Control Center.
      2. In the VAIO Control Center window, click Keyboard and Mouse.
      3. Under Keyboard and Mouse, click Pointing Device.
      4. In the Pointing Device screen, click to place a check in the box next to Enable.
    • Within the Device Manager:
      1. Click the Start button, and then click Control Panel.
      2. In the Control Panel window, click System and Security.
      3. In the System and Security window, under System, click Device Manager.
      4. In the Device Manager window, double-click Mice and other pointing devices.
      5. Under Mice and other pointing devices, double-click Synaptics/Alps PS/2 Port Touchpad.
      6. In the Synaptics/Alps PS/2 Port Touchpad Properties window, ensure the Device status states This device is working properly.

        NOTE: If the Device status states that the device is not working properly, remove the Synaptics/Alps PS/2 Port Touchpad driver and restart the computer.

  3. Confirm that the keyboard is enabled in the Device Manager:
    1. Click the Start button, and then click Control Panel.
    2. In the Control Panel window, click System and Security.
    3. In the System and Security window, under System, click Device Manager.
    4. In the Device Manager window, double-click Keyboards.
    5. Under Keyboards, double-click Standard PS/2 Keyboard.
    6. In the Standard PS/2 Keyboard Properties window, ensure the Device status states This device is working properly.

      NOTE: If the Device status states that the device is not working properly, remove the Standard PS/2 Keyboard driver and restart the computer.

  4. If the keyboard and touchpad work in Safe Mode then, while still in Safe Mode, remove all third-party keyboard and touchpad software and restart the computer.
  5. If the keyboard and touchpad do not work in Safe Mode then it is likely a hardware issue and the computer will require service.

    For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.

      

    For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.