Article ID : 00022920 / Last Modified : 10/08/2014

How to troubleshoot a keyboard not working properly.

Applicable Products and Categories of This Article

Follow these steps to troubleshoot a keyboard not working properly.

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.


  • The steps below are provided to isolate the issue. Some steps may not be required. After each troubleshooting step is performed, test to see if the issue is resolved.
  • When using a third-party keyboard, refer to the third-party resources for information to properly connect the keyboard.
  1. Turn off the computer.
  2. Remove the keyboard connector and verify that none of the pins are bent.
  3. Reinsert the keyboard connector directly to the keyboard port.

    NOTE: The keyboard cable can be removed and re-inserted at the keyboard end and at the back of the computer.

  4. Turn on the computer.
  5. Test the keyboard for proper function.
  6. Clean the keyboard .
  7. Turn on the computer.
  8. Test the keyboard for proper function.
  9. Turn off the computer.
  10. If another keyboard is available, substitute that keyboard for the one connected to the computer.

    NOTE: When using a standard PS/2® keyboard, a USB mouse will be required.

  11. Turn on the computer.
  12. Test the keyboard for proper function.
  13. Boot to the Recovery CD and verify that the keyboard functions properly.
  14. Remove and re-install the keyboard driver .
  15. Test the keyboard for proper function.
  16. Reset the BIOS defaults .

    NOTE: If the issue is still unresolved after completing all of the troubleshooting steps, service may be required.

    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.