Article ID : 00022930 / Last Modified : 09/30/2014

How to troubleshoot a keyboard not working properly.

Applicable Products and Categories of This Article

Follow these steps to troubleshoot why the keyboard is 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.

NOTE: 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 and re-connect the monitor cable to the LCD port on the back of the computer.Image
  3. Remove and re-connect the keyboard cable to the KEYBOARD port on the base of the LCD monitor.Image

    IMPORTANT: The PS/2 mouse and PS/2 keyboard connections are not interchangeable. Verify that these are connected to the correct ports on the LCD monitor.

  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 currently connected.
  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.