Article ID : 00022934 / Last Modified : 05/04/2015

How to troubleshoot a keyboard that does not work properly.

Applicable Products and Categories of This Article

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.

Follow this procedure to troubleshoot a keyboard not working properly.

  • 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.
  4. Turn on the computer.
  5. Test the keyboard for proper function.
  6. Ensure the number lock feature of the keyboard is not activated.
  7. Clean the keyboard .
  8. Turn on the computer.
  9. Test the keyboard for proper function.
  10. If another keyboard is available, substitute that keyboard for the one connected to the computer.
  11. Turn on the computer.
  12. Test the keyboard for proper function.
  13. Remove and reinstall the keyboard driver .
  14. Test the keyboard for proper function.
  15. Remove all the additional keyboard settings in Accessibility Options .
  16. Test the keyboard for proper function.
  17. Reset the BIOS defaults.
  18. Test the keyboard for proper function.
  19. Perform a System Restore  to a earlier date.
  20. Test the keyboard for proper function.

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.