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May 27th, 2017 23:00
Keyboard problem with XPS 13 (2016), Windows 10 Home
Hi everyone
I'm having a recurring problem with my otherwise excellent XPS 13, Windows 10 Home 64-bit English purchased last year. My keyboard will often stop responding if the computer if I stop using the computer briefly and the lid has been moved (not necessarily closed). I tried obvious solutions, such as changing the power options when the lid is closed (which I've set to "do nothing), but to no avail. The touch pad still works so I can generally close and save my work, then restart, but it's the only way to reactivate the keyboard.
Any ideas?
Many thanks
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DELL-Rishi
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May 28th, 2017 09:00
Hi GTISO,
What is the exact system model? Do you have a dock connected?
Is there any damage / liquid spillage on the system? Does the issue occur with / without the adapter connected? What applications are you using when the keyboard stops responding?
When the keyboard stops responding, connect and external keyboard and check if it works fine.
Update the BIOS - http://dell.to/1n3X2po - enter the service tag and download the BIOS, update and restart the machine and check.
Force the BIOS update if required.
Restart the system and check in safe mode.
Enable the built in admin account and check if it works fine.
Restart the system and press f12 key on startup - choose diagnostics. Let it run the diags and if you encounter any errors - make a note of the complete error and report the same to us. These are onboard diagnostics and they might possible pick some error if the hardware is not functional.
Also, please click my DELL-username and write me a private message with the service tag and your Name for case records.
Let us know if you have any other queries.
gtiso
2 Posts
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May 28th, 2017 17:00
Thank you. My model is an XPS 13 9350. I will try to pay attention to whether the adapter is connected and/or what applications are on at the time - it will be harder to check if any changes make a difference because it's not a problem I can "make happen", if you know what I mean. But thank you for now, I'll follow your suggestions and check back in when I have more info. Best regards. Giovanni
DELL-Rishi
6 Operator
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2K Posts
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May 28th, 2017 20:00
Hi Giovanni,
Thank you for the info.
Yes, you would need to test the suggested steps if and when you encounter the issue again and while using the safe mode or the built in admin account, you would need to use the respective accounts and wait to see if the issue reoccurs.
Keep us posted accordingly.
Let us know if you have any other queries.