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October 2nd, 2016 15:00
XPS 15 9550 keyboard not working
Hi! I just purchased a 9550 laptop and the keyboard is not working, although the pad work fine.
I updated all the Dell software through the site, using the automatic update detection and also updated my Windows 10, but still does not work.
If I attach a USB keyboard, it works fine.
Could you please point me in the right direction?
Juan M.
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DELL-Rishi
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2K Posts
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October 2nd, 2016 16:00
Hi Juan M,
Rather unfortunate you had to face issues on a new machine.
Was the issue seen from out of box? Did the issue start after any windows updates?
Update the BIOS - http://dell.to/2dl0Tl9 - restart the system and check.
Also, please click my DELL-username and write me a private conversation with the service tag and your contact details(Name and Email) for case records.
Let us know if you have any other queries.
Juan Alvarez
3 Posts
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October 2nd, 2016 17:00
Hi! Thanks for the quick reply.
I noticed the behavior the first time I turned the laptop on.
After that, I updated all the drivers and the BIOS with no result.
And after that, I updated Windows using Windows Update. Still having the same problem.
Is there anything else I can try?
Thanks,
Juan M.
DELL-Rishi
6 Operator
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2K Posts
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October 3rd, 2016 00:00
Hi Juan M,
Thank you for the update.
Run a custom test on the keyboard through Support Assist - http://dell.to/1NEc1Y4
Restart the system and press f2 key on startup to enter BIOS - if it does, check if you are able to navigate the BIOS menu using the keyboard.
If none of the keys on the keyboard are working, then the keyboard controller might have failed.
Kindly write me a private conversation with the service tag and your contact details(Name, Phone#, Address and Email) and I shall book a service call.
If the system is rather new, <21 days, then I would suggest you to return the machine for an exchange.
Let us know if you have any other queries.