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chessplayer966

3 Posts

768669

January 12th, 2013 03:00

My USB keyboard does not work. HELP please

I have had four (4) different USB keyboards plugged into my Dell Inspiron 5520 64-bit laptop and all of them eventually stopped working within days. The keyboard will type a few days and then stop working. if I unplug the USB laptop it freezes the computer and I have to hold the power button to restart the computer. Once the computer is back on I can plug the keyboard back in and it will type a word or few then stop working. As long as the USB keyboard is plugged into the port the computer works fine, it does not freezes until I unplug the USB from the port.... I also have a USB mouse which works fine. I have plugged USB mouse into the same USB port where the keyboard was plugged into and I have NO problems. When I unplug the USB mouse nothing happens the computer remains operational. I JUST NEED FOR THE USB KEYBOARD TO WORK ALL OF THE TIME AND WITHOUT FREEZING THE COMPUTER WHEN UNPLUGGED. Simple enough I know but I have been dealing with this problem for going on three (3) weeks now. PLEASE HELP. Thank you in advance.

DELL-Chinmay S

1.8K Posts

January 12th, 2013 03:00

Hi chessplayer966,

I appreciate your concern. 

You can uninstall and re-install USB Root Hubs by following the steps below:

  1. Expand ‘Universal Serial Bus controllers’
  2. From the list, look for ‘USB Root Hub’
  3. Right click, choose ‘Uninstall’, choose ‘Ok’
  4. Uninstall all ‘USB Root Hub’ listed
  5. Wait for all the drivers to get uninstalled
  6. Restarted the computer
  7. Restarting the computer will install ‘USB Root Hub’s automatically on the computer 

Another step you can try is to update the chipset drivers for your computer from the links below:

  1. Intel Panther Point HM77 Chipset: http://dell.to/VRSOEH
  2. Intel USB 3.0: http://dell.to/WzPqKP
  3. Intel Management Engine Interface: http://dell.to/XZkudz
  4. Realtek RTS5179 Card Reader: http://dell.to/VT8WDR 

Steps to download drivers:

  • Click on “Download File”.
  • Select “For Single File Download via Browser”.
  • Click on “Download Now”.
  • Save the drivers on your desktop.
  • Once the drivers are downloaded on the desktop, right click on it and select “Run as administrator”.
  • Follow the prompts on computer to complete the installation. 

You can also perform a clean boot and check the start up programs and services. For more information on this, you can refer to link: http://bit.ly/Vi0QXe 

If the issue still persists, you can update the system BIOS. 

Note: Make sure the ac adapter is connected and the battery is charged 10% or above to update the BIOS. Also, disconnect all the external peripherals before updating the BIOS. All the programs should be closed and documents saved.

Link to update BIOS: http://dell.to/UGwOJs

Please share the findings. 

chessplayer966

3 Posts

January 13th, 2013 05:00

Greetings, I tried the first step (uninstall) and that did not work. I cannot pull up the (2.Intel USB 3.0: http://dell.to/WzPqKP)

step. Also I did not mention this and I apologize for not, I have contacted Dell support THREE (3) different times. The first TWO (2) times the support person hacked into my computer from their location. Completed a series of things uninstall, restart, etc. And each time the keyboard stop working. The second (2nd) person even openned up a test user account on my computer. They suggested that I use the keyboard with this test user account on my computer for a few days. I did and the keyboard still stop working  The third (3rd) time I contacted Dell support the tech disconnected from my call and I never spoke to anyone. This is a very foolish problem that I am going through I mean I just want to us a keyboard thats it. The Geek Squad wants to charge me XXX amount of dollars to fix this problem with a computer that I have only had for not even TWO (2) months. I have been asking other people about this and some think that I need to download some type of hardware from the Keyboard company. What do you as a Dell Technician think?

DELL-Chinmay S

1.8K Posts

January 15th, 2013 06:00

Hi chessplayer966,

Please share the Operating system installed on your computer. 

Did you update the chipset drivers and perform clean boot from links above? 

You can also try using your computer in safe mode and see if the issue still persists: 
  • Restart the computer.
  • Tap the F8 key on the keyboard during the boot process until you see the Windows Advanced Options Menu on the screen.
  • Select “Safe Mode with Networking” from the menu using the arrow keys on the keyboard and then press the key.
  • Select the user account at the log in screen. 
  • See if it exhibits the same behavior.

In case of keyboard, you can disconnect the USB keyboard connected with laptop and then use an Onscreen keyboard to see if the issue persists with that as well. 

To use On screen keyboard:

  • Choose Start/Windows logo → Control Panel → Ease of Access → Ease of Access Center.
  • Click the Start On-Screen Keyboard button.
  • Test out the on-screen keyboard input in any application where you can enter text.
  • Click Options, select the Turn on numeric key pad check box, and then click OK.
  • Open a notepad and try typing on that by clicking on the keys of On screen keyboard.

Note: To use keystroke combinations (such as Ctrl+Z), click the first key (in this case, Ctrl) and then click the second key (Z). You don’t have to hold down the first key as you do with a regular keyboard. 

Try using different ports on computer and see if it exhibits same behavior on all the USB ports. 

Please share the findings. 

chessplayer966

3 Posts

January 16th, 2013 04:00

Greetings Chinmay,

Here is my service tag number <ADMIN NOTE: Service tag removed per privacy policy> . Feel free to check my operating system and also review my previous tech communications. I understand that you are giving me different methods to try but as I stated before two (2) different tech has gained remote access to my system and completed simiiliar methods. Please check the past communications to see if the methods you are requesting I do are the same methods the previous two (2) techs completed.... I really appreciate you assisting me with this frustrating problem. Thank you in advance

DELL-Chinmay S

1.8K Posts

January 17th, 2013 07:00

Hi chessplayer966, 

I appreciate your concern. 

To eliminate any software issues with the computer, you can restore your computer to default factory settings. PC restore will lead to data (pictures, documents, programs, music) loss. Please perform a data backup prior to this step. Please disconnect any external peripherals (printer, scanner or any USB device) as well.  For more information on PC restore, you can refer to article: http://dell.to/U95WH9. 

Please reply for further clarifications. 

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