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15894
May 6th, 2018 02:00
XPS 13 certain keys not working on the keyboard
I got my xps almost a year ago and all the keys in the top two rows, the central keys(g,h,j,k,t,y,u) and the START key are not working at all. I have to use the online keyboard instead. What can i do to solve this problem? Also does warranty work in such cases?
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MikeUmali
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May 7th, 2018 08:00
Hi Amisha R,
Yes warranty does cover the support for your keyboard but you'll need to check first if the built in keyboard is really not responding even outside of operating system.
Try this first : From off state mode of the system > Turn On> When you see Dell Logo> Press F12 > Then Select Diagnostics > Press Enter.
Then after the diagnostics run try pressing on the (g,h,j,k,t,y,u) if they would respond any random action. If they would respond then there is a problem within your operating system or drivers.
You'll just need to update your Windows 10 or Update the Drivers for your system or Try reinstalling the driver of the keyboard from device manager and restart your laptop.
If all of this did not resolve your issue I would recommend that you call dell tech support base on your warranty using the http://www.dell.com/support to check your warranty information for support and ask for the process to resolve the issue or you might need to request a replacement of the keyboard.
Have a great day!
Amisha R
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May 7th, 2018 21:00
robert p
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May 8th, 2018 04:00
Hi Amisha R,
Thanks for posting. Apologies that your XPS 13 is not performing as expected.
If you would send me your information in a Private Message, I'd be happy to assist you further. Thanks.