5150 -- Right Control key + ESC, A, Q, TAB don't work

I just received an Inspiron 5100 last week that exhibits the same problem with the right CTRL key. Service tag HDKXF31.

I'm running Win XP Pro.

Please keep me posted if any software/hardware fixes work, plus whatever you learn about the return policies.

Thanks,
Mike.

Back in the office now.
The keys that do not work are:

Right Control + Escape 
Right Control + 1
Right Control + Tab
Right Control + Q
Right Control + Caps Lock
Right Control + A
Right Control + Z

Hope this helps!

Message Edited by Dudelet on 09-22-2003 11:59 AM

Dudelet,

Thank you for using the Dell Community Forum.

Systems within the first 30 days of purchase are eligible to receive new parts.  Systems outside of 30 days will receive refurbished parts.  Refurbished parts have undergone a rigorous bank of tests before they are placed in the pile for reuse.  You should contact Dell Supportto have your technical issues resolved.

Dudelet, did replacing the motherboard solve your problem? They're going to have a technician replace my keyboard, though I'm not optimistic that this will fix it, since it didn't fix yours.

The tech came today. Dell sent him a replacement motherboard, but not a keyboard. The MB did not fix the problem. So now they're ordering a keyboard.

Strange problem...no fix yet!

The tech came out yesterday with a replacement keyboard and that did not fix the problem. He got the support people on the phone. They wanted me to send it back for over a week with nothing to use in the meantime. I've already spent hours "moving in" to this system, so I managed to get them to send me a brand new replacement for which I'll swap the hard drive. It's supposed to arrive early next week. We'll see if the replacement system is any better.

I have hope that we just got a bad run of motherboards or something...surely we can't be the only two users who have noticed this.

Now I need to see if my Mom's 4 month old 1100 exhibits this problem.

Mike.

I just got back from a vacation, so I couldn't post any updates untill today, sorry.

Dell technician replaced mainboard, and problem persisted.  The only things left are:

a) a design flaw in the A23 bios
b) a design flaw in the keyboard layout
c) a design flaw in the mainboard layout, or
d) a design flaw in my perception of reality.

The Dell tech also tried it on his personal 1100, and a few other 5100's and 5150's in the field.  All reproduced the problem identically.  From reading posts here, I know that the 5100, 5150, and 1100 keyboard parts are identical.

Again, the problem reproduced itself in the bootup diagnostics, so that would almost naturally exclude any driver updates, etc. for windows.  Any ideas from Dell?  The way it's looking now, it will be returned if there isn't something done to rectify this flaw.

Guess I didn't get a lemon after all

Dudelet

dudlet and mboone,

Try the solution posted as #4 in the keyboard FAQ.  If this does not work, you should contact Dell Support for a solution.

Bob, I have followed all keyboard troubleshooting steps as recommended by Dell and mirrored in your FAQ. It made no difference.

Both Dudelet and I have been dealing with Dell tech support, and are working to resolve this issue.

It's nice to know there are others out there with the same problem, since Dell support doesn't seem to know much about it.

With respect, I feel like I am being treated like an idiot...  I've pasted #4 in it's entirety, and am marking it up in red.  Boilerplates are nice for level 1 tech support, but I would hope this issue would be looked at by a level 3 tech.  Even a "Yes we know about it, but have no ETR" would be better than the insulting boilerplates and dead silence I'm getting.

Keys on my keyboard stopped responding.
(technically, they never started responding . )

If this is the case, perform the following:

If the system is connected to an port replicator or docking station, undock the system. Does the keyboard work when it is undocked?
No docking station or port replicator attached, and before you ask (again) external keyboards work fine.

Reset the BIOS. Press [F2] during POST, while the Dell Logo screen is up. Press [F9] or hold [Alt] and simultaneously, then press [Enter] to accept resetting factory default configuration. Press [F10] then [Enter] or [Esc] to save the changes, exit Setup,and restart the system.
As mentioned in my first post, I've done this

Check if your system has a reset button. This would be a hole located on either the left, right, or back of the system that looks like the hole on the floppy drive. Use a straightened paperclip to press the button. Reset the computer after performing this.
Color me cynical, but I believe a mainboard replacement would suffice for a reset.

If the keycap has come off of the keyboard or is stuck down, try reseating it. There are typically two rocker arms and a rubber spring which need to be fitted back onto the keyboard.
One of the automated keytests (in diagnostics) is a stuck key test.  My laptop did not fail the test.  All keys are attached on both keyboards I tried.

Boot to DOS using a DOS diskette. Test the keys in a program such as EDIT.
The Boot Partition Diagnostics (F12 -> Diagnostics) should suffice for this.  The problem also exhibits itself in Windows XP Home and XP Pro.

Run the Dell diagnostics program on the keyboard.
Been there.  Done that.  Awaiting my T-Shirt.

If the device fails in the Dell Diagnostics, then contact Dell Technical Support.
Funny you mention that.  I did.  Dell Technical Support has unsuccessfully tried to fix this twice (three times if you count the misshipped part).  I am currently waiting for a Dell Technical Support rep to return a phone call to me, and haven't heard from them to date.

Dell support isn't returning phone calls.  I'm sure that DELL-BobT is doing his job, but this is beyond boilerplates, and I am beginning to lose my patience.  Has Dell duplicated this, not been able to duplicate this, or even attempted to duplicate this problem on any 1100's, 5100's, or 5150's in their lab(s)?

Two questions:

• What is my next step?  If Dell Tech Support doesn't call back, then what!?!
  
• Where did I go wrong?  I contacted Dell Support on the second (or third day)  upon receipt of the laptop.  It's been in Tech Supportland ever since, and there's no light shining at the end of this tunnel.  Now I've been told that it might be a good idea to contact Dell Tech Support.  Wish I'd thought of that!

Please help,

Dudelet

I just received my 5150 2 weeks ago same problem.  Any solutions yet? This is my 3rd 5150 in 2 months. First one had bad mouse pad second one had a bad display.  Dell owes me $40.00 plus for return shipping as Airborne did not pick up in my area.  I starting to think I should have bought a Sony or Toshiba.

As an update, I called Dell Technical Support and had them ship a new (still within 30 days of invoice) laptop.  I should have a final update within 5 to 15 business days.  Either way it will be final.  If the new part doesn't work, it gets returned.  If the new part works, it won't .

 

I'll keep you all posted,

 

Dudelet

Wow... Dell is spending a lot of money chasing its tail on this one.

I have this exact same issue, but it's not a problem for me since I don't use those key combinations.  I'd really like to know if they have any 5150s that it does work on.  The next step (instead of replacing motherboards and entire notebooks) should have been to give you a key trapping program and see what key codes are being dropped by those key combinations. 

The left and right Ctrl keys actually have two different key codes.  Most likely this is a bios bug, but the best way to find that out is to see if these key combos work on an A01 or A03 5150 (assuming it works on any 5150 at all).

Anyway, good luck guys.  =\

Just got the new laptop (service tag BKD3M31), and noticed it's running the A24 bios.  Went into diagnostics as before (F12 at Dell Splash Screen -> Diagnostics) and the exact same problem happened.

Can anyone from Dell grace this thread with a non-boilerplate response?  We've all read the FAQ.  We're not idiots.  It would appear that it is definately a design flaw.  Is it a keyboard flaw, mainboard flaw, bios flaw, or a combination of the three?  What is the estimated time to repair?

I've read the 85xx horror stories with keyboards...  Has Dell managed to get one right yet?

 

Dudelet

I updated the case with Technical Support.  I got to a level 2 tech that was unwilling to pass me to his supervisor or a level 3 support rep. 

Is there a direct number for a level 3 support rep, or supervisor for level 2 personnel?  Does Dell have a technical support escalation chart posted anywhere?

Case # 49528099
Service Tag #1 (with replaced mainboard and keyboard): 394GG31
Service Tag #2 (new replacement for the above laptop):  BKD3M31

 

Dudelet