Keyboard on Latitude 7430

Question

Hello,

The keyboard on one of these laptops had a "Fault" where the keys E D C where not registering when pressed.

You had to press really hard to get it to register but after that it would act normal.

All drivers and bios are up to date and it does the same in Win10, Win11 (both corp and regular image) I can even make it happen on the bios!

... Dell has replaced the KB TWICE! and still the same issue...

Today I had another laptop do exactly the same thing...
in my experience one is a fluke but two is a trend... anyone having the same issue?

NOTE: these laptops are given to executives so it is high visibility (oof!!!)

LEo Torres · Accepted Answer

The laptop came back from Dell repairs with a palm rest replaced as well as the Keyboard and all works well now.

I am sensing the chassis flexes a lot when pick up by the sides... you know people do that.

filbert · Answer

Connect an external USB keyboard and try that for a while. If the issue also occurs with the external keyboard, then the issue is something in Windows. If the issue does not occur with the external keyboard, then it's likely a hardware issue with the onboard keyboard and it may need to be replaced.

Here are some other things to try:

Try a power reset (unplug AC adapter, disconnect battery, hold down power button for 30 seconds to discharge flea power. Then connect the AC adapter and try it).
Go into Device Manager and delete the keyboard driver. Windows will install the latest.
Use the keyboard troubleshooter. Troubleshoot settings | Additional troubleshooters | Keyboard
Try in Safe Mode to see if the issue occurs there.
Try the Windows on-screen keyboard. If on-screen keyboard also exhibits the issue, it could be due to corrupted system files. Run SFC (System File Checker) scan on your PC to repair those files.
Try in Linux (by booting from a flash drive with Live USB install of Ubuntu, Xubuntu or other)

Dell keyboard troubleshooting guide:
https://www.dell.com/support/kbdoc/en-ca/000131432/keyboard-usage-and-troubleshooting-guide

petermuss · Answer

Hello from Germany!Thats not a keyboard issue, the cable from the kbd to mainboard is the problem.Does the new keyboards came with new cables or do you (or the tech person) use the old ones?

LEo Torres · Answer

AH!I have no idea if they did, the laptop was on another state when it was replaced by the onsite technician, but usually doesn't the KB come with the ribbon attached to it? I will look on the part number... but this is a good hint!I just want to get this zero out... little weird issue... Thanks for the reply Argentum!

LEo Torres · Answer

I've done the helpdesk 101 note that I can replicate this on the BIOS so it is not the OS my guy

LEo Torres · Answer

seems like it does come with the ribbons...
Dell Refurbished- English-US Keyboard with 79 keys | Dell USA
Latitude 7430/Latitude 7430 2-in-1 Service Manual | Dell US

I do think the issue could be in the ribbons or the connector itself.

I don't think I mentioned that if you press hard enough, the keys will type and then type some more normally until it stops again.

petermuss · Answer

Hey LEo TorresNo, the cables are not included when changing the keyboards.And you are right - if the prob shows up in BIOS-Mode, OS and mass storage are NOT the prob!One more thing to check: are the ribbon cables properly attached to the mainboard? If the machines are in heavy use and often put to a backpack and back to the desktop in the office, the main ribbon cable is not in the right position anymore. Reconnect and test it!If the keyboard processor at the mainboard in faulty, the comple mobo needs to be replaced by Dell. All covered by warranty!BTW: my name is Peter Muss, not Argentum - I dont hide behind funny/fancy nicknames

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Keyboard on Latitude 7430

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