Dell XPS 13 9370 keys not working

Question

Hello,

Dell XPS keyboard started playing up a few weeks ago with random keys not working and at first thought it was my typing. I realised some keys were not working so did the usual things suggested here:-

1. Updated all drivers and bios. (bios with some pain. see below)

2. Reset bios defaults.

3 Run diagnostics

At first it rectified the issue but a few days later it was back and now keys on one line Q to P exactly do not function inside or outside of OS so forced to use a USB keyboard.

One issue I had was initially updating the bios which I thought it had been doing via SupportAssist since I brought it (2018) but found out it was actually advising me it did when hadn't. I was still on 1.15 ! (4 years later). After forcing a BIOS update by doing a recover process someone explained on here I was finally updated to 1.21.

Initially I also was unable to install SupportAssist as failing to update which I found on here is another common problem.

Now I look after my laptop (still looks like new) and brought this Dell purely on the basis of the reputation of reliability and quality of DELL products and expected this to last more than 4 years given the price tag then. The fact of a keyboard failing like this is very disappointing given that was the least bit of hardware I used.

Based on the above I am finding it hard to believe I have a keyboard that has failed (hardware wise) with these specific keys (not working,then working, then not working). Has anyone here had this issue or know of anything else I can try before losing all faith in DELL ?.

I have seen people replace the keyboard and still not fix the issue and also how complicated and long DELL have made it to change too.

JOcean · Answer

If an external keyboard works fine then you can assume the laptop keyboard needs replacing. If it were a Windows problem or a BIOS problem then the external would also experience the same issues. Keyboards are available at Parts-People here.

AMJ234 · Answer

Just an update....even though my bios was flashed with the latest 1.21 and showing up in setup the sameI thought I would just try it one more time........guess what the keyboard is now fully functional. DELL you have some quality issues with your products so please investigate more before trying to sell your customers parts.

I recommend to anyone if you have this type of issue is to flash your bios a few times first as clearly there are bugs in bios updates or manufacture of these bios chips.

d5123101 · Answer

Yes. having to reflash the BIOS is something I have heard as necessary before. If you have no further issues please feel free to mark your reply as the solution to the forum post.

d5123101 · Answer

Have them reply and vote this forum post so something is visible. Also, if they are eventually able to fix it with BIOS updating, Dell probably won't address it.

AMJ234 · Answer

OK so now 5 days later is back again...I really don't believe this is hardware  keyboard wise but something to do with the bios /  bios updates as have seen Mutiple people here have the same again and again and a keyboard swap didn't do the trick.....Dell can you look into this given sooooo many complaints and zero interest from you. Ether you know what the issue is and keeping quiet or just don't care your customers and 100's of complaints.

AMJ234 · Answer

OK the same specific keys (q to p) continue to die every few days out of nowhere and the only way to fix it is reinstalling the BIOS (latest). I definitely know this works because as it is installing, I press one of the offending keys halfway through the install and has immediately come back to life!. Dell come on this is ether a BIOS firmware or chipset issue I am sure you are aware of and being strangely quiet about to your customers. LOOK INTO IT AND GIVE US ALL AN ANSWER!

awengde · Answer

My problem resolved after removed back cover then reseat keyboard connecter from motherboard.

John harper · Answer

Try attaching a usb external keyboard to test. If that works ok use that. Replacing the KB is a difficult task.

alopex · Answer

hello, I have exactly the same problem. Is it there a solution?

LongerDell · Answer

Hello,
I have exact the same keyboard malfunction as described above by AMJ234. I've tried every thing from restoring to last good known config, to re-installing Windows, to updating the Keyboard driver... problem disappeared for a few days, then it shows up again - I have just experience this since last week.

Like AMJ234 mentioned: I hardly use the keyboard, very light user of this XPS 13 9370.. it's hard to believe that the hardware would fail that fast. This seems to be a bug inside BIOS.

I just read this thread today, and just tried re-flashing BIOS to the latest version 1.21.0, Release date
24 Aug. 2022. And I have run numerous Dell SupportAssist diagnostic tests: all physical hardware are good-to-go, all green, including the keyboard test. It seems to work for now. Will keep you guys posted if this works permanently or not.

@ Dell Support: please work on a solution, or release a new BIOS to address this. Thank you!

nulfinis · Answer

I'm coming across the same problem and come across many threads from people with the same. I've tried every solution here and elsewhere. I've gone as far as to take my laptop apart, check all cables, take out the keyboard, remove the keys for a proper cleaning. Esc, F4, F5 & F6 just won't work.

The only difference to the original is that I have Windows 11 upgraded. I noticed that a lot of the support drivers are not compatible with Win 11 and that Raid will not function on my hynix drive as they have not provided new drivers either.

Let's get a new bios out please Dell

AMJ234 · Answer

Sadly Dell have washed their hand of it a and even refuse to respond to mine and 100's of other users comments on the same subject. This speaks volumes for their support of products and the focus more on making money rather than quality control and customer satisfaction.  This is why I won't invest in their products or recommend them to my client base.

PCMoan8837c3 · Answer

I have the same problem as of Feb 2024.  I've updated the BIOs (Aug 22 2023 version) and it initially solved the problem ... until it didn't.  The issue reappeared after a week and now it's permanent. I've lost my 'i' key and my 'k' key (I'm typing this from another laptop.)

AJ-127 · Answer

Same problem with my XPS 17 9720 on Windows 11, purchased less than 2 years ago... all the 'updates' are up to date, but the keyboard randomly misses letters no matter how many times or how hard I press. Considering I write for a living, this is an EXTREMELY awful bug/glitch because I end up with so many typos that it's seriously jeopardizing my ability to earn a living. :(

tmtenterprise · Answer

I am experiencing an issue with the number keys on my Dell XPS 7390. For some reason, the number keys 4, 7, 8, 9, and 0 are not functioning. I accidentally discovered that in order to use these keys, I need to press the number key 3 simultaneously. For instance, to input the number 4, I have to hold down the number key 3 and press 4, which results in 34 showing up, and then I can delete the 3.

1. Updating the BIOS did not resolve the problem.

2. The external keyboard works perfectly.

I think there is an issue with the keyboard or motherboard.

XPS

Dell XPS 13 9370 keys not working

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