some or certain keys are not responding XPS 13 9380

Question

I got my XPS 13-9380 last year and been using it fine and well. since last week, i found that some keys are not working well (the space bar and letter N). I  thought it  was dirty  / dusty so been trying to clean it but still it doesn't help. Worse, yesterday the letter  B (which is next to N) started to stuck as well and today the ? question mark key is not responding  too. I have to push  it  by pressing  it for few times so it can respond, but when i leave it for few minutes the problem comes back again. so Overall the problems are in few keys in the bottom rows  (Space bar, letter N, B , ? and sometimes the V as well). when I tried to plug and use the external keyboard, everything  runs well. I Tried to shut  down and on the laptop and waiting for  the DELL  logo and press the F12  button but it just did not  respond at all.. and I read in previous question by other user that this method  by  pressing F12 button  is  not working in XPS  13.. Any solution  for me ?  since the Dell authorized  service center in my  city is permanently  closed since few months ago. Thank you

Mary G · Answer

Try rebooting the computer and immediately start tapping F12 without waiting for any screen. Your mistake was waiting for the Dell screen. Today's computers boot up too fast for that. The keyboard probably needs to be replaced. Use the external keyboard until it is. BUT You cannot use an external KB for pre-boot actions like tapping F12. If you are still under warranty, contact Dell.

L Shinta Wijaya · Answer

Hi Mary Thank you for your reply.. Yes been using my external KB now since yesterday the error get worse , first it started with Space and Letter N that's not work, followed by letter B and question mark, yesterday it's the arrow (so all left right down arrow didn't work).. I called DELL service center as well , but due to my expired warranty , they told me they can't accept to check or repair my laptop. is there any experience with you guys when the warranty is over , should we extend the warranty plan through DELL (online purchase for the extension) or can I go to DELL Service Center directly and get the keyboard replace there?? As I live in Indonesia , and the DELL office in Indonesia keep pushing me to replace the KB in the normalPC store , not in DELL Service Center, While I prefer to change it in DELL authorized service center. Please advise Thank you - Xoxo

alaug · Answer

I have the same problem. It's more than a few keys and I think the keys that don't work properly change! (I often use an external keyboard). What should I do, dell support? I have ProSupport Plus.

DELL-Jesse L · Answer

alaug, Update=Resolved-user installed a couple of new updates, the latest BIOS and an Intel update using Support Assist. I cannot reproduce the problem any more.

alaug · Answer

@DELL-Jesse L I still have problem with my XPS 15 7950 keyboard. See more updates on this thread.

XPS

some or certain keys are not responding XPS 13 9380

Was this post helpful?