XPS15 9560 Keyboard Issues

Question

Several keys on the keyboard are unresponsive unless you tap on them several times. The laptop has passed every diagnostic test, all drivers are updated, and an external keyboard works fine.

ejn63 · Accepted Answer

A 3-4 year old battery is likely near the end of its life -- the service manual has the details on how to replace the keyboard (the mainboard has to be removed from the system.

https://www.dell.com/support/home/en-us/product-support/product/xps-15-9560-laptop/docs

If you don't want to do that job yourself, a local computer shop can do the job for whatever an hour's labor costs where you are located -- alternatively parts-people.com charges a flat $100 for repair if you buy the part from them.

ejn63 · Answer

Since you've already mentioned an end of life battery in the other thread, remove the base cover and check the condition of the battery. If it's starting to swell, which is common with end of life batteries, it's very common for keyboard and touchpad issues to be the first signs.

If the battery is at all swollen, remove it immediately -- the system will function on AC only until you can order a replacement battery.

CKDV · Answer

The original battery -- which did swell -- was already replaced under warranty. So this is the second battery. I did remove it anyway and then reinstalled it, but it made no difference.

ejn63 · Answer

If the issue with the keyboard started after you had the swollen battery, the keyboard was likely damaged by that incident.

Replace the keyboard.

If the battery in question is not holding a charge for very long:

1. Is it an OEM battery? If so, did it come from a reliable supplier?

2. In the part number string on the battery is a three-digit sequence (something like 2A6). What is that string?

CKDV · Answer

Yes, it appears to be an OEM battery replaced in 2018 or 2019 under warranty. I can't answer the part number question (the computer case is closed), but the battery does have a Dell logo on it, M2X4. As for the keyboard, I had already considered that the swollen battery caused a keyboard problem, but I have no idea how to replace it. It seems completed integrated into entire top of the laptop. I doubt that's an easy fix and certainly beyond my skillset.

CKDV · Answer

I really want to thank you -- my problems are solved. Even though diagnostics showed that the battery was fine, replacing it made all the difference. In addition, I searched out a local IT guy who replaced my keyboard, and now that's fine as well. He says that the XPS versions run hot, which could have caused the keyboard issue, so I've purchased a cooling pad. All in all, it cost me a few hundred dollars to keep a laptop that would cost about $3,000 to replace. Thanks so much for the advice.

samos1111 · Answer

I've had a similar problem with the 9550, with keys 9 o l .

They would stop working, sometimes they could be revived by pressing them quickly, sometimes this would only work temporarily.

The problem was fixed (temporarily?) by wiggling the keyboard ribbon cable connector on the motherboard. In the 9550, the connector is barely accessible by removing the battery, see the service manual. It is possible to lift the tiny latch 90deg, wiggle the cable carefully, relatch. For proper access, the MB must be removed, just like for keyboard replacement.

XPS

XPS15 9560 Keyboard Issues

Was this post helpful?