OK..here's the latest after a busy weekend! I eventually realised it was a Windows problem and went back to the initial recovery discs I made when I got the laptop. That cleared the problems completely! Of course, I then had to work my way through various back-ups and so on to get back to where I was before the problem. This post is on the laptop, rather than the desktop I'd had to use when I lost connectivity, so it shows I'm back in action.
Thanks for your help, Manshu. It helped me to focus on what was wrong and that made a big difference!
I would recommend you to perform a Pre Boot System Assessment (PSA Diagnostics). To launch PSA diagnostics, press and hold “Fn” key while turning on the system. Hold it down until the diagnostic starts. For more information click the link mentioned below:
Manshu - I ran the PSA tests as suggested and the hardware diagnostics that loaded afterwards. All tests passed - including the keyboard and touchpad. However, when I then started to load Windows 7, the problems returned.
I had seen that article earlier today but I just tried it again. The symptoms are the same - with everything disconnected, the keyboard does not work with the Windows login, but when I then connect the external mouse and keyboard, the external devices work but the internals do not.
I just did some more digging - in Control Panel/hardware/devices/ the properties for the keyboard and touchpad both say they cannot start (Code 10) and the WAN and wifi devices are all showing Code 31.
I would suggest you to check the keypad functionality outside operating system. Restart the computer and tap the F12 key to access One Time Boot Menu. If the One time Boot Menu does not come up, keypad needs replacement.
To ensure that is the case, restart the computer and tap the F2 key to access BIOS. If the BIOS does not come up, keypad needs to be replaced.
Thanks for continuing to follow this question. I've tried your suggestions - and I'm pleased to say that both F2 and F12 work correctly in the BIOS. This confirms the hardware diagnostic tests I did earlier, so I now believe the keyboard is working correctly with the BIOS.
That leads me to think that the problem is in Windows and may have been the result of the errors I saw when the machine first told me there was a problem with the battery. I saw the system try to make some kind of automated recovery, but it was using screens and messages I didn't recognise, so I wasn't sure what it was doing. I wonder if perhaps the recovery attempt somehow unset some important settings, which meant that Windows does not recognise the keyboard or touchpad or the Wifi connections. I'll have a look through my backup and recovery discs to see if that might help.
simonh11
8 Posts
1
February 5th, 2013 04:00
OK..here's the latest after a busy weekend! I eventually realised it was a Windows problem and went back to the initial recovery discs I made when I got the laptop. That cleared the problems completely! Of course, I then had to work my way through various back-ups and so on to get back to where I was before the problem. This post is on the laptop, rather than the desktop I'd had to use when I lost connectivity, so it shows I'm back in action.
Thanks for your help, Manshu. It helped me to focus on what was wrong and that made a big difference!
Simon
simonh11
8 Posts
0
February 1st, 2013 12:00
OK, thanks, Manshu - running it now - I'll let you know how it works out.
Simon
DELL-Manshu S
4 Operator
•
2.2K Posts
0
February 1st, 2013 12:00
Hi simonh11,
Welcome to the Community.
I would recommend you to perform a Pre Boot System Assessment (PSA Diagnostics). To launch PSA diagnostics, press and hold “Fn” key while turning on the system. Hold it down until the diagnostic starts. For more information click the link mentioned below:
http://dell.to/RO1v0p
Please keep me posted with the results.
Thanks & Regards
Manshu S
#iworkfordell
simonh11
8 Posts
0
February 1st, 2013 13:00
Manshu - I ran the PSA tests as suggested and the hardware diagnostics that loaded afterwards. All tests passed - including the keyboard and touchpad. However, when I then started to load Windows 7, the problems returned.
Simon
DELL-Manshu S
4 Operator
•
2.2K Posts
0
February 1st, 2013 13:00
Hi Simon,
Thank you for the reply.
Please refer to Dell Article 277550 to troubleshoot keyboard issue with the notebook. Click the link mentioned below to access the article:
http://dell.to/M7NEla
Thanks & Regards
Manshu S
#iworkfordell
simonh11
8 Posts
0
February 1st, 2013 13:00
Hi Manshu
I had seen that article earlier today but I just tried it again. The symptoms are the same - with everything disconnected, the keyboard does not work with the Windows login, but when I then connect the external mouse and keyboard, the external devices work but the internals do not.
Simon
simonh11
8 Posts
0
February 1st, 2013 14:00
I just did some more digging - in Control Panel/hardware/devices/ the properties for the keyboard and touchpad both say they cannot start (Code 10) and the WAN and wifi devices are all showing Code 31.
DELL-Manshu S
4 Operator
•
2.2K Posts
0
February 1st, 2013 15:00
Hi Simon,
Thank you for the reply.
I would suggest you to check the keypad functionality outside operating system. Restart the computer and tap the F12 key to access One Time Boot Menu. If the One time Boot Menu does not come up, keypad needs replacement.
To ensure that is the case, restart the computer and tap the F2 key to access BIOS. If the BIOS does not come up, keypad needs to be replaced.
Please keep me posted with the results.
Thanks & Regards
Manshu S
#iworkfordell
simonh11
8 Posts
0
February 1st, 2013 16:00
Hi Manshu
Thanks for continuing to follow this question. I've tried your suggestions - and I'm pleased to say that both F2 and F12 work correctly in the BIOS. This confirms the hardware diagnostic tests I did earlier, so I now believe the keyboard is working correctly with the BIOS.
That leads me to think that the problem is in Windows and may have been the result of the errors I saw when the machine first told me there was a problem with the battery. I saw the system try to make some kind of automated recovery, but it was using screens and messages I didn't recognise, so I wasn't sure what it was doing. I wonder if perhaps the recovery attempt somehow unset some important settings, which meant that Windows does not recognise the keyboard or touchpad or the Wifi connections. I'll have a look through my backup and recovery discs to see if that might help.
Simon