Keyboard Usage and Troubleshooting Guide

1. Look at the connector on the end of the USB keyboard cable.
   

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2. Look for a matching port and USB symbol on the notebook. For more information, refer to Figure 1.
   
   
   Figure 1: USB Port Locations
   Notes:

   • The connector only goes in one way. When the connector does not seem to fit, adjust the angle or flip it over.
   • No drivers or configuration are needed for the keyboard to work.

For information on how to connect to your Bluetooth keyboard, refer to Dell Knowledge Base article Fix, Connect to and Learn About Bluetooth.

1. Press and hold the Windows () key, and then press the q key.
   

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2. In the Search box type main.cpl.
   

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3. Click or touch main.cpl in the list of programs.
   

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4. Click or touch the Dell Touchpad or Cypress Trackpad tab.
   Notes:

   When the Dell Touchpad or Cypress Trackpad tab is not listed, it means one of two things:

   • The utility is not installed. In that case, refer to Dell Knowledge Base article Drivers and Downloads FAQs, for more information on downloading drivers. The Dell Touchpad or Cypress Trackpad Driver/Utility is listed under Mouse, Keyboard & Input Devices.
   • That your newer computer has a Precision Touchpad. To determine whether your computer has the Precision Touchpad, refer to Dell Knowledge Base article How to Use the Precision Touchpad Features in Windows 8(8.1) and 10 and refer to the "The Cursor Moves Around Erratically While Typing on the Notebook Keyboard" section for instructions on how to change the settings, when necessary.

     For more information, refer to the following video How to Check If Dell Touchpad Drivers are Installed - Windows 8(8.1) (English only).

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5. Touch or click on the picture of the touchpad.
   

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6. Touch or click Sensitivity.
   

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7. Make sure there is a checkmark in the Turn On box to the right of Touch Guard.
   

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8. Move the circle under Touch Guard all the way to the right (this can always be adjusted back if the setting is too high).
   

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9. Touch or click Save.
   

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10. Touch or click the X in the upper-right corner to close the Dell Touchpad or Cypress Trackpad Utility.
    

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11. Touch or click OK on the Mouse Properties window.

1. Press the Windows () key.
   

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2. In the Search box type main.cpl.
   

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3. Touch or click main.cpl in the list of programs.
   

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4. Touch or click the Dell Touchpad tab.
   Note:: When the Dell Touchpad tab is not listed, it means the utility is not installed. Refer to Dell Knowledge Base article Drivers and Downloads FAQs for more information on downloading drivers. The Dell Touchpad Driver/Utility is listed under Mouse, Keyboard & Input Devices.

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5. Touch or click on the picture of the touchpad.
   

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6. Touch or click Sensitivity or Touchpad Settings.
   

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7. Make sure there is a checkmark in the Turn On or Enable box next to Touch Guard, Palm Check or TouchCheck.
   

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8. Move the Touch Guard, Palm Check or TouchCheck slider all the way to the right (this can always be adjusted back if the setting is too high).
   

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9. Touch or click Save or OK.
   

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10. Close the Dell Touchpad Utility.
    

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11. Touch or click OK on the Mouse Properties window.

1. Click Start.
   

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2. In the search box type Mouse.
   

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3. Click Mouse.
   

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4. Click the Dell Touchpad tab.
   Note: When the Dell Touchpad tab is not listed, it means the utility is not installed. Refer to Dell Knowledge Base article Drivers and Downloads FAQs, for more information on downloading drivers. The Dell Touchpad Driver/Utility is listed under Mouse, Keyboard & Input Devices.

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5. Click the picture of the touchpad.
   

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6. Click Sensitivity.
   

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7. Make sure there is a checkmark in the Turn On box to the right of Touch Guard.
   

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8. Move the circle under Touch Guard all the way to the right (this can always be adjusted back if the setting is too high).
   

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9. Click Save.
   

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10. Click the X in the upper-right corner to close the Dell Touchpad Utility.
    

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11. Click OK on the Mouse Properties window.

1. Reseat the USB cable into the computer.
   

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2. Make sure the Number Lock Key is set correctly.
   Note: The numeric keypad on a desktop keyboard is normally turned on. When it is off, no numbers appear when the keys are pressed. Press the Number Lock Key to toggle the numeric keypad on and off.

   For more information on where the Number Lock Key is, refer to the document that came with the keyboard or browse to the Keyboard and Mouse Manual page for the manual.

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3. Turn off the computer.
   

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4. Unplug any non-essential external devices, including the following:
   • Speakers.
   • Printers.
   • Scanners.
   • USB devices.
   • USB flash drive or other external storage devices.

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5. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?
   

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6. Turn the computer back on and retest the keyboard. When the keyboard does work correctly, attach one external device at a time and test the keyboard to see which one may have caused the issue.
   

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7. When the keyboard still only works intermittently, refer to the instructions below that best matches the issue you are having:
   1. When a specific key is not working or sticks, turn off the computer and use a can of compressed air to clean around the problem key and then retest the keyboard. For more information, refer to the How to Clean Your Keyboard section.
   2. When the issue only occurs in a specific application program, test the keyboard in another application program, such as Notepad. If the problem only occurs in a specific program, you need to troubleshoot that specific program.
   3. When you have software that may change how the keyboard operates, uninstall or disable it, including:
      • Keyboard macro programs.
      • External gaming keyboard software or drivers.
      • KVM (keyboard, video, mouse) switch software.

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8. Try another wired USB, wireless USB or Bluetooth keyboard when available, to test if it responds correctly.
   

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9. When the Keyboard still does not work after following the preceding steps, refer to Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
   Notes:

   • The test will determine if the keyboard is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the touchpad from working. You can use a restore point to return the OS to a previous state when the keyboard worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
   • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the SupportAssist Pre-Boot System Performance Check page to submit the issue.

1. Make sure to use the wireless USB receiver that came with your wireless keyboard. Using another receiver may mean it uses another technology and it will not be compatible with the mouse. For more information on the latest technology offered by Dell, refer to Dell Knowledge Base article How to use the Dell Universal Pairing For products that are labeled Logitech , please browse to the Logitech Downloads Site for drivers and software.
   Note:

   When buying a keyboard or mouse with a computer:

   • Look in every compartment of the box that the device(s) came in. The wireless USB receiver is small and can be easily over looked. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 1 to see the size and shape of the receiver.

   When buying a keyboard or mouse separately from a computer:

   • The wireless USB receiver will be under the keyboard when buying a keyboard or keyboard, mouse combination, and under the mouse when bought separately. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 2 for the typical location, size and shape of the receiver.

   Figure 1: Wireless Receive

   Figure 2: Wireless Receiver Location in Packaging

   When you cannot locate your wireless receiver after you have unpacked the devices, some mice and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.

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2. Reinsert the batteries or install fresh batteries. For more information on how to install the batteries, refer to the document that came with the wireless keyboard or browse to the Keyboard and Mouse Manual page for the manual.
   

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3. Make sure the keyboard is within 10 feet (3 meters) of the computer.
   

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4. Reseat the wireless USB receiver into the USB port.
   

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5. Make sure the keyboard is turned on. Refer to Figure 3 for an example on what the power button may look like. For more information on where the power switch is, refer to the document that came with the wireless keyboard or browse to the Keyboard and Mouse Manual page for the manual.
   
   Figure 3: Power Button Example
   

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6. Make sure the Number Lock Key is set correctly.
   Note: The numeric keypad on a desktop keyboard is normally turned on, when it is off, no numbers appear when the keys are pressed. Press the Number Lock Key to toggle the numeric keypad on and off.

   For more information on where the Number Lock Key is, refer to the document that came with the wireless keyboard or browse to the Keyboard and Mouse Manual page for the manual.

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7. Save any data, close any open program(s) and restart the computer.
   

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8. Your receiver and keyboard may have a connect button, if so, press the connect button on the receiver and on the bottom of the keyboard. Refer to Figure 4 for an example.
   
   Figure 4: Wireless Keyboard Connect Button Location
   

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9. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?
   

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10. When the keyboard still only works intermittently, refer to the instructions below that best matches the issue you are having:
    1. When a specific key is not working or sticks, turn off the computer and use a can of compressed air to clean around the problem key and then retest the keyboard. For more information, refer to the How to Clean Your Keyboard section.
    2. When the issue only occurs in a specific application program, test the keyboard in another application program, such as Notepad. If the problem only occurs in a specific program, you need to troubleshoot that specific program.
    3. When you have software that may change how the keyboard operates, uninstall or disable it, including:
       • Keyboard macro programs.
       • External gaming keyboard software or drivers.
       • KVM (keyboard, video, mouse) switch software.

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11. Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear; if so, wait until a message that the drivers were installed before using the keyboard.
    Note: When using a wireless USB keyboard with a connect button, make sure to press the connect button on the receiver and on the bottom of the keyboard again.

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12. Try another wireless USB mouse and receiver when available. A notice that drivers are being installed may appear; if so, wait until a message that the drivers were installed before using the keyboard.
    Note: When using a wireless USB keyboard with a connect button, make sure to press the connect button on the receiver and on the bottom of the keyboard again.

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13. When the Keyboard still does not work after following the preceding steps, refer to Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
    Notes:

    • The test will determine if the wireless USB keyboard receiver is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the USB wireless keyboard from working. You can use a restore point to return the OS to a previous state when the keyboard worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

1. Reinsert the batteries or install fresh batteries. For more information on how to install the batteries, refer to the document that came with the Bluetooth keyboard or browse to the Keyboard and Mouse Manual page for the manual.
   

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2. Make sure the keyboard is within 10 feet (3 meters) of the computer.
   

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3. Make sure the keyboard is turned on; refer to Figure 1 for an example on what the power button may look like. For more information on where the power switch is, refer to the document that came with the wireless keyboard or browse to the Keyboard and Mouse Manual page for the manual.
   
   Figure 1: Power Button Example
   

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4. Make sure the Number Lock Key is set correctly.
   Note: The numeric keypad on a desktop keyboard is normally turned on, when it is off, no numbers appear when the keys are pressed. Press the Number Lock Key to toggle the numeric keypad on and off.

   For more information on where the Number Lock Key is, refer to the document that came with the Bluetooth keyboard or browse to the Keyboard and Mouse Manual page for the manual.

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5. Save any data, close any open program(s) and restart the computer.
   

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6. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?
   

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7. When the keyboard still only works intermittently, refer to the instructions below that best matches the issue you are having:
   1. When a specific key is not working or sticks, turn off the computer and use a can of compressed air to clean around the problem key and then retest the keyboard. For more information, refer to the How to Clean Your Keyboard section.
   2. When the issue only occurs in a specific application program, test the keyboard in another application program, such as Notepad. If the problem only occurs in a specific program, you need to troubleshoot that specific program.
   3. When you have software that may change how the keyboard operates, uninstall or disable it, including:
      • Keyboard macro programs.
      • External gaming keyboard software or drivers.
      • KVM (keyboard, video, mouse) switch software.

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8. Install the latest Bluetooth drivers for your computer. For more information, refer to the Dell Knowledge base article How do I download and install a device driver?.
   Notes:

   • The driver will be located in the Network category.
   • For additional drivers and software on products that are labeled Logitech , please browse to the Logitech Downloads Site.

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9. Re-pair the mouse to the computer. For this information and more on Bluetooth mice and keyboards, refer to the Dell Knowledge base article Fix, Connect to and Learn About Bluetooth.

1. Click Start.
   

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2. Click Control Panel.
   

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3. Click Clock, Language, and Region.
   

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4. Click the Keyboard and Languages tab.
   

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5. Click Change keyboards.
   

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6. Using the dropdown menu, select the preferred language for your keyboard.
   Note: You can also add another language by clicking Add under Installed Services. Select the preferred language and click OK.

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7. Click OK twice.
   

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8. Make sure the BIOS for your computer is up to date. For information on how to download the BIOS, refer to Dell Knowledge Base article Dell BIOS Updates.
   Note: Using the SupportAssist application provides automatic computer updates and detects issues that will be resolved for you. Let us take the effort out of maintaining your Dell Computer or Tablet. For more information about SupportAssist, browse to the SupportAssist for PCs and tablets page.

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When a keycap comes off, perform the following steps to try to put the keycap back on the keyboard:

1. Make sure the area that was under the keycap is clean, a can of compressed air is best.
   Caution: Do not turn the can on its side or upside down. This causes a very cold liquid to spray out and can damage your keyboard and skin.

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2. Examine the mechanism that was under the keycap for any damage.
   • When the mechanism looks undamaged, align the keycap and gently press down to try to reseat the keycap.
     Caution: Do not try to force the keycap back on, as you may damage other parts of the keyboard.
   • When there is damage to the mechanism, the keycap cannot go back onto the keyboard.
   Notes:

   • When you have purchased Accidental Damage coverage please refer to the Accidental Damage for Consumer Customers documentation for information on the scope of service, how to contact tech support, limitations and other important terms and conditions relevant to this coverage (English only PDF).
   • For all other hardware support, browse to the Contact Technical Support page.

1. Press and hold the Windows () key, and then press the q key.
   

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2. In the Search box, type settings.
   

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3. In the list of programs touch or click PC settings.
   

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4. Touch or click Ease of Access..
   

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5. Touch or click Keyboard..
   

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6. Make sure Filter Keys is set to off.
   

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7. Press the Windows () key to close the Settings window.

1. Press the Windows () key.
   

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2. In the Search box type ease of access.
   

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3. Touch or click Ease of Access Center in the list of programs.
   

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4. Touch or click Make the keyboard easier to use.
   

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5. Make sure the check box to the left of Turn on Filter Keys is not checked.
   

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6. Touch or click Apply, and then OK.

1. Press the Windows () key.
   

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2. In the Search box type ease of access.
   

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3. Click Ease of Access Center in the list of programs.
   

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4. Click Make the keyboard easier to use.
   

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5. Make sure the check box to the left of Turn on Filter Keys is not checked.
   

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6. When you have made changes click Apply, and then Save, otherwise click Cancel.

1. Press and hold the Windows () key, and then press the q key.
   

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2. In the Search box, type settings.
   

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3. In the list of programs touch or click PC settings.
   

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4. Touch or click Ease of Access..
   

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5. Touch or click Keyboard..
   

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6. Make sure Sticky Keys is set to off.
   

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7. Make sure Toggle Keys is set to off.
   

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8. Press the Windows () key to close the Settings window.

1. Press the Windows () key.
   

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2. In the Search box type ease of access.
   

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3. Touch or click Ease of Access Center in the list of programs.
   

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4. Touch or click Make the keyboard easier to use.
   

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5. Make sure the check box to the left of Turn on Sticky Keys is not checked.
   

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6. Make sure the check box to the left of Turn on Toggle Keys is not checked.
   

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7. Touch or click Apply, and then OK.

1. Press the Windows () key.
   

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2. In the Search box type ease of access.
   

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3. Click Ease of Access Center in the list of programs.
   

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4. Click Make the keyboard easier to use.
   

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5. Make sure the check box to the left of Turn on Sticky Keys is not checked.
   

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6. Make sure the check box to the left of Turn on Toggle Keys is not checked.
   

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7. When you have made changes click Apply, and then Save, otherwise click Cancel.

1. Reseat the USB cable into the computer.
   

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2. Save any data, close any open program(s) and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.
   

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3. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?.
   

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4. Make sure Windows has the latest updates. For more information, refer to Microsoft Knowledge base article Windows Update: FAQ.

1. Reseat the wireless USB receiver into the computer.
   

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2. Save any data, close any open program(s) and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.
   

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3. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?.
   

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4. Make sure Windows has the latest updates. For more information, refer to Microsoft Knowledge base article Windows Update: FAQ.

1. Save any data, close any open program(s) and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.
   

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2. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?.
   

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3. Make sure Windows has the latest updates. For more information, refer to Microsoft Knowledge base article Windows Update: FAQ.