Computer Help forum


Certain Keys Unresponsive

TL:DR, Filed a claim on my laptop through the warranty company to receive repairs on unresponsive keys and broken sound. Servicers found none of the issues I described. When they sent it back, the issues are still here and I'm -$400 for an "inflated battery" and shipping costs which were not covered by the warranty. Please help me...

A couple keys on my Dell XPS 15 keyboard are frequently unresponsive, making typing very frustrating.
The keys that misbehave most are "w" and "2".
I have also noticed that "caps lock" sometimes has the issue as well.

This has been a problem I've dealt with for about 6 months so I finally decided to send it in to get repaired with the warranty.

The servicer was unable to find any issues with the keyboard and instead noticed an inflated battery, which was not covered by the warranty and I was slapped with a nice big bill. Anyways, I knew for a 100% fact that the when my laptop returned the issues would still be present and to no surprise they are...

Any USB keyboard I plug in works 100% flawlessly. I have deleted the keyboard drivers and reinstalled them several times but the issue persists.

When filing my claim, I also noted this issue which I have that can be found heree in a Previous Post I have faced issues with the sound since before april 2016 and the servicer was unable to find anything wrong with the sound.

Please, possible causes and solutions, how I can fix them myself, or prove to the servicer that the issues I've described exist.

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All Answers

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Once in a while

In reply to: Certain Keys Unresponsive

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Forgot to mention

In reply to: Once in a while

As I got the laptop back from the servicer and noticed the problems still occurred, I performed a factory reset. The keyboard ("w" and "2") is not fixed, although I have yet to notice any issues with the sound...

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Sound still broken also.

In reply to: Forgot to mention

This video is just one source that causes my sound to go haywire. If necessary I'll upload a recording of exactly what happens but essentially it just makes a really high pitched noise every time a new sound is played. Even after closing that youtube video, any sound made from then on will have a high pitched ringing.

Closing my laptop and waiting for everything to "sleep" and then opening the laptop and waking it up again resolves the sound until another source causes it to happen again.

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Ridiculous I know..

In reply to: Sound still broken also.

Just trying to test things out... I know this has a ton of ridiculous garbage going on but this causes the sound to go crazy. I presume a normal soundcard would be perfectly fine after closing this video.

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In reply to: Once in a while

The keyboard is my biggest issue... The sound is irritating but typically does not present issues unless I go searching for causes as I have just done. So I'm mostly looking for solutions to the keyboard but solutions for the sound are also welcome.

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Recorded my keyboard.

In reply to: ANYWAYS

Here is a recording in case the issue isn't clear. I also tried to record the sound however my phone is unable to pickup on the high pitched noise and you can't hear it in the playback.

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If a factory reset doesn't clear this up

In reply to: Recorded my keyboard.

You can demo it all you like and if the shop/maker doesn't fix it, you are looking at a full up return for refund.

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Servicer watched recording

In reply to: If a factory reset doesn't clear this up

in their email reply, they told me to apply more pressure to the keys. Still not working as they should. I understand the keys SOMETIMES work, but that is after pressing them with a lot of pressure many times just to get 1 letter to type.

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I don't know your skill level.

In reply to: Servicer watched recording

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Not very skilled

In reply to: I don't know your skill level.

Haha... working with hardware is something I'm not super comfortable with doing myself which is the main reason I sent my laptop to the servicer in the first place. I suppose I will look into replacing it myself however this is something that should be covered by my warranty and should have been fixed in the three weeks that the servicer was in possession of my laptop. After sending the 2 new videos of me applying more pressure to the keys, the servicer has not replied to emails and seems to be ignoring me. Pretty fun stuff.

Thanks for all your input and help, know of anything else I could do to get the servicer to notice this problem and get it resolved?

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I wish I had such magic.

In reply to: Not very skilled

While I ran repair shops long ago, I responded to please and thank you's. Folk that were demanding were sent to my business partner who would listen. Not that it would speed things up much.

Then again, we did offer "expedited" repair (hint, pay more).

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I booted from Ubuntu Linux

In reply to: Once in a while

I reset the device to factory settings, the issue was still present. I then created an Ubuntu bootable USB drive and booted up on Linux, the issue was still present. I have also scanned numerous times for viruses and used DELL's diagnostic test and also the bootable diagnostic test. No issues have been found.

Keys are still frequently unresponsive.

Any ideas?

Thank you.

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Test complete. You have bad hardware.

In reply to: I booted from Ubuntu Linux

Time to make the seller or maker fix this.

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