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Sticky or Unresponsive Keys ¶ 

The laptop's keys are sticky or unresponsive or appear to be broken or missing.

Dirt and Grime causes the keys to stick or break ¶ 

If the damage does not warrant the use of a cleaning kit, then use a can of compressed air and blow the dirt out of the keyboard.

If this is not successful ¶ 

1. Take a keyboard cleaning kit and clean the dirt and grime out of the keyboard thoroughly. Using the scrubbing tool included in the kit, scrub the dirt between keys out of the keyboard.

2. Clean up the grime that the tool was unable to clear out using a cleaning solution and wipe off after applying it to the keyboard.

If neither one of the solutions solve the issue ¶ 

You may need to remove the keyboard from the device manually and thoroughly clean the palmrest keyboard before reinstalling.

A key has fallen out of the keyboard ¶ 

Search for and install a replacement key where the missing key is located. For example: The product has shipped to your residence or business without a Windows key. If that is the case, then simply install the key on the blank location by attaching the retainer clips to the key along with the metal hook if needed. Be sure to push the key down evenly on all four sides in order for the clips to perfectly attach to the replacement key.

Keyboard Back Light Malfunctioning ¶ 

The keyboard's back light appears to be not working at all or malfunctioning.

Keyboard backlight not turned on ¶ 

Hold down the Fn key and press F10. You should get varying intensities by pressing F10 multiple times.

If this does not work, ¶ 

1. Press the Windows key and the x keys at the same time.

2. From the menu, select mobility center

3. In the mobility center you should see options for keyboard brightness.

4. If you do not see the keyboard brightness settings, go to Dell Warranty Status and enter the service tag. Click on original configuration to see if your model actually has a backlit keyboard installed.

Keyboard is working inconsistently ¶ 

“The keyboard appears to not always register strokes, caps lock or other keys become stuck in the on/off position. Touchpad may be working inconsistently”

====There may be hardware or software issues at play.====

1. Switch off the computer.

2. Disconnect the AC adapter from the system.

3. Remove the battery from the computer.

4. Press and hold down the power button for 15 seconds.

5. Connect back all the peripherals and check for issue resolution

You can use Dell’s enhanced pre-boot system assessment (ePSA) to diagnose hardware issues.

As you power on your computer, tap F12 repeatedly to bring up the pre-boot menu, select diagnostics. Here you can test different components of the laptop to see if they are the problem.

Basic Input/Output System or BIOS may be faulty or out of date. ¶ 

BIOS is a firmware that is embedded onto the System Board of your computer. By updating this software you may fix the keyboard or touchpad issues.

1. Go to the Drivers & Downloads page on the Dell website

Found at

2. Click Detect Product to select your device

• Another option is to enter the Express Service Code of your laptop and press Submit.

3. You should now be on the Product Support Page.

• If you are taken to a page with two tabs under Optimize your system with drivers and updates labeled Guide Me and Find it myself, click on the Find it myself tab. Otherwise, proceed to Step 4.

4. Make sure that the correct Microsoft Windows Operating System is next to View all available updates.

5. Select Change OS and select the correct Operating System, such as Windows 10 or Windows 8.

6. Select BIOS and then select Download File.

7. Click Save and save to your preferred location.

8. After it has concluded downloading, select Run and refer to the installation instructions.

Touch Pad Malfunctioning ¶ 

The laptop's touch pad is unresponsive or malfunctioning.

If your touchpad is not working correctly and responding slowly or erratically to touch, there are a few very simple reasons for what’s causing it. ¶ 

1. The touchpad is dirty or something has been spilled on it. Ensure the touchpad is completely clean and dry.

2. Go into settings and ensure that the touchpad is turned on.

3. Restart the computer to allow the touchpad to recalibrate itself.

If the previous steps do not fix the problem. ¶ 

1. Ensure that you have the latest driver for the touchpad installed.

2. Adjust the touchpad settings to change the speed and sensitivity.

3. Click on the tab of your operating system (OS).

4. In the search box, type main.cpl

5. Click on main.cpl

6. Click the picture of the touchpad

7. Click sensitivity

8. Click save

9. Turn off the laptop.

10. Ensure that all devices are unplugged (this includes printers, USB drives, external keyboards, etc)

11. Turn the laptop back on.

If the touchpad still does not respond correctly ¶ 

Refer to the Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.


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