Win7 odd keyboard behaviour

Stevescat · Jan 14, 2011, 09:14:29

Hello all,

A friend took delivery of a brand new Dell Inspiron 5010 laptop with Win7 yesterday. All seems well except strange behaviour from the keyboard. Top row of numbers gives: 1Z 2X 3C 4V etc... bottom row of letters gives: Z1 X2 C3 V4 etc... all other keys OK. He's checked the keyboard settings for country and language, they are correct. Anyone experience this before? Drivers perhaps?

Thanks,
Steve

Rik · Jan 14, 2011, 09:20:31

Weird, Steve, it has to be a driver issue if the regional and language settings are right, I think.

Glenn · Jan 14, 2011, 09:20:39

Personally I would say it is a problem with the keyboard controller on the keyboard, but it could be the driver, is an external keyboard OK?

Stevescat · Jan 14, 2011, 09:25:53

Thanks for the quick responses (as usual). Unfortunately, he hasn't brought the laptop in with him so can't give any more info. Something is definitely mangled! Have no experience of Dell customer service, but I think a quick call would be a good idea.

Thanks again,
Steve.

Glenn · Jan 14, 2011, 09:27:20

They can be very good or appalling.

Rik · Jan 14, 2011, 09:28:07

Sounds like your average call centre.

zappaDPJ · Jan 14, 2011, 10:19:45

Looking at the relationship of the characters produced, I'm fairly sure that's symptomatic of a faulty keyboard. Specifically I'd say there's a short in the membrane which means it's damaged or more likely has come into contact with liquid.

Rik · Jan 14, 2011, 10:20:33

Steve quickly moves his coffee cup out of sight.

sobranie · Jan 14, 2011, 15:10:05

Sounds familiar, look here;

http://boards.straightdope.com/sdmb/showthread.php?t=316923

Technical Ben · Jan 14, 2011, 16:14:54

If it was a normal keyboard I would say a short. But as it is a laptop, my first guess would be "function keys".
Perhaps the "extra functions" have been activated. Such as replacing qwerty keys with number pad, or "media buttons". But that would need you to check software/hardware. And if it's buggy software it's a difficulty.
There seems to be a "FS" key next to the windows key. Could try pressing it, or at the same time as the other keys. Although my Google fu suggests this is not the problem.

However if it's worse, and is a spilt drink causing cross talk. The entire keyboard should unclip for replacement. Will need a warranty voiding screwdriver to undo the back possible (depending on model and access) but you can clean/replace them quite easy thankfully.

pctech · Jan 14, 2011, 16:37:24

Most laptops I've used require the function modifier (F or Fn key) to be held to activate the secondary key function.

Personally as the machine is new I would just go back to Dell and demand that they replace the system or give him his money back.

I would not be taking any tools to brand new hardware no matter what Dell tell you to do as there could be other issues as yet undiscovered.

Technical Ben · Jan 14, 2011, 17:25:42

Quote from: pctech on Jan 14, 2011, 16:37:24
Most laptops I've used require the function modifier (F or Fn key) to be held to activate the secondary key function.

Personally as the machine is new I would just go back to Dell and demand that they replace the system or give him his money back.

I would not be taking any tools to brand new hardware no matter what Dell tell you to do as there could be other issues as yet undiscovered.

Oh, sorry, I did not realise it was brand new. Yep. Send it back. I'd still hazard a guess over a driver problem before a hardware one. But it could take forever to sort out. Better off getting one that works.

Niall · Jan 14, 2011, 18:21:47

I had this happen years ago on an old laptop. I forget exactly what the problem was, but I remember selecting another language, then changing it back solved it. Although it may not be the same issue. Somehow there were two language settings selected causing strange symbols to come up, similar to what you mention.

I'm not sure what I did to start it going wrong, and I can't really tell you much, but hey ho

Technical Ben · Jan 14, 2011, 20:28:59

Friends/family (I forget who was at the PC at the time) did a similar thing when leaning against a keyboard. Turned everything sideways. Was easier to just turn up and select the option to put it back. As although it was under display settings, it was hidden under 4 or 5 layers of menu options. I would never guess what the actual shortcut/keyboard combination was to change it.

It's a common problem with shortcut keys and cats/children etc.

Stevescat · Jan 17, 2011, 08:45:09

Thanks again everyone for the suggestions, much appreciated. Just as an update: an external keyboard did function perfectly, so as suspected a shot keyboard. This was confirmed by Dell remotely accessing the computer and not being able to solve the problem. The surprising thing to me though is, Dell are sending someone out to 'Fix' the keyboard rather than a return and a new one sent out. Is this normal procedure with a brand new computer?

Steve.

Rik · Jan 17, 2011, 10:03:58

It may be normal, Steve, but you don't have to accept a repair, you can demand a refund or replacement.

Stevescat · Jan 17, 2011, 10:30:56

That's exactly what I stressed to my work colleague, Rik (it's his computer in question). I wouldn't accept it. I just can't understand the logic in sending out an engineer to fanny about trying to fix a keyboard when they can just send another unit out in the post.

Steve.

Rik · Jan 17, 2011, 10:31:53

I'd certainly be insisting, there may be more wrong if that got past QC, Steve.

Glenn · Jan 17, 2011, 10:32:26

I would think that they would be sending out the chap to replace the keyboard

Stevescat · Jan 17, 2011, 10:56:39

I'm sure you're right Glen, but A: Poor customer service (nasty taste in mouth, never use them again etc.) and B: Is it the best solution? Swapping the keyboard may not solve the issue, then what? A new computer, which should have been the course of action in the first place.

Steve.