Laptop Questions? Ask a Laptop Technician for Answers ASAP!
Hi there and welcome Jane
Which model Acer do you have? Which version of windows is installed? And is the trackpad for the mouse still working?
Its not locked then as the touchpad is what you can lock.
this is usually due to corruption, so please do the following
I want to do a system restore please.
To do this, close all programs.
Press the windows key + X and click on Control Panel
click System and Security
Then click on System
Then System Protection
Then System restore
Choose a date before this problem occurred.
Let it complete and tell me if it now functions correctly please
ok, normally its not needed, but Go to Start , then select Settings > Ease of Access > Keyboard, and then move the slider under On-Screen Keyboard. A keyboard appears on the screen that can be used to move around the screen and enter text. The keyboard will remain on the screen until you close it.
ok, can you power off the computer
Then remove the power cable and hold the power button down for 60 seconds then release.
Connect the power cable, power it on and tell me if the keyboard now works please.
Is it working though when you have to sign in and enter your password ***** it starts up?
ok, we will then need to attempt a refresh of the computer.
This will not effect your files but programs you will need to install again.
To do this, click Go to Start , then select Settings, Then Update, and Security
Then Get Started under Reset My PC
Follow the onscreen steps and choose to keep your files.
Complete this and when it has, tell me please if the keyboard is now working.
what do you see under Recovery?
ok, not sure where you are but your not where my instructions led you....
Then do the instructions please which I repeated below
Go to Start , then select Settings, Then Update, and Security
ok, your sure this is windows 10?
But choose update and recovery and tell me what you see please
ok, click Recovery
What then do you see?
You do not see Reset This PC?
ok, very strange as this is standard in windows 10 so something has been removed.
Do you have data you need to backup on the Laptop?
Ok, power it off.
Then hold ALT and with it held, power it on and keep tapping F10 with ALT held until you get to the recovery manager
Try a few times if it fails at first.
Can you get to the recovery manager?
it ignores it and starts windows?
It is the keyboard controller on the motherboard that has faulted.
No matter the software issue, the last step would have started the recovery manager which confirms it as a hardware problem
I am really sorry about this and you are going to have to return the computer to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
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