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Richard
Richard, Computer Engineer
Category: Laptop
Satisfied Customers: 33884
Experience:  Over 15 years of consulting to the IT industry
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My daughter appears to have a locked keyboard on her Acer

Resolved Question:

My daughter appears to have a locked keyboard on her Acer laptop. I have tried holding down Fn and hitting F5, F6 and F7 none of which has worked. Any suggestions? Thanks
Submitted: 9 months ago.
Category: Laptop
Expert:  Richard replied 9 months ago.

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?

Customer: replied 9 months ago.
Hi. It's an Aspire ES11. I think it is windows 10. The mouse is still working.
Expert:  Richard replied 9 months ago.

Thanks

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

Customer: replied 9 months ago.
I have clicked on the system protection and it wants my password ***** I have no keyboard :/
Expert:  Richard replied 9 months ago.

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.

Customer: replied 9 months ago.
It says no restore points have been created
Expert:  Richard replied 9 months ago.

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.

Customer: replied 9 months ago.
The keypad isn't working still
Expert:  Richard replied 9 months ago.

Is it working though when you have to sign in and enter your password ***** it starts up?

Customer: replied 9 months ago.
No, it isn't working at all, I don't know how to sign in without the keypad
Customer: replied 9 months ago.
The on screen keypad has come back now, one sec
Expert:  Richard replied 9 months ago.

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 Recovery

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.

Customer: replied 9 months ago.
I haven't got a reset my computer option
Expert:  Richard replied 9 months ago.

what do you see under Recovery?

Customer: replied 9 months ago.
It just says advanced start up and restart now
Expert:  Richard replied 9 months ago.

ok, not sure where you are but your not where my instructions led you....

Restart now.

Then do the instructions please which I repeated below

Go to Start , then select Settings, Then Update, and Security

Then Recovery

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.

Customer: replied 9 months ago.
It doesn't have update and security, only update and recovery
Expert:  Richard replied 9 months ago.

ok, your sure this is windows 10?

But choose update and recovery and tell me what you see please

Customer: replied 9 months ago.
When I press update and recovery I see windows update, file history and recovery.
Also, on the laptop it says windows 10 but on another option just a minute ago it mentioned going to windows 8.1.
Expert:  Richard replied 9 months ago.

ok, click Recovery

What then do you see?

Customer: replied 9 months ago.
restart now
Expert:  Richard replied 9 months ago.

You do not see Reset This PC?

Customer: replied 9 months ago.
Nope
Expert:  Richard replied 9 months ago.

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?

Customer: replied 9 months ago.
I don't think I need any data backed up that isn't already
Expert:  Richard replied 9 months ago.

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?

Customer: replied 9 months ago.
I have tried this and it hasn't worked
Expert:  Richard replied 9 months ago.

it ignores it and starts windows?

Customer: replied 9 months ago.
It just goes onto the log in part
Expert:  Richard replied 9 months ago.

Thanks

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.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Richard, Computer Engineer
Category: Laptop
Satisfied Customers: 33884
Experience: Over 15 years of consulting to the IT industry
Richard and other Laptop Specialists are ready to help you
Customer: replied 9 months ago.
Ok. Well thanks for all of your help anyway! :)

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