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Wired Keyboard Troubleshooting (Windows XP, ME, and 98)

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This document applies to HP and Compaq desktop computers with Microsoft Windows XP, Me, and 98.
CAUTION:If you cannot configure the Multimedia or Internet keyboard buttons in Windows XP (the buttons tab is missing), download and install the HP Multimedia Keyboard/Mouse Driver Update - sp26752 . After installing the update, restart the computer and configure the buttons again. This issue occurs when Microsoft update MS06-015 is installed.
The instructions in this document can resolve the following issues:
  • Wrong characters appear when typing.
  • Keys appear to stick, for example, pressing and releasing the R key once causes the following result: rrrrrrrrrrrrrrrrrrrrrrrrrrrrrr
  • Problems with Multimedia or Internet keyboard buttons (the alterative buttons or keys above or to the side of the regular keys).
  • Volume control knob does not work.
NOTE:If typed characters are slow to appear or do not repeat when holding down a key, use the HP support document Keyboard Keys Do Not Work Correctly After Enabling Filter Keys .
NOTE:If you do not see the symptom in the preceding list and the keyboard is wireless, use the support document Wireless Keyboard and Mouse Troubleshooting .

Step 1: Reconnect, restart, and test

In most cases, if the keyboard has lost its connection with Windows, restarting the computer can reset the connection and resolve the problem. To make sure that the connection stays connected and that other devices are not interfering, use this section to properly synchronize the keyboard to the BIOS and Windows.
  1. Turn off the computer.
  2. Disconnect all devices connected to the computer except for the monitor.
  3. Inspect the connectors on the ends of the PS/2 keyboard cables. If there are bent pins, try to straighten the pins with the tip of a retracted ball-point pen.
  4. Reconnect the keyboard. For USB connections, use a different USB connector on the back of the computer, if possible.
  5. Turn on the computer.
If the problem continues, select one of the following links that corresponds to the type of keyboard:
LinkImage of keyboard connector
PS/2 Keyboard steps
USB keyboard steps

PS/2 keyboard steps

HP and Compaq keyboards use special software in addition to the keyboard drivers that come with Windows. This software provides extra functionality for Multimedia/Internet keys and the volume control knob (on some keyboards).
To resolve possible software compatibility issues that can occur with the keyboard software, download and install the latest keyboard driver.
For the Windows XP keyboard driver, download HP Multimedia Keyboard/Mouse Driver Update - sp26752 .
If the computer is not using Windows XP, use the following steps to download an updated driver from the HP Web site:
  1. If requested, enter your model number. For example, Pavilion p6230f or Touch 600-1050uk.
  2. Select the version of Windows the computer is using.
  3. Click the Driver - Keyboard, Mouse, and Input Devices link.
  4. Select the keyboard update. For example, HP Multimedia Keyboard/Mouse Driver Update.
    If no update is available, you already have the latest keyboard drivers.
  5. Follow the instructions on the download page to download and install the driver.
  6. When the driver is downloaded and installed, restart the computer.
Install the software by following the instructions on the download page and the installation screens.
For more information about downloading software and drivers, refer to the HP support document Obtaining Software and Drivers .

USB keyboard steps

To resolve almost all USB keyboard problems, download and install the latest driver from HP (Step 1 below). If the problem continues, uninstall the software and drivers and install again (Steps 2 and on):

Step 1: Download and install the latest keyboard driver

HP and Compaq keyboards use special software in addition to the normal keyboard drivers that come with Windows. This software provides extra functionality for Multimedia/Internet keys and the volume control knob (on some keyboards).
To resolve possible software compatibility issues that can occur with the keyboard software, download and install the latest keyboard driver.
For the Windows XP keyboard driver, download HP Multimedia Keyboard/Mouse Driver Update - sp26752 .
If the computer is not using Windows XP, use the following steps to check for an updated driver:
  1. If requested, enter your model number. For example, Pavilion p6230f or Touch 600-1050uk.
  2. Select the version of Windows the computer is using.
  3. Click the Driver - Keyboard, Mouse, and Input Devices link.
  4. Select the keyboard update. For example, HP Multimedia Keyboard/Mouse Driver Update.
    If no update is available, you already have the latest keyboard drivers.
  5. Follow the instructions on the download page to download and install the driver.
  6. When the driver is downloaded and installed, restart the computer.
For more information about downloading software and drivers, see Obtaining Software and Drivers .
Has the keyboard problem been resolved? If not, continue to the next step.

Step 2: Delete keyboard device drivers

If installing the latest software from the Web did not resolve the problem, uninstall the keyboard software to remove any references that Windows might have and to "reset" the keyboard to basic drivers. This creates a clean installation environment.
Complete the following steps to delete the currently installed keyboard software.
  1. Restart the computer.
  2. When the first screen appears, press the F8 key repeatedly until the Microsoft Windows Startup menu appears.
  3. Use the arrow keys to select Safe Mode, and then press ENTER.
    In Windows XP, select Microsoft Windows XP Home Edition (or Professional Edition, if applicable), and then press ENTER .
  4. In Windows XP, click Start, click Control Panel, and then click Performance and Maintenance.
    In Windows 98 and ME, click Start, click Settings, and then click Control Panel.
  5. Double-click the System icon.
    The System Properties window appears.
  6. In Windows XP, click the Hardware tab, and then click the Device Manager button.
    In Window 98 and ME, click the Device Manager tab.
  7. Click the Plus sign (+) next to Keyboard and remove all the keyboard related items listed.
    NOTE:The keyboard name should match the type of keyboard in use, probably a Standard 101/102 Key keyboard. If the name does not match, some characters will not be available or will not match the characters printed on the keyboard. Remove the keyboard name if wrong characters appear when typing and finish the following steps.
  8. Click the Plus sign (+) next to Universal Serial Bus controllers and remove all of the keyboard items listed.
  9. Click OK to close the System Properties window.
    Continue to the next step.

Step 3: Delete keyboard software

Before installing the new keyboard software, remove any existing keyboard software. Existing software can cause driver conflicts with the new software. Do the following to remove keyboard software:
  1. Make sure the keyboard is still connected to the computer.
  2. For Windows XP, click Start, and then click Control Panel.
    For Windows 98 and ME, click Start, click Settings, and then click Control Panel.
  3. Double-click the Add/Remove programs icon.
  4. Select One-touch Multimedia Keyboard or KBD.
  5. Click Add/Remove or Change/Remove and follow the onscreen instructions.
  6. If a window appears stating "remove shared files," click No to All.
  7. When finished, restart the computer.
  8. After Windows restarts, continue to the next step.

Step 4: Install the latest keyboard driver

Double-click the keyboard software file on the Windows desktop (the file downloaded in Step 1). Follow the instructions to install the software and restart the computer when done.
The keyboard should now work correctly.
NOTE:If the steps in this document failed to resolve the issue, the keyboard might be bad. If the computer was purchased after 2001, it probably contains a software program called PC Doctor. Use PC Doctor to help verify keyboard failures before calling support, replacing the keyboard, or repairing the computer. Use the HP support document Using PC Doctor (in English) to learn more about testing for keyboard failures. If an error code is displayed after running a test, Contact HP (in English) for further assistance. Write the error code number down so that you can provide it to a support agent.

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