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Compaq Presario CQ5810 Desktop PC support

Wired Keyboard Troubleshooting (Windows 7)

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This document applies to HP and Compaq desktop PCs with Microsoft Windows 7.
Use this information to troubleshoot common keyboard problems.

Identifying the symptom

Select the following symptom that best matches the problem you are experiencing:
NOTE:If you do not see the symptom in the following list and your keyboard is wireless , use the support document Wireless Keyboard and Optical Mouse Not Working .
For more information on a given symptom, click the heading or the accompanying plus (+) sign to expand the information:
If a key is physically stuck in the down position, you might not have to replace the keyboard. Most keys can be easily removed by inserting a butter knife under the key and prying up. After the key has been removed, using a swab with alcohol, clean the underside of the key and the key's slot in the keyboard. Replace the key by snapping it back into place.
Other tips to think about when encountering a stuck key:
  • Turn off the computer before working on the keyboard.
  • If the keyboard is still under warranty and the key is stuck, you might want to contact HP to see if the keyboard can be replaced before removing a key. If the key is stuck due to liquid or other substance getting into the keyboard, cleaning might be the only option.
  • Longer keys such as the Space and Return probably have a small metal rod for support. This rod must be inserted into the key and keyboard before replacing the key into the keyboard.
  • Keys on thin wireless keyboards, such as those used by TouchSmart IQ Series PCs can be more difficult to replace. Think about replacing the keyboard for these types of keyboards.
Figure 1: Removing and cleaning a stuck key
Key removal
If two or more characters appear when pressing a key, use the following steps to adjust the key repeat delay:
  1. Click Start , and type keyboard in the Search box. Then click Keyboard under Control Panel.
    Figure 2: Opening the keyboard properties
    Opening the keyboard properties
    The Keyboard Properties page opens.
  2. Set the Repeat delay slider to Long . Click Apply , and then click OK .
    Figure 3: Changing the Character repeat setting
    Keyboard Repeat delay setting
  3. If this problem continues, reinstall and update the keyboard software .
If the computer sometimes beeps while you are typing, Toggle keys or Sticky keys are active. The Toggle Keys can emit a beep when the Lock keys are pressed. The Sticky Keys function can emit a beep when the Ctrl, Alt, Shift, and Lock keys are pressed. Use the following steps to disable Toggle Keys:
  1. Click Start , and type Ease into the Search box. Then select Ease of access in the Programs list.
    Figure 4: Opening the Ease of Access Center
    Opening the Ease of Access Center
  2. Scroll down the page and select Make the keyboard easier to use .
    Figure 5: Adjusting the keyboard settings
    Adjusting the keyboard settings
  3. If selected, remove the selection from Turn on Sticky Keys . Then click Set up Sticky keys .
    Figure 6: Setting up the sticky keys
    Setting up the sticky keys
    The Set up Sticky Keys page opens.
  4. Remove the selection from Turn on Sticky Keys when SHIFT is pressed five times .
    Figure 7: Changing the Sticky Keys keyboard shortcut
    Setting up the sticky keys
  5. Click Apply , and then click OK to return to the Make the keyboard easier to use page.
  6. Remove the selection from Turn on Toggle Keys .
    If selected, remove the selection from Turn on Toggle Keys by holding down the NUM LOCK key for five seconds .
    Figure 8: Changing the Toggle Keys settings
    Changing the Toggle Keys settings
  7. Click Apply , click OK , and then close the Ease of Access Center.
    The beeps no longer sound.
If there is a short delay from the time a key is pressed to the time the character displays on the screen, the Filter Keys function might be activated. The Filter Key function provides a greater range of key press options to fine tune key delays and prevent inadvertent key presses. To disable Filter Keys and return to the default keyboard behavior, use the following steps:
  1. Click Start , and type Ease into the Search box. Then select Ease of access from the Programs list.
    Figure 9: Opening the Ease of Access Center
    Opening the Ease of Access Center
  2. Scroll down the page and select Make the keyboard easier to use .
    Figure 10: Adjusting the keyboard settings
    Adjusting the keyboard settings
  3. Remove the selection from Turn on Filter Keys . Then click Set up Filter Keys .
    Figure 11: Setting up the Filter Keys
    Setting up the Filter Keys
  4. On the Set up Filter Keys page, remove the selection from Turn on Filter Keys when SHIFT is pressed for eight seconds .
    Figure 12: Changing the Filter key settings
    Changing the keyboard shortcut setting
  5. Click Apply , click OK , and then close the Ease of Access Center.
    The keys should be more responsive.
If the wrong characters appear when you are typing, or you are trying to use a different keyboard, use the following steps to synchronize Windows to the type of keyboard you are using:
  1. Click Start , and type region into the Search field.
    Figure 13: Opening the Region and Language page
    Opening the Region and Language page
  2. Click the Keyboards and Languages tab, and then click Change Keyboards .
    Figure 14: Change Keyboard button
    Change Keyboard button
    The Text Services and Input Languages page opens.
  3. Click Add .
    Figure 15: Add button
    Add button
  4. Select the keyboard you want to use, and click OK .
    Figure 16: Adding a keyboard
    Adding a keyboard
  5. From the Text Services and Input Languages page, select the new keyboard in the list and click Move up until it is first in the list. This makes it the default keyboard.
    Figure 17: Move up button
    Move up button
  6. Click OK . You can now use the new keyboard. If you find that the new keyboard works correctly and you do not want to use the other keyboard, repeat these steps and Remove the keyboard that you do not need from the General tab of the Text Services and Input Languages window.
The volume control and the keys for extra keyboard features such as Internet or e-mail are controlled by additional HP software (kbd.exe). If any of the following symptoms are present, reinstall and update the keyboard software
  • A message displays stating that kbd.exe has stopped working .
  • You have problems configuring the extra keyboard keys.
  • The volume does not adjust when using the keyboard volume controls.
Before troubleshooting the keyboard, find out what kind of wired keyboard you have by looking at the end of the keyboard cable and comparing it to the following images:
Keyboard connector typeKeyboard connector image
PS/2
USB
If the keyboard has stopped responding, press the Ctrl + Esc keys at the same time and note what happens:
  • If the Windows Start menu opens, the keyboard is working and the software that you are using has stopped responding. Select the software program using the mouse pointer and press Alt + F4 at the same time to close the program that has stopped responding.
  • If the Windows Start menu does not open, the keyboard or operating system has stopped responding. Use the steps that follow to check connections and synchronize the keyboard to the BIOS and Windows.
Reset the keyboard
  1. Shut down the computer (do not restart).
  2. With the computer fully off, disconnect all devices connected to the computer except for the monitor.
  3. For PS/2 keyboards, inspect the connector at the end of the keyboard cable. If you find pins that are bent, try to straighten the pins with the tip of a retracted ball-point pen. If pins are bent beyond repair or are broken, replace the keyboard. Make sure any broken pins are not lodged inside one of the holes in PS/2 connector on the computer. If so, the broken pin must be removed from the hole before another keyboard can be connected.
  4. Reconnect the keyboard. For USB keyboards, connect the keyboard into a USB connector on the back of the computer that was not previously used.
  5. With only the Keyboard and monitor connected, turn on the computer. Let Windows open to the Windows Desktop, press the Ctrl + Esc keys at the same time, and note what happens:
    • If the Windows Start menu opens, the keyboard is now working. There was a connection problem. Use the arrow keys to shut down the computer. Reconnect your other devices, including the mouse.
    • If the Windows Start menu does not open, the keyboard might be bad. Connect the keyboard to another computer to see if it is bad. Replace the keyboard if it does not work another computer. If the keyboard works on another computer, shut down your computer and continue using these steps:
  6. Reconnect the keyboard to the computer.
  7. Turn on the computer and immediately begin pressing the F8 key repeatedly until an Advanced Boot Options screen displays.
  8. Select Safe Mode , and press Enter .
    If a login page opens, log in to your computer using a user account that has administrator rights. If you do not know your password, press Enter .
    Windows opens in Safe Mode.
  9. Click Start , type device manager into the Search field, and press Enter .
    Figure 18: Opening Device Manager
    Opening Device Manager
    Device Manager opens.
  10. Click View and select Show Hidden Devices .
    Figure 19: Show hidden devices
    Show hidden devices
  11. Click the arrow next to Keyboards, right-click a keyboard device name listed under Keyboards, and then click the Uninstall button to remove the device from Windows.
    Figure 20: Uninstall button
    Uninstall button
  12. Continue removing device names in the Keyboards category until all device names have been uninstalled.
  13. Leave the keyboard connected to the computer and restart the computer.
  14. The keyboard should now work correctly. If the keyboard still fails, reinstall and update the keyboard software .
HP and Compaq keyboards use special software (kbd.exe) in addition to the normal keyboard drivers that come with Windows. This software provides extra functionality for the extra multimedia keys, Internet keys, and the volume control (on some keyboards).

Step 1: Restore the original keyboard drivers

Use one of the following methods to restore the original keyboard drivers.
Use Recovery Manager
  1. Click Start , click All Programs , and then click Recovery Manager .
    If a User Account Control window displays, click Continue .
    The Recovery Manager window displays.
    Click Hardware Driver Reinstallation .
    Figure 21: Welcome to Recovery Manager window
    Welcome to the Recovery Manager screen
  2. On the Welcome to Hardware Driver Reinstallation page, click Next.
    Figure 22: Reinstalling the hardware drivers
    Reinstalling the hardware drivers
  3. In the list of factory-installed drivers, click the Keyboard driver to select it. Then click Next .
    Figure 23: Selecting a driver to reinstall
    Select a driver to reinstall screen
  4. When the driver is finished installing, the Reinstallation is complete screen displays.
    Click Finish to restart the computer.
  5. After the computer restarts, continue to Step 2 to see whether an update for the keyboard driver is available from the HP Web site.
Download the original keyboard drivers from the HP Web site
Use the following steps to download the original keyboard drivers from the HP Web site.
  1. If you are presented with a page to enter your model number, enter your model number. For example, Pavilion p6230f or TouchSmart 600-1050uk.
  2. Select the version of Windows the computer is using.
  3. Click the Original Drivers link.
  4. Click Original HP Keyboard Driver .
  5. Follow the instructions on the download page to download and install the driver.
  6. When done, restart the computer.
  7. After the computer restarts, continue to Step 2 to see whether an update for the keyboard driver is available from the HP Web site.

Step 2: Update the keyboard driver from the HP Web site

Use the following steps to download an updated keyboard driver from the HP Web site.
  1. If you are presented with a page to enter your model number, enter your model number. For example, Pavilion p6230f or TouchSmart 600-1050uk.
  2. Select the version of Windows the computer is using.
    Click the name of the operating system that is installed on your computer.
  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 done, restart the computer.