How to troubleshoot keyboard issues that you may experience when you use a Microsoft keyboard

This article describes how to troubleshoot issues that you may experience when you use the Microsoft keyboards that are listed in the "Applies to" section.

The keyboard is not functioning

If the keyboard is not functioning, make sure that it is connected correctly to the computer. Check all the keyboard's plugs (PS/2 and USB) to make sure that there are no loose connections.

If an adapter (USB to PS/2 or PS/2 to AT) is being used, verify that it is the adapter that came with the keyboard or that the keyboard supports adapting to a different port. For example, the Internet Keyboard does not adapt to a USB port, and a PS/2 to USB adapter will not work. It does not include an adapter.

If the issue continues to occur, connect the keyboard to a different computer. If the keyboard functions correctly on a different computer, the port to which the keyboard was connected on the original computer may be damaged. If this is the case, contact your computer manufacturer to inquire about how to repair or replace the damaged port.

If the keyboard does not function correctly on another computer, the keyboard may be defective. If this is the case, and the warranty on the keyboard is still valid, you can exchange the defective keyboard for a new keyboard.

To remove and then reinstall the driver, follow these steps:

1. Disconnect the device from the computer.
2. Turn off the power for the device, if the device has a separate power supply.
3. Open Device Manager. To do this, use one of the following methods:
   • In Windows Vista, click Start
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     , type device in the Start Search box, and then click Device Manager in the Programs list.
     
     
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     If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.
   • In Windows XP, click Start, click Run, type devmgmt.msc, and then click OK.
4. Double-click Keyboard, right-click the keyboard that you use, and then click Uninstall.
   
   Note If your device is not listed, this means that the device was removed automatically when you disconnected the device. Continue to the next step.
5. Restart the computer.
6. Turn the power back on for the device, if you have to, and then plug the device into the computer. Your computer detects the device, and then reinstalls the drivers for the device.

To download the latest drivers for the keyboard that you are using, visit the following Microsoft hardware Web site: To change your port connection:

1. Shut down your computer, and then plug your device into the correct port.
2. Make sure that the plug is pushed securely into the connector on the computer.
3. Restart your computer. Microsoft Windows detects the change, and then installs the drivers on the new port automatically.

The keys do not strike correctly

If the keys do not strike correctly, make sure that the keyboard is free of dust, dirt, and foreign matter.

Turn the keyboard upside down to allow for any foreign debris, such as hair, food particles, or dust, to fall out.

We recommend that you periodically use compressed air to blow dust out of the hard-to-clean crevices in the keyboard.

If you spill a drink or some other type of liquid on the keyboard, immediately turn the keyboard upside down to let the liquid drain out, and then mop up as much liquid as possible. Wait until the keyboard is completely dry before you use it again.

Do not take the keyboard apart. If you disassemble the keyboard, you may void the manufacturer warranty.

Note If you want to use a vacuum cleaner around the keyboard, make sure that the vacuum cleaner is a "static safe" vacuum cleaner.

The wrong characters are typed

If the wrong characters are typed when you use the keyboard, follow the steps in the "The Keys Do Not Strike Correctly" section to clean the keyboard that are described under "The Keys Do Not Strike Correctly" earlier to make sure that no obstructions under the keys are causing this issue.

If the issue continues to occur, connect the keyboard to a different computer. If the keyboard functions correctly on a different computer, the port to which the keyboard was connected on the original computer may be damaged. If this is the case, contact your computer manufacturer to inquire about how to repair or replace the damaged port.

If the keyboard does not function correctly on another computer, the keyboard may be defective. If this is the case, and the warranty on the keyboard is still valid, you can exchange the defective keyboard for a new keyboard.

To test key response on the keyboard, use Microsoft Keyboard Diagnostics (MSKEY), a utility program that is included with the Microsoft IntelliType software. To use MSKEY, follow these steps:

1. Start Microsoft Keyboard Diagnostics. To do this, use one of the following methods:
   • In Windows Vista:
     1. Click Start
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        , click All Programs, click Accessories, and then click Run.
     2. In the Open box, type mskey, and then click OK.
   • In Windows XP:
     1. Click Start, click Run, type mskey in the Open box, and then click OK.
2. Click the appropriate button for your keyboard's type of connection:
   • PS/2
   • USB
3. Press various keys to verify that the pressed keys match the keys identified in the MSKEY window.
4. When you are finished, click Exit.

Note The MSKEY utility is only included with the Microsoft IntelliType software version 1.1 or later versions.

To learn more about how to troubleshoot keyboard problems in Windows Vista, follow the instructions in the "Troubleshoot keyboard problems" topic in Windows Vista Help and Support. To view the topic, follow these steps:

1. Click Start
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   , and then click Help and Support.
2. In the Search Help box, type Troubleshoot keyboard problems, and then click Search Help.
3. Click the appropriate topic.