Touch keyboard keys are disabled when you try to log on Windows 8.1

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Article ID: 2929489 - View products that this article applies to.
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Symptoms

Assume that you perform a push button refresh by using the Refresh your PC without affecting your files Windows recovery option on a touch device that has Windows 8.1 installed. When you try to log on the computer at the Windows welcome screen, the on-screen touch keyboard is mostly disabled. After log on , the on-screen touch keyboard works as expected. You have to use a physical keyboard to log on the computer.

Cause

This issue occurs because the refresh process does not save and restore the on-screen touch keyboard configuration correctly for the welcome screen environment on some computers.

Workaround

Windows 8.1 March 2014 update rollup 2928680 and Windows 8.1 spring 2014 update 2919355 contains an update that prevents this issue. These two updates cannot resolve this issue if the computer is refreshed, but prevents this issue if the computer is not refreshed. For more information about how to obtain update 2919355 or 2928680, click the following article numbers to view the articles in the Microsoft Knowledge Base: 
2919355 Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 Update April, 2014
2928680 Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 update rollup: March 2014

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More information

If you experience this issue after a refresh, you can follow these steps to repair the missing data and conjunction with the installed updates to prevent this issue. To repair the Windows welcome screen environment, follow these steps:
  1. Attach a physical keyboard and log on the computer or use an account that does not require a password to log on the computer.
  2. Open the Windows Desktop.
  3. Right-click Start and select Control Panel.
  4. Verify Control Panel is in Category view.
  5. Select Clock, Language, and Region.
  6. Select Region.
  7. Click the Administrative tab.
  8. Click Copy settings in the Welcome screen and new user accounts section.
  9. Select the Welcome screen and system accounts check box in the Copy your current settings to section.
  10. Click OK.
  11. Click OK.
After following these steps, the on-screen touch keyboard can function as expected at the Windows welcome screen. When the Windows welcome screen is repaired, make sure that Windows 8.1 March 2014 update rollup 2928680 or Windows 8.1 spring 2014 update 2919355 is applied to prevent this issue occurring again.

  For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates

Properties

Article ID: 2929489 - Last Review: April 8, 2014 - Revision: 1.0
Applies to
  • Windows 8.1 Enterprise
  • Windows 8.1
  • Windows 8.1 Pro
  • Windows RT 8.1
Keywords: 
kbqfe kbfix kbsurveynew kbexpertiseinter KB2929489

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