Device Repair Scenario Report: Unresponsive Laptop Keyboard
1. Concern:
Description: A classroom instructor reported that their laptop keyboard was unresponsive. The issue persisted after restarting the device, and no keys were registering in any application.
2. Troubleshooting Steps:
Identify the Problem:
Observed the instructor attempting to type, confirming that no key inputs were registering.
Verified that the laptop was receiving power and functioning otherwise.
Checked if an external keyboard worked to determine whether the issue was isolated to the built-in keyboard.
Establish a Theory of Probable Cause:
Considered potential software-related causes, such as a corrupted or outdated keyboard driver.
Suspected a loose keyboard ribbon cable affecting the connection.
Considered physical damage or wear due to frequent classroom use.
Test the Theory:
Checked Device Manager for driver errors or missing drivers.
Scanned for hardware changes to determine if Windows recognized the built-in keyboard.
Performed Windows updates to rule out software-related issues.
Reseated the keyboard ribbon cable to confirm if a loose connection was the cause.
Reinstalled the keyboard driver and restarted the laptop.
Establish a Plan of Action:
If software and cable reseating did not resolve the issue, planned for potential hardware replacement.
Determined whether the laptop model supported a standalone keyboard swap or required a full lid replacement.
Implement the Solution:
After reseating the keyboard ribbon and reinstalling drivers, the issue persisted.
Concluded the keyboard was faulty and required replacement.
Ordered a replacement keyboard (or full lid replacement, depending on the laptop model).
Installed the new keyboard and secured all connections.
Verify Full System Functionality:
Powered on the laptop and confirmed the keyboard was functioning properly.
Tested key inputs in multiple applications to ensure consistent response.
Checked additional components (touchpad, display, wireless connectivity) to confirm full system functionality.
Document Findings:
The issue was determined to be hardware-related after eliminating software causes.
The built-in keyboard was successfully replaced, restoring full functionality.
Recommended routine checks for loose keyboard connections before replacing hardware.
Suggested external keyboards as a backup solution for instructors to minimize classroom disruptions during repairs.