How to troubleshoot broken keys

[micrus]

A few days ago a couple of my keys have mostly stopped working. Maybe 1 in every 50 times I try FN + F9 to lower the volume it works, the rest of the time it does nothing. The SHIFT key also occasionally does nothing. I have all the latest Windows and Intel updates, and in Keyboard Properties when I try to update the driver it says I have the latest installed (but from 21/06/2006?). Is there anything else I can look into to troubleshoot the issue, or is it most likely a hardware problem?

Specs:

Chassis & Display
Ionico Series: 15.6" Matte QHD 165Hz sRGB 100% LED Widescreen (2560x1440)
Processor (CPU)
Intel® Core™ i7 Eight Core Processor 11800H (2.3GHz, 4.6GHz Turbo)
Memory (RAM)
16GB Corsair 2666MHz SODIMM DDR4 (2 x 8GB)
Graphics Card
NVIDIA® GeForce® RTX 3070 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
2TB INTEL® 670p M.2 NVMe PCIe SSD (up to 3500MB/sR | 2700MB/sW)
Memory Card Reader
Integrated Micro-SD Memory Card Reader
AC Adaptor
1 x 230W AC Adaptor
Power Cable
1 x 1.5 Metre UK Power Cable (Kettle Lead)
Battery
Ionico Series Integrated 62WH Lithium Ion Battery
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options
1 x USB 3.2 PORT (Type C) + 3 x USB 3.2 PORTS
Keyboard Language
IONICO SERIES RGB BACKLIT UK KEYBOARD
Operating System
Windows 11 Home 64 Bit - inc. Single Licence
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Google Chrome™
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM

 

[SpyderTracks]

You can do a simple keyboard test which will simply tell you if the key actuation is being registered.

Keyboard Tester

Test every key on your computer keyboard from within your browser for free.

www.keyboardtester.com

If the keys are registering in that test, then it suggests a software issue, and a clean install of windows will likely be the quickest solution (only takes 30 mins)
If the keys aren't being registered, then it's likely a hardware issue. There is a ribbon cable that runs from the keyboard through to the motherboard, sometimes that can not be properly secured and with time and travel start to come loose.

In the worst case scenario it could be that a replacement keyboard is required in which case you'd need to raise a request with PCS.

I have a feeling that model is a Clevo chassis, in which case their keyboards are fully modular and easy to replace. PCS usually hold stocks, you should be able to see if they hold any by going into the order into "my spare parts", and it will list keyboards as an option.

 

[micrus]

Thanks,

I've done the check and F9 works fine when pressed on its own but doesn't work (most of the time) when pressed in conjunction with Fn. (other keys like F10 work fine in conjunction with Fn).

Is there a way to remap the Fn functionality so that I can make one of the other keys work as volume down? Or to make the F1-12 keys always behave as if Fn is being pressed?

Also the right SHIFT key always works but left SHIFT key sometimes doesn't.

I wouldn't know how to replace the keyboard, so I'd like to try avoid that route if possible.

 

[SpyderTracks]

Thanks,

I've done the check and F9 works fine when pressed on its own but doesn't work (most of the time) when pressed in conjunction with Fn. (other keys like F10 work fine in conjunction with Fn).

Is there a way to remap the Fn functionality so that I can make one of the other keys work as volume down? Or to make the F1-12 keys always behave as if Fn is being pressed?

Also the right SHIFT key always works but left SHIFT key sometimes doesn't.

I wouldn't know how to replace the keyboard, so I'd like to try avoid that route if possible.

So are you saying some keys are not registering in the keyboard test?

If that's the case, then you'd need a replacement keyboard, nothing you can you can do about it other than that if it's a hardware issue.

If you're uncomfortable replacing it just raise an RMA with PCS and they can do it.

 

[micrus]

So are you saying some keys are not registering in the keyboard test?

Both the Fn and F9 key are registering when pressed individually, but when I press them both together it almost never does what it's supposed to do (lowering the volume).

The SHIFT key registers most of the time, but not always.

In fact it's the same issue with the brightness keys. F11 and F12 work when pressed individually, and I can press Fn + F12 to increase the brightness, but I can't press Fn + F11 to lower the brightness.

 

[SpyderTracks]

Both the Fn and F9 key are registering when pressed individually, but when I press them both together it almost never does what it's supposed to do (lowering the volume).

The SHIFT key registers most of the time, but not always.

So the shift key may just have dirt under it, simple keyboard cleaning is likely required there, just dust or a crumb can cause intermittent keypresses. That would be the first thing I'd try, if that fails and you need that second shift key, then you'd have to look at a replacement keyboard.

Sorry to be a pain, but any chance you can upload a screenshot of the F9 key? Was that shortcut working previously with FN + F9? If the FN key is registering ok, then that's not a hardware issue of any sort. If it was working previously, then it suggests a software issue and a clean install would be the quickest resolution.

If it's not a shortcut you've used previously, then it's possible that there's an EC firmware update required for the keyboard, and I would contact PCS to enquire.

 

[micrus]

So the shift key may just have dirt under it, simple keyboard cleaning is likely required there, just dust or a crumb can cause intermittent keypresses. That would be the first thing I'd try, if that fails and you need that second shift key, then you'd have to look at a replacement keyboard.

Sorry to be a pain, but any chance you can upload a screenshot of the F9 key? Was that shortcut working previously with FN + F9? If the FN key is registering ok, then that's not a hardware issue of any sort. If it was working previously, then it suggests a software issue and a clean install would be the quickest resolution.

If it's not a shortcut you've used previously, then it's possible that there's an EC firmware update required for the keyboard, and I would contact PCS to enquire.

Sure, here's a photo.

Volume down has been working since I first got the laptop. Starting a few days ago it only intermittently works.

 

[SpyderTracks]

Sure, here's a photo.

Volume down has been working since I first got the laptop. Starting a few days ago it only intermittently works.

In that case I'd try a clean install as a first resort.

 

[micrus]

I've tried both "Fix problems using Windows Update" and "Reset this PC" and unfortunately neither of them have helped.

 

[SpyderTracks]

I've tried both "Fix problems using Windows Update" and "Reset this PC" and unfortunately neither of them have helped.

No, you'd need to clean install, reset won't help.