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Enable on-screen keyboard by clicking on "Start" menu and scrolling to "Settings."

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The user reported that their keyboard wasn't working. Upon further inspection we found out that their keyboard drivers required updating.

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In "Settings," go to "Ease of Access." On the left sidebar, scroll down and select "Keyboard." Then toggle "On-Screen Keyboard." A digital keyboard should appear.

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Is the keyboard plugged in?

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Can the keyboard function with another device?

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When was the keyboard last used?

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Are the keys jammed at all?

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How long have you had the keyboard?

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Have you tried another USB port?

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Was the keyboard unused for a long period of time?

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Is the keyboard connected by cable or Bluetooth?

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if the keyboard is used by connecting a cable have your tried another cable?

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Look through previous help desk documents related to keyboard malfunction.

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Physically check if the keyboard is properly connected to the computer.

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View the keyboard manual (physically or online) for guidance.

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Plug into a different USB port.

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Restart the computer.

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Use another cable (if you have one).

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Unplug the keyboard and plug it back in.

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Update drivers

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Go to the original equipment manufacturer's website for more information.

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Are you using a desktop or laptop?

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Reinstall your keyboard driver

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If your keyboard is connected by Bluetooth check if other devices that use Bluetooth work.

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Motherboard Issues

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Check if you have any stuck keys on the keyboard by first disconnecting the keyboard, then gently sliding your hand across, feeling for any keys that feel tough or stuck. Finally, remove problematic keys and clean beneath them with rubbing alcohol.

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Clean the crusty, dusty keyboard.

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If you have another device try and connecting to find out if you can use the keyboard onto another device such as another laptop or computer

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Change keyboard settings in the Keyboard Properties window to increase/decrease sensitivity.

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Having to buy another keyboard

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From the search bar, type in "Device Manager" and hit enter. A new window will appear with a list of devices. Double-click the keyboard that is malfunctioning. In the dialog box that shows up, a report of the keyboard's properties will determine whether or not the keyboard is working. Normally it would say, "This device is working properly."

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Press the windows key on the onscreen keyboard. In the lower right corner, a search bar should appear. Type in "device manager" and press enter.

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Perform a quick Google search on common keyboard issues.

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After searching for Device Manager you'll see a list of devices and scroll down until you see "Keyboards" and double click on it.

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After clicking on Keyboards you'll see the keyboard that is connected to your computer and click on the keyboard you're using. For example: HID Keyboard Device.

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We provide instructions to update the driver. Upon completion, the keyboard should be working again.

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If the driver fails to update, we may need to roll back to the previous driver and try again, or uninstall the device completely.

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The user may not have the permissions required to update the driver. In that case, we'll need to perform the update ourselves or request that permissions are given.

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After clicking your keyboard device a menu should pop up with 4 tabs labeled "General," "Drivers," "Details," and "Event." Click on the Tab "Drivers" and click on "Update Driver."

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Close the on-screen keyboard as it is no longer necessary.

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We provide instructions to update the driver. Upon completion, the keyboard should be working again. Though, there are certain escalations we can also proceed with if the problem continues to occur. Some escalations include rolling back to the previous driver and requesting permission for the user to update their driver.

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Have the user perform a typing test online. See if they can type at their comfortable speed without difficulty.

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The user should be able to access their typical work-related websites with ease (and use any keyboard shortcuts related to these sites).

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Return to Device Manager and make sure that all other devices are working properly as well. This is to ensure that no other device was tampered with during the process of updating the keyboard driver.

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Even though it's impossible to prevent this problem (because it sort of just happens), there are steps we can take to make identifying this issue easier. The user should routinely check that the keyboard drivers are always updated and working properly.