A dead or misbehaving laptop keyboard usually comes down to one of four things: a Windows setting that changes how keys behave (Filter Keys, Num Lock, an extra layout), a driver that didn’t load, a recent update or firmware problem, or physical damage such as a spill. Surface Type Covers add a fifth: the magnetic connector.
To tell which you have, test the keys before Windows loads, in the BIOS or built-in diagnostics. If they work there, the hardware is fine and the fix is in Windows. If they don’t, no driver or setting will bring them back.
Meanwhile, plug in a USB keyboard, or use the mouse to turn on On-screen keyboard under Settings > Accessibility > Keyboard.
Try these first
- Use Restart, not Shut down; with Fast Startup on, only Restart fully reloads drivers.
- If keys only register when held down, turn off Filter keys in Settings > Accessibility > Keyboard.
- If letters type numbers, press Num Lock (or Fn + Num Lock) once.
- If symbols come out wrong, press Windows key + Spacebar to switch layouts.
- Unplug docks, hubs and USB devices, then test with nothing attached.
- After a spill, shut down, unplug the charger and leave it off; don’t test a wet keyboard.
Test outside Windows first: hardware or software?
In the BIOS and pre-boot diagnostics, the firmware reads the keyboard directly, so no Windows driver or setting can affect it.
Restart and press your brand’s setup or diagnostics key (see the brand table). Try the arrow keys and a few letters, then exit without saving changes.
Reading the result
- The built-in keys work in the BIOS: the hardware is fine. The problem is a Windows setting, driver or update.
- The built-in keys can’t open the BIOS, but a USB keyboard can: the built-in keyboard or its internal cable has failed. Skip to the hardware section.
- Some keys work in diagnostics and others don’t: debris, liquid or wear under part of the keyboard. Clean it (see the hardware section); if the same keys stay dead, it’s hardware.
Match what your keyboard is doing to the cause
| What you see | Likely cause | What to do |
|---|---|---|
| No keys work in Windows, but they work in the BIOS | Driver didn’t load, or a recent update | Reinstall the driver; check updates or use a restore point |
| Dead after a cold start, fine after Restart | Fast Startup bringing back a bad driver state | Turn off Fast Startup |
| U, I, O type 4, 5, 6 | Num Lock is on for the built-in number pad | Press Num Lock or Fn + Num Lock |
| Shift + 2 types ” instead of @, or Shift + 3 types £ | English (UK) layout is active | Switch with Windows key + Spacebar; remove the extra language |
| ‘ and ” only appear after the next key, or turn into accented letters | US-International layout (dead keys) | Switch to the plain US layout |
| Quick presses ignored; you have to hold keys | Filter Keys is on | Turn off Filter keys |
| Shift, Ctrl or Windows key stays pressed, or letters open apps | Sticky Keys, or a stuck modifier key | Turn off Sticky keys; clean around the key if it continues |
| F1 to F12 change volume or brightness | Function-key lock or action-key mode | Use the brand table below |
| Keys repeat or type doubles | Short repeat delay, or a worn key | Move Repeat delay toward Long in Control Panel > Keyboard; if one key repeats in the BIOS too, it’s hardware |
| Keyboard and touchpad dead on a 2-in-1 | Folded into tablet, tent or stand position, or the laptop thinks it is | Return to laptop position and Restart |
| One row or area dead, even in the BIOS | Liquid, debris, failing keyboard or cable | Clean it, then see the hardware section |
| Surface Type Cover drops in and out | Dirty connector or outdated firmware | Surface steps in the brand table |
Brand-specific checks: HP, Dell, Lenovo, Surface and ASUS
Keys vary by model; if one doesn’t respond, check your user guide. We’re independent of these manufacturers, so warranty repairs go through them.
| Brand | Function keys and locks | Built-in test | Worth knowing |
|---|---|---|---|
| Dell | On many models, Fn + Esc toggles Function Key Lock. In BIOS setup (F2), look for Post Behavior > Fn Lock Options or Advanced > Function Key Behavior. | Press F12 at startup for the One Time Boot Menu, then choose Diagnostics (Dell’s SupportAssist pre-boot diagnostics, called ePSA on older models). | SupportAssist’s Update Software installs BIOS and driver updates. |
| HP | On many models, BIOS Setup (press Esc repeatedly at power-on, then F10) has System Configuration > Action Keys Mode; Disabled makes F1 to F12 work without Fn. Some business models name it differently. | Press Esc repeatedly at power-on, then F2, to open HP PC Hardware Diagnostics UEFI. | HP Support Assistant installs BIOS and driver updates. |
| Lenovo / ThinkPad | Fn + Esc toggles FnLock on most ThinkPads and many other Lenovo models; a light on the Esc key shows when it’s on. | On ThinkPads, press Enter at the Lenovo logo for the Startup Interrupt Menu, which lists the BIOS and diagnostics keys. Many IdeaPad and Yoga models use F2 or a Novo button. | Lenovo Vantage (Commercial Vantage on business models) installs driver and BIOS updates. |
| Microsoft Surface (incl. Type Cover) | Press Caps and Fn a few times. If their lights don’t turn on and off, the cover isn’t connecting. | Shut the Surface down, then press and hold Volume Up, press and release Power, and keep holding Volume Up until the UEFI screen appears. Try the arrow keys there. | Detach the cover and clean the connector. Force a restart (Surface Pro 5th Edition and later, Go and Laptop: shut down, then hold Power for 20 seconds), reattach, and check updates in the Surface app under Help & support. |
| ASUS | On many models, Fn + Esc turns the function-key feature on or off. | For BIOS setup, with the laptop off, press and hold F2, then press the power button. In Windows, MyASUS includes System Diagnosis. | If typing works but Fn shortcuts don’t, reinstall the ASUS System Control Interface driver (ATK Package on older models). |
Acer: many models have a Function Key Behavior option on the BIOS Main tab (F2 at power-on); on models with a padlock on Esc, Fn + Esc toggles Fn Lock.
2-in-1 laptops and Surface: folding the screen back turns the keyboard off by design. Lenovo’s Yoga guides say so for Stand, Tent and Tablet modes, and a Surface ignores key presses while its cover is folded back. If the touchpad is out too, see our touchpad troubleshooting guide.
Fix the Windows settings that make keys look broken
Filter Keys, Sticky Keys and Toggle Keys
Holding the right Shift key for eight seconds turns on Filter Keys, which ignores quick or repeated keystrokes, a common reason keys seem to work “only sometimes.” Pressing Shift five times turns on Sticky Keys.
Turn off Filter keys, Sticky keys and Toggle keys under Settings > Accessibility > Keyboard unless someone relies on them (Windows 10: Settings > Ease of Access > Keyboard).
Wrong characters: the keyboard layout
If @ and “ are swapped, Windows is using the English (UK) layout. If apostrophes and quotes only appear after the next key, US-International is active and treats them as accent keys.
To stop the switching for good, go to Settings > Time & language > Language & region and choose Remove from the three-dot menu of English (United Kingdom) or any language you don’t use. For an extra layout such as United States-International, choose Language options from your own language’s menu and remove it under Keyboards. Windows 10 has the same lists under Time & Language > Language.
To disable Left Alt + Shift (switches language) and Ctrl + Shift (switches layout) in Windows 11, go to Settings > Time & language > Typing > Advanced keyboard settings > Input language hot keys > Change Key Sequence and choose Not Assigned.
Numbers instead of letters
On many laptops without a number pad, Num Lock turns U, I, O, J, K and L into number keys. Press Num Lock, or Fn plus the key marked Num Lock. Can’t find it? In the On-Screen Keyboard, select Options, check Turn on numeric key pad, then click NumLock.
Rather have a technician sort it out?
If your keys work in the BIOS but not in Windows, a technician can connect remotely with your approval and track down the driver, setting or update causing it while you watch. A GoProIT technician can connect remotely, with your permission, and fix it while you watch. $59 per fix, Mon–Fri 8am–8pm ET.
Reinstall the driver and rule out updates
Reinstall the keyboard driver
- Have a USB keyboard or mouse ready for the restart.
- Right-click Start and open Device Manager.
- Expand Keyboards. The built-in keyboard is often listed as Standard PS/2 Keyboard, alongside HID keyboard entries.
- Right-click each entry, choose Uninstall device, and confirm.
- Restart. Windows reinstalls the keyboard driver during startup.
If an entry shows a yellow warning triangle, note the code on its General tab first; our guide to USB devices not being recognized explains common Device Manager codes.
If it started after an update
If the keyboard is not working after a Windows 11 update, run Settings > Windows Update again; driver fixes often arrive in the next update. Then run your maker’s updater: Dell SupportAssist, HP Support Assistant, Lenovo Vantage, MyASUS System Update or the Surface app. If you have a restore point from before the keyboard broke, System Restore is a reasonable next step. It leaves documents alone but removes apps, drivers and updates installed since.
If it only fails after a cold start
Fast Startup saves the driver state at shutdown and reloads it at power-on, so a driver that failed once can keep failing. Open Control Panel > Power Options > Choose what the power buttons do, select Change settings that are currently unavailable, clear Turn on fast startup (recommended), and save.
BIOS updates: one warning
Dell and ASUS both list BIOS updates as a keyboard fix. An interrupted update, such as one cut off by a power loss, can leave the laptop unable to start, so back up first, plug in the charger and let it finish.
If the drive is encrypted, suspend BitLocker first or Windows may ask for the recovery key. That includes Device encryption, which Windows turns on automatically on many Home laptops set up with a Microsoft account. Our BitLocker recovery key guide shows how to suspend it and where to find your key.
Last resort: Reset this PC
If the keys work in the BIOS but nothing above helps, Microsoft, Dell and ASUS point to Settings > System > Recovery > Reset PC (Windows 10: Update & Security > Recovery) with Keep my files. Documents stay, but apps, drivers and settings are removed, so back up first and have your BitLocker recovery key ready.
In an office: one laptop or several?
If several laptops of the same model lose their keyboards in the same week, look for a shared change: a driver or firmware update, a new dock or a new security agent. If Intune manages their drivers, check whether the driver update policy approves recommended drivers automatically, which lets one bad driver reach every laptop of that model.
Office-wide wrong-character complaints usually trace back to setup: a laptop set up or imaged with a UK or US-International layout can pass it on to new user profiles. Remove extra languages and layouts during setup so Left Alt + Shift, Ctrl + Shift and Windows key + Spacebar have nothing to switch to.
A dead built-in keyboard doesn’t stop remote help. In a remote support session, which you approve and can end at any time, the technician types from their end, so most driver, layout and update fixes can be done while you watch. Keep a USB keyboard or the On-Screen Keyboard handy to enter your own password after restarts.
Offices that would rather hand off the software side can put every user on our Business Support Plan, which includes unlimited remote help desk tickets but not hardware repairs.
When it’s the hardware, and when to stop
Stop troubleshooting software and arrange a repair if:
- The built-in keys fail in the BIOS or diagnostics while a USB keyboard works. That’s the keyboard or its ribbon cable.
- There was a spill. Power off, unplug the charger and leave it off. Powering on a wet keyboard can short the board, and sugary drinks keep corroding contacts after they dry.
- The keyboard bulges, keys sit unevenly, or the touchpad is lifting. A swelling battery underneath is a safety risk: power off, unplug, and have the battery replaced before further use.
- The laptop was recently opened for repair. An unseated keyboard cable is a bench job, not a remote one.
- A Surface keyboard still repeats or drops keys after cleaning and the steps above. Microsoft’s guidance calls that a likely hardware failure needing a service request; the serial number is on the cover’s spine.
Cleaning stuck or dead keys
Shut down and unplug the charger. Blow compressed air between the keys in short bursts with the can upright; Dell warns that tilting it sprays freezing liquid. Wipe sticky keys with a cloth dampened, not wet, with isopropyl alcohol and let it dry before powering on. Don’t force a loose keycap back on; cracked, missing or loose keys are a repair.
Many thin laptops have the keyboard fixed to the palm rest, so the replacement is the whole top cover. Check warranty first; on an older laptop, an external keyboard may make more sense.
If the keys work in the BIOS and you’d rather not chase drivers and updates yourself, this is a typical $59 remote fix. If several machines keep doing it, our help desk service can look for the common cause.
Common questions
Why did my laptop keyboard suddenly stop working?
Common causes include Filter Keys being switched on by holding the right Shift key, a keyboard driver that didn’t load after an update or sleep, and Fast Startup carrying a bad driver state into the next boot. If it stopped right after a spill, a drop or a repair, suspect hardware. Testing the keys in the BIOS tells you which kind of problem you have in a couple of minutes.
How do I unlock my laptop keyboard?
Windows doesn’t have a single keyboard lock. What looks like a locked keyboard is usually Filter Keys (quick presses ignored), Num Lock (letters typing numbers) or a function-key lock (F1 to F12 changing volume or brightness). Turn off Filter keys under Settings, Accessibility, Keyboard, press Num Lock, and try Fn + Esc, which toggles the function-key lock on many Dell, Lenovo and ASUS laptops.
Why is my keyboard typing the wrong symbols?
If your keyboard is typing wrong characters or symbols, Windows is using a different keyboard layout from the one printed on your keys. If @ and the double quote are swapped, the English (UK) layout is active. Press Windows key + Spacebar to switch back, then remove the English (United Kingdom) language or any extra keyboards under Settings, Time and language, Language and region, so a stray Left Alt + Shift or Ctrl + Shift can’t change it again.
Can I keep using my laptop with a broken keyboard?
Yes. A USB or Bluetooth keyboard works normally in Windows, and the On-Screen Keyboard covers short tasks. Keep a wired USB keyboard handy, though: many Bluetooth keyboards don’t work before Windows starts, so you may not be able to type at a BIOS screen or a BitLocker recovery prompt without one.
Why is my laptop keyboard not working at the sign-in screen?
To get in, select the Accessibility button in the lower-right corner of the sign-in screen (Ease of Access on Windows 10) and choose On-Screen Keyboard, or plug in a USB keyboard, then enter your PIN or password. Once signed in, use Restart rather than Shut down so the keyboard driver reloads. If it only fails after a cold start, turn off Fast Startup. If the keys also fail in the BIOS, the keyboard itself needs repair.
Why does my Surface keyboard keep disconnecting?
Usually debris on the magnetic connector, a cover not seated on all the magnets, or outdated firmware. Detach it, clean the connector, force a restart (on most recent models, shut down and then hold Power for 20 seconds), reattach it, and install updates through the Surface app. If keys still repeat or drop out, Microsoft’s guidance says it’s likely a hardware failure and points you to a service request.