How do I fix my Acer Nitro 5 AN517-51-56YW Keyboard?

Since yesterday (9/20/2019) my nitro 5 keyboard has been acting up. Some keys will work. The numbers will work so I can sign
into my laptop but all the others will not work. I have tried to update the keyboard and reset the laptop. I contacted Acer support and I got to chat with someone. We tried to fix the laptop but unfortunately, it did not work. To put the cherry on the top of this mess, I got the laptop on Tuesday this week. (9/17/2019) I'm really mad at this. Has this happened to anyone else? This seems to be my last hope on fixing my laptop before sending it back. The model is AN517-51-56YW. Please help me.

Accepted answers

All comments

MartinJohn00001

@Caidex
Hi, Good Morning! Sorry to hear about your issue. Can you kindly tell how you did the Factory Reset in your unit? Did you choose to fully clean the drive while doing the reset?

Caidex

MartinJohn00001 said:

@Caidex
Hi, Good Morning! Sorry to hear about your issue. Can you kindly tell how you did the Factory Reset in your unit? Did you choose to fully clean the drive while doing the reset?

I have not factory reset my laptop yet. What I meant to say is I shut down the laptop and turn it back on. Should factory resetting my laptop fix the problem?

MartinJohn00001

@Caidex
Since it is a brand new laptop I hope that there is no important files in the unit. Kindly try to do a Factory Reset by following the below steps.
1) Go to Settings.
2) Select Update and Security.
3) Select Recovery. Click Reset your PC. This process will erase all data on the your system.
4) Click Next, then select Just remove my files.
5) Click Reset to begin the Reset process. Plug your unit with the charger and leave it aside.
Try this step and check and post your result.I hope it is helpful!

Caidex

MartinJohn00001 said:

@Caidex
Since it is a brand new laptop I hope that there is no important files in the unit. Kindly try to do a Factory Reset by following the below steps.
1) Go to Settings.
2) Select Update and Security.
3) Select Recovery. Click Reset your PC. This process will erase all data on the your system.
4) Click Next, then select Just remove my files.
5) Click Reset to begin the Reset process. Plug your unit with the charger and leave it aside.
Try this step and check and post your result.I hope it is helpful!

I have factory reset the laptop. laptop is still broken and now unusable. I can not sign in, connect to my wifi or anything to do with typing. thank you so much with helping me with this issue, but it looks like i'm going to have to wait another week to get another laptop.

andylb

Caidex said:

MartinJohn00001 said:

@Caidex
Since it is a brand new laptop I hope that there is no important files in the unit. Kindly try to do a Factory Reset by following the below steps.
1) Go to Settings.
2) Select Update and Security.
3) Select Recovery. Click Reset your PC. This process will erase all data on the your system.
4) Click Next, then select Just remove my files.
5) Click Reset to begin the Reset process. Plug your unit with the charger and leave it aside.
Try this step and check and post your result.I hope it is helpful!

I have factory reset the laptop. laptop is still broken and now unusable. I can not sign in, connect to my wifi or anything to do with typing. thank you so much with helping me with this issue, but it looks like i'm going to have to wait another week to get another laptop.

Reboot and at the Acer logo screen pres Alt + f10 for a clean Windows reinstall, hopefully that will at least get you back up and running then we'll look at the keyboard problem

MartinJohn00001

Caidex said:

MartinJohn00001 said:

@Caidex
Since it is a brand new laptop I hope that there is no important files in the unit. Kindly try to do a Factory Reset by following the below steps.
1) Go to Settings.
2) Select Update and Security.
3) Select Recovery. Click Reset your PC. This process will erase all data on the your system.
4) Click Next, then select Just remove my files.
5) Click Reset to begin the Reset process. Plug your unit with the charger and leave it aside.
Try this step and check and post your result.I hope it is helpful!

I have factory reset the laptop. laptop is still broken and now unusable. I can not sign in, connect to my wifi or anything to do with typing. thank you so much with helping me with this issue, but it looks like i'm going to have to wait another week to get another laptop.

Hi, Sorry to hear it. In this case, if you want to check with the store for replacement, you can. However you can also give a try with a Media Creation Tool.
Check the link below for the Media Creation Tool.
https://www.microsoft.com/en-in/software-download/windows10

Commodore_1995#

I would first try to reset the internal battery:

https://youtu.be/NfhgnxUJoZo

Then change the function key behavior function that is in the bios to media key or function key and post the result.

andylb

@Caidex my friend @egydiocoelho is right, always try everything possible before doing a factory reset

Caidex

I have bought a new laptop now. It's the same one I had before. (Acer Nitro 5 AN517-51-56YW) I have left out some details I should have put in the first post so I'll share them now. I bought the broken laptop from Amazon on the 6th of September this month. It was refurbished so it was at a low cost and in my budget. When I bought it, it took 11 days to come to my house. It was delayed 3 times!!! (Thanks FedEx Rogers MN) but when I got it the wait was worth it. I was running games at 120 FPS at high or medium settings. I remember school felt like it was taking forever to be over but when it was I would jump on the laptop and play and 2 hours would pass by in a snap. You guys have no idea how heartbroken I was when I found out about the keyboard issue. Soon after I tried everything I could to fix the keyboard and here we are now. I have bought the same laptop from Acer now. I'm Sending the old laptop back now. I hope this never happens again. Thank you all for helping me with this problem. Taking time out of your day for me means a lot for me thank you all so much. though we didn't fix the problem we at least tried.

andylb

Thankyou for your kind words, good luck

Commodore_1995#

OK! Post the result here when the new laptop arrives.

ToeL

https://www.acer.com/ac/en/US/content/model/NH.Q5WAA.001

bought new and keyboard was dead on arrival.

Basic troubleshooting and online research was easy; backlight, x, ., and / keys worked. Had to re-seat and reconnect the keyboard into the board. ACER only had a thin black piece of tape holding the connection together! Maybe it came lose in shipping or never stuck when assembled. If you know what you are doing, the solution does not require factory reset or anything software related.

Caidex

Ok, so wow. Thanks for all the help guys! So here's a update with the problem. The second laptop had the same issue. (This was back in mid October) by this point I was **** off. I was ready to just give up on acer and look for another laptop to buy.

Caidex

sorry! Can't edit comment!

Commodore_1995#

I would check if a bios update would fix the problem.

Grantlewis1983

Caidex said:

Since yesterday (9/20/2019) my nitro 5 keyboard has been acting up. Some keys will work. The numbers will work so I can sign
into my laptop but all the others will not work. I have tried to update the keyboard and reset the laptop. I contacted Acer support and I got to chat with someone. We tried to fix the laptop but unfortunately, it did not work. To put the cherry on the top of this mess, I got the laptop on Tuesday this week. (9/17/2019) I'm really mad at this. Has this happened to anyone else? This seems to be my last hope on fixing my laptop before sending it back. The model is AN517-51-56YW. Please help me.

Try updating the BIOS to 1.31, i had same issue and mine works normal now. good luck!

Quick Links

Top Members

Weekly

Puraw 300

StevenGen 140

Alejandro_AC 100

Kno63 80

RenanVilela 75

Swift Series Intel^® Evo™

Game Pass

Acer Corner

Gaming on Chromebook

Swift Series Intel® Evo™

Game Pass

Acer Corner

Gaming on Chromebook

Swift Series Intel^® Evo™