e5 576 932H keyboard not working

One day it suddenly stopped working, no overheating, no weird noises, no alert messages or errors. I restarted the laptop and had to log in with on screen keyboard, then the keyboard worked for a moment and randomly stopped again. It was like that for a couple hours yesterday but today it hasnt worked at all.
I typed this with an usb keyboard which works fine. Laptop keyboard doesnt work, any key, only power button and touch pad.
Have tried several shut down, turn on cicles. Can't access BIOS on startup (pressing F2). Tried uninstaling keyboard driver trough device manager and restarting to let it update. tried windows device troubleshot (says everything is fine), tried cheking for malwares or viruses (its clean), tried checking for windows updates. tried changing every keyboard configuration and setting, languages, accesibility on windows.
I mean, laptop is a bit more than 1 year old and looks brand new, could it be hardware issues? that doesnt seems right unless it was damaged somehow, which didnt.
what else could I do to fix this? Already googled several pages and found some problems like mine but no solution.

Accepted answers

Commodore_1995#

Try only disconnecting and reconnecting the keyboard a few times.

All comments

Commodore_1995#

What happens when you reset the battery?

https://www.youtube.com/watch?v=NfhgnxUJoZo&list=FLVBqwtBw09_Z9tXo1Injakw&index=7&t=0s

Also check the keyboard connector:

https://youtu.be/2kkzymbRQGw

RafaelCrespo

egydiocoelho said:

What happens when you reset the battery?
https://www.youtube.com/watch?v=NfhgnxUJoZo&list=FLVBqwtBw09_Z9tXo1Injakw&index=7&t=0s
Also check the keyboard connector:
https://youtu.be/2kkzymbRQGw

to reset the battery I tried disconecting the ac adapter and turing off the laptop, then holdin the button for 30+ seconds and almost inmediately turned on the laptop, nothing happened. I will try like they do on the video.

the keyboard conector looks brand new, its the large flat one with a yellow sticker on top I believe, looks firm, clean. Not dirty, broken or damaged in anyway, wont also move anywhere without removing the yellow sticker that holds it thigh in place. which i didnt do. Because of that I cant just replace the keyboard, which requires rather a complete dissassembly.

Thanks a lot for your quick response!!

Commodore_1995#

Just try to disconnect and reconnect the keyboard.

RafaelCrespo

egydiocoelho said:

What happens when you reset the battery?
https://www.youtube.com/watch?v=NfhgnxUJoZo&list=FLVBqwtBw09_Z9tXo1Injakw&index=7&t=0s
Also check the keyboard connector:
https://youtu.be/2kkzymbRQGw

Hello, I tried reseting the battery with the reset button like in the video and it did nothing. I still cant enter or navigate BIOS with the laptop keyboard ( I can with an usb keyboard).
I cant believe the keyboard broke for no reason in a 2018 laptop, If thats the case. I cant thing in anything else.
By now I have read several unresolved cases like mine in this and others forums. so I just guess its a model or a desing issue.
If anyone can help me before completely dissasembling a 16 months old laptop for a hardware failure Ill be gratefull. Thanks in advance.

Commodore_1995#

Try only disconnecting and reconnecting the keyboard a few times.

RafaelCrespo

egydiocoelho said:

Try only disconnecting and reconnecting the keyboard a few times.

I accidentally marked your comment as the solution or answer I think hahaha.

But seriously I just did that and it didnt work. I unplugged it, cleaned it with an eraser, looked clean and good, perfect if I should say, plugged it in, it dont seem loose or anything wrong.
Still keyboard doesnt work even in BIOS. I wonder if I could somehow check with a multimeter the keyboard itself, like unpluggin it and checking continuity between contacts pressing keys, I think it should do something that confirms if there is some issue. I guess thats just some electronic stuff that not everyone knows since you would have to know the keyboard desing itself.

Thanks btw, I havent solved my problem but your help is good!

Commodore_1995#

I really think it's a keyboard failure:

https://youtu.be/DpawPQrqIq4

Commodore_1995#

This user was able to install an illuminated keyboard: https://community.acer.com/en/discussion/comment/874656#Comment_874656

RafaelCrespo

egydiocoelho said:

This user was able to install an illuminated keyboard: https://community.acer.com/en/discussion/comment/874656#Comment_874656

I believe I will follow that procedure, thanks a lot.
After trying t fix any connection issue with the keyboard I ended up damaging the cable, even the power button is unusable. Can't turn on the laptop so I guess I leave it useless for the moment. There's no other way that replacing the whole keyboard now, which makes me think, If I damaged the cable trying to fix it, how come the power button was ok since the beginning?.
Anyway. I don't recommend anyone to try touching too much the cable if they don't plan or can't replace the keyboard.
It will be painful to fix this now as I'm outside US in a poor country.
Thanks a lot man I hope I find a good replacement and I hope it actually fix things and I don't end up breaking my laptop.

RafaelCrespo

egydiocoelho said:

This user was able to install an illuminated keyboard: https://community.acer.com/en/discussion/comment/874656#Comment_874656

I managed to fix the issue where I broke all the keys, even the power button. I fix that using the old trick where you cut the damaged end of the ribbon connector and peel a bit of what is remaining.
It fixed the power button, now I can turn on and off the laptop. Still no other key works.

I believe repairing the ribbon cable should have fixed ALL the buttons, am I right?

How come it only fixed the power button, if power button obviously is connected through that same ribbon cable?

Is it possible that the power button is "wired" or "patched" outside the keyboard matrix and is connected directly to one pin of the ribbon cable? This would explain why is the only key that works after trimming the ribbon. This would be to prevent the power button for being damaged if another key does. Am I right?

I'm only thinking too far because I fear that if I change the whole keyboard I end up with the same problem, confirming it was not the physical keyboard after all.

Thanks a lot

RafaelCrespo

Ok I don't want to spam but I realized that pushing several keys at the same time, like rolling my hand on the keyboard as it was a piano, with a text software opened some keys respond. Like I'm able to type random letters. So this means the keyboard is not completely dead.
(I'll probably have to replace it anyway but just want to be sure of what's happening so others also know). Until now I guess some key is kind of broken, which damaged the matrix and broke the entire keyboard. This also means that this laptop has a very weak keyboard as mine was never abused. Several presses might be enough to damage the keyboard.