Number keys on chromebook Acer R721T work inconsistently.

Hello,
I work for a school district in the tech dept. We have around 300 Acer R721T chromebooks. I have worked on several of them with numbers keys that are not working, usually 1,2,3 and 4. Sometimes I am able to fix the problem by reseating the keyboard ribbon cable, resetting the chromebook or formatting it. Unfortunately if any of those fixes work it is only temporary. I am wondering if they keyboards are defective? I am seeing this more on the first fleet we purchased which were out of warranty in 11/21.

[Edited the content to add model number to the title]

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Ingrid-Inactive

thepburn said:

Hello,
I work for a school district in the tech dept. We have around 300 Acer R721T chromebooks. I have worked on several of them with numbers keys that are not working, usually 1,2,3 and 4. Sometimes I am able to fix the problem by reseating the keyboard ribbon cable, resetting the chromebook or formatting it. Unfortunately if any of those fixes work it is only temporary. I am wondering if they keyboards are defective? I am seeing this more on the first fleet we purchased which were out of warranty in 11/21.

Hello @thepburn,

I am sorry to hear you are having this issue. I sent you a private message requesting some information, please reply at your convenience.

Best Regards,
Acer-Ingrid

MWils678

Hello.
I too work for a school district tech department and am experiencing the same issue. We have about 2000 Acer R721T chromebooks and I am seeing an issue with the keyboards where the number line, with the exception of 5 and 6, will stop working. I can reseat the ribbon cable and this works sometimes for a brief time, but I usually have to replace the keyboard. I do not see this on any other model or brand of Chromebook we have.

Titanoboa

I also work for a school district where we have hundreds of these models and have noticed this trend of only our Acer 721T CBs having this issue. Only the "5" and "6" keys keep working. So what I've found is reseating the ribbon works sometimes and if that doesn't work, swapping two "malfunctioning" keyboards will somehow fix the issue as well. I would love to know an official fix for this issue.

Fig

Any updates or official fixes for this issue?

Ingrid-Inactive

Hello all,

I am sorry to hear you are having this issue. I sent you a private message, please reply at your convenience.

Best Regards,
Acer-Ingrid

thepburn

Hi, I am sorry but I do not see your PM.

Ingrid-Inactive

Hello thepburn,

I am sorry, I just replied your private message.

Best Regards,
Acer-Ingrid

techmom9

I am having the same exact issue. Also working with the C721 model. Numbers 5 and 6 are only working and it keeps happening. Any advice on fixes would be great thanks.

Jackm43

I also work for a school district and having the same problem. Only the 5 & 6 keys work on number row. Nothing I've tried seems to clear the problem. Is this a keyboard or motherboard issue?

Ingrid-Inactive

Hello @techmom9 and @Jackm43,

We apologize for any inconvenience this may have caused. I sent you a private message requesting some information in order to forward your issue to our support channel, please reply at your convenience.

Best Regards,

Acer-Ingrid

Jackm43

Is this an issue that can be fixed locally or do they need to go to Acer for repair??

NRCSD

I too, am in a school district with a couple thousand R721T CB's. Many, many have the keyboard issue where only 5 and 6 work on the number line and the right arrow key also will not work. All other keys will work. Those of you where only 5 and 6 work on the number line, try the right arrow, I guarantee that will not work either. Acer denies that this is an issue and wont seem to help outside of the warranty.

Ingrid-Inactive

Hello NRCSD,

We apologize for any inconvenience this may have caused. I sent you a private message requesting some information in order to forward your issue to our support channel, please reply at your convenience.