Keyboard problem (adjacent key inserting) PH317-55-79AM

Hey Acer Community

I have a problem with keyboard in new Predator Helios 300 laptop. When I press a key, adjacent key is inserting too. For example "a" then Caps Lock is pressing as well - and conversely. Same with G-F ; H-N ; M-, and few others like "." and ARROW UP. But not all buttons only these. When I connect USB keyboard, I can write normally, but when I try to write same on laptop then problem back.

Issue just showed up during the game today. BIOS was not updated, nothing extra installed. I tried to turn on "Filter keys" etc., but nothing helps. Anti-viruses used as well. I'm afraid that can be problem with keyboard connection inside, because of heat or factory fail???

I'll be thankful for any advice.

(Thread was edited to add model name to the title)

Accepted answers

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Commodore_1995#

Have you tried uninstalling the keyboard driver through device manager?

Elbielo

egydiocoelho said:

Have you tried uninstalling the keyboard driver through device manager?

Hi. Thank you for reply. Yes, I tried to uninstall the driver, but didn't help. I've just tried to restore the system and also didn't help.

I found out that when I press for example "G" then shows "GF", but when I hold key G then it is writing GFFFFFFFFFFFFFF.... Same with other keys.... when I hold always second letter repeats.

Examples (pressing and holding)

G - gfgfgfgfgfgfgf gffffffffffffffff

F - gfgfgfgfgfgfgf gffffffffffffffff

H - hnhnhnhnhnhn hnnnnnnnnnnn

N - hnhnhnhnhnhn hnnnnnnnnnnn

M - m,m,m,m,m,m, m,,,,,,,,,,,

, - m,m,m,m,m,m, m,,,,,,,,,

Can be some virus or broken keyboard (connection inside)?... There are only some keys mostly next to each other. My second thought was keyboard language and layout. I'm using danish keyboard, but when I plug external keyboard (also danish) then works fine ( I can write this post

)

Elbielo

By the way. What I see in System Restore, that day when it happened there was an update and Microsoft Visual C++ 2012-2015 was installed... And unfortunately this is the earliest restore point to check if that was an issue. Do you think that can be the problem?

William_mk2

Elbielo

Sometimes a simple system restore will fix the issue..

Try windows x

click on power shell admin or command prompt admin

type rstrui

chose an earlier date on which your computer was working fine

click on next, finish, yes

It will restore your computer to an earlier date

if you get an message - system restore not completed - click on close

It will show you all the icons..

Try and check whether it is working now ..

If it is not working ..

Try windows x

go to device manager

expand keyboard

right click on keyboard driver - uninstall

Restart the computer

It should work fine..

If it is not working..

Let us do the basic steps first..

Doing the power drain and bios defaults will really help. Kindly follow the steps given below:

Turn off the laptop. Disconnect or unplug the charger cable, devices or any other cables connected to your laptop. Close your laptop. Turn it upside down. On the bottom of the laptop, you can find a pin hole. It is a tiny hole. You can a find a battery symbol indicator next to the hole. It is like a + and – sign symbol as though somebody is trying to shift the battery out. Insert the pin on to the hole for 30 seconds. Remove the pin. Flip the laptop. Connect the charger cable, turn on the computer. Only on laptops where the battery is inbuilt you can find the battery reset hole on the back of laptop.

If you don’t find a pin hole on the back of laptop then you might be using removable battery. There is no need to unscrew anything to remove the battery. Turn off the laptop. Disconnect or unplug the charger cable, devices and any other cables connected to your laptop. Close your laptop. Turn it upside down. On the bottom of the laptop, please look at the top or bottom depending on the way you look at it. You can find a long door. It is a battery removable door. Just below that you can find a latch. If you move the latch you can remove the battery door. Once the battery is removed, flip the laptop. Open the top cover, press and hold the power button for 1 minute. Connect the battery back on the back of computer. Connect the charger cable back and then turn on the computer.

If you don’t see a reset pin hole on the back of laptop or if you are not able to remove the battery (if it is inbuilt) then please unplug all the cables and devices out of laptop. Hold the power button for 1 minute. After releasing the button you should wait a while before plugging in power. Just because the button has been pressed doesn’t bleed off all the residual electricity on the motherboard. Wait 15-30 minutes before plugging in power. Then once power is connected wait for a full battery indication before turning the system on. That allows the battery to fully reset it’s internal statistics.

Connect all the cables back and restart the computer.

While turning on the computer, tap f2. It will go to bios. Press f9 once. It will show load bios defaults with a yes or no popup. Press enter. Popup screen will disappear. Press f10 once. It will show save changes popup with yes or no. Press enter. Computer will restart and it will load into windows.

It should work fine..

William_mk2

@Elbielo

We need to determine whether it is a hardware or software issue.

If it is still not working then we have to do a refresh and reset

click on start - settings - update and security - recovery - reset this pc - get started

or

on start - type here to search - type reset this pc - click on reset this pc on the top - click on get started

It will show you keep my files and remove everything

chose keep my files

chose the account - type the password - click on local reinstall - click on reset

It will be in progress..

login to computer and start using the computer.

If it is still not working

click on start - settings - update and security - recovery - reset this pc - get started

chose remove everything

click on local reinstall - just remove my files - click on reset

It will be in progress

Note:

If you do refresh ( keep my files ) - all your personal files like pictures, music , documents , videos will still be intact. Only the applications will be lost

If you do reset ( remove everything ) - you are doing a factory default. It will become like a day one computer. It will wipe out everything and take your computer to day one like a new computer.

You can also do the recovery in an alternative way..

There are two alt keys on the keyboard. If you look at the bottom row of keyboard you can see the one on the left side of space bar and the other on the right side of space bar. The alt key on the right side will be looking like alt, alt gr or alt car. Turn off the computer. Hold the alt key on the left and tap f10 continuously. It will go to repair mode. It will show you chose an option, continue, troubleshoot. If it is not going to repair mode, turn off the computer. Turn on the computer. Hold the right alt key ( alt gr or alt car or alt ) and then tap f10 continuously. It will go to chose an option continue and troubleshoot..

It will show you chose an option, continue, troubleshoot

Go to troubleshoot - click on reset this pc

click on keep my files ( only applications will be lost ) chose your account and type your password - click on local reinstall - click on reset

It will be in progress

If the keep my files option is not working

Go to troubleshoot - click on reset this pc – click on remove everything – click on local reinstall – just remove my files – click on reset

It will reinstall windows.

If the just remove my files is not working..

Go to troubleshoot - click on reset this pc – click on remove everything – click on local reinstall – Fully clean the drive – click on reset

It will reinstall windows.

Note: You can also go to chose an option , continue , troubleshoot by holding the alt key + tapping f10 or alt gr + tapping f10 on the keyboard while turning on the computer. Once you see the troubleshoot option, you can stop tapping the f10 and stop holding the alt key. Then you can try the keep my files and remove everything ( just remove by files and fully clean the drive ) by following the steps which was mentioned above.

William_mk2

@Elbielo

I understand you say "I have a problem with keyboard in new Predator Helios 300 laptop"

Even after doing the recovery if you are facing the same issue then it might be a hardware issue.

If your laptop is in warranty you can contact the warranty dept. Go to the website support.acer.com - chose your country. On the new page - scroll down - click on "contact support". Scroll down. You can find the phone no to contact the warranty dept.

If it is out of warranty, please contact local store or

Go to the website support.acer.com - chose your country. On the new page - scroll down - Click on "Repair My Acer" - Request to have your Acer product repaired. There will be charges for repair.

Additional info to contact Acer Store: Please visit the website - support.acer.com - chose your country - click on shop. You can buy desktop, laptop, monitor and accessories. Alternatively, on the top right corner you can find the phone no to contact Acer store. For the parts which are not available on Acer store, you have to contact local store.

Commodore_1995#

Try activating safeboot through msconfig and then restarting windows. Then check if the keyboard problem remains!

Prøv at aktivere sikker opstart via msconfig og genstart derefter Windows. Kontroller derefter, om tastaturproblemet forbliver!
3 mder at starte op i fejlsikret tilstand p Windows 10 version 21H2 - HowToFixWin

3 mder at starte op i fejlsikret tilstand p Windows 10 version 21H2 - HowToFixWin

Elbielo

Hi William_mk2 & Egydiocoelho

Thank you very much for huge amount of tips! I just need to find little bit of free time to seat and go through all your advices.

Laptop is brand new, it just happened after 3 weeks after purchase 😢 i think I'll also contact with local service to ask them if it's common problem...

I'll back to you as soon I'll figure it out, what was wrong.