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GeeGeeX
Paper Tape
Posts: 8
Registered: ‎04-14-2018
Location: US
Views: 283
Message 1 of 4

Lenovo Edge 2 Keyboard Malfunctioning

Hello all,

 

Let me introduce myself. I am a programmer that's had this laptop for a couple of months now, and while it has been good i've ran into this recent problem. I have experience in web, networking, and programming but I am not a hardware cs so bear with me.

 

ISSUE:

The Lenovo Edge 2 keyboard input will stop functioning in normal mode. It will not proccess input from the user regardless of which key-strokes used. In Safe-Mode, the keyboard will function at the login but input will produce 3 keystrokes per key instead of one. Once pass the login screen the keyboard will not function. This is a very recent issue in which the keyboard was working 3 days prior to this post.

 

Previously tried solutions/recommendations

Unistalling and re-installing the keyboard drivers has 0 impact. Upgrading the drivers is also null. Unistalling, upgrading, and re-installing in Safe-Mode also is moot. This has been done twice. Using a standard PS/2 keyboard does work, but this is external and does not solve the problem.

This is not an external program conflict/virus issue. The laptop is only months old and is closely monitored where malicious programs would not be installed. Networks and websites are also monitored and significant security software is already installed to detect such possibilities. I also have network/web experience as a Computer Science indivudal and would know if such programs attempt to connect and or download to my machine.   

Factory Reset Installation is not an option

Not only is this not a virus issue(and would not solve the issue if it was), but if it is a possible hard-ware related issue (the circuit board itself not accepting input) then a factory-reset would not work, would involve data-loss, and would also take x amount of hours to complete.

The driver software is "working properly" underneath the device manager via status. So, while the driver program itself is "working", the keyboard is not. It could be that a cable connector is phsyically loose, but remember also the keyboard respondes while in Safe Mode. If the connector was loose, it wouldn't respond in Safe since it is disconnected.

There is no physical damage to the keyboard.

No spills, no drops, no cracks and the keys are too flat for anything to get underneath. The laptop is cleaned only with a soft non-static/fabric cloth and alcohol solution (if needed).

Shipping the laptop is a last resort.

I don't like the idea of the device being shipped where it could be possibly damaged and/or lost during handling. Also, face-to-face interactions is more pratical as I can talk to the technician and see exactly what is going on. If anything I would prefer to take it to an official Lenovo Store or Microsoft Store that does on-site repairs at a responable price. Also, it would be impossible to ship the laptop now as it is heavily needed as I am in the middle of college work. I have had a similar issue like this occur with a memory card failing during this time too, but unfortunately the shop I took it in is in another state. They did end up telling me however what the issue was(one of the memory addresses on the card was missing/malfunctioning) and supplied me with another memory card (the card that failed was a cosair 8MB memory card).

The Tech Support at our college is either unavailable,limited or unwilling

Unfortunately I have asked a variety of engineers and CS. Most are either clueless and or the tech support is limited knowledge such as ony knowing how to handle basic desktop problems. Even some of the CS staff are unwilling to look at it though I am sure they know since hardware courses and engineering is taught at our college.

 

I need to be able to further inspect the keyboard and know exactly what the problem is such as, could it be a kernel issue, short-circuit issue, etc since the basics has already been narrowed down and guess-work has been debunked.

 

 

 

Support Specialist
Posts: 2,948
Registered: ‎02-22-2017
Location: GB
Views: 244
Message 2 of 4

Re: Lenovo Edge 2 Keyboard Malfunctioning

Hello GeeGeeX

Thanks for using the Lenovo forums.


Considering that, as you mention, the keyboard is functioning in Safe Mode, it would lead me to believe that there is some sort of software issue that`s causing the malfunction during the normal use of the machine.

 

If you refuse to do the full reset, then you could try to revert back to the previous Windows update, but as always, make sure you back up your data.

 

Hope this helps, let us know how you get on.


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GeeGeeX
Paper Tape
Posts: 8
Registered: ‎04-14-2018
Location: US
Views: 101
Message 3 of 4

Re: Lenovo Edge 2 Keyboard Malfunctioning

Hello,

UPDATE:

As of now currently the keyboard is accepting some input in Normal Mode. This is a couple of days after the initial problem with no further modifications except a BIOS update.

 

Current Issues

Caps lock is enabled the input is no longer accepted

 

cap-lock locks cannot be turned off unless there is an external keyboard

 

Some functions exclusive to the keyboard (keylit, Fn button) will not function

 

 When typing, the keys input the wrong letters and multiples of them in one stroke. Sometimes keys won't register.

Ex. Typing E will result in xyv or eud

GeeGeeX
Paper Tape
Posts: 8
Registered: ‎04-14-2018
Location: US
Views: 64
Message 4 of 4

Re: Lenovo Edge 2 Keyboard Malfunctioning

Hello all,

 

After finishing some academia the past month, I would like to update the thread with the following:

 

Indeed, the issue was a hardware one and had to do with the motherboard no longer accepting input from user and or faulty output. That is one of the reasons why the software drivers itself were ran as "working" but no response via typing or registering multiple strokes for 1 key. So while the software functions were fine, it was indeed, an issue with the circuit modules/key strike pads. Although not physically damaged, the circuits were defected. 

 

Since the manufactures warranty here has expired, I had it shipped to a second warranty coverage and got the issue fixed within 3-7 business days.

 

They had the keyboard replaced with a new one and fuctionality is back to normal. The only small issue I notice is that one of the brighten keys, the decrease sun one is slightly harder to push than the other keys and at an slight angle compared to the others that are centered. 

 

As of now the laptop looks brand new again, as they have also wiped down the surfaces but as mentioned, the machine is only x months old. There were also no physical scratches and or bumps on the laptop from transportation. The recycled shipping box came with breakable foam pads that I placed underneath and on the sides to hold it in place. I was also able to track the package via UPS live-updates, which was a relief considering how packages can get lost or stolen in the mail. 

 

Either or, satisified with the results of this mystery. Now that my machine is back, I can start programming again using Processing 3.0 IDE

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