Keyboard Troubleshooting in Windows 98, ME, and XP

Keyboard Troubleshooting in Windows 98, ME, and XP

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This document applies to HP and Compaq Desktop PCs with Microsoft Windows 98, Me, and XP.

CAUTION: If you cannot configure the Multimedia or Internet keyboard buttons in Windows XP (the buttons tab is missing), download and install HP Multimedia Keyboard/Mouse Driver Update - sp26752 . After you have installed the update, restart the PC and configure the buttons again. This issue occurs when Microsoft update MS06-015 is installed.
The instructions in this document can resolve the following issues:

Wrong characters appear when typing.
Keys appear to stick, for example, pressing and releasing the R key once causes the following result: rrrrrrrrrrrrrrrrrrrrrrrrrrrrrr
Problems with Multimedia or Internet keyboard buttons (the alterative buttons or keys above or to the side of the regular keys).
Volume control knob not working.

NOTE: If you have a wireless keyboard, use the support document Wireless Keyboard and Optical Mouse Not Working .

NOTE: If typed characters are slow to appear or do not repeat when holding down a key, use the HP support document Keyboard Keys Do Not Work Correctly After Enabling FilterKeys .

Step 1: Reconnect, restart, and test
In most cases, if the keyboard has lost its connection with Windows, restarting the PC can reset the connection and resolve the problem. To make sure that the connection stays connected and that other devices are not interfering, use this section to properly resynchronize the keyboard to the BIOS and Windows.

Turn off the PC.
Disconnect all devices that are connected to the PC except for the monitor.
For PS/2 styles (see images below), inspect the connectors on the ends of the keyboard and mouse cables. If you find pins that are bent, attempt to straighten the pins with the tip of a retracted ball-point pen.
Reconnect the keyboard. For USB connections, use a different USB connector on the back of the PC if possible.
Turn on the PC.
If the problem continues, select one of the following links that corresponds to the type of keyboard you have:

Link
Image of keyboard connector
PS/2 Keyboard steps

USB keyboard steps

Go to the Related support section below for help with issues not covered in this document.
PS/2 keyboard steps
HP and Compaq keyboards use special software in addition to the normal keyboard drivers that come with Windows. This software provides extra functionality for Multimedia/Internet keys and the volume control knob (on some keyboards).
To resolve possible software compatibility issues that can occur with the keyboard software, download and install the latest keyboard driver.
For the Windows XP keyboard driver download HP Multimedia Keyboard/Mouse Driver Update - sp26752 .
If your PC is not using Windows XP, go to the HP Software download page , enter your PC model name, and then select the version of Windows your PC is using.
For PCs with Windows XP, the software download name is "HP Multimedia Keyboard/Mouse Driver Update".
For PCs with other versions of Windows, like Windows Me or earlier, the keyboard driver should be listed with the word "keyboard" in the driver name, such as "Multimedia Keyboard Driver Update".
Install the software by following the instructions on the download page and the installation screens.
For more information about downloading software and drivers, refer to the HP support document HP and Compaq Desktop PCs - Obtaining Software and Drivers .
USB keyboard steps
To resolve almost all USB keyboard problems, download and install the latest driver from HP (Step 1 below). If the problem continues, you will need to uninstall the software and drivers and install again (Steps 2 and on):
Step 1: Download and install the latest keyboard driver
HP and Compaq keyboards use special software in addition to the normal keyboard drivers that come with Windows. This software provides extra functionality for Multimedia/Internet keys and the volume control knob (on some keyboards).
To resolve possible software compatibility issues that can occur with the keyboard software, download and install the latest keyboard driver.
For the Windows XP keyboard driver download HP Multimedia Keyboard/Mouse Driver Update - sp26752 .
If your PC is not using Windows XP, go to the HP Software download page , enter your PC model name, and then select the version of Windows your PC is using.
For PCs with Windows XP, the software download name is "HP Multimedia Keyboard/Mouse Driver Update".
For PCs with other versions of Windows, like Windows Me or earlier, the keyboard driver should be listed with the word "keyboard" in the driver name, such as "Multimedia Keyboard Driver Update".
Save the software download to your Windows desktop and then Install the software by following the instructions on the download page and the installation screens.
For more information about downloading software and drivers, refer to the HP support document HP and Compaq Desktop PCs - Obtaining Software and Drivers .
Has the keyboard problem been resolved? If not, continue to the next step.

Step 2: Delete keyboard device drivers
If installing the latest software from the Web did not resolve the problem, uninstall the keyboard software to remove any references that Windows may have and to "reset" the keyboard to basic drivers. Doing so prepares the system for a more cleaner installation environment.
Delete the currently installed keyboard software as follows:

Restart the PC.
As soon as the first screen appears, press the F8 key repeatedly until the Microsoft Windows Startup menu appears.
Use the arrow keys to select Safe Mode, and then press ENTER.
In Windows XP you will also need to select Microsoft Windows XP Home Edition (or Professional Edition, if applicable), and then press ENTER .
In Windows XP, click Start, Control Panel, and then Performance and Maintenance.
In Windows 98 and ME, click Start, Settings, and Control Panel.
Double-click the System icon.
The System Properties window appears.
In Windows XP, click the Hardware tab, and then click the Device Manager button.
In Window 98 and ME, click the Device Manager tab.
Click the Plus sign (+) next to Keyboard and remove all the keyboard related items listed.

NOTE: The keyboard name should match the type of keyboard you are using, probably a Standard 101/102 Key keyboard. If the name does not match, some characters will not be available or will not match the characters printed on the keyboard. Remove the keyboard name if wrong characters appear when typing and finish the following steps.

Click the Plus sign (+) next to Universal Serial Bus controllers and remove all items listed.

Click OK to close the System Properties window.
Continue to the next step.

Step 3: Delete keyboard software
Before you install the new keyboard software, you need to remove any existing keyboard software. Existing software can cause driver conflicts with the new software. Do the following to remove keyboard software:

Make sure the keyboard is still connected to the PC.
For Windows XP, click Start, then Control Panel
For Windows 98 and ME, click Start, Settings, and Control Panel
Double-click the Add/Remove programs icon.
Select One-touch Multimedia Keyboard or KBD.
Click Add/Remove or Change/Remove and follow the onscreen instructions.
If a window appears stating "remove shared files," click No to All.
When finished, restart the PC.
After Windows restarts, continue to the next step.

Step 4: Install the latest keyboard driver
Double-click the keyboard software file from your Windows desktop (the file you downloaded in Step 1). Follow the instructions to install the software and restart the PC when done.
The keyboard should now be working properly.