The keys on my keyboard randomly stop working. Does anyone know how to fix this issue?

augusto.hassel

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Hi, has anyone encountered an issue where certain keys stop functioning properly?

The keys that are giving me trouble are the backspace, comma, Page Down, F12, and the right arrow key.

Sometimes, if I hold down the key for a while, they start working again, but other times they don't.

I've already updated the BIOS, and the notebook seemed to work fine until it went idle. It then suddenly stopped functioning again until I rebooted the notebook.

I've also tried deactivating the hotkeys, but that didn't seem to help.

Does anyone have any suggestions or ideas on how to fix this?
 
Which model of laptop do you have?
Did you try to check if those keys are working properly under BIOS mode?
It can help you to recognize if it is caused by software.
However, you might be not replicate the behavior under BIOS mode.
Narrow down the issue by clean installing Keyboard driver and removing the keyboard-related software(Ex. SteelSeries GG).
If those troubleshooting methods do not help, then you have to provide us the specific replications steps because it is not easy to recognize the suspect cause based on lack of information.
You also can upload the video for reference. Most of the time, we will be misunderstood by words. Then we will lead you to the wrong track.
 
Which model of laptop do you have?
Did you try to check if those keys are working properly under BIOS mode?
It can help you to recognize if it is caused by software.
However, you might be not replicate the behavior under BIOS mode.
Narrow down the issue by clean installing Keyboard driver and removing the keyboard-related software(Ex. SteelSeries GG).
If those troubleshooting methods do not help, then you have to provide us the specific replications steps because it is not easy to recognize the suspect cause based on lack of information.
You also can upload the video for reference. Most of the time, we will be misunderstood by words. Then we will lead you to the wrong track.
Hi Downey!

I've been corresponding back and forth with MSI Support, but unfortunately, we've made no progress so far.

I own an MSI Z16 Creator.

I've already tested everything you suggested. At this point, I'm inclined to think it's more of a hardware issue, but I'm not entirely sure. I'm currently on vacation in Germany and the only service center they've referred me to is in Poland...

My problem is pretty much summarized in this other post: https://forum-en.msi.com/index.php?...not-work-on-the-keyboard.360973/#post-2049169

It's a really frustrating issue and I'm at a loss for what to do next.

Thanks!
 
Hi Downey!

I've been corresponding back and forth with MSI Support, but unfortunately, we've made no progress so far.

I own an MSI Z16 Creator.

I've already tested everything you suggested. At this point, I'm inclined to think it's more of a hardware issue, but I'm not entirely sure. I'm currently on vacation in Germany and the only service center they've referred me to is in Poland...

My problem is pretty much summarized in this other post: https://forum-en.msi.com/index.php?...not-work-on-the-keyboard.360973/#post-2049169

It's a really frustrating issue and I'm at a loss for what to do next.

Thanks!
Did you try to check if those keys are working properly under BIOS mode?
It can help you to recognize if it is caused by software.
> Do you mean that you can see the behavior under BIOS mode?

If those troubleshooting methods do not help, then you have to provide us the specific replications steps because it is not easy to recognize the suspect cause based on lack of information. You also can upload the video for reference. Most of the time, we will be misunderstood by words. Then we will lead you to the wrong track.
> Can you share the information?
 
Did you try to check if those keys are working properly under BIOS mode?
It can help you to recognize if it is caused by software.
> Do you mean that you can see the behavior under BIOS mode?

If those troubleshooting methods do not help, then you have to provide us the specific replications steps because it is not easy to recognize the suspect cause based on lack of information. You also can upload the video for reference. Most of the time, we will be misunderstood by words. Then we will lead you to the wrong track.
> Can you share the information?

Hi! Apologies for the delayed response. To answer your questions:
When you ask if I observe the same behavior under BIOS mode, the answer is yes, it's the same — sometimes it works, sometimes it doesn't.
Regarding the procedures I've tried: I've reinstalled the SteelSeries software and upgraded it to the latest version; I've also attempted an EC reset, as well as uninstalling and reinstalling drivers manually.
 
Hi! Apologies for the delayed response. To answer your questions:
When you ask if I observe the same behavior under BIOS mode, the answer is yes, it's the same — sometimes it works, sometimes it doesn't.
Regarding the procedures I've tried: I've reinstalled the SteelSeries software and upgraded it to the latest version; I've also attempted an EC reset, as well as uninstalling and reinstalling drivers manually.

When you ask if I observe the same behavior under BIOS mode, the answer is yes, it's the same — sometimes it works, sometimes it doesn't.
> Based on the information, the problem is not related to software or driver. You need to send the laptop to repair further.
 
Seems like all msi laptops are the same :) i have the exact same issue in my creator Z16. I wish I saw this post before purchasing it ! The keys for me are O, =, F7 and F8.

The issue is really random, sometimes it works, sometimes not especially after going idle. Now imagine you are at work with your colleagues with your 3000$ laptop back from launch and you want to write some code, and then some of the keys of your Ferrari don't even work.. For an unknown reason.. and in few moments everything is back again.

MSI have failed and this is my first and last laptop of this manufacturer.
 
I found a way to solve it! So I had this issue for a while as well. I knew for me it was probably not an hardware issue, because my broken keys (t f c 0 backspace delete) dit work when presssing any other key. To solve it I downloaded AutoHotKey, a programm that lets you create your own hotkeys. With this, i made a small script to have the ScrollLock key pressed at all time (you could change this to any key you find useless, although you will need to check what that key does) Because of this, I now always have a key pressed without having to do anything for it, wich makes my keys work normally again.
How to keep pressing a key forever? - AutoHotkey Community
 
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Hi guys, I Have a creator z16 (i9-12th) and I have the same issue with 4 keys (= o f7 f8) and it is very embarrassing!! I never played a game in the laptop and the temperature never reached 70 degrees (I also have no cracked or unofficial software of all kinds).

I am a software developer and I can't survive without "o" and "=". I really regret purchasing this laptop. This was my first (and surely the last) msi purchase ever.
Now it will be even hard to sell it and buy another, because no one is going to pay its price for randomly working keys.

My issue is that these keys don't work unless time passes, and it is very random, sometimes it is 2 minutes, other times it is 30 minutes.

The problem occurs in bios too but seemed to be less agressive than in windows.

Hopefully this helps someone in the future. If you are gonna purchase this laptop, just don't :)
 
Hi guys, I Have a creator z16 (i9-12th) and I have the same issue with 4 keys (= o f7 f8) and it is very embarrassing!! I never played a game in the laptop and the temperature never reached 70 degrees (I also have no cracked or unofficial software of all kinds).

I am a software developer and I can't survive without "o" and "=". I really regret purchasing this laptop. This was my first (and surely the last) msi purchase ever.
Now it will be even hard to sell it and buy another, because no one is going to pay its price for randomly working keys.

My issue is that these keys don't work unless time passes, and it is very random, sometimes it is 2 minutes, other times it is 30 minutes.

The problem occurs in bios too but seemed to be less agressive than in windows.

Hopefully this helps someone in the future. If you are gonna purchase this laptop, just don't :)
It seems the problem is caused by the hardware or mechanical issue. Did you try to perform EC reset??
 

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Yes of course I did. It seems that I need to heat the laptop for a while for the keys to work. When fans cool it down it the problem occurs again.
 
Yes of course I did. It seems that I need to heat the laptop for a while for the keys to work. When fans cool it down it the problem occurs again.
that should be keyboard firmware causing the problem, you might go to RMA for repair..
 
I do have the same issue with my MSI Creator z16 a11uet. The keys O, =, F7 and F8 just stop working randomly. Has anybody here got the proper solution to this issue?
 
1. Update the latest BIOS(E1571IMS.10B).
2. Perform EC reset.
If you still have the same problem, check if you can see the same issue in BIOS mode.
 
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