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Acer laptop keyboard enters random characters after Windows 10 update - connot login

Anonymous
2018-08-25T01:54:37+00:00

My wife cannot login to her Acer laptop after a recent Windows 10 update.  When she powers up the laptop, it opens the login screen, but when she types in her password, you can see that for some characters only one symbol is entered, but for others, three or four or five characters/symbols show up (hidden) in the password field.  How can she log in to her PC and once in, how do we fix this?

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

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  1. VARADHARAJAN K 9,676 Reputation points Volunteer Moderator
    2018-08-27T18:07:06+00:00

    boot the windows in too to safemode , by entering recovery mode and choose troubleshoot -- adavnvANCED -  startup repair-- safemode

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  2. Anonymous
    2018-08-30T14:06:48+00:00

    Thank you for your response, however, none of the steps you outlined resolved the issues, although the symptoms have changed from what appeared to be random characters displayed relative to the keystrokes entered to several keys just don't work anymore e.g., t, u, etc.

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  3. Anonymous
    2018-08-31T00:21:35+00:00

    Apologies if I hadn't gotten back sooner since I was out of the office. How did you manage to get into the account? Did you use a different keyboard or did you boot in safe mode as suggested by RAJU.MSC?

    If using a different keyboard works, then it could a hardware issue. However, if the issue persists even after connecting an external keyboard, I suggest that you perform a system restore. Restore points are generated when you install a new app, driver, or Windows update, and when you create a restore point manually. Restoring won’t affect your personal files, but it will remove apps, drivers, and updates installed after the restore point was made.

    To restore your PC to an earlier point in time, follow these steps:

    1. Press Windows key + R and type Control Panel.
    2. Type Recovery in the search box and select Recovery.
    3. Click on Open System Restore, and then follow the instructions.

    Please respond to this thread to let me know how the issue progresses. Similarly, if you have more questions, please inform me by replying to this post.

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  4. Anonymous
    2018-08-26T03:20:54+00:00

    Hi Robert,

    It could be an issue related to the keyboard. Try to connect an external keyboard and see if the issue persists. Once she's able to log in to her account, try using the laptop's keypad. If the problem occurs, I advice running the Hardware and Devices troubleshooter to scan your computer, identify the problems, and attempt to fix the issues automatically. You may refer to the steps below:

    1. Press Windows key + R and type Control Panel.
    2. Type troubleshootingin the search bar and click on Troubleshooting.
    3. Click on Hardware and Devices.
    4. Follow the steps from the wizard to run the troubleshooter.

    If the troubleshooter can't fix the issue, try reinstalling the keyboard driver through Device Manager: Open Device Manager, right-click (or tap and hold) the name of the device, and select Uninstall. Restart your PC, and Windows will attempt to reinstall the driver.

    If the steps don't work, I suggest updating the driver through Windows Update or you can try looking for one on the device manufacturer's website and follow their instructions. Here's how you can update the driver through Device Manager:

    1. Select the Start button, type Device Manager, and select it from the list of results.
    2. Expand one of the categories to find the name of your device, then right-click (or tap and hold) it, and select Update Driver.
    3. Select Search automatically for updated driver software.
    4. If Windows doesn't find a new driver, you can try looking for one on the device manufacturer's website.

    Let me know how it goes.

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