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Hey. I bought my wireless desktop setup 2 years ago and untill today it worked just fine. I used to clean it every once in a while so I don't think it's a dirt problem. At first I suspected it to be a malware attack so I tried plugging it in my Lenovo ideapad 330s and again the mouse works just fine but the keyboard is unresponsive. Tried replacing batteries. No sign of life. There's no power button so I can't reset it and now I'm locked out of my pc. Is there a way I can fix it on my laptop? Or do I have to buy a new one? Also I don't remember damaging it in any way so I don't think any of it's internal parts are damaged. Please someone assist me I love this keyboard and couldn't find it in my city so will have to order it and wait for it to arrive. Thanks 🙏
Btw I'm using a custom built pc running windows 10.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Answer accepted by question author
You're very welcome. If they said there was a 3-year warranty during the purchase, you may still try reaching out to Microsoft Billing support to double-check. I'm glad that you were able to log in now.
If you found my answer helpful, please indicate by selecting 'Yes' or 'No'. Have a great day and take care. Thank you.
Thank you very much for the assistant. It said it has 3 yr warranty but I'm pretty sure they updated it to 1yr however I don't think I'm gonna be able to use it so I will just buy a new one sadly not this exact model since its out of stock in my city. Would probably buy a Logitech or dell keyboard + mouse instead. Thank you for your time have a great day! Also thanks for helping me login back to my pc!
Thanks for your reply. There seems to be no direct way to reset your keyboard except by removing and reinserting the battery, which you have already done. It seems like you have tried everything with your keyboard, including testing it on another device. Since your mouse is working just fine, it is likely a hardware issue with the keyboard itself.
Regarding the warranty, as far as I know, Microsoft only offers a 1-year warranty. I understand that you can't locate the serial number, which is needed to check the warranty on the Microsoft website. https://support.microsoft.com/en-us/warranty
You may try contacting Microsoft billing support to double-check: https://support.microsoft.com/contactus/
I'm sorry that you are locked out of your PC right now. Usually, you can re-enter your password again after 2 hours. You may use the On-Screen Keyboard for this.
From the login screen, click the 'Ease of Access' icon beside the power icon. Select 'On-Screen Keyboard' from the menu, and then use the On-Screen Keyboard. Thank you.
Hey thanks for the links but I've checked them already and tried everything. The problem is with the keyboard since I checked it on my laptop as well and the mouse works just fine but the keyboard doesn't respond. Yesterday it worked just fine. I tried replacing batteries. No sign of life. Tried downloading the mouse and keyboard center software on my laptop (I'm locked out of my pc cus i had only this keyboard) didn't find anything useful there. I thought ok maybe I have warranty so I checked the package of the device and found no serial number in order to assign it on the Microsoft website I did find instructions and lots of other numbers. I found a model. Number and two serial numbers near the barcode on the box but it didn't recognize them on the website. Idk what to do since I don't know how to reset the keyboard. I think it might be the only solution except buying a new one. I also didn't find the receipt so resetting it would be my only hope I think. note that the mouse like I said works just fine with any device it's just the keyboard.
Hi Stiv. My name is Lester, and I am an Independent Advisor. I'd be more than happy to assist you. I'm so sorry that you are experiencing this issue. Don't worry, I'll do everything I can to help you.
Have you already tried using the keyboard with another computer?
Please try these troubleshooting steps which normally fix this issue:
https://support.microsoft.com/topic/troubleshoo...
Related topic here: https://answers.microsoft.com/en-us/surface/for...
I hope this helps. If you need further assistance, please let me know. Thank you.
