how to fix shift key

Question

my shift key does not work. i am following the instructions that i found on a previous q7a, but it is stuck on 62.3 percent at this step; DISM /Online /Cleanup-Image /RestoreHealth

i am not sure how to proceed. obviously my shift key is still not working after doing all steps until that line.

the original answer i am trying to use;

Nov 24, 2024, 12:24 AM

Hello,.

Welcome to Microsoft Community!

After reading your description, I noticed that your laptop's Shift key does not seem to be working correctly.

I believe you have updated the driver the correct way:

Update drivers manually in Windows - Microsoft Support

I would also recommend that you go into Safe Mode to see how the Shift key behaves to troubleshoot if there is some software conflict that is causing this to happen:

After booting up the computer, wait for the login screen to appear, don't log in, hold down the SHIFT key, and then click Start - Reboot the computer.

After reboot, you will enter the repair mode, selectTroubleshooting - Advanced Options - Startup Settings - Reboot.

Tap the number 4 on your keyboard to enable Safe Mode.

Check if the problem recurs in Safe Mode.

Often, the steps you have tried tend to resolve system- and driver-based failures. If you need to further troubleshoot whether the problem is hardware-based, I recommend that you test the functionality of the Shift key using an external USB keyboard.

If the Shift key on the external keyboard works correctly, this could indicate that the problem you are experiencing is originating from the keyboard area of the laptop.

At this point, you can still try:

Check the sticky key settings:

Press the Shift key 5 times in a row and see if the Sticky Key Settings window pops up. If it pops up, disable the Sticky Keys feature as it may cause the Shift key to fail.

Check the filter key settings:

Go to “Control Panel” -> “Easy Access Center” -> “Make Keyboard Easier to Use”, make sure the checkbox in front of “Enable Filter Keys Make sure the checkbox in front of “Enable Filter Keys” is unchecked.

If the same problem occurs on the external keyboard, we will perform further troubleshooting on the system. I recommend that you perform a system repair and scan to troubleshoot potential problems:

Try to repair the system

1. Search for CMD, find the Command Prompt, and select Run in Administrator Mode.
2. Enter the following commands one by one**, and make sure to run the next command after the previous one is completed.**

DISM /Online /Cleanup-Image /ScanHealth

DISM /Online /Cleanup-Image /CheckHealth

DISM /Online /Cleanup-Image /RestoreHealth

SFC /Scannow

1. After the scanning process is complete, you can check the scan information to see if the problem has been detected and resolved.

These are some of the things that are worth trying.

I look forward to your progress and am always here to support you.

Best Regards.

• Microsoft Community Support SpecialistNov 24, 2024, 12:24 AM

Hello,.

Welcome to Microsoft Community!

After reading your description, I noticed that your laptop's Shift key does not seem to be working correctly.

I believe you have updated the driver the correct way:

Update drivers manually in Windows - Microsoft Support

I would also recommend that you go into Safe Mode to see how the Shift key behaves to troubleshoot if there is some software conflict that is causing this to happen:

After booting up the computer, wait for the login screen to appear, don't log in, hold down the SHIFT key, and then click Start - Reboot the computer.

After reboot, you will enter the repair mode, selectTroubleshooting - Advanced Options - Startup Settings - Reboot.

Tap the number 4 on your keyboard to enable Safe Mode.

Check if the problem recurs in Safe Mode.

Often, the steps you have tried tend to resolve system- and driver-based failures. If you need to further troubleshoot whether the problem is hardware-based, I recommend that you test the functionality of the Shift key using an external USB keyboard.

If the Shift key on the external keyboard works correctly, this could indicate that the problem you are experiencing is originating from the keyboard area of the laptop.

At this point, you can still try:

Check the sticky key settings:

Press the Shift key 5 times in a row and see if the Sticky Key Settings window pops up. If it pops up, disable the Sticky Keys feature as it may cause the Shift key to fail.

Check the filter key settings:

Go to “Control Panel” -> “Easy Access Center” -> “Make Keyboard Easier to Use”, make sure the checkbox in front of “Enable Filter Keys Make sure the checkbox in front of “Enable Filter Keys” is unchecked.

If the same problem occurs on the external keyboard, we will perform further troubleshooting on the system. I recommend that you perform a system repair and scan to troubleshoot potential problems:

Try to repair the system

1. Search for CMD, find the Command Prompt, and select Run in Administrator Mode.
2. Enter the following commands one by one**, and make sure to run the next command after the previous one is completed.**

DISM /Online /Cleanup-Image /ScanHealth

DISM /Online /Cleanup-Image /CheckHealth

DISM /Online /Cleanup-Image /RestoreHealth

SFC /Scannow

1. After the scanning process is complete, you can check the scan information to see if the problem has been detected and resolved.

These are some of the things that are worth trying.

I look forward to your progress and am always here to support you.

Best Regards.

• Microsoft Community Support Specialist

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[Moved from Microsoft system center]

Answer 1

Hi @Kristen Stuppy, 

Welcome to Microsoft Q&A forum. 

Thank you for providing the information. It is quite common for the DISM /RestoreHealth command to appear "stuck" at specific percentages (often around 62.3% or 84.9%) because it is processing large image files or waiting on a response from Windows Update. 

If the process has not moved for more than 20–30 minutes, please follow the steps below to resolve the hang and continue troubleshooting the Shift key. 

Step 1: Handling the stalled DISM command 

1. Terminate the process: Click into the Command Prompt window and press Ctrl + C to stop the command, or simply close the window. 
2. Verify Internet Connection: Ensure you have a stable internet connection, as the /RestoreHealth command requires access to Windows Update to download repair files. 
3. Run SFC first: Sometimes running the System File Checker first can clear the path for DISM. Re-open Command Prompt as Administrator and run: sfc /scannow 
4. Retry DISM: Once SFC finishes, try the DISM command again. 

Step 2: Isolating hardware vs. software 

Since the Shift key remains unresponsive, we must determine if the failure is physical or software based. Please open the On-Screen Keyboard from the Start menu and click the virtual Shift key; if it works, the issue is likely a physical hardware failure on your keyboard, but if it fails, there is a deep-seated software configuration issue in Windows. Additionally, testing an external USB keyboard can confirm this if the external key works, your laptop's built-in keyboard likely requires a hardware repair. 

Step 3: Check keyboard language settings 

Occasionally, an incorrect keyboard layout can cause keys to stop responding as expected. 

1. Go to Settings > Time & Language > Language & Region. 
2. Verify that your Preferred Language and Keyboard Layout (e.g., US QWERTY) are correct. 

Step 4: Perform a clean boot 

A background application or third-party driver might be "hooking" the Shift key. 

1. Type msconfig in the Windows search bar and press Enter. 
2. On the Services tab, check Hide all Microsoft services, then click Disable all. 
3. On the Startup tab, click Open Task Manager and disable all startup items. 
4. Restart your computer and check if the Shift key works. 

Please let me know if the DISM command continues to hang or if the On-Screen Keyboard test reveals different results.

Thank you for cooperation and look forward to your reply.

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Answer 2

If your Shift key is not working and you're experiencing issues with the DISM command getting stuck, here are some troubleshooting steps you can take:

1. Check for Hardware Issues: First, test the Shift key using an external USB keyboard. If it works on the external keyboard, the issue may be with your laptop's keyboard.
2. Safe Mode: Boot your computer into Safe Mode to see if the Shift key works there. To do this, hold down the Shift key at the login screen and select Restart. Then navigate to Troubleshoot > Advanced Options > Startup Settings and choose to restart. Once it restarts, press the number 4 to enable Safe Mode.
3. Sticky Keys and Filter Keys: Check if Sticky Keys or Filter Keys are enabled, as they can interfere with the functionality of the Shift key. You can disable them by:
   • Pressing the Shift key five times to open the Sticky Keys settings and disabling it.
   • Going to Control Panel > Ease of Access Center > Make Keyboard Easier to Use, and ensuring that "Enable Filter Keys" is unchecked.
4. Run System Scans: If the Shift key is still not functioning, you can try running system scans to repair any potential issues. Open Command Prompt as an administrator and run the following commands one by one:
   • DISM /Online /Cleanup-Image /ScanHealth
   • DISM /Online /Cleanup-Image /CheckHealth
   • DISM /Online /Cleanup-Image /RestoreHealth
   • SFC /Scannow
5. Wait for DISM to Complete: If the DISM command is stuck, it may take some time to complete. Ensure that your system is not under heavy load and give it some time. If it continues to hang, you may need to restart your computer and try the command again.

These steps should help you troubleshoot the issue with your Shift key and the DISM command.