Dell Studio 17 Problems -- Initial support response

Dear Mr. Maguire,

Thank you for contacting Dell Hardware E-Support.

I will be assisting you with your Dell Studio 1735 system (service tag: H06P82J) and running on Windows vista operating system.

I understand from your email that you are facing the issue with Keyboard.

I truly apologize for the inconvenience this matter has caused.

I would personally look into the issue to provide you the best possible resolution. I am providing you the steps to isolate the issue, please perform the steps which have been given below.

Please run the Dell GUI diagnostics on the keyboard.

To run the Dell GUI diagnostics on the keyboard, perform the following steps:

Press and hold the key, and then press the power button to power the system on.

Release both buttons.

The PSA diagnostics sequence begins.

The PSA diagnostics completes.

The Dell GUI Diagnostics sequence begins.

Click the Symptom Tree button.

The Symptom Tree window appears.

Click Keyboard keys not responding.

The keyboard test begins.


After performing diagnostic, please update the bios in your system with the help of this web link.

http://support.euro.dell.com/support/downloads/download.aspx?&fileid=268856

Please reply us with result so that we would resolve the issue earliest.

Your patience and co-operation in this regard will be highly appreciated. I shall be waiting for your response in anticipation.
Mr. Maguire, thank you again for giving me the opportunity to assist you. Your case number for this interaction is [snipped]. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concerns about your issue.

Thank you for choosing Dell.

Thanks & regards,
Deepak Kumar Singh
9.00 AM to 7:00 PM
Dell Hardware E-Support UK & IRE Support
http://support.euro.dell.com

When responding to me, please use the *REPLY* function of your e-mail program. This will keep the SAME SUBJECT LINE of our e-mail. Otherwise your message may be delayed or lost.

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Customer Information:
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Name:Michael Maguire
Email:[snipped]
Daytime telephone number: [snipped]
Service Tag:[snipped]
eTrack:[snipped]
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System Label:Studio Laptop 1735
Problem:Keyboard/Mouse
Operating System:Windows Vista
Problem Description:
No error displayed
Studio 1735 keyboard began to stop working. At first it was just omitting the odd key, then it stopped registering any keystrokes whatsoever. Rebooting didn't help. Problem evident across all software applications. Also, fan seems to have begun running on highest setting non-stop.
I tried rebooting laptop. I also made sure the problem was evidenced in several different software programs. No new software was recently applied since this problem started showing up.

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Sent to: UKI_TS_Inspiron@dell.com
Referring URL: [snipped]
Date submitted: 10/08/2008