Standard Diagnostics on Labtec PS2 Keyboards

Introduction
This document contains diagnostics used by our technicians for troubleshooting the Labtec PS2 keyboards. In effect, they are a series of steps involving a logical progression towards isolating the cause of a symptom. In other words, diagnostics is a process of elimination.

The keyboards themselves DO NOT require the Labtec software for basic keyboard function. Simply plugging in the keyboard or the keyboard connection of the receiver (for the cordless keyboards) should provide keyboard functionality. This document does not address issues related to the Labtec keyboard software; it is a diagnostic document to determine keyboard functionality.

NOTE: Some diagnostics steps contained in this document require unplugging the keyboard or receiver from the computer. Do NOT plug or unplug a PS2 keyboard while the system is powered on.

Step One, Determining the Issue
The most critical step in troubleshooting is determining what the symptoms are and when they occur. You can accomplish this step by following and noting the steps taken to reproduce the symptom. It is useful to have the product's documentation available to prevent any procedural error.

From the information you gather in reproducing the symptom, check the product manuals and help documents from our on-line services to determine if you are dealing with a known issue. These resources cover approximately 80% of all known issues. If you do not find information pertaining to the symptom, continue to the next step.

Verifying a Proper Connection
Check the keyboard connection for bent or missing pins. The PS/2 connection contains 6 pins and a plastic shield. Please verify the keyboard is plugged directly into the appropriate keyboard port. NOTE: PS/2 mouse ports are similar in appearance to a PS/2 keyboard port. Make sure that you are not plugged into the PS/2 mouse port.

Some pieces of hardware on the market may use the keyboard connection for various purposes. In many instances, the device will contain a "Pass-Through", allowing you to plug both the device and a keyboard into a single keyboard port. If you are experiencing keyboard difficulties with this or a similar system configuration, remove the other device from the keyboard port and connect the keyboard directly to your computer. If this resolves the issue, then the pass-through on your other device may be incompatible with the Labtec Keyboard. Please contact your device manufacturer for more information if such a situation occurs.

Keyboard extension cables may also cause connection issues with the keyboard. Labtec keyboards are thoroughly tested and shipped with a cable which provides optimal performance. Thus, Labtec cannot support any symptoms which may arise from using our keyboard with an extension cable. A keyboard should be able to send a signal through an extended cable, but the keyboard must be tested before and after attaching an extension so you can identify any symptoms that arise after attaching the extension cable. If the keyboard does not function while using a keyboard extension cable, remove the extension cable and connect the keyboard directly to the keyboard port. If the keyboard works, it may not be possible to use an extension cable with the Labtec Keyboard.

Labtec also does not support the use of keyboards with switch boxes or port replicators. If you are using one of these devices, please disconnect the Labtec keyboard and connect it directly to the system.

Verifying Working Hardware
If you have verified that the keyboard is connected properly and it is still not functioning, the keyboard issue is caused by one of following:

1. A need for re-synchronization of the keyboard with the receiver (for Cordless keyboards ONLY)
2. Faulty keyboard port on your computer
3. Faulty keyboard

For Labtec Cordless keyboards, you may need to re-synch the keyboard with its receiver. If, after performing the synchronization process, the keyboard still fails on multiple systems, please contact Labtec Customer Support to inquire about a warranty replacement.

To verify a working keyboard port, it is necessary to try another working keyboard on your keyboard port.

Shut down the computer, disconnect the Labtec keyboard and connect a working keyboard. Power on the system and verify if the keyboard works or not. If another keyboard does not work, then the keyboard port is most likely defective. Please contact your system manufacturer to resolve this issue.

If the original keyboard does work, it is possible the Labtec keyboard has failed. To verify this, try the Labtec keyboard on another system. Shut down the computer, disconnect the Labtec keyboard and connect it to another system. If the Labtec keyboard does not work on multiple systems, then the keyboard has probably failed. Please contact Labtec Customer Support to inquire about a warranty replacement. In a situation where your Labtec keyboard functions on another system other that the one you intend to use it on and another keyboard works on your computer, you are most likely experiencing a system incompatibility. Although these issues are rare, they can occur. In the event of this occurrence, please contact Customer Support for more information.

Verifying Proper Operating System Setup
Once you have verified the keyboard is connected properly and that the hardware works on another system, and it is still not functioning properly, verify the correct setup in the operating system.

While the Labtec keyboard does not require any special software, the operating system should be set up for a 101 or 104 key "American English QWERTY" keyboard. Check your operating system's manual or help file for information on keyboard setup.

Synchronization Procedure for Labtec Cordless Keyboards.
For all current Labtec cordless devices, simply press the connect button on the receiver, then press the channel button on the bottom of the keyboard. If you are using a Cordless desktop system, you must do this procedure for both the mouse and the keyboard.