KB3194496 - cant use keyboard anymore, HELP please.

Forums › Microsoft Windows › KB3194496 - cant use keyboard anymore, HELP please.

kiwifidget

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#204700 13-Oct-2016 13:07

I have 6 Lenovo B50 laptops in my care that have all developed a spontaneous keyboard failure.

You can type in the password, but once the desktop is loaded the keyboard does not function. You cannot type and the lights do not alternate when tapping the CapsLock and NumLock keys.

The same occurs if a USB keyboard is attached.

The keyboard works in BIOS, but not in Safe Mode.

They all also recently installed KB3194496, which the internet says may cause keyboard problems. Thank goodness the mouse still works as some people have lost that function as well.

This update seems to be a major one and I'm not sure if its safe to uninstall it, especially as there has been a cumulative update since (KB3194798), which I was hoping would fix the problem but hasn't.

Has anyone had this fault too, or know a way around it?

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gzt

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#1650435 13-Oct-2016 14:27

Recommended fix:

https://www.microsoft.com/en-us/download/details.aspx?id=53942

Does it work? ; ).

Lenovo

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kiwifidget

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#1650837 14-Oct-2016 09:01

@gzt there seem to be two issues with this update.

One, it wont install, which Microsoft acknowledged and posted a fix for, as per your link.

Two, the keyboard and mouse issue, which many people seem to have, but no acknowledgement or fix from Microsoft that I can find.

http://windowsreport.com/windows-10-kb3194496-issues/

The USB ports are still functioning, as I can see the contents of a USB stick when inserted, yet a USB keyboard does not. I dont imagine I would get any joy from using a wireless keyboard either, which I dont have anyway.

As far as I can tell, if you have problem 1, don't fix it in case you get problem 2.

The laptops are Windows Home so I cannot defer the upgrades, so I fear this issue may spread to more of their computers.

Also when I go to Uninstall Updates, this update no longer appears, it seems to have been replaced by KB3194798.

These laptops are used by a non-profit organisation to assist Adult Literacy students with their learning, and they really cant afford to be without half their laptops.

@nathan Please can you shed any light on this?

Edit to add : These laptops are not part of the Insider program.

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#1650868 14-Oct-2016 10:02

Ok that's a terrible position to be in. Blocking windows update at the router may be an option. I am not the right person to guide you on that one but there are several guides online. Worst case is blocking more than you intend which is not that bad.

In that position I would be comparing the keyboard registry entries and registry device entries for the keyboard with a known good platform. I don't know the location of the top of my head. Probably the same as previous windows versions.

Do you have a genuine Microsoft keyboard you can try? It is a very serious suggestion/question/step.

kiwifidget

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#1651024 14-Oct-2016 13:02

My USB keyboard is a genuine Microsoft keyboard.

The manager is terrified all the rest of their computers will go fubar on them. So far, 6 out of 16 are affected.

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gzt

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#1651029 14-Oct-2016 13:13

That's terrible. I'd be blocking windows updates until this is resolved.

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#1654945 20-Oct-2016 10:20

kiwifidget:

@

The laptops are Windows Home so I cannot defer the upgrades, so I fear this issue may spread to more of their computers.

as a last resort, turn off the Winupdate service (run services.msc) on the unaffected laptops

Rikkitic

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#1654955 20-Oct-2016 10:31

That is what I do anyway. I keep the updates service disabled and only switch it back on when I want to update. Does Win 10 allow you to do a system restore to before the update?

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clinty

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#1654982 20-Oct-2016 10:54

Have you tried removing the Keyboard driver/s in Device Manager and rebooting?

Also does the on screen keyboard work?

clinty

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#1654985 20-Oct-2016 10:57

and possibly remove the the USB host drivers in Device manager

kiwifidget

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#1655117 20-Oct-2016 14:39

I'm pretty sure its not USB drivers, as the USB mouse and memory sticks and printers still work, its just keyboards. I have since tried a wireless keyboard and it wouldn't work either.

Don't know about on-screen keyboard, do laptops have those? They are not touch-screen laptops.

I grabbed one of the older Lenovo laptops and updated it to the same level as the B50's, and it was fine, so they can at least keep using those.

I don't actually look after these laptops full time, one of the office juniors is responsible for keeping all the devices charged and updated, and run anti-virus and anti-malware, and such like. I just get dragged in to do the more serious stuff, like when things go wrong, or major upgrades. I'm not sure the junior could handle service.msc, they seem quite over-whelmed with the other stuff as it is.

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Rikkitic

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#1655131 20-Oct-2016 14:57

All Windows versions have on-screen keyboards. I think you can find it under Ease of Access in Win 10. It works with the mouse as well as touch screen. It also still might be worth uninstalling the keyboard driver in Device Manager and rebooting to let Windows re-install it. That has worked for me with other things. It is not hard to access Windows Services. You can do it with Explorer via Computer Management. You could easily create a step-by-step for others to follow.

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gzt

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#1655161 20-Oct-2016 15:34

If the keyboard driver is present in device manager maybe setting the keyboard type manually in control panel will do it. How does the driver look in device manager compared to running machines?