12 guides
Hardware
Keyboards, monitors, docks, batteries, audio, and peripherals that will not connect.
My keyboard is not working
The built-in or external keyboard types nothing, misses keys, or only works after a delay.
You might notice
- No characters appear
- Only some keys work
- The external keyboard is dead
- 01
Rule out the obvious
Toggle Caps Lock and Num Lock. Unplug the keyboard and try another USB port, preferably on the laptop itself rather than a hub. For wireless keyboards, replace batteries and re-pair Bluetooth.
- 02
Test in another app and on the lock screen
If the lock screen accepts the password but Word does not, the app is at fault. If nothing types anywhere, it is the device or driver.
- 03
For a laptop keyboard, reseat and restart
Turn the laptop off, wait 30 seconds, and power on. If a spill just happened, power off immediately and do not keep typing.
- 04
Try an external keyboard as a workaround
A USB keyboard lets you keep working while IT replaces a laptop keyboard. On company desktops, try a known-good keyboard from a nearby empty desk only if policy allows.
Did this get you unstuck?
Keys are stuck, repeating, or typing the wrong characters
A key repeats on its own, the layout is wrong, or accessibility features changed how keys behave.
You might notice
- A letter streams across the page
- Symbols appear instead of numbers
- You have to hold keys longer than usual
- 01
Turn off Sticky Keys and Filter Keys
Windows can enable these after Shift is pressed five times. Open Settings → Accessibility → Keyboard and turn them off if you did not mean to use them.
- 02
Check the keyboard layout
Look at the language icon on the taskbar. Switch back to your usual layout. A US/UK swap makes punctuation look “broken.”
- 03
Clean around the key
Power off and use a little compressed air. Do not pry keycaps off a laptop unless IT asks you to.
- 04
Try another keyboard
If the same key repeats on an external keyboard, it is software. If only the laptop repeats, it is hardware.
Did this get you unstuck?
My mouse or trackpad is not working
The pointer does not move, jumps, or the trackpad is ignored while a mouse is connected.
You might notice
- Cursor frozen
- Trackpad dead
- Bluetooth mouse disconnects
- 01
Wake or reseat the device
Move the mouse, replace batteries, and try another USB port. Toggle the mouse power switch. For Bluetooth, remove the device and pair it again.
- 02
Turn the trackpad back on
Some laptops disable the trackpad when a mouse is connected, or after a function-key press. Check Settings → Bluetooth & devices → Touchpad.
- 03
Clean the surface and try another surface
Optical mice fail on glass. Use a mousepad. A greasy trackpad can look “broken.”
- 04
Restart and test in the BIOS or lock screen
If the pointer works on the lock screen but not after sign-in, the profile or a driver is at fault.
Did this get you unstuck?
Headphones or a headset are not detected
Sound still plays from the laptop speakers, or the mic is missing in calls.
You might notice
- No device in the sound list
- You can hear but cannot speak
- Bluetooth pairs and then drops
- 01
Select the device in Windows sound settings
Click the speaker icon → the arrow → your headset for both output and input. USB headsets often appear as two devices.
- 02
Reseat or re-pair
Try another USB port. For Bluetooth, disconnect, forget, and pair again next to the laptop. Disable other paired audio devices that steal the profile.
- 03
Allow the mic
Settings → Privacy & security → Microphone must be on for desktop apps. Then allow Teams or Zoom specifically.
- 04
Test in Sound settings
Use the built-in test buttons. If Windows can play a sound and see mic levels, the meeting app just needs the same device selected.
Did this get you unstuck?
My webcam is not working
The camera is black, shows another app is using it, or is missing from meeting settings.
You might notice
- Black tile in the meeting
- Camera in use by another application
- Windows Camera app also fails
- 01
Open the privacy shutter and remove the cover
Many laptops have a sliding shutter next to the lens. A sticker or slider is the most common “broken camera.”
- 02
Close other apps that use the camera
Quit extra Teams windows, Zoom, Camera, and browser tabs. Then reopen one meeting app.
- 03
Allow camera access
Settings → Privacy & security → Camera must be enabled for desktop apps. Select the correct camera in the meeting device settings.
- 04
Test in the Windows Camera app
If Camera works and Teams does not, repair the meeting app. If Camera is also black, restart the laptop and try an external USB webcam as a workaround.
Did this get you unstuck?
A USB device is not recognized
Windows plays no sound, shows an error, or never lists the drive or accessory.
You might notice
- Unknown device in Device Manager
- USB drive does not appear
- The device works on another PC
- 01
Try another port and another device
Test a port on the laptop, not only the dock. If a known-good mouse works and the drive does not, the drive may be failing or blocked.
- 02
Look for a security block
Many companies block USB storage. Approved encrypted drives may still work. If policy blocks storage, IT will not “open the port” for a personal stick.
- 03
Check Disk Management for a drive letter
The volume may be mounted without a letter. Do not format a drive that might contain work files.
- 04
Reboot and avoid unpowered hubs
Unpowered hubs drop devices. Plug directly into the PC. Restart if Windows listed Code 43 or similar.
Did this get you unstuck?
My external monitor is not detected
A second screen stays black, or Windows does not list it in display settings.
You might notice
- No signal on the monitor
- Only the laptop screen is active
- The dock lights are on but the display is not
- 01
Confirm power, input, and cable
Turn the monitor on, choose the matching input (HDMI, DisplayPort, USB-C), and reseat both ends of the cable. Try the cable that already works on a colleague’s desk.
- 02
Use the dock the way it was issued
Plug the USB-C or Thunderbolt cable into the laptop port that supports video, usually marked or the one IT specified. Charge-only ports will not drive a display.
- 03
Detect the display in Windows
Right-click the desktop → Display settings → Multiple displays → Detect. Press Win+P and choose Extend, not PC screen only.
- 04
Restart with the cable connected
Shut down, connect the monitor, then power on. Update or reinstall the dock only from the company catalog if Detect still fails.
Did this get you unstuck?
The monitor is flickering or says no signal
The picture flashes, goes black, or the monitor cannot keep a signal.
You might notice
- Flicker every few seconds
- No signal after the laptop sleeps
- The screen works, then drops
- 01
Reseat the video cable and try another port
Loose HDMI and DisplayPort cables cause flicker. Use a shorter official cable and avoid cheap adapters stacked together.
- 02
Set a standard resolution and refresh rate
In Display settings, use the recommended resolution and 60 Hz unless the monitor is known to support more. A mismatched refresh rate looks like flicker.
- 03
Wake and reconnect after sleep
Close the lid only if the dock is set to keep the session alive. Otherwise, use Win+P after wake or unplug and replug the dock cable.
- 04
Test the monitor on another machine
If it flickers everywhere, the panel or power supply is failing. If it only flickers on your laptop, update the display driver from the company catalog.
Did this get you unstuck?
My laptop will not turn on
The machine stays dark when you press power, or it lights up and immediately shuts off.
You might notice
- No lights, no fan
- Charging LED is off
- A logo appears, then a black screen
- 01
Use the official charger and a known outlet
Connect the company power brick to a wall outlet, not a weak USB charger. A charging light should appear. Try another outlet and another brick if one is available.
- 02
Perform a power reset
Unplug the charger, hold the power button for 20–30 seconds, reconnect power, then press power once. This clears a hung power state.
- 03
Look for any sign of life
Caps Lock light, fan spin, or a very dim image can mean the display failed rather than the PC. Try an external monitor.
- 04
Stop if you smell heat or see swelling
Unplug the machine and do not charge it. Battery swelling is a safety issue.
Did this get you unstuck?
The laptop is overheating or the fan is very loud
The chassis is hot, the fan screams, or the machine slows down under light work.
You might notice
- Hot around the keyboard
- Fan runs at full speed on idle
- The laptop shuts down on its own
- 01
Give it air
Take it off blankets, couches, and stacked paper. Use a hard desk and keep vents clear. A blocked vent is the most common cause.
- 02
Close heavy apps
Check Task Manager for a process using high CPU. Browsers with many tabs, video calls, and failed Windows Update loops heat a laptop quickly.
- 03
Use a cooler surface and AC power if needed
Some machines run hotter on battery. Plug in, reduce screen brightness, and pause large syncs.
- 04
Reboot once
A stuck process can keep the fan at maximum. If it is still loud after a reboot at idle, dust or a failing fan is likely.
Did this get you unstuck?
The laptop battery is draining quickly
A charge that used to last a workday now dies in one or two hours.
You might notice
- Percent drops fast
- Windows warns of low battery
- The machine only works on AC
- 01
Check what is using power
Open Settings → System → Power & battery and review battery usage by app. Browsers, VPNs, and video calls are expected; a stuck update is not.
- 02
Use a balanced power mode and lower brightness
Turn off unused radios, close extra tabs, and avoid leaving an external monitor plus charging peripherals on battery.
- 03
Calibrate expectations on older packs
After two or three years, a smaller capacity is normal. If health is very low, plan a battery replacement.
- 04
Confirm the charger can keep up
If the percent falls while plugged in, the brick is too weak or the port is damaged.
Did this get you unstuck?
My docking station is not connecting
Displays, Ethernet, or USB devices on the dock do not come up when you sit down.
You might notice
- No monitors
- No wired network
- USB devices on the dock are dead
- 01
Use the supplied cable and the correct laptop port
Thunderbolt or USB-C docks need a video-capable port. Try the other side of the laptop. Do not daisy-chain extra hubs unless IT issued that setup.
- 02
Power the dock, then the laptop
Plug the dock power brick in first. Reseat the laptop cable. A dock without its own power often fails with two monitors.
- 03
Unplug extras and test in pieces
Disconnect USB devices, then add the displays, then Ethernet. A failing accessory can take the whole dock down.
- 04
Restart the laptop while docked
If it still fails, try the dock on a teammate’s compatible laptop. That tells you whether to replace the dock or the machine.