The first thing that the technician should do to diagnose the issue is A. Check the keyboard layout.
The keyboard layout is the arrangement of the keys and symbols on the keyboard, which can vary depending on the language, region, or standard. If the keyboard layout is not set correctly, it can cause the keys to produce different characters than expected. For example, if the keyboard layout is set to French, pressing the key for @ will produce a instead.
To check and change the keyboard layout, the technician can follow these steps:
*On Windows 10, click on the Start menu and select Settings.
*Click on Time & Language and then on Language.
*Under Preferred languages, click on the current language and then on Options.
*Under Keyboards, check if the keyboard layout matches the physical keyboard. If not, click on Add a keyboard and select the correct layout. Alternatively, click on Remove to delete any unwanted layouts.
*To switch between keyboard layouts, use the shortcut Windows key + Space bar.
Checking the keyboard layout can help identify and fix the issue quickly and easily, without requiring any hardware or software changes. Therefore, it is the best first step to diagnose the issue.
References:
How to change your keyboard layout on Windows 10 PC | Windows Central
How to type French accents on a PC - FrenchCrazy