keyboard letters/shift not working for 1 user

After updated on 10/14/25 one user cannot sign in (because the pin and password use characters requiring the use of the shift key)

Only numbers work - not working on her user account only - letters, shift key, function keys.  The user is also on my 365 account.  

I have tried

re-starting the computer (repeatedly)

changing to a corded keyboard 

Using the on-screen keyboard (when I press the shift the characters light up but when I press the number key with the character I only get the number,)

turning on/off sticky keys and all other accessibility features

uninstalling both updates installed on 10/14/25

Note:  Several times after trying things the keyboard would not work on my main account and I had to re-start the computer to get it working again, but it will will not work on my user account 

PLEASE REMEMBER - MY USER CAN NOT LOG IN.  I have seen all kinds of post of log in then try things but I can't even get logged in for her, so those options are useless.