Most keys on keyboard not working at login.

This is a really odd one. My wife's laptop - a MacbokAir 2014 is stuck at login. Several keys on her keyboard have stopped working so we can't type her password.

So here's where it gets weirder. If I plug in a USB keyboard, the SAME keys don't work on that either. Of course, I can't boot into recovery mode because the R key is one of the ones that isn't working.

I can sometimes get it to boot into password recovery mode if I do enough failed attempts, however, none of the options are useful without first being able to type a password. I don't know what her system software currently is because I can't check. Help!