ADMINS - Pay attention - NEW out of box HP ENVY Keyboard Keeps Freezing

[AlisonK13]

I bought my Envy laptop in December and fresh out of the box, the internal keyboard keeps freezing.  The touchpad still works, and when I restart the computer, the keyboard works again.  For a little while.   It's completely unacceptable that a brand new laptop comes with this kind of issue.  Days and hours spent working with HP support and doing every test known to man, has failed to find the issue or fix the problem.  None of the test even actually TEST for this kind of problem.  Even the "Keyboard test" is useless because it fails when the keyboard has frozen, but can't tell us WHY.  What's worse, is I've just had the chat support (through Twitter) person tell me I need to call into the phone support.  WHAT?  So I can go through exactly the same thing as I've just spent days doing?  Ridiculous.  I've seen many others in this community post that they've had the identical issue, been through the same routine with support (online and phone) and gotten no where.  I asked if anyone from support has seriously read the boards.  Crickets.

If I'm luck, they Might send me out another laptop, but won't take the time to make sure that one isn't faulty.  

Does anyone in this community know what the problem is and how to fix it?  Otherwise, I'm taking this laptop back and buying another brand.

[Irwin6]

Hi @AlisonK13,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your new Laptop keyboard.

I am sorry for the inconvenience and the the trouble you had to go through with a new laptop.

As you have already performed all the possible steps to fix the issue- via chat and phone support.

Seems like an issue with the keyboard and needs to be replaced.

However, please update the BIOS for your PC by clicking on the link to make sure your new laptop is up to date.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

Please install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Irwin6]

I hope you are doing well. We reached out to you but never heard back. I will be closing this case for now. If you need further assistance, feel free to reach out to us and we will be more than happy to help you.

Take care and have a great day ahead!

Irwin6

HP Support