EliteBook 840 G3 suddenly frozen,Keyboard and touchpad on laptop not working.ONLY Restart buttonWork

[BCR91]

Suddenly and frequently (up to ten times a day) my laptop is unresponsive, Keyboard and touchPad are not working: only the Power Button to RESTART the PC is then possible !  

Anybody that could help please tell me . 

[ub6424]

hello,

it could be that the ribbon cables for the keyboard and touchpad are not attached correctly and move in certain situations, causing them to no longer be fully connected. Follow the manufacturer's instructions to disassemble the keyboard and check the ribbon cable connection.

However, if your device is still under warranty, contact HP before you start testing.

best regards

[BCR91]

it is not a ribbon hw pb because once the RESET button is hit, everything is working fine (keyboard +touchpad OK) until the next duplciated scenario.

On the other hand, I could fetch this exception (duplicated many times at the exact time when duplication frozen scenarii appeared) in the EVENT Logs :  HotKeyServiceUWP.exe, version : 8.10.32.37952:

<<Nom de l’application défaillante HotKeyServiceUWP.exe, version : 8.10.32.37952, horodatage : 0x62394a4c
Nom du module défaillant : HPAudioAnalyticClientLib.dll, version : 0.0.0.0, horodatage : 0x623949c1
Code d’exception : 0xc0000005
Décalage d’erreur : 0x000000000000a1a4 >>

Question is now  : when HP is sharing a workaround or a fix for that for my notebook ,please ? Please Help. 

[ub6424]

hello,

do you need the hotkey application ? If not, rename the "HotKeyServiceUWP.exe" to "HotKeyServiceUWP.bak" and restart your system. Did you install the correct software package for your operating system ? Check HP Support site if there are different version of the hotkey application, if you really need it.

best regards