HP Elitebook 840 G10 has keys that suddenly stopped working

[dbrannon]

I have a user whose keyboard just started messing up today. Certain keys such as tab, space bar, V, and M have stopped working. Any insight on a fix or is it a hardware failure?

[Jupitero]

Hello.

This is very likely a hardware issue, but to confirm it, please check the keys in HP UEFI Diagnostics (keep tapping F2 on boot before OS loads). If you don't have the UEFI diagnostics package installed, try entering the BIOS and check whether the keys work in e.g. fields where you can input something.

If the laptop is under warranty -> contact HP support to have it fixed.

Before the keyboard is replaced, try re-seating the keyboard ribbon cable as shown in the Elitebook 840 G10 Removing & Replacing Parts video, (identified by the presenter in the System Board part of the video at around 31 minutes in)

The keyboard replacement procedure itself requires complete disassembly - doing everything in the video until the system board and touchpad is removed.

HP also has a handy Maintenance and Service Guide with instructions and drawings about each part replacement procedure.

I recommend contacting a (local) HP service partner if you don't feel confident in removing and replacing all the parts. If you have never serviced laptops beyond memory modules or drive replacement, I don't recommend starting now. The Service partner can also order the correct spare part for you and may identify if the keyboard problem stems from spilled liquid or extra force.

If you still feel like ordering and replacing the part yourself, check page 73 of the Guide for correct spare part number to get the right features - language/layout, backlight, privacy key. Privacy key is only useful if the display has a privacy filter. Can be identified whether the F2 key has the privacy symbol printed on it.

Spare parts can be order from https://parts.hp.com/ but also from many other retailers as well.