Keyboard and touchpad works in bios but not working in windows 10

[Vikas489]

I am facing an issue in my HP Laptop (PAVILION X360 14-dh0043TU) Purchased it last month on aug 2019, within a week touchpad and keyboard stopped working. I raised the complain to hp customer care but they were not able to solve the problem.They assigned a support guy  to the registered case to visit my place.The guy came he told me to the keyboard and touch panel need to be change.The problem is with keyboard, touchpad  and its a software issue because everything working in BIOS perfectly.I tried testing hardware components in HP PC diagnostics mode(F2).but all tests were success.

All these are working fine when I browse through BIOS and PC diagnostics.

I did everything whatever they said to fix this.but this is a new laptop how come keyboard and touchpad not working or faulty with in a month. 

Please help me with this problem as this is more of a software issue not the hardware.Or else pleas replace the product.

[KrazyToad]

@Vikas489

Does the Notebook work with external Keyboard and Mouse?

If you are able to use an external Keyboard/Mouse, I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Vikas489]

Yes,

[Vikas489]

Hi,

I tried everything as you said, all drivers are up to date.

Still nothing is working.

[KrazyToad]

@Vikas489

I understand your concerns and frustration

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
 

Thank you

[Vikas489]

I am not sure what do to with this feeling deceived. 

Already a case registered with this and people are saying to change the keyboard as this is a new laptop why should one wants to change the new laptop's keyboard.

Will not go for HP products again and also tell the people about the same on social platform.