New keyboard causing system crashes

[jwblue]

We have an HP  model #24-n020qe desktop.  The keyboard stopped working.

We replaced it with an HP Keboard Model # HP K3500.  Every since we installed the keyboard the computer has been crashing.  Usually when opening a game or mail program.

We never had this issue before installing the keyboard.

Is there a solution to this issue?

[A4Apollo]

Hi! @jwblue, Welcome to HP forums.

I understand after replacing the keyboard on your PC the system keeps crashing.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your laptop?

Were there any windows update done recently on your PC?

Do you get any errors on your PC when the system crashes?

Have you tried checking with a different keyboard? Does the issue persist?

Excellent description and a great diagnosis done. It is greatly appreciated.

Try updating the windows to the latest version and check if it helps.

Also, update the BIOS and chipset drivers on your PC and check if it helps.

Update the BIOS using this link. Click Here

Also, update the chipset drivers on your PC using this link. Click Here

Try the steps recommended below.

Try restoring the BIOS to default.

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

In Device Manager, uninstall and reinstall the keyboard software:
In Windows, search for and open Device Manager.
Click View and select Show Hidden Devices.
Click the arrow next to Keyboards, right-click the keyboard device name, then select Uninstall to remove the device from Windows.
Continue removing device names in the Keyboards category until all device names have been uninstalled.
Restart the notebook. Right-click Start (), select Shut down or sign out, then select Restart.
Wait for the computer to restart and open Windows.

Refer this article to further troubleshoot keyboard issues with your laptop. Click Here

Also, try running a system diagnostics test on your PC and check if the hardware components on your PC to assist you better.

Refer this article to know more information about using system diagnostics. Click Here 

Let me know if this helps!

Have a great weekend ahead! 🙂

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