Appreciate HP Customer Service Team Follow-Up Action To Replace Keyboard With Malfunction PrtScn Key

[Xuechwh]

Had just encountered issue with the keyboard function whenever I tried to do print screen using the Windows shortcut keys. am referring to the prt sc key located just below the hp logo   

Regardless of whichever methods I tried using various Windows shortcut keys to do print screen or partial print screen - there is no image saved in the screenshot folder. 

Appreciate HP Customer Service Team assistance on whether the keyboard button for f9 and prt scn which use the same keyboard button is causing the malfunction. Please email to me on what follow up action e.g. replacement of the keyboard by HP can be expedited by HP?

[BeemerBiker]

Have you run diagnostics?
Tap the ESC key after powering on. . Tap it once a second after you see the LEDs on the keyboard flash. When you see the startup menu, press F2 to run diagnostics.

Select the keyboard test and verify the the screen print button passes the test.

If it fails  then 

Click here to check warranty
and
Click here for world-wide contact info
Or contact the closest authorized service center

If it passes then the problem is Windows 11 or the way you are trying to do the screen capture. There are different ways to do this.  Try some of the following from ChatGPT, the AI robot

If the Print Screen (PrtScn) button is not working on your Windows 11 computer, here are some steps you can follow to troubleshoot and resolve the issue:

1. Check the Function Key (Fn) Lock:

   • Some keyboards require you to press the Fn key along with the PrtScn key. Ensure that the Fn key is not locked or try pressing Fn + PrtScn.

2. Use Alternative Methods:

   • Use Windows + Shift + S to open the Snipping Tool, which allows you to select a portion of the screen to capture.
   • Use Windows + PrtScn to capture the entire screen and automatically save it to the Screenshots folder in your Pictures directory.
   • Use Alt + PrtScn to capture the active window and copy it to the clipboard.

3. Update Keyboard Drivers:

   • Open Device Manager (right-click on the Start button and select Device Manager).
   • Expand the Keyboards section.
   • Right-click on your keyboard device and select Update driver.
   • Follow the prompts to search for and install any available updates.

4. Check for Windows Updates:

   • Open Settings (press Windows + I).
   • Go to Update & Security > Windows Update.
   • Click on Check for updates and install any available updates.

5. Enable Clipboard History:

   • Open Settings (press Windows + I).
   • Go to System > Clipboard.
   • Toggle on Clipboard history and try using the Print Screen button again.

6. Run the Keyboard Troubleshooter:

   • Open Settings (press Windows + I).
   • Go to System > Troubleshoot > Other troubleshooters.
   • Find and run the Keyboard troubleshooter.

7. Check Background Apps:

   • Some background apps or third-party software might interfere with the Print Screen function.
   • Close unnecessary applications and try again.

8. Check for Third-Party Software Conflicts:

   • If you have any third-party screenshot tools or keyboard remapping software, disable or uninstall them to see if the issue is resolved.

9. Check Keyboard Hardware:

   • Try using an external keyboard to see if the issue persists. This can help determine if the problem is with the hardware of your current keyboard.

10. Reset the Keyboard Settings:

• Open Settings (press Windows + I).
• Go to Time & Language > Typing > Advanced keyboard settings.
• Click on Input language hotkeys and reset any custom settings.

If none of these steps resolve the issue, you may need to consider a deeper system check or consult with a professional technician to diagnose any underlying hardware or software problems.

[Xuechwh · Accepted solution]

Thanks Level 11 HP Expert Beemer Biker for your kind assistance and comprehensive elaborated reply.  🤗 

Had obtained the print screen which was saved the image to  the screenshot folder in pictures. after I pressed the three keyboard buttons consecutively  -  fn , Windows  and  prn sc

I was using just two keys Windows and prn sc keyboard buttons in the  previous Windows OS versions prior to Windows 11🤔   

[BeemerBiker]

I am glad you got it working.

Which, if any, of the numbered solutions worked?