Stuck on choose your keyboard layout screen

[John_2003_]

A power outage during an update wiped all the files off of my HP Pavilion P6000 PC, and I did a system restore in an attempt to recover the lost files. However, I cannot complete the restore because the computer gets stuck on the screen that says "Choose your keyboard layout".

I cannot proceed forward because the mouse and keyboard are not recognized and are not functioning. The USB ports as well as the mouse and keyboard themselves both function on other screens as well as on other devices so they are not the issue. Could it possibly be a driver issue, or is it something else entirely? If so, please help me find a way to fix this issue so I can determine if the system restore was effective. 

[A_Gayathri]

Hi @John_2003_,

Welcome to the HP Support Community

I understand you are facing a keyboard issue with your HP Pavilion P6000 PC, Keyboard Not to worry I will help you to get a resolution to resolve the issue.

Please try the following Troubleshoots steps. 

1.    Turn off the Unit.

2.    Disconnect the AC adapter.

3.    Remove any discs from the disc drive.

4.    Remove memory cards from the card reader slot.

5.    Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

6.    Disconnect the AC adapter press and hold the power button for approximately 15 seconds.

7.    Reconnect the AC adapter, and then turn on the computer.

Step 2

Turn off the unit and please press and hold the Windows key + letter B key and the power button together for 30 seconds after 30 seconds, 1st release the power button but keep holding the Windows key and B key for ten more seconds and then release these two keys If done correctly, you will see the display flashing once. Please attempt it thrice as this step and Restart the unit

Step3

The unit has to be turned off, Press Win+ V while holding these two keys then Press the Power button, continue to hold all three keys for 30 seconds and then release the Power button first and then release these two keys Please attempt it thrice  and then you may get a Pop-Up CMOS Check and it will restart the unit 

Even if you don't get a Pop-up restart the unit manually after 3 attempts.

To assist better:

• Was there any recent update on the PC?
• Are all the drivers on HP Support Assistant up to date?
• If not please follow the document to update the drivers: HP PCs - How to Download, Install, and Use HP Support Assistant (Windows)

While you respond to that please try the below steps:

Uninstall drivers on Device Manager

1 Open device manage to Uninstall drivers on Device Manager

2. Open Start.

3. Search for Device Manager and click the top result to open the app.

4. Expand the category with the device driver to remove.

5. Right-click the keyboard device and select the Uninstall device option.

6. Click the Uninstall button. Once you complete the steps, the driver will be entirely removed from the computer.

Restart the unit

Update the BIOS & Keyboard drivers to resolve this issue

• Here's the link to download and install the above updates: Click here

If the issue persists, then please follow the steps mentioned in this document: HP PCs - Testing for hardware failures in Windows 10

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[John_2003_]

Thank you for your response. I tried to follow your steps 2 and 3 about the win + B and win + V, but it didn't appear to do anything. Holding down the power button would temporarily start up the unit, but would also power it back off within a few seconds while I had it pressed down, so I believed nothing could happen. After attempting both steps and restarting the unit, nothing was changed as far the startup or the issue. 

To answer your questions, the PC recently attempted to undergo an update, although I am unsure for what it was. The update was interrupted by a power outage and that is what caused me to attempt a system recovery to try to retrieve my lost files. I am unsure if the drivers are up to date, and when I tried to follow the link you provided, it gave me an Error 404 on the webpage, so maybe you have an alternate link or could provide the directions on that step?

I also do not know how to get to Device Manager, so if you could provide some guidance on this step that would be great. I am not able to get into the computer to access settings, only what is available on the boot/startup menu. 

For the very last step, am I able to install this update to the unit from my phone, or is this something that has to be done after I am able to access the computer again? Thank you for your help!

[A_Gayathri]

@John_2003_,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!