HP 23es buttons issue

[ttimt]

My new monitor HP 23es, only a few months old, has buttons that would not work when pressed or the buttons will have wrong function and they will press themself randomly causing the menu to pop up.

I actually have this problem much earlier but it will go away pretty fast although the issue will periodically comes back.

Product ID: T3M75AA

I tried to plug out the HDMI and check for the issue as it might be a software issue although the software still doesn't work for Windows 10 and always crashes. And the issue did persists even removing the HDMI from my PC. It seems to be multiple buttons stuck at pressed mode at a time.

I think I also tried "hard reset" once and it didn't work but I can't try them again cause the settings will go default and it will be impossible to change with these buttons.

Weirdly, when the monitor is off, I can still switch it on by pressing the power button.

How do I fix this issue, by myself, or send it to the warranty? How long will it takes if this is to be sent to warranty ?

I have attached a video to Youtube demonstrating the problem. I went from right to left for all the buttons. You can hear it when I press the buttons.

https://youtu.be/tt6kJGIjHi8

[Riddle_Decipher]

@ttimt

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand the buttons on the monitor aren't responding when you need them to,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Have you tried Hand modelling, I hear it pays quite good? 😉 Just kidding, thanks for the video!

How exactly did you do the hard reset, did you use an user guide or HP Article to complete the task?

Did this happen after a power surge or outage?

While you respond to that, here's what I recommend you do:

Please perform a hard reset exactly as advised below by HP Standards:

• Disconnect the monitor’s power cord and the cable from the computer.
• Please press and hold the power button of the computer for about 20 seconds to discharge static electrical charges.
• Reconnect the power cord and check if the monitor goes blank or flickers without connecting it to the computer.
• Then try and restore the monitor to factory defaults from the OSD of the monitor and check if it works.

If the issue persists, Contact HP to have it repaired or replaced:

HP Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[nitnelav]

I have the exact same problem as: https://h30434.www3.hp.com/t5/Desktop-Video-Display-and-Touch/HP-23es-buttons-issue/td-p/6402939

The OSD menu shows up when I press the menu button, but after that, there is no way to navigate in the OSD menu.

Using the DOWN ARROW button closes the menu. The UP ARROW does nothing. The CANCEL button does nothing. The POWER button closes the menu.

Sometimes, if I press buttons randomly and repeatedly very fast on all the buttons, I can see that the menu options finally change focus (but of course, it selects random options because I press randomly) .

I have tried several times "Enabling/disabling" the buttons by holding them for 10+ seconds. Nothing has ever happened.

I have tried resetting the monitor several times:

- unplug the monitor

- hold the POWER button 60 sec

- plug the monitor back and power it up

None of these solution fixed the issue.

Because of this issue, I can't set any of the monitor settings.

What to do?

Is there another way to reset to factory settings?

Thanks.