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01-06-2021 08:05 AM
Product: Omen 17-an113ns
Operating System: Microsoft Windows 10 (64-bit)
For a month or so, I'm starting to have intermittent issues with the keyboard and trackpad of the laptop.
The keyboard stops working until the laptop is restarted, or the trackpad does the same. The issue is increasing in frequency, to the point I cannot use the laptop more than a couple of hours at a time most of the times.
I have also gotten several times a CMOS error when doing the restarts which I'm not sure if it's related or not.
The trackpad error often persists after reboots. The keyboard hasn't at least yet.
I tried following:
The only step that seemed to have an effect was the bios reset.
It seemed to fix the trackpad (but I cannot be sure as it's a bit random it's getting fixed) and the keyboard seemed to last a bit longer than usual (about a day) but it failed again.
I tried to load a linux distribution via a live usb while the trackpad wasn't working and it wasn't working either, which makes me think of a hardware or bios issue. On linux (Ubuntu) the trackpad typically works fine.
Any ideas what could I do? I still have the warranty under Spain (2 years) but if it's solvable it would be better to not be without a laptop for a while.
1 REPLY 1
01-09-2021 11:19 AM - edited 01-09-2021 11:20 AM
Thank you for posting on the HP Support Community.
Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:
Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating)
To check for updates now, select the Start button, and then go to Settings > Update & security > Windows Update, and select Check for updates.
Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.
- To open HP Support Assistant, double-click the HP Support Assistant icon .
- Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
- Click Check for updates and messages to scan for new updates.
- Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
- Click the update name for a description, version number, and file size.
- Select the box next to any updates you want to install, and then click Download and install.
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
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