Keyboard Issue / Start Menu Issue / Multiple

[RICHL1974]

I own a OMEN Laptop 15-en1 which is UK model.

Often on boot up and presented with the log in screen, the keyboard doesn't work - not a single key so I cannot enter my PIN to log into Windows. I can press the mouse button and that will unlock and can enter my PIN. Other times it works and there are no issues with the keyboard - intermittent fault number one.

When I boot into Windows often the start menu wont work or wont open. I have tried every trick and tip on the internet that I can find. Sometimes I have to reboot around 8 or 9 times for it to work. Other times it works perfectly. Intermittent fault number two.

Sometimes Windows security fails to load - it is a black empty box and there is a warning message in the task bar. Other times it works perfectly. Intermittent fault number three.

I have reinstalled Windows three times over the last year.

Am open to any suggestions for help. Thanks.

[sandytechy20]

@RICHL1974

Welcome to the HP support community.

I understand that your notebook is freezing, I am glad to assist you.

Update the Bios, chipset, and drivers using HP Support Assistant.

Download and run the HP Support Assistant from this Link: Click here

• HPSA will automatically search for all the latest drivers for your Notebook
• 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.

Also, ensure Windows is up to date.

• Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[RICHL1974]

Thank you - it does pass all of the tests and finds no hardware issues but unfortunately the issues remain.

When I log into Windows and it displays the time and sometimes a background picture and you can press any key then it asks for your PIN, this just does not work.

When I finally get to the desktop the Start Menu is not working. The Windows key does nothing. Clicking with the mouse button on the Start menu does nothing either - but sometimes it will work.

There was a BIOS update available via Windows Update last year that I wasn't expecting to be available directly from Windows Update so the computer was left unsupervised, I did not know it would update BIOS this way and the computer has never worked properly since.

Unfortunately with HP, you are not able to revert to a previous BIOS, at least not with this laptop. This update does seem to be when all of the problems started - there has been newer BIOS updates direct from HP over time but nothing has improved this situation.

[sandytechy20]

@RICHL1974 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers