Keyboard issue

[ammarali_99]

Guys i need your help,First of all the laptop had no issues but after a month i noticed that the letter D is not working properly ,it suddenly stops and works whenever it wants to work but it will work perfectly if i hold any other key so i make a combo of letter D and any other key also if i connect an external keyboard the issue will disappear, i've tried everything uninstalling drivers, downgrading to windows 1903,re installing windows from recovry .... etc.  It Also   has the same issue in windows safe mode and in the BIOS please help me i feel so disappointed i can't play FPS games  .

I bought it on 9/17/2019 it's a new laptop 

[Photoray002]

Hello @ammarali_99 

The fact that is works with an external keyboard but not the built-in, means that keyboard key is failing. You need to contact HP Support directly for a warranty claim.

Contact HP Worldwide | HP® Official Site

But I see in your profile that you are in Iraq. HP Support does not have a presence in Iraq.

Your model number indicates you purchased it directly from the United States or Canada. Unfortunately if this is true, you would have to have someone in that country contact HP Support for you.  You would have to send to that friend, then have them send it to HP from there. I'm sorry.

[ammarali_99]

Do they have global warranties on their devices?

[ammarali_99]

I asked the dealership of hp in Iraq and told me if this device has a global warranty we could contact hp and get your device fixed 

[Photoray002]

To get global warranty, that models Product Number has to be specifically sold in the countries in question.

In other words, its sold in the USA/Canada and covered there. If HP also lists that Product number in Iraq, its covered there too. If its not listed as sold in Iraq, then the warranty will not be covered there.

What dealership did you purchase from, a store in Iraq?

If so, they might have imported it from the USA on there own, or another 3rd party dealer in another country. If that is the case, the warranty wont be valid.

Reason I say this is because the actual HP company does not have any official presence in Iraq.

If you look up the countries in the Support list, Iraq is NOT included...

Contact HP Worldwide | HP® Official Site

[Photoray002]

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@ammarali_99 wrote:

I asked the dealership of hp in Iraq and told me if this device has a global warranty we could contact hp and get your device fixed 

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I will also add, the dealership would know if its officially sold in Iraq, otherwise they would not have to ask you to find out yourself.  Since they do not know, that should be your clue. Sorry.

[ammarali_99]

I've been in the US and i bought it from there now i don't know what to do with this issue btw, it happened after the bios was automatically updated 

[Photoray002]

Well, the fact that the bios was updated would not affect the D key like this. Its a flaw in the keyboard.

Im sorry.

[ammarali_99]

But why does it work perfectly while pressing any key?

[Photoray002]

Bud, I couldn't tell you since I don't have it in my hands to take apart and look at. I'm sorry.

Only other thing I could offer if you think its software related, is to reinstall Windows.

You can do an HP Recovery, or clean install with the Microsoft ISO directly.

HP PCs - Performing a System Recovery (Windows 10) | HP® Customer Support

or

Create media Windows 10

(Remember you will have to backup any data like docs and photo before the recovery)

Then see if it works again. If not, the keyboard will have to be replaced.