OMEN PC keyboard inactive for one user profile

[OMEP2345]

Hi, I have a question: on my OMEN gaming laptop 16-b0744nz the keyboard does not work anymore. 

This is only happening for one Windows user login. A second user login is working withoug problems. The keyboard already strikes at the windows login entry page. We have already tried several options, but none of them was successful: a) external keyboard: same problem; testing via BIOS: could noot activate BIOS. c) a recommendation with resetting "CMOS": did not help.  d) several options with FN-command plus another key: did not work

Would you have any advice for me? Should I visit a computer doctor or a HP support center?

Many thanks and regards 

[Max3Aj]

Hi @OMEP2345, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
Since the keyboard works for another user account but fails for the affected user—including at the Windows login screen—it suggests a Windows profile issue rather than a hardware failure. Here’s what you can try:

Try the On-Screen Keyboard:

• On the login screen, click the Ease of Access icon (bottom right) and enable On-Screen Keyboard.
• If it works, log in and proceed to the next steps.

Check Sticky Keys & Accessibility Settings:

• Log into the working account.
• Go to Settings > Ease of Access > Keyboard and disable any accessibility features like Sticky Keys or Filter Keys.

Create a New User Account:

• If the second user account works fine, create a new Windows user:
  • Settings > Accounts > Family & other users > Add someone else to this PC
• Log into the new account and check if the keyboard works.
• If it does, consider transferring your data and using the new account instead.

Uninstall and Reinstall the Keyboard Driver:

• Log into the working account.
• Open Device Manager (Win + X > Device Manager).
• Expand Keyboards, right-click the keyboard driver, and select Uninstall.
• Restart your PC to reinstall the driver.

Run SFC and DISM Scans:

• Open Command Prompt as Admin (Win + X > Command Prompt (Admin)).
• Run: sfc /scannow 
• Then run: DISM /Online /Cleanup-Image /RestoreHealth
• Restart and check if the issue is resolved.

Check Windows Update & Drivers:

• Go to Settings > Windows Update and install any pending updates.
• Also, check HP Omen Gaming Hub for firmware updates.

I hope this helps. 

Take care and have a good day. 

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! 

Max3Aj

HP Support