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R Key Ghosting

HP Recommended
OMEN Laptop - 15-en0023dx
Microsoft Windows 10 (64-bit)
I have the HP Omen 15 AMD Ryzen 7 4800H + GTX 1660 Ti with the 4-zone RGB keyboard.
 
When I spam the WASD keys, I am sometimes unable to press the R key for some time. To get it working again, I have to either spam it or press other keys, or just wait a little. This is reproduceable at any time, directly after a restart and after the machine has been running a while. It can take a little bit before the key stops working (not more than a minute), though once it does it once it does it much quicker. I am testing using an online keyboard checker which displays key presses.
 
I have tried getting it to occur with other keys, but have never been able to. This keyboard is advertised at 26-key rollover, so this is not normal behavior.
 
This becomes a problem when in games, where I am frequently unable to reload. The problem does not occur when using an external keyboard, and while the R key is not working, I can press it on a USB keyboard which works, then try the laptop R which will not work. Is this a hardware failure, a driver issue, or a design flaw?
 
I tried setting the keyboard Repeat Delay, which did not help.
 
The laptop is completely up to date from the HP Support Assistant + Windows Update.
Bios Version: F.06
5 REPLIES 5
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HP Support Agent
HP Support Agent
10,366 10,347 443 695
Message 2 of 6
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HP Recommended

@Mitch4420 Welcome to HP Community!

 

I understand that R Key Ghosting.

 

In that case, I would suggets you perform the keyboard test and let us know.

 

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose Keyboard and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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HP Recommended

It passes the Keyboard Test, which makes sense because the key only causes problems when using several keys, not when pressing keys individually.

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HP Support Agent
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@Mitch4420 

 

I understand your concerns.

 

Try updating the computer, this will install the latest updates -

 

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

 

Step 2 Install updates using HP Support Assistant

  1. In the search box, type, and open HP Support Assistant. 
  2. Check for updates. 
  3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

 

Please update the BIOS and check.

 

Have a nice day!!

 

 

 

 

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The laptop is fully up to date from both HP Support Assistant and Windows. I also have the latest BIOS installed.

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HP Support Agent
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@Mitch4420

 

I understand your concerns.

 

In that case, I would suggets you conatct our phone support and check for the support option. They will help you.

 

Here is how you can get in touch with phone support.

 

 

1)Click on this link - www.hp.com/contacthp/

 

2)Select the product type.

 

3)Enter the serial number of your device or select let HP detect your product option.

 

4)Select the country from the drop-down.

 

5)You should see the HP phone support number or Chat option listed.

 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

 

Have a nice day!!

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