HP Envy notebook keyboard keeps freezing

[BGammon]

The keyboard on my HP Envy notebook keeps freezing. The only way to unfreeze it is to restart the computer but since this is happening 3-4 times a day it is becoming very inconvenient. I have run HP diagnostics, reinstalled the device driver & reinstalled BIOS - none of which have helped. The problem seems to occur when scrolling up and down a webpage using the keyboard buttons. NB this is NOT a problem with the physical keys. 

[A_Gayathri]

Hi @BGammon,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you've taken several troubleshooting steps already. Since you've already tried reinstalling the device driver and BIOS, and the issue persists, there could be a few other things to consider:

System Updates: Ensure that your operating system (Windows, presumably) is up-to-date. Sometimes, system updates can address underlying issues with hardware compatibility or driver conflicts.

Check for Software Conflicts: It's possible that certain software running in the background could be conflicting with your keyboard functionality. Try booting your laptop in Safe Mode and see if the issue persists. If it doesn't, then it's likely a software conflict causing the problem.

Third-party Software: If you have any third-party keyboard-related software installed, try disabling or uninstalling it temporarily to see if it's causing the freezing issue.

Hardware Issue: While you mentioned that it's not a problem with physical keys, there could still be a hardware issue with the keyboard controller or the connection between the keyboard and the motherboard. If your laptop is still under warranty, you might want to consider contacting HP support for a hardware inspection or repair.

System Restore: If the issue started occurring recently, you can try using System Restore to revert your system to a point in time before the issue began. This can help in case a recent software installation or update is causing the problem.

Update Firmware/Drivers: Apart from the keyboard driver, ensure that all other drivers and firmware are up-to-date, including chipset drivers and any other relevant drivers for your laptop model. Software and Drivers for HP Envy Laptop 17-cw0023dx

User Accounts: Sometimes, issues can be user-specific. Try creating a new user account on your laptop and see if the problem persists there. If it doesn't, then the issue might be related to your user profile.

Refer to this document:  HP Envy 17.3 inch Laptop PC 17-cw0000

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!

Gaya1239

HP Support

[Minel1975]

I have an HP Envy 17 I bought brand new from HP in late August of 2023. This same issue has been happening to me over, and over, and over again. I have multiple case #'s through HP on this as well. I have spoke to many HP service personnel and went through many fixes they have told me to try, They have even remoted into my cell phone to physically guide me while watching via video of exactly what to do regarding steps to take to try to fix the problem. They could clearly see the results of what they have directed me to do. At one point, their direction rendered my computer useless as the keyboard would not function at all and a new operating system needed to be sent to me to re-upload. That was done and the problem persisted. Last week HP sent me a box with instructions and a prepaid overnight label to send my computer directly to HP for repair. I just received it back yesterday and guess what  - IT STILL DOES THE SAME THING, it just froze up again. I contacted HP again and I am demanding a replacement computer - NEW like the one I purchased. They say a replacement may need to be a refurbished computer. THIS IS ABSOLUTELY UNACCEPTABLE. I will find out more on this tomorrow. CLEARLY HP has this issue being experienced by multiple people. This may end up being the last HP computer I ever buy and I will spread the word. I have read about this exact issue with the HP Envy many times so far but I have yet to read where a final solution or resolution was found and posted about by anyone.

[Minel1975]

Update from my last message - HP decided my last computer is defective and a brand new computer was custom built to my specs and sent to me, I received it yesterday (3/28/24). I had up arrow (scrolling) key issues with the brand new computer, it sometimes would scroll up fine and other times the screen would shake up and down and not scroll properly. I called HP Support and they remoted into my cell phone via a text link to try working through the issue. While working with HP support, the brand new computer's keyboard froze up exactly like the computer this one replaced. HP Support witnessed this through the video link and saw it for themselves. They also witnessed the intermittent up scrolling issue. I only had the computer for a few hours. I will be requesting yet another computer be built and sent to me to replace this one. I will not accept this current computer with the same issue. HP CLEARLY has issues with this and has no idea what to do about it or what is causing it.

[Lucylaflame]

I also bought a HP Envy 17 laptop in July of 2023.  A few months into using the device the keyboard would freeze.  I would have to restart to bring the keyboard back.  As time went on it began happening more frequently.  At one point the laptop would freeze twice a day ( I only use my laptop a few hours a day).  I contacted HP support and after hours (seriously...hours) on the phone with their tech support the problem still persisted.  Their next solution was to uninstall and reinstall the operating system.  The computer was fine for a few days then problem was back.  Finally HP sent a prepaid box and I sent in the laptop for repair.  After over a week they could not find the problem but uninstalled/reinstalled operating system again.  Computer began freezing the keyboard two days after I got it back.  I wanted a replacement but they are offering me a prorated HP gift card for returning the laptop.  I am now replacing it, but am wondering if the HP Envy has a higher incident of this issue?  

[Lucylaflame]

I guess I should have pushed harder for a replacement rather than a prorated amount.  Good job on getting what you wanted.  Sorry to hear the replacement is having issues already.  I don't know if it makes sense, but I'm not going with an Envy this time.  I just am tired of the entire issue and want a computer that I can work on without issues.  Good luck to you

[Minel1975]

I'm sorry we both have had to deal with this. I've read a lot of others with this same exact issue but I've yet to read anyone that has had the issue resolved. It's clear to me that HP doesn't know what is causing the issue because If they did, my replacement that was just manufactured over the past 3-weeks would not have the same reoccurring issue. Today is day (3) with this new computer and the keyboard has frozen up on me on all three days and I have had to restart it to fix the issue. I will no longer be purchasing a HP computer in the future and I will be advising anyone I know of this issue and for them to avoid HP. I will go with a Dell next time.

[Lucylaflame]

I agree with you.   I didn't expect to replace a top rated laptop and have to pay extra cash to boot less than a year after purchase.  I  also will look at Dell the next device I purchase but right now I can't throw away the gift card they are offering.  Sad state of affairs when HP realizes there is a major issue and refuses to address and rectify the problem.  Best of luck to you, thank you for responding.