02-24-2018 02:56 PM
I have an HP ENVY laptop - Windows 10 Pro 64-bit, Intel Core i7-6500U CPU @ 2.50GHz, 816D (U3E1) Motherboard, Jan 2016 Born on Date, that has been in for HP warranty service twice for a keyboard lockup issue after which the Caps Lock light blinks 5 times (system board requires service). HP said they replaced the mobo during the second repair.
Six months later and out of warranty, it is now doing the same thing for a third time.
I think I have narrowed the cause down to static discharge. I am a professional "behind the curtain" tech director and PPT guy for large corporate shows. I have two of these computers (same exact models and mobos) side my side along with a ROC ASUS next to my on-air switcher. Anyone, not just me, can walk up to this computer and lock it up with a static discharge.
The same type of discharge does not affect the other two computers whether I'm in a convention center ballroom on carpet sitting at a table or in my office at a wooden desk on a hardwood floor.
Because the screen flickers during the static discharge, I first tried disabling the nVideo gfx chip then the Intel gfx chip and of course did mem tests and hd tests. I also installed new OS. No positive results.
If I approach the laptop and create a static spark as I touch the palm rest or screen bezel the keyboard locks up EVERY time.
The touch pad still works.
A blue tooth mouse still works.
I have even tested a blue tooth keyboard. It even worked after the lockup.
The laptop keyboard accepts no key presses.
The static discharge required to freeze this computer is not big. It's not a "oh my gosh that spark hurt" type of discharge from my finger.
Also, both HP ENVY computers have polished metal cases not plastic ones.
Besides wearing a grounding strap on my wrist when using this laptop does anyone have an idea how I can fix this issue?
Thanks for any suggestions.
02-25-2018 11:59 AM
Welcome to HP Support Forums. I have gone through your post and I understand your concerns and frustration
I have escalated your concerns to HP’s Support Team to review your case. You should be contacted within 2 business days (this does not include weekends or holidays)
I Am An HP Employee
08-16-2019 09:18 AM
I dismantled the laptop and cleaned all of the grounding lands I could find thinking that the static discharge was jumping a bad ground. It didn't fix the problem. My solution is to discharge my body on a ground next to my desk after I sit down at the computer but before I touch the computer. I can't work on this computer while sitting on a cushioned chair or couch without building up static electricity and locking up the computer. This laptop DID NOT have this problem until is came back from HP service for another issue.