At times the keys on the keyboard do not work.

[chusit0]

Good afternoon;

after having been in contact with Microsoft technical support because at first I assumed it might be a Windows related problem, they concluded that there is interference but it is not from the software, but from the hardware, and therefore told me to contact you.

Here is the last case number (since I have been in contact for 3/4 days in several cases with them) that I had with Microsoft: [Personal Information Removed] (if you need any previous number let me know, although I always comment it at the beginning of each new case).

To summarize the problem: lately my laptop's internal keyboard has been failing (if I connect an external one it works perfectly) for no apparent reason. The exact keys (as far as I have been able to observe) would be the 'q w e r u i o p'. the right **bleep**f seems to have interference as well. These keys always work when I press both 'shift' but individually they are intermittent, as I said, caused by interference.

Please solve the problem for me since according to the contact of the last days it is possible.

Best regards.

I look forward to your response, I hope with the longest possible delay.

Yours sincerely,
Jesús.

[Raj_05]

Hi @chusit0,

Welcome to HP Support Community.

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

It sounds like you're experiencing a frustrating issue with your HP Pavilion 15's keyboard. Since you've already ruled out software issues with Microsoft support and determined that the problem is likely hardware-related, here are some steps you can take to troubleshoot and possibly resolve the keyboard issue.

Check for Physical Obstructions

• Inspect the keyboard for any debris or dirt that might be causing the keys to stick or malfunction. You can gently shake the laptop or use compressed air to clean between the keys.

Update Drivers

• Ensure that your keyboard drivers are up to date. You can do this by going to the Device Manager:
  • Right-click on the Start menu and select Device Manager.
  • Expand the Keyboards section.
  • Right-click on your keyboard device and select Update driver.

Check Keyboard Settings

• Sometimes keyboard settings can affect functionality:
  • Go to Settings > Ease of Access > Keyboard and ensure that features like Sticky Keys or Filter Keys are turned off.

Run Hardware Diagnostics

• HP laptops often come with built-in diagnostics. You can run the hardware diagnostics to check if there’s a problem with the keyboard:
  • Restart your laptop and repeatedly press the Esc key until the Startup Menu appears.
  • Press F2 to select System Diagnostics.
  • Select Component Tests and then choose Keyboard.

Check for Firmware Updates

• Make sure your laptop's BIOS and firmware are up to date. You can check for updates on the HP Support website.

Reset the Keyboard

• Sometimes resetting the keyboard can help:
  • Turn off the laptop and disconnect any external devices.
  • Remove the battery (if possible) and unplug the power adapter.
  • Press and hold the power button for about 15 seconds.
  • Reconnect the battery and power adapter and turn the laptop back on.

Check Keyboard Connection

• If you're comfortable, you can try reseating the keyboard connection:
  • Turn off the laptop and remove the back cover (ensure you have the necessary tools).
  • Locate the keyboard cable and ensure it’s securely connected to the motherboard.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support