cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
New member
5 4 0 0
Message 1 of 9
168
Flag Post

Backlight not working and keys not working intermittently

HP Recommended
Envy x360
Microsoft Windows 10 (64-bit)

Had problems with this computer from the begining. Would turn on with lid closed from sleep and heat up and eventually wouldnt boot. Think it was a system died error. Anyway reinstalled/reset using microsoft key and all seemed well. After an update noticed backlight stopped working. Performed a hard reset and wouldnt boot or re-install this time. Returned to shop and they installed windows 10 etc. Just noticed the backlight doesnt work and the keys are not working. Sometimes they do and sometimes they dont and it happens with all keys. Any ideas what can be causing all these problems as after decades of owning laptop i feel as if there is something fundamentally wrong with my particular model. Thank you in advance

8 REPLIES 8
Highlighted
HP Support Agent
HP Support Agent
18,109 18,086 1,138 1,139
Message 2 of 9
Flag Post
HP Recommended

@boysonfire

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

Since you reinstalled Windows, I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

Reply
0 Kudos
Highlighted
Author
New member
5 4 0 0
Message 3 of 9
Flag Post
HP Recommended

Hi thanks. HP assistant is loaded but today my laptop went black screen made clicking noises then lit up again with a different display ie 150% rather than 125%. I looked in task manager and hp update was running. this ran for hours until i stopped it. i then looked in HP assistant and there was an update for AMD high def graphics driver with red !. I tried to download and now it say dismissed at the top and installed at the bottom. Dont understand why hp update was running using 39% of cpu

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
18,109 18,086 1,138 1,139
Message 4 of 9
Flag Post
HP Recommended

Try running the AMD Auto detect Tool. Link; https://www.amd.com/en/support

KrazyToad
I Am An HP Employee

Reply
0 Kudos
Highlighted
Author
New member
5 4 0 0
Message 5 of 9
Flag Post
HP Recommended

Backlight stopped working twice yesterday and on one occasion keys stopped working properly. Closing lid and putting to sleep solved on wakeup.  

Reply
0 Kudos
Highlighted
Author
New member
5 4 0 0
Message 6 of 9
Flag Post
HP Recommended

i only had one optional update for realtek but dare not do that if not needed

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
18,109 18,086 1,138 1,139
Message 7 of 9
Flag Post
HP Recommended

Since this issue is intermittent, I suggest you perform a Reset 

 

Link: https://support.hp.com/in-en/document/c04742289

KrazyToad
I Am An HP Employee

Reply
0 Kudos
Highlighted
Author
New member
5 4 0 0
Message 8 of 9
Flag Post
HP Recommended

Hi, i reset a month ago and a couple of weeks later it started again. It then wouldnt start up and i couldnt reset, restore or safe boot. I had to take it back and they reset installed windows and it has started again so as i said could it be that there is something noit fixable wrong

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
5,774 5,745 343 379
Message 9 of 9
Flag Post
HP Recommended

I’d recommend you contact HP Phone Support in your region further for assistance.

 

Follow the instructions below to reach them:

 

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

 

Have a great day! 

 

Reply
0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation