Backspace, g, h, apostrophe and other keys not working

[debod]

Hello,

I'm on Windows 10 Home, on a Spectre x360 4009na 13, owned since September 2015.

Last night, certain keys on the keyboard stopped working suddenly: backspace, g, h, ', @, esc

The onscreen keyboard still works.

I've uninstalled and reinstalled the keyboard drivers;

performed a hard restart and done a BIOS keyboard test. It failed.

I need my laptop constantly for work and cannot use the onscreen keyboard. It is out of warranty but looking at the forum this appears to be a known issue. Has anyone found a solution?

Many tanks in advance for any elp you can offer! 
Debod

[debod]

Just received a dodgy private email in response to this, asking me to call a number to receive help. Does anyone know: where do I report phishing?

[A4Apollo]

Hi! @debod, Welcome to HP forums.

I understand you have keyboard issues with your laptop.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your laptop?

Have you tried checking with an external keyboard?

Please provide the product number of your PC to assist you better.

As you mentioned Backspace, g, h, apostrophe keys are not functioning on your laptop.

Also, as you mentioned you ran a keyboard test on your PC and it failed with a failure ID.

It certainly looks to be a hardware issue with the keyboard.

However, You can try the steps recommended below.

In Device Manager, uninstall and reinstall the keyboard software:
In Windows, search for and open Device Manager.
Click View and select Show Hidden Devices.
Click the arrow next to Keyboards, right-click the keyboard device name, then select Uninstall to remove the device from Windows.
Continue removing device names in the Keyboards category until all device names have been uninstalled.
Restart the notebook. Right-click Start (), select Shut down or sign out, then select Restart.
Wait for the computer to restart and open Windows.

1.) Turn off the computer.
2.) Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord.
3.) Turn on the computer and repeatedly press the F11 key, about once every second, until Recovery Manager opens.
4.) Under I'd like to identify any problems, click on Run Computer Checkup.
5.) Now select the radial button next to Open a Command Prompt and then click on next.
6.) In the Command Prompt Windows please type and check the functionality of all the keys if not then it's for sure hardware issue. So contact HP Technical Support and get the keyboard replaced/repaired.
7.) If it works fine in Command Prompt then, try creating a different User Account with Administrator privilege and check the functionality of the keyboard.
8.) If nothing works out then please try system recovery(install Win7 OS) to set the NB back to its Factory Original settings.

Refer this article to further troubleshoot keyboard issues with your laptop.

Please contact HP support for service options.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Hope to hear from you soon!

Have a great weekend ahead! 🙂

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