Both shift keys and control keys not working on my HP laptop

[SP261068]

The shift key (left side and the right side) and the control key (left side) of my HP laptop hp-14s-dq1505sa have stopped working. We have tried the following without success.

• External keyboard is working fine that is all the keys including control and shift.
• Keyboard test online and hp virtual assistant keyboard test. All keys are working except shift (left and right) and control key.
• Updated BIOS, windows and keyboard device drivers. All are up to date.
• Removed and Reinstalled keyboard device drivers.
• Reset the BIOS to default settings.
• Language and keyboard settings are set to UK. i live in UK and have a UK keyboard.
• Sticky keys are turned off.
• Alt + F5 was pressed as mentioned in HP forum.
• Today is 1-Sep-23. We have had this problem for a week and when we checked the windows update, the last one was on 22-Aug-23 which matches the issue window. We have uninstalled these patches (KB5028948 and KB5029351) but the problem remains.

Appreciate any pointers to help resolve this.

[Raj_05]

Hi @SP261068,

Welcome to HP Support Community.  

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

If both the shift keys and control keys on your HP Notebook 14s are not working, it could be due to various reasons, including hardware or software issues. Here are some steps you can follow to diagnose and potentially resolve the problem.

Restart Your Laptop: Sometimes, a simple restart can resolve minor software glitches. Restart your laptop and check if the keys are functioning after the reboot.

Check for Physical Damage: Examine the physical condition of the keyboard. Ensure that there is no physical damage, such as debris stuck under the keys or any visible signs of wear and tear. If you find any physical damage, you may need to replace the keyboard.

External Keyboard: Connect an external USB keyboard to your laptop. If the external keyboard's shift and control keys work properly, it indicates that the issue is likely with your laptop's built-in keyboard.

Update or Rollback Keyboard Drivers:

• Go to "Device Manager" (you can search for it in the Windows search bar).
• Expand the "Keyboards" section, right-click on your laptop's keyboard, and select "Update driver."
• Follow the on-screen instructions to update the driver.
• If the issue started after a driver update, you can also try rolling back the driver to a previous version.

Check for Software Conflicts: Sometimes, third-party software or applications can interfere with keyboard functionality. Try booting your laptop in Safe Mode (you can do this by holding down the Shift key while clicking "Restart" from the Start menu). If the keys work in Safe Mode, it may be a software conflict causing the issue.

Run a System Restore: If the problem started recently and you can pinpoint the date when it began, you can try using System Restore to revert your system to a previous state when the keyboard was working correctly. To do this:

• Type "System Restore" in the Windows search bar and select it.
• Follow the on-screen instructions to restore your system to a previous point.

Check for Updates: Ensure that your operating system is up to date with the latest updates and drivers from HP's website.

Test in a Different User Account: Create a new user account and check if the issue persists. This can help determine if the problem is user-specific or system-wide.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support