Both shift keys not working

[drjie]

Hi Everyone,

I have an issue - neither of my shift keys on my HP Spectre x360-15-ch011dx in-built keybord is working. The Caps Lock works, but I have to use shortcut keys to type special characters that depends on a functioning shift key, which is very frustrating.

The keyboard failed an HP diagnostic test. Failure ID is RLX7LK-96MCSJ-MFPW2J-G1NU13. Any help/suggestions to fix this issue would be great! Laptop is old and out of warranty but runs great.

Thanks!

[Kuroi_Kenshi]

Hi @drjie,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP Spectre x360-15’s built-in keyboard shift keys are not working, and the diagnostic test has failed. Let’s go through a few steps to check what could be causing this.

Restart the laptop

Sometimes a simple restart can reset keyboard drivers and resolve temporary issues.

Check for keyboard driver updates

Go to Device Manager → Keyboards → HP Keyboard Device.

Right-click → Update driver → choose Search automatically for updates.

Uninstall and reinstall the keyboard driver

In Device Manager, right-click the keyboard → Uninstall device.

Restart the laptop; Windows will automatically reinstall the driver.

Check for Windows updates

Go to Settings → Update & Security → Windows Update → Check for updates.

Installing updates can fix driver or compatibility issues.

Test with an external keyboard

Connect a USB or Bluetooth keyboard to confirm if the issue is hardware-related or driver/software related.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,