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Caps buttn always ON, even when the laptop is powered OFF ... New HP ENVY Laptop 17

HP Recommended
HP ENVY Laptop -17 -cg0511sa
Microsoft Windows 10 (64-bit)

Just bought new HP ENVY Laptop 17 but the Caps Lock Button is always ON even when the laptop is powered OFF. Does anyone have solution to fix this?? 

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HP Support Agent
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Message 2 of 4
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@Enda_OC98 Welcome to HP Community!

 

I understand that you are unable to turn off the caps lock key on your computer.

 

Don’t worry, I’d love to help!

 

In order that I may provide you with an accurate solution, I will need a few more details

  • When was the last time the computer was working fine?
  • Have you made any software or hardware changes on the computer?
  • Have you performed any troubleshooting steps before posting?

 

Meanwhile, I recommend you to use the on-screen keyboard and turn off the caps lock and check. To make sure whether it is hardware or a software issue please run a test on the keyboard.

 

Follow the steps in the below article to run the test on the keyboard.

 

http://hp.care/2rf1hcP

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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Message 3 of 4
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Hi,

To answer your questions;

  • I just purchased the laptop and has been like this since I bought it.
  • No as stated its new, so no updates.
  • I haven't really done anything, I only noticed the problem 2 days after I bought it so I Factory Reset it to see it would help but it didn't.

I turned on the On-Screen Keyboard and turned off the caps lock and the light stayed on.

I also completed a quick test using the HP PC Hardware Diagnostics for Windows app and it returned an all pass.

Do you think its hardware or software?

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HP Support Agent
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@Enda_OC98

 

I understand your concerns.

 

In that case, I would suggets you conatct our phone support and check for the support option. They will help you,

 

Here is how you can get in touch with phone support.

 

 

1)Click on this link - www.hp.com/contacthp/

 

2)Select the product type.

 

3)Enter the serial number of your device or select let HP detect your product option.

 

4)Select the country from the drop-down.

 

5)You should see the HP phone support number or Chat option listed.

 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

 

Have a nice day!!

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