Control key functions incorrectly

[JackR63]

My alpha-numeric keys on my keyboard function normally, however the  'control' key seems as if it was re-programmed as a hotkey. The upper row 'function' keys either don't respond or they LSO perform hotkey type functions not consistent with their original intent.

I can live without the upper row...  but the loss of the control key is maddening.  I recently installed a clean update of Windows 10 Professional 64 Bit Version 1803 Build 17134.48.

My HP Board is HP 80A2 91.1B

The keyboard is listed in the Device Manageras 'standard PS2' - working properly.

I have utilized the 'virtual agent' remedy and followed out all suggested fixes to no avail.

Thank you in advance for any assistance in this matter. 

[MKazi]

@JackR63

Thanks for reaching out to us on HP Forums.

I understand that the control key is not functioning correctly in your HP Pavilion Notebook - 17-g146ds. You have done a remarkable job in troubleshooting this issue. Not to worry, I'll be glad to assist you with this case.

Did any software changes or updates happen on the laptop before this issue started?

Do you have an external USB keyboard to check with?

While you respond to that. I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

NOTE: You may skip any steps that you have already attempted.

Let us uninstall the keyboard drivers and reinstall them by following the below steps:

• Open the device manager.
• Expand "keyboards".
• Right click on the keyboard drivers and select uninstall.
• Close the device manager and restart the laptop.
• While restarting, Windows will reinstall the keyboard drivers. 

If the issue still persists then let us run a hardware test on the keyboard. The following steps should help:

• Shutdown the laptop.

• Turn on the laptop and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

• On the main menu, click Component Tests.

Figure : Selecting Component Tests from the main menu

• The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.

Figure : Sample list of Component Tests

• Keyboard Test - The Keyboard test provides a quick interactive functional test of the keys on the keyboard. A keyboard is required for this test.

  To run the test, click Keyboard, and then click Run once. The Keyboard Test time is 3 minutes.

Hope this information helps. Please feel free to let me know the results. I'll be glad to assist you further.

Good luck! 🙂

[JackR63]

MKazi-

Thank you for your Component Diagnostic suggestion. 

I utilized the Keyboard test and got a FAILED message.

Code:  94V40F-81C94D-MFPWMA-G06K03

Please advise - thank you.

- Jack

[MKazi · Accepted solution]

@JackR63

You're most welcome. 

The results indicate towards a hardware failure with the keyboard. 

I suggest you to contact our HP phone support to explore the available service options:

1) Click on this link - https://hp.care/2moMFSc

2) Click on "Continue as guest".

3) Enter the serial of your device. You can refer to this Link: hp.care/2bygf7l for help in locating your Serial Number.

4) Select the country from the drop-down.

5) Click on "Show Options".

6) Fill the web-form. A case number and phone number will now populate for you.

Hope this helps. Let me know if you have any further questions. It is an honor to share this platform with you.

Take care! 🙂

[JackR63]

Hi MKazi -

Is it a safe assumption that replacing the keyboard with a new one will solve the problem?

I have found an affordable new KB online and I have found tutorials on how to install it.

If that is a 'sure' fix, I am inclined to go ahead with that solution.

What do you think?

Thanks for your time and advice -  

Jack

[MKazi]

@JackR63

You're most welcome.

I have decoded the failure code and it points towards the keyboard. Replacing the keyboard should fix the issue. 

If replacing the keyboard does not fix the issue then it could be an issue with the keyboard connector on the motherboard.

The page# 49 from the service manual could be of help while replacing the keyboard: https://hp.care/2s4SyYo

In case you have any further questions keep me posted.

Take care! 🙂