Envy j100 keyboard issue

[andrewd_s]

Hi,

I have an Envy 15 j100 and have an issue with the keyboard.

The numeric keypad returns garbage when keys are pressed. If I press 1 for example, it returns "14", 7 returns "8/".

Also, the Caps Lock LED flickers on when pressed and then goes off as soon as pressure is removed from the key.

I am running Windows 10 x64 latest release.

I believe it is a hardware issue but want to make sure before I pay up for a replacement at a repair center.

The notebook was purchased in Johannesburg, South Africa however I am back in Canada now and the warranty has expired.

Any help would be greatly appreciated.

Andrew.

[A4Apollo]

Hi! @andrewd_s, Thank you for joining the HP Forums!

I understand that you have keyboard issues with your laptop.

Please try few steps recommended below.

Open the notepad on your PC and type the letters and check if the issue persists in the notepad.

If you have an external keyboard, Please try connecting and check if you have the same issue.

Try uninstalling keyboard driver.

Start Control Panel, click Hardware and Sound, and then click Device Manager.

Expand keyboard right click and click uninstall.

Restart your PC keyboard drivers should get installed automatically.

Try disabling the scroll lock key if it is turned on.

Let me know if this helps!

Have a great day ahead! 🙂

[andrewd_s]

Hi,

I uninstalled the keyboard driver and let Windows 10 reinstall. Same result.

Typed in notepad. Same result.

One thing i noticed was that the Caps Lock key LED does not remain lit once I release pressure on the key. Caps Lock however continues to work.

I will attempt using an external keyboard later today and also ensure that Scroll Lock is disabled.

Thanks.

Andrew

[A4Apollo]

Hi! @andrewd_s, Thanks for the response.

It is a hardware issue. Please contact HP for service options.

Link to contact HP.

Have a great day ahead! 🙂

[andrewd_s]

Ok, so I plugged inan extaneal keyboard. It worked fine. So, I am guessing a faulty keyboard on the Envy.

Really strange, the numeric keypad and Caps Lock button dont work as expected but every other key does.

Should I book it in at a Warranty Center?

Cheer

Andrew

[Jeet_singh · Accepted solution]

Hi @andrewd_s,

Thanks for replying. 

As I understand you tried connecting an external keyboard and it seems to be working fine. This clearly indicates the issue to be with the internal keyboard. I would recommend you contact our HP phone support for available service options. Please fill in the product details to get the tech support number.

What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process: 

Step 1. Open link: http://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options" 
Step 4. Scroll down and click on HP contact options - click on Get phone number 
Case number and phone number appear. 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with your and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,