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Message 1 of 2
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HP 17-x116dx laptop

HP Recommended
Model 17-x116dx laptop
Microsoft Windows 10 (64-bit)

The keyboard in the laptop is typing gibberish. 

I am an Electrical Engineer, B.S.E.E.. I have taken the laptop completely apart and washed out the top of the case which is where the keyboard is built in, with WD40 and used my industrial air compressor to blowout the top case. I let it dry for several days. I put it all together and everything works except the keyboard, still gibberish.

I can use the laptop with an external keyboard, but that defeats the whole purpose of having a laptop.


The local HP recommended service center is unacceptable. They want my Microsoft password. Which is absolutely not needed.

With my Microsoft password they could empty my bank account. The other suggested service center is roughly 45 miles away.

in the current pandemic crisis I am not going out much.


Would anyone have any suggestions on what else to try with the laptop?

I had though of removing the keyboard from the top of the case, but there are nearly a hundred plastic welds holding it in. I would have to heat the plastic welds enough to lift the metal retainer over them. I would assume that I would be left with individual keys and a wire matrix.


Could there be a remote chance that the keyboard interface chip on the logical board has gone bad?


HP Support Agent
HP Support Agent
7,775 7,777 329 499
Message 2 of 2
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HP Recommended

@artisticforge Welcome to HP Community!


I understand that the keyboard is not working.


Have you performed the keyboard test?


1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose Keyboard and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.


Please let us know have you tried with an external keyboard?



If the test is failed, I would suggest you contact 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 -


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. 


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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