HP ENVY x360 - 15m-ds0011dx Notebook Keyboard Problem

[ascswimmerman]

Hello all:

I have a problem with my HP Notebook's keyboard, and I have not been able to troubleshoot via the searchable forums.

When working for at least 15 minutes, the 10-key number pad stops working, and then the line of numbers themselves only shows symbols when typed. Some letter keys also take multiple key presses to work as well. This has happened consistently while working in Quickbooks, though that is the program most run this morning, so I hesitate to blame it.

Num Lock is on when the problem happens, it is not accidentally pressed or held, and the options for accessibility in the keyboard settings are in their factory recommended state.

Thank you in advance.

[praveenbv]

Hi @ascswimmerman, Welcome to the HP Support Community.  

I understand the keyboard stopped working on your PC.

Don't worry I'll try to help you out.

Did you make any software or hardware changes your PC?

Let's start off by performing a Hard Reset -

1) Shutdown the computer. 

2) Unplug all the Adapter and peripherals connected. 

3) Press and hold down the power button for 15 to 20 seconds. 

4) Plug-in the Adapter. 

5) Try to turn on the computer. 

Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform Windows Updates - 

1) In the search box, type, and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

Update the BIOS and chipset driver on your PC and check if it helps.

You can update the drivers on your PC using the HP support assistant.

Refer to this article to know more information about using the HP support assistant. Click Here

I understand the keyboard backlight stopped working on your PC.

Don't worry I'll try to help you out.

Did you make any software or hardware changes your PC?

Let's start off by performing a Hard Reset -

1) Shutdown the computer. 

2) Unplug all the Adapter and peripherals connected. 

3) Press and hold down the power button for 15 to 20 seconds. 

4) Plug-in the Adapter. 

5) Try to turn on the computer. 

Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform Windows Updates - 

1) In the search box, type and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

Update the BIOS and chipset driver on your PC and check if it helps.

You can update the drivers on your PC using the HP support assistant.

Refer to this article to know more information about using the HP support assistant. Click Here

Have a great day!  

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