HP Envy 13 4 keyboard keys suddenly not working

[Keirab]

Hi there

4 keys on my laptop keyboard have suddenly stopped working - 2, w, s and x.

I've tried updating the driver, accessing the BIOS menu and also uninstalling the keyboard but no luck. 

I have tried the HP virtual assistant but also no luck. Customer support via What's App and phone just sent me round in circles. The agent told me he couldn't even provide me with a list of approved service centres in my area. So frustrated!

Any suggestions gratefully received.

Thanks

Keira

[Nirvana_95]

Hi @Keirab

Welcome to the HP Support Community. Thanks for bringing this to our notice.

I see that you are facing keyboard-related issues on your system. Do not worry, we are here to fix it.

• May I know from when are you facing this issue?
• Did you make any hardware or software-related changes to it?
• Have you tried to use an external keyboard and check if the issue persists?
• Did you try to run a test on the keyboard from F2?

Perform a Hard reset on the notebook: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

• If Windows is open, click Start and then Shutdown.
• If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off.
• With the power off, disconnect the power cord from the back of the computer.
• With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.
• Reconnect the power cord and turn on the power.

If you have an alternate USB External keyboard, you can try to connect to the computer and check if that works.

If the external keyboard works fine, this clearly indicates a possible failure with the Notebook keyboard.

If the external keyboard doesn't work either, then I would suggest you could try creating a new User account and followed by System restore, 

Follow the steps here to create a local account on your PC: https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-...  

Follow the link for system restore: HP PCs - Using Microsoft System Restore (Windows 10,

Alternatively, you can try to test the keyboard.

Option 1: 

Then perform these steps to isolate the issue to being hardware or software related.

• Power down the unit. When you power it back up, immediately tap the F11 key gently several times.
• It takes you to recovery manager. Here please select the option “Troubleshoot”. Then please select “Advanced options “ and  “command prompt”
• Type all the keyboard characters in this black window especially the keys that do not work correctly.
• If F11 does not take you to recovery manager, please keep tapping the “ESC” gently several times the instant you power on the unit. It takes you to the startup menu and you could press F11 from there to go to recovery manager. Please check all the keys in the command prompt black window, especially the keys that don’t work.

If it does not work in the command prompt window the computer certainly has a keyboard hardware issue.

Option 2: I would recommend running the interactive keyboard test using the HP Hardware diagnostics tool: Click here for instructions.

Let me know the outcome of it.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[Keirab]

I have tried all of the above and nothing helped. I have tried numerous times to just get HP customer service to give me the details of an approved service centre in my area that could fix the problem quickly and was told the fastest service would be two weeks. Are you able to help by suggesting a same day fix in my area?

[Nirvana_95]

Thanks for your response.

I have sent you a private message with further instructions to get this issue sorted in order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link.

Thanks!