HP Envy 17-CW0097nr Keyboard stops working after using arrow keys

[Blu_Lynn]

I have the HP Envy 17-CW0097nr since July 2023.  Over the last year my keyboard will stop working randomly until I restart.  I have determined the issue occurs when I am using the PG UP/PG DN keys.  I have counted about 750-800 keystrokes to cause the issue.  I checked my device drivers and it shows up to date.  This issue did not happen the first year after purchase.

[Hawks_Eye]

Hi @Blu_Lynn 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for sharing the details — I can imagine how frustrating this must feel, especially since it interrupts your work and requires a restart each time. 

Based on what you’ve described, the issue seems tied to a specific keyboard input pattern, which points more toward a driver/firmware or software interaction rather than just random hardware failure. 

Let’s go through a few targeted steps:

1. Run a Keyboard Hardware Test

Restart your laptop and press Esc repeatedly, then choose F2 for System Diagnostics.

Run the Keyboard Test.
This helps confirm whether the issue is hardware-based or strictly software/driver-related.

2. Update BIOS and Firmware

Even though your drivers show as up to date, keyboard issues are often addressed through BIOS updates.

Visit the HP Drivers & Software page for your model:
HP Envy 17-CW0097nr Software and Drivers

Install the latest BIOS, System firmware, and keyboard/touchpad drivers available.

3. Reinstall the Keyboard Driver

Sometimes Windows marks a driver as “up to date” but it may be corrupted.

Open Device Manager → expand Keyboards.

Right-click on your keyboard device → Uninstall device.

Restart your laptop, Windows will reinstall a fresh copy.

4. Adjust Filter Keys/Accessibility Settings

Certain accessibility features may interfere with repeated keystrokes.

Open Settings → Accessibility → Keyboard.

Ensure Filter Keys and Sticky Keys are turned Off.

5. Test in a Clean Boot Environment

Sometimes background software conflicts with keyboard input.

Press Win + R → type msconfig → Enter.

Under Services, check Hide all Microsoft services → click Disable all.

Go to the Startup tab → Open Task Manager → disable startup apps.

Restart and test the keyboard.
If the issue disappears, it’s a software conflict.

6. External USB Keyboard Test

Connect an external keyboard and repeat the same Page Up/Down key test.

If the external keyboard works fine → likely an internal keyboard hardware/firmware issue.

If it fails too → definitely a software/driver issue.

If after all this the issue persists, it may point to an internal keyboard controller fault that only appears after heavy keystrokes, in which case repair or replacement under service would be the next step.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye