HP Envy Keyboard keeps crashing

[PXHawthy]

Hi. I recently bought a brand new HP Envy laptop with Windows 11 pre-installed and at least once a day the keyboard stops working/crashing as I'm using it and I need to restart the laptop to get it working again. I have updated the BIOS, deleted and reinstalled the keyboard drivers but it still keeps happening. Any suggestions on how I can fix the issue or find the cause? 

Thank you

[Thames13]

I have the same issue, rebooting is not a solution. Can HP provide a firm solution.

[Raj2111]

Hi @PXHawthy 

Welcome to the HP support community.
 

I understand that you are facing keyboard issue on your HP ENVY 17.3 Inch Laptop PC 17-Cr0000 , I am glad to assist you

Don't worry, together we will try to sort this out.

To be able to assist you better please let me know if its a Wireless keyboard or wired 

• Did you get any error message?
• May I know since when are you facing this issue?
• Did you make any hardware or software-related changes to it?

Meantime, please try these steps

I would suggest you please use the link below and update all the drivers. Once done, let me know the outcome of it: https://support.hp.com/gb-en/drivers

Thank you for being a Valuable Member of our HP Family.

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

-Regards,

[PXHawthy]

Hi Raj, thanks for reaching out.

I bought the laptop brand new from Currys in November 2022 and the keyboard started crashing within the first few days. It is the built-in laptop keyboard. I dont get any error messages, the keys just stop responding. I havent modified the hardware or software in anyway.

I have tried almost everything, deleting and reinstalling the keyboard drivers, updated the BIOS and done a soft reinstall of windows. I am reluctant to do a full format and clean reinstallation of windows because I dont really want to set everything up again if there is no guarentees it will work.

Cheers

Liam

[Raj2111]

Hi @PXHawthy 

I appreciate your efforts to try and resolve the issue. However, I recommend you get connected with Phone support for further assistance. Thank you

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.   I hope this helps resolve this issue completely. 

Thank you for being a Valuable Member of our HP Family.

-Regards.

[Thames13]

Thanks, the keyboard crashed twice today. I will call support.