HP Envy Keyboard stops operating

[Blue1954]

I turn my pc on and all works fine for around an hour sometimes a bit longer then the keys stop working. I can use the touch pad and cursor. The on screen keyboard also operates ok if I turn it on. If I restart my computer the key board will usually start to operate again. Occasionally when it happens and I shut down the computer will not turn off (the light on the on off button is illuminated). If I force the pc to shut down by holding the on off button the fan starts to run at high speed until PC finally turns off.  

[Nal_NR]

Hi @Blue1954,

Welcome to the HP Support Community. 

I'd be glad to help you! 

It sounds like your HP ENVY 16-inch Laptop (16-h0000) is experiencing intermittent keyboard issues, where the keyboard stops functioning after a period of time, but the touchpad and on-screen keyboard still work. Additionally, the issue with the laptop not shutting down completely suggests there could be software or hardware conflicts. 

Here are several steps to diagnose and potentially fix the problem:

1. Check for Driver Updates

• Update the keyboard driver:
  • Press Windows + X and select Device Manager.
  • Expand Keyboards, right-click on your keyboard device (usually called Standard PS/2 Keyboard), and select Update Driver.
  • Choose Search automatically for drivers to let Windows check for updated drivers.
• Reinstall the driver if an update doesn’t fix it:
  • In Device Manager, right-click on your keyboard and select Uninstall Device.
  • Restart your computer. Windows will reinstall the driver automatically upon reboot.

2. Check for Windows Updates

• Go to Settings > Windows Update and check if there are any pending updates.
• Sometimes, Windows updates include important fixes for hardware components like the keyboard.

3. Test in Safe Mode

• Boot your laptop into Safe Mode to see if the issue persists. This will help identify if a third-party app or service is causing the issue:
  1. Go to Settings > Update & Security > Recovery.
  2. Under Advanced startup, click Restart now.
  3. After the restart, select Troubleshoot > Advanced options > Startup Settings > Restart.
  4. Once the system restarts, press 4 to enter Safe Mode.
• Test the keyboard in Safe Mode for an hour. If it works fine, the issue may be due to software or drivers loaded in normal mode.

4. Check for Hardware Conflicts

• Press Windows + X, select Device Manager, and check if any other devices (like USB devices or other peripherals) are conflicting with the keyboard.
• Look for any yellow exclamation marks under Universal Serial Bus Controllers, Keyboards, or Human Interface Devices.

5. Power Management Settings

• Sometimes, Windows’ power-saving settings may disable USB or keyboard devices to conserve power.
• In Device Manager, right-click on your keyboard device, go to Properties > Power Management, and make sure the option to "Allow the computer to turn off this device to save power" is unchecked.
• Repeat this step for all USB Root Hubs under Universal Serial Bus controllers in Device Manager.

Please find the remaining steps in the next post.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Blue1954,

Please find the remaining steps below.

6. Check BIOS/UEFI Settings

• Restart your computer and enter the BIOS/UEFI settings by pressing Esc or F10 during boot.
• Check if the Keyboard is detected and working properly in the BIOS.
• While in BIOS, leave the laptop running for a while to see if the issue replicates itself. If the keyboard still works fine in the BIOS after an hour, the issue is likely software-related.

7. Run HP Hardware Diagnostics

• Restart the laptop and press F2 repeatedly to open HP Hardware Diagnostics.
• Run a keyboard test to check for any hardware issues.
• You can also download HP Support Assistant from the HP website to perform more detailed diagnostics.

8. Reset Power Settings

• If your laptop sometimes doesn't fully power down, resetting power settings may help:
  1. Go to Control Panel > Power Options.
  2. Click on Change plan settings next to your selected power plan.
  3. Select Restore default settings for this plan.
  4. Next, go to Choose what the power buttons do in the same window and click Change settings that are currently unavailable.
  5. Make sure Fast Startup is unchecked, as it can sometimes cause shutdown issues.

9. Perform a System File Check

10. Check for a BIOS Update

• Sometimes, a BIOS update can fix issues like keyboard malfunctions.
• Visit the HP Support website, enter your laptop model (HP ENVY 16-h0000), and check for a BIOS update. If available, follow the instructions to update the BIOS.

11. Check for Hardware Issues

• If none of the above steps work, the issue could be related to hardware, such as a loose keyboard connection or a faulty keyboard.
• Since the problem occurs after an hour of use, it might be related to overheating or a hardware defect. It may be worth having a professional technician inspect the keyboard connection inside the laptop.

12. Consider a System Restore

• If the issue started recently, you can try performing a System Restore to a point where the keyboard was working properly.
  • Press Windows + R, type rstrui, and press Enter. Select a restore point before the issue started and follow the prompts.

If the problem persists after these steps, it may indicate a hardware failure, and it would be best to contact HP phone support for further assistance,

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Blue1954]

Thank you so much for your list of possible solutions and instructions. I will try these and let you know how I get on.

[Nal_NR]

Hi @Blue1954,

I appreciate it.😊 Do keep us posted. Take care. 

[Blue1954]

To let you know I have performed 1 2 4 5 and 9 of your recommendations.Since then I have used my pc for a few days and the problem has not occurred so far. It may be too early to draw a conclusion but so far so good. If it does reoccur I can still try the remaining actions you recommended. I cannot say which action(s) may have resolved problem. I have updated driver and there were files that had been corrupted and fixed when I did SFC although I could not get a list. If I do have further issues I will send you more feedback. Your assistance is greatly appreciated.

[Nal_NR]

Hi @Blue1954,

Fantastic 🙂 I truly appreciate your time and patience, If you need further assistance, feel free to reach out to us.