HP Notebook - 17-ca1027na some keyboard keys not working

[George1157]

For the past month my G, H, Backspace and apostrophe keys sporadically refuse to work. When not working they all don't work, when working they all work. At first I thought it was application specific as it seemed to happen mostly when using Outlook but that was a red herring as it actually happens on all apps at some stage or other.

Is there something that I can do to the keyboard, like taking keys off and cleaning for example, or does the whole keyboard need replacing please? Replacing the whole keyboard requires a complete stripdown so I hope someone will have good news for me.

Thanks and fingers crossed.

George 

[Hawks_Eye]

Hi @George1157 

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

That kind of sporadic behavior can be maddening—especially when it’s the Backspace key that goes rogue! I really feel for you, and I’m glad you reached out. Let’s explore a few hopeful options before jumping to a full keyboard replacement.

🧼 Try These First: Cleaning & Software Checks

Clean the Affected Keys

• Power off the laptop and unplug it
• Use a soft brush or compressed air to gently clean around the G, H, Backspace, and apostrophe keys
• If you're comfortable, gently pry off one keycap at a time using a plastic tool (avoid metal to prevent damage)
• Clean underneath with a cotton swab lightly dampened with isopropyl alcohol (90%+)
• Let it dry completely before reattaching the keycaps

Run a Keyboard Diagnostic

• Use the built-in HP PC Hardware Diagnostics for Windows
• Search for “HP Diagnostics” in the Start menu and run the keyboard test
• This will help confirm if it’s a hardware issue or something software-related

Update or Reinstall Keyboard Drivers

• Open Device Manager
• Expand Keyboards, right-click your keyboard, and choose Uninstall device
• Restart your laptop to reinstall the driver automatically

Check Accessibility Settings

• Go to Settings > Accessibility > Keyboard
• Make sure Filter Keys and Sticky Keys are turned off—they can cause strange input behavior

External Keyboard Test

• Plug in a USB keyboard and see if the issue persists
• If the external keyboard works fine, it’s likely a hardware issue with the built-in one

🔧 If All Else Fails…

If cleaning and software tweaks don’t help, and diagnostics confirm a hardware fault, then yes—replacement might be the next step. I know a full stripdown sounds daunting, but a technician can often swap the keyboard without disturbing other components too much.

Let me know how these steps go—I’m rooting for a quick fix that doesn’t involve screwdrivers and service benches! 😄

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[George1157]

Hi Hawks_Eye,

Thanks for your super detailed tips and apologies for late response as for some reason I didn't get the usual email push notification of your post. I've checked the settings and nothing has changed so I should have had the notification but that's not urgent for now so will get back to it later.

The Keyboard Diagnostic, Keyboard Driver and Accessibility Settings all check out OK and the external USB Keyboard works fine (I'm using it now in fact) so the fault really does lie in the hardware keys themselves. I've also used a soft brush and compressed air around the affected keys with no change so am left with taking the keys off and physically cleaning the contacts as you suggest. I'm fairly comfortable with dismantling and replacing PCs and components but confess to being somewhat scared of attempting to do so on this flat keyboard on my laptop. You make it sound very simple to take off and then replace but doesn't the removal of a key break the hinge/retainer clip?

I'll gladly have a go if you're sure it's as easy as you initially indicated.

Cheers.

George

[Hawks_Eye]

@George1157 

You are Welcome!

Thanks for following up.

You're absolutely right to be cautious—those low-profile laptop key mechanisms can be deceptively delicate. On the HP Notebook 17-ca1027na, the keycaps are typically held in place by a scissor-style hinge, which can be fragile if pried off incorrectly. 

Here's how to approach it safely:

 

Removing Keys Without Breaking the Hinge

• Use a plastic pry tool or guitar pick: Avoid metal tools, which can snap the hinge or scratch the surface.
• Start from a corner: Gently lift the keycap from one corner—preferably the top—until it pops off. Don’t force it.
• Observe the hinge: Once the keycap is off, you’ll see the plastic retainer clip. If it’s intact and still seated properly, you’re good to clean.
• Clean with care: Use a cotton swab dipped in 90%+ isopropyl alcohol to clean the contact pad and surrounding area. Let it dry fully.
• Reattach gently: Align the keycap over the hinge and press down evenly until it clicks back into place.

 

What to Watch Out For

• If the hinge pops out with the keycap, don’t panic—it can be reattached, but it’s fiddly.
• If the retainer clip breaks, unfortunately, that key won’t be usable without replacing the entire keyboard or sourcing a replacement clip (which is tricky for this model).

 

Keep me posted at your convenience.

Regards,

Hawks_Eye