Solved: HP Spectre X360 Keyboard not working - HP Support Community

Andegrande · ‎09-25-2017

Hi!

The keyboard on my Hp Spectre x360 is not working properly since today. A few keys are working, but the majority of them are not. I have tried to recover the computer completely and wiped the harddrive so I'm guessing it is a hardware problem. I tried resetting the BIOS to default settings as well and I have pretty much tried every option I've found on the web. What to do?

Jeet_singh · ‎09-26-2017

Hi @Andegrande,

Thank you for replying,

As I understand you have followed the steps suggested and have finally diagnosed the issue to be a hardware issue with the keyboard. You could replace the part on your own, use the HP Parts surfer to identify the part: Click here & order it via the HP Parts store (Click here) or simply Contact HP for setting up a repair service via phone support and they will provide the details.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

Jeet_Singh
I am an HP Employee

View solution in original post

Jeet_singh · ‎09-26-2017

Hi @Andegrande,

Welcome to the HP forums! It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I understand that you need assistance regarding the keyboard not working correctly. It will be a pleasure to assist you with this.

A commendable job was done by diagnosing the issue correctly before posting your question in the HP forums. It is always a great pleasure to work with tech-savvy and technically sound customers like you. Kudos to you for that.

We greatly value your relationship with HP. You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it a privilege to share this platform with you.

At the outset, It looks like a hardware issue with the notebook. Let’s try to perform some steps here and see if it resolves it. I'll be really happy for you if it gets resolved.

Please perform a hard reset first. Steps:

Power down the computer and unplug the charger. Then remove the battery only if it is a removable one.
Hold down the power button of the unit for 15 seconds to discharge static electrical charges inside the machine.

Replace the battery and reconnect the charger.

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.

If it works here then we could try to correct the situation by going back in time to a good known working date before the issue occurred by performing a system restore. System Restore Link: http://support.hp.com/in-en/document/c03327545 Please follow the steps in the option “Restore your computer when Windows cannot start normally” from this link.

Please visit this link for further assistance: http://support.hp.com/us-en/document/c03738933

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Trust me I have done all I can to help by keeping your best interest in mind.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.

Jeet_Singh
I am an HP Employee

Andegrande · ‎09-26-2017

Hi again!

Thanks for the reply. I followed the link and did the F2 diagnostics test and sure enough, my keyboard did not work there either so now I am pretty convinced it is a hardware issue. The test revealed that for instance my a,s,d,f,j,k,l,p and o keys are not working. Thank goodness my Spectre has a touch screen that is still functioning.

How do I proceed? My warranty has run out since I bought the computer in 2015, but is there still any way to have computer repaired by HP? I really do not want to have to buy a new computer since I really like this one.

Jeet_singh · ‎09-26-2017