I have a new HP Envy laptop 17 inch

[TonyaAtki]

I have had my laptop for a week. Today while on social media I noticed that the up and down arrows were not working. I restarted the computer and that seemed to fix the issue. However, a few hours later, I noticed that I was unable to use the keyboard to type. Again it was fixed by restarting the computer. Is there something I can do to fix this on my own? One thing I have noticed since getting the laptop is that the mouse seems to be extra sensitive and pages are opening just from me moving the mouse over the screen.

[Treeko]

Hi @TonyaAtki 

Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

I see that you are facing keyboard and mouse issues in HP laptop.

Kindly refer to the steps on this link and let me know if that fixes the issue.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[TonyaAtki]

No this did not help. I have actually spoken to support on the phone. We have updated software and made sure my laptop was up to date. None of that worked. Two days ago, support suggested I reset the computer. So as of right now, I am waiting to see if that worked.

[Nal_NR]

Hi @TonyaAtki,

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

[PXHawthy]

By reset, do you mean a hard wipe and reinstall windows? I'm having the same issue with the same laptop as you. Very frustrating to the point I'm considering returning it. I've tried everything apart from formatting and reinstalling windows. Can you please let me know if that solves the problem? Thanks

[TonyaAtki]

Yes by reset, I do mean hard wipe and reinstalling Windows. It's been 4 days and so far I have not been experiencing any of the issues. I was told that maybe Windows did not install correctly the first time around.

[DJWILL249]

Same computer and same problem with keyboard freezing.  Also while I am on social media the screen will go black for a second and go back to normal, very annoying.  I did the system reset earlier Monday morning and everything seemed to work flawlessly for the 5 hours I was on my laptop.  Tonight the keyboard did freeze up again so now I am back to square one.  Not sure if I should do the reset again or not.  Is your still working properly?

[TonyaAtki]

Actually, the reset only worked for 4 days and then my keyboard went out again. I have spoken to phone support 3 times about this issue, so now I have a work order to send the computer back to have them work on it.