Keyboard - Alt not working, Fn hotkey problem

[JemaineLow]

I have a HP ENVY laptop 15-ae132 (touch screen) which bought in 2015. I never have any problem with it and always let the window auto-update. Then few days ago some problems came up.

The problem begins when i used google chrome to watch youtube video, the video repeadtedly pause and play non-stop and i thought my keyboard key (Fn + F10) was malfunction. So, my first approach was to google the solution of how to disable the Fn hotkey from google chrome, and i did it by altering the Chrome: flags. This solved the problem of watching youtube video.

Then, few days later i noticed that my Alt key (both right and left side) are not working. After using the online keyboard checker, i found out two problems: 

1) the two Alt keys are not responding (every other keys are responding)

2) a hotkey named MediaPlayPause is activated (as shown by the online keyboard checker) whenever i press shift, alt, space, or some random keys.

Now, it explains why I had this problem few days ago while watching youtube with google chrome.

My next approach is to google and find solution. I found one from this site but it isn't working for me. I've tried the method of uninstall keyboard driver, shutdown, unplug AC power, power reset 15 seconds, i even take out the back cover of laptop, and unplug the internal battery connection, then put the battery connection back, power up the laptop, F10 into bios, F9 to load default setting, save changes and restart, load into window 10, and taadaaa, the problem persists!  then i found two more problems after doing this: 

3) i dont need to press the Fn key anymore to use the hotkey, for instant, pressing F6 will directly mute the sound, and pressing Fn + F6 will only actually pressing F6. This is annoying!

4) unable to type certain capital letter. i guess the shift button is broken too. 

i then continue to google for solution, and have done a few more approaches as below, but still, couldn't solve the problem. 

Approach 2: update graphic card driver (GeForce GTX 950M) to 457.30

Approach 3: clean my keyboard with alcohol-based liquid

Approach 4: change keyboard driver to other incompatible one so that it temporary disable the built-in keyboard, so i could use my external USB keyboard. (but this won't solve the problem of randomly activating MediaPlayPause hotkey)

PLEASE HELP ME!  Great thanks!

[JemaineLow]

Hi, HP community. Anyone can help? 

My problem are summarized as below:

1) Alt key not working.

2) Fn Hotkey - MediaPlayPause keep auto activated for no reason. 

[praveenbv]

@JemaineLow, Welcome to the HP Support Community!

Welcome to the HP Forums. I would be happy to help you with your  HP ENVY laptop 15-ae132. I understand that there is some issue with the keyboard, and you have already done some preliminary troubleshooting. 

Don't worry though as I have a few steps to determine the issue and find a solution as well,

• Please connect an external USB keyboard and check if you are still getting the same issue.
• Check-in Safemode with networking.
• Re-install Keyboard drivers from the device manager.

1. In device manager right click on the keyboard driver, then uninstall and restart the computer.

• update the BIOS 
• If these steps do not work, perform the system restore.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[JemaineLow]

Hi Praveenbv,

Thanks for your respond. 

I have tried connecting external keyboard, and the external keyboard ALT key IS working, but the laptop built-in keyboard ALT key is NOT working. Then the MediaPlayStop problem persisits. I have tried to reinstall both the keyboard driver and also the BIOD driver but also fail to solve the problem. 

Now i try to perform the window system restore, then realise my only restore points available are very recent one, and it didn't help to solve the problem even after i perform the system restore (I did the system cleanup some weeks ago to make up space for my laptop).

So, i guess the only available option is to perform the HP recovery manager. Am I right?

[praveenbv]

Hi @JemaineLow,

Welcome to the HP Support Community.  

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

Have a great day!  

Please click “Accept as 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! 

[JemaineLow]

Hi Praveenbv, 

I have done a full window reset + resinstall. Yet, the problem persists. The keyboard still having this problems as mentioned previously. 

I guess i have to bring the laptop to the nearest laptop repair center for checkup. 

[JemaineLow]

My laptop keyboard behave weirdly. The Alt-key not working, the HP shortcut key (MediaPlayPause) constantly being triggered, and the shift+alphabet sometime not working (hence could not type capital letter). However, using external USB keyboard has no problem like these.
One problem that give me headache is, the constantly trigger of HP Shortcut key MediaPlayPause. This has slowed down my computer, and when i open certain folder, by selecting a single file (not double click), it will use up my processing power a lot, like something is working behind the screen. Not to mention when i open a video file or playing youtube video, the quick trigger of play and pause just make the video unwatchable......

if there a way to disable the HP Shortcut key at all?

[praveenbv]

@JemaineLow, We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

Have a great day!  

Please click “Accept as 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!