cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
New member
4 3 0 0
Message 1 of 8
187
Flag Post

Keyboard Issues 'Sleeping' Keys

HP Recommended
HP ENVY 17 Notebook PC
Microsoft Windows 10 (64-bit)

Hopefully you guys can help me. I've encountered some 'sleeping' keys that just dont appear to want to work for no real reason. This also applies to the number pad, where only certain numbers will register. Is there anything in the BIOS I need to do to reset my keyboard? Or are there any reasons why it's stopped working all of a sudden, or any other fixes I can try? I've already tried the battery removal trick that other forums have mentioned but this hasn't worked in my case. I've also tried the driver reinstall through device manager as well but this hasn't worked either. Same goes for the 'floating keys' option I think it is in the Windows 10 settings menu. I'm at a real loss as to why they have stopped working, so any suggestions or fixes would be appreciated!!

 

Thanks in advance!

7 REPLIES 7
Highlighted
HP Support Agent
HP Support Agent
9,680 9,682 412 650
Message 2 of 8
Flag Post
HP Recommended

@norfie123456 Welcome to HP Community!

 

I understand that the keyboard is not working properly.

 

Do not worry. I will try to fix the issue.

 

Please uninstall the keyboard drivers from the device manager and update the BIOS.

 

If the issue still persists, please perform the keyboard test and check.

 

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose Keyboard and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

0 Kudos
Highlighted
Author
New member
4 3 0 0
Message 3 of 8
Flag Post
HP Recommended

Hi,

 

Thanks for the reply. I did get an error code even I conducted this test. I'd attach an image of the code but I'm not sure how on the forum.

 

Either way this is the code I got: 

90CDVH-7G5A08-MFGH7A-G06903

 

I'm hoping this may be an easy fix and I'm keeping my fingers crossed. If you need anymore details about the machine or code please let me know. 

 

Thanks 

0 Kudos
Highlighted
HP Support Agent
HP Support Agent
9,680 9,682 412 650
Message 4 of 8
Flag Post
HP Recommended

@norfie123456

 

Thank you for the information.

 

The issue with the keyboard. The part has to be replaced. 

 

I would suggest you contact our phone support. They will help you.

 

Here is how you can get in touch with phone support.

 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

Have a nice day!!

0 Kudos
Highlighted
Author
New member
4 3 0 0
Message 5 of 8
Flag Post
HP Recommended

Hi,

Thanks again for a speedy reply. I've discovered that I can no longer extend my product warranty with HP. I still want to get the machine fixed though. How and where can I arrange for this to happen?

Thanks

0 Kudos
Highlighted
HP Support Agent
HP Support Agent
9,680 9,682 412 650
Message 6 of 8
Flag Post
HP Recommended

@norfie123456

 

I understand your concerns.

 

The issue with the keyboard.  Do not worry. Please contact our phone support. They will help you.

 

Here is how you can get in touch with phone support.

 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

0 Kudos
Highlighted
Author
New member
4 3 0 0
Message 7 of 8
Flag Post
HP Recommended

Ok thanks. I'll have to do this on Monday now. Hopefully it's not an expensive fix!

 

Thanks

0 Kudos
Highlighted
HP Support Agent
HP Support Agent
9,680 9,682 412 650
Message 8 of 8
Flag Post
HP Recommended

@norfie123456

 

Thank you for the update.

 

If you have any other concerns. Please get back to us. We will assist you.

 

0 Kudos
Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation