Keyboard Not Working - Win10 New Install

[Snowman58]

I have an Envy x360-m6-aq005dx. Due to a hardware problem, I needed to re-install Windows 10. I downloaded a copy directly from MS. Did a fresh install from the USB.

During the installation process both the keyboard and touchpad work. Once the installation completes the keyboard stops working either imediately or after a very short time.

I tried to use a USB keyboard, but it was not recognized. (Works with my old laptop.)

In Device Manager the HID Keyboard Device says "this device is working properly"

The only device showing a problem is the I2C HID Device.  It says "This device could not start (Code 10) A request for the HID Descriptor Failed ".  I have tried searching online for drivers - that comes back with "Best dtivers for your device are already installed".

Seems like driver issues, but I could not find keyboard drivers in support.

Any idea what is going on?

Thanks

[Snowman58]

Used the on screen keyboard & track pad to do a Windows Update.
Now the trackpad does nt work either.

Like the keyboard it works until Windows starts.

Frustrating!

[Jeet_singh]

Hi @Snowman58,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!

As I understand you are having issues with the keyboard not working on your notebook after the recent Windows 10 installation. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you tried to check if other devices work on the same USB port?

Have you tried to update the drivers either using Windows update or using HP Support Assistant?

Have you tried to run a test on the computer?

In the meantime, let's try these steps here:

Perform a Hard reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

After going through the error code 10 - (The device cannot start (for example, it is missing or is not working properly). This message can vary greatly because the text for this message can come from the driver) -

Suggested Resolution - (To resolve this error code, make sure the device is attached to the computer correctly. For example, make sure all cables are connected firmly and that all adapter cards are inserted into their slots fully.

Follow the suggested solution button and update the device driver. It might be possible to remove the device and re-detect it automatically.)

For more detailed information, please go through this link: HP PCs - Device Manager Information (Windows 10, 😎

I would suggest here is to update the Bios and Chipset drivers on your PC from our HP Support website, using this link.

Once done, please restart the computer and check if that helps.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Once done, please restart the computer and check if the keyboard and touchpad starts to work.

Then we need to check in the command prompt outside of windows to see if all the keyboard characters work correctly to isolate the issue correctly to a hardware or software failure.

Steps to do it:

• 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.

If the issue persists, I would suggest here is to run the test on the keyboard as well as system diagnostics from F2 (Please capture the failure ID for further assistance).

Note: You can run the Keyboard, Mouse/Touchpad and USB port Which is under Component test.

If the test fails, then it's clearly a hardware failure with the PC. I would recommend you to contact our HP phone support for further assistance.

If the test passes, I would suggest here is to perform a System recovery using the partition available on your PC. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

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,