Keyboard & touchpad no longer work after reboot following random shut off after plugging in charger

[PatWill123]

After plugging in charger to my HP Pavilion laptop (purchased in late 2016) while using it on a desk next to a treadmill, the laptop turned off randomly. I turned it back on to find that the touchpad and keyboard both were no longer functioning. I contacted Windows support and did a cold reboot. That did not work. I uninstalled the keyboard software and restarted the computer, but that did not work either. I ran the HP diagnostics program and I was given the following error code: RGE3KK-874A3S-MFPX7G-G1GF13. I plugged in an external mouse and am using the on-screen keyboard for now. Please help!

[praveen196]

@PatWill123 Welcome to HP Community!

I understand that the keyboard and touchpad are no longer is working.

According to the failure code, the issue with the keyboard. 

I would suggest you contact our phone support and check for the support option. 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.
 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

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

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