Keyboard and TouchPad not functioning

[NEELM]

I have been facing issues with my keyboard and TouchPad since last one and half month. My product is under warranty. So I tried calling HP support for help. They have been particularly unhelpful, trying to tell me that it's a software issue. They made me perform a hardware check through a video call, and even when the result said the keyboard needed to be replaced, they said it was a software issue. I am totally sick of HP. Can anyone please help? 

[A_Gayathri]

Hi @NEELM ,

Welcome to HP Support Community.  

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

I'm sorry to hear about the issues you're facing with your HP Pavilion X360 14 Convertible PC. Please follow the steps to troubleshoot the keyboard and TouchPad issues:

1. Update Drivers:

• Ensure that your keyboard and TouchPad drivers are up to date. You can do this through the Device Manager.
• Go to Device Manager, find the keyboard and TouchPad entries, right-click, and select "Update driver."

2. Rollback Drivers:

• If updating doesn't solve the issue, try rolling back the drivers to a previous version.
• Again, in Device Manager, right-click on the keyboard and TouchPad entries, and choose "Properties." Go to the "Driver" tab and select "Roll Back Driver" if available.

3. BIOS Update:

• Check if there is a BIOS update available for your laptop on the HP support website. Sometimes, updating the BIOS can resolve hardware-related issues.

4. System Restore:

• If the problems started after a recent update or installation, consider performing a system restore to a point before the issues began.

5. Check for Windows Updates:

• Ensure that your Windows 11 operating system is up to date. Sometimes, system updates can include fixes for hardware issues.

6. External Keyboard and Mouse:

• If possible, try connecting an external USB keyboard and mouse to see if they work. This can help determine if the issue is with the internal hardware or if it's a broader system problem.

7. HP Support Assistant:

• Use the HP Support Assistant application (if pre-installed) to check for and install any available updates or fixes.

8. HP Diagnostic Tools:

• Download and run the HP PC Hardware Diagnostics tool from the HP website. This tool can help identify hardware issues.

I hope this helps. 

Take care and have a good day.-

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!

[NEELM]

Hi. Thanks so much for your response. I have tried steps 3, 4, 5, 7 and 8. None of them worked. Step 6 I have not been able to try as I don't have an external keyboard or mouse. Regarding steps 1and 2, when I open device manager and click on the keyboard, it simply says that the device is working properly. It doesn't give me any option to upgrade drivers or rollback any precious upgrade. HP support assistant diagnostic tools say that the keyboard needs to be replaced, but your customer care executives keep on telling me that it's a software issue and that the OS needs to be reinstalled. So I also tried reinstalling the OS from the cloud. That didn't solve the problem. Any solution please? 

My work involves a lot of typing which cannot be done on the onscreen keyboard. 

[kg46]

I had a similar problem which turned out to caused by Filter Keys. To see if this is the case, press and hold the right hand Shift key until it makes a sound - about 10 seconds.   This should reactivate the keyboard.

Now to make it a permanent fix, reboot your computer and you'll find its locked up again. Log in by entering your pin or password by holding each key for a second or so until you see that the key has been recognised. 

When you're in, go to Control Panel, Ease of Access, then click on "Change how your keyboard works".

In here there's a setting for Filter Keys.  Untick the one that says "Turn on Filter Keys", Apply, OK, and then reboot. Hopefully your keyboard will work normally again. Mine did.

[NEELM]

Hi, thanks. Pressing down the shift key didn't work. No sound, keyboard still dead. I think there's something wrong with this laptop. 

Unfortunately, I think HP online customer care is not helping because the product is still within warranty. They are probably waiting for the warranty period to end, so that they don't have to provide free support. 

[A_Gayathri]

@NEELM ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

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!