Keyboard and other standard HID devices stop working

[The_Markhor]

Hello folks.

I have a very stubborn keyboard problem here that I can't seem to crack: after extended use of my laptop (4~8hrs), my keyboards and mice slowly die. First to go are wired or wireless keyboards and mice. They remain enumerated in the Device Manager but are inoperative. No amount of turning on/off or uninstalling/reinstalling drivers helps. The last to go is my laptop keyboard (trackpad and touchscreen never die). It dies very oddly: the backlight and Caps Lock light stop working and keypresses do register, but only about 30% of the time. Also, modifier keys (Shift, Alt, Ctrl, Win) go berserk (activating on their own, staying stuck down, releasing on their own). Again, no amount of driver re-installation helps. The only (temporary) fix is to hard reset the computer (power off and hold power button down for 10sec). This has been happening since September and is getting extremely frustrating!

Further observations:

• The devices die faster if I'm running GPU or CPU intensive workloads (gaming or batch rendering RAW photos). This makes me think all of this is ultimately a power problem
• I have an optional update from HP for my laptop keyboard (I assume). But however many times I download and install  it (it appears in my update history) it still keeps offering the update for me.
  
• The problem only started happening after I updated to Windows 10 2004 (correlation or causation?) I no longer have a system restore point to Windows 1909
• Having AC power plugged in or not changes nothing
• Battery levels don't matter
• When I perform a soft restart the laptop keyboard is still broken in the BIOS system diagnostics, yet strangely USB keyboards suddenly work.

OS version: 10.0.19042 Build 19042.662 (aka Windows 10 version 20H2) - this is the latest version, but the problem was present in the previous version as well

BIOS: F.20-05/28/2020 - this is the latest version, but the problem was present in the previous version as well

Keyboard revision: 40.36

Processor: AMD Ryzen 7 3700U

Thank you for any help!

[The_Fossette]

@The_Markhor

I reviewed your post and I understand that the keyboard and the touchpad are not working on the computer.

Don’t worry, I assure you I will try my best to get this sorted.

What is the product number of your computer?

I recommend you run a test on the keyboard and the touchpad following the steps in the below article and it will confirm whether it is a software or a hardware issue. Based on the result we can continue troubleshooting.

https://support.hp.com/in-en/document/c03467259

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[The_Markhor]

Hi there The_Fossette! Thanks for replying. However, you seem to have misread/missed some of my post.

First, my touchpad is fine. It is only my keyboard, other wired/wireless keyboards, and other wired/wireless mice that stop working, and only after extended use (4~8hrs). They all stop working at the same time though, so they are related.

Second, I've already run those tests. They failed. If you want a FailureID, here is one: M8814K-A1KAA5-GXGKHG-G1JD13

Here is the product number is 5TV96UAR#ABA

Thanks for any help/suggestions!

[The_Fossette]

@The_Markhor

I checked the failure ID you have shared and it looks like the keyboard is gone bad and needs replacement. I recommend you contact support and check the available service options for your computer.

Here is how you can get in touch with 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.

Cheers!