Keyboard does not dim on timeout

[Ivo15]

Hi there!

I have 2 opened cases in regards to my laptop, for which I have received no response.

My 2 cases summarized:

1. HP Cloud Recovery Tool does not find an image for my laptop.

2. I have a backlit keyboard, which when timed out, does not dim to off but instead if instantly shuts off. Elitebooks and Probooks from this year all have keyboards which dim to off when timed out, but mine just shuts off instantly, which has an uneasy feeling on the eyes in the dark. Also, the touchpad does not activate the backlight in the BIOS, but only in Windows after the touchpad drivers have been installed.

[erico]

Did you download the HP Cloud Recovery tool from the Microsoft store?

https://www.microsoft.com/store/apps/9mtks9pr7r3n

You can get the complete and specific product ID (SKU) from the HP Support Assistant,  the BIOS, the Windows System Information dialogue and by watching the official HP video at this link .

The product identification that you provided in your thread is only the generic identifier of you laptop's model series and not specific enough for the HP Cloud Recovery tool.

The BIOS firmware ROM coding is what it is and changing it to dim the keyboard backlighting instead of shutting off after the timeout is, unfortunately, just something you can hope for.

[Ivo15]

Hi there!

Yes! I downloaded the Cloud Recovery tool from the Microsoft Store, and I also tried searching in some web portal I found on the web using my product code. My product number is 975C5EA#AKS and the recovery tool says it cannot find this product.

About the keyboard backlighting - yes, I'm aware that this is part of HP's firmware, but would it be possible to report it as unintended behaviour to HP in order to provide a fix for it, because not only do the newer EliteBooks and ProBooks achieve this, but older Pavilions also have a dimming keyboard. When I say dimming, I do not mean to set it at a lower value brightness - I mean that when the keyboard times out, and it's about to shut off, it dims softly to 0% brightness on other models, but on my model it goes from 100% to 0% or from 50% to 0% directly, without any soft dimming.

[erico]

I will have to ask the question about the HP Cloud Recovery tool internally.

I understand your frustration, considering that in the software & driver download section, it specifically states to use it for your laptop.

[Ivo15]

Sure, that would be great if you could do that, and I would be very thankful!

And about the keyboard inquiry - would it be possible to reach someone internally to take a look at this issue, as the keyboard soft dimming on timeout is a really nice feature in darker environments?

[Paul_Tikkanen]

Hi, @Ivo15 

Below is the link to the parts list for your notebook:

HP PartSurfer

The parts list indicates it has this motherboard part number and description:

N33965-001

SPS-MB UMA i5-13500H 16GB DH 23C1

the -001 suffix in the N33965-001 part number means the notebook came without a Windows operating system which is why the HP cloud recovery tool is not supported for your notebook.

Only the notebooks that come with Windows product keys in the BIOS are supported by the HP cloud recovery tool.

Those motherboards would have a -601 suffix after the part number.

[Ivo15]

Aw, okay. Thank you very much for you help anyway!

Can anyone look into my keyboard inquiry in this discussion?

[Paul_Tikkanen]

You're very welcome.

Unfortunately, I wouldn't be able to help you with the keyboard issue.

Have you contacted HP customer service?

You can do that by beginning at the link below.

Official HP® Support

[Ivo15]

Hi there!

Yes, I have attempted to contact customer service.

When I try contacting, it gives me 3 options: finding an authorised repair centre, emailing (which yielded no result) and trying this community support forum.

I contacted several repair centres, but they all told me to contact HP directly.

The email option opened a case with a case ID, to which I received no response, except for an email which told me the case would be closed automatically due to me not contacting support (what?)

I also tried changing my region, which did give me a chat option, but it connected me with Sales, who weren't certified to help in my case.

This community support forum is my last resort and I'm hopeful that in some way someone could find a way to get an HP support agent to contact me through email, or to get an answer to my case which got closed automatically.

[Paul_Tikkanen]

Hi:

All I can do (which I have) would be to escalate your request to one of the HP forum moderators who can contact HP support, and hopefully one of the support agents will initially contact you here.