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‎08-09-2018 04:28 AM

HP Recommended
Product: HP Pavilion x360
Operating System: Microsoft Windows 10 (64-bit)

We have a user who uses an HP Pavilion x360 Convertible who has suddenly had his 1,2,3,4,7,8,9 and 0 keys stop working on his keyboard. We tried various solutions we found online such as holding CTRL + ALT + Fn (and/or Windows key) for 10 seconds, checking the keyboard settings within Windows 10 etc. but the keys wouldn't work.

 

When I ran the Keyboard Diagnostic Test and I tried to select those keys to be tested, the laptop didn't pick up that I was pressing them which lead me to believe it was a hardware issue. Plugging in a USB keyboard allowed me to test those keys, the result of which was;

 

KEYBOARD TEST: FAILED

 

FAILURE ID: 9LJF7A-8K696V-GXGGQ1-G01F03

PRODUCT ID: Z3C93EA~ABU

 

Component Test: FAILED

 

 

Does this mean the actual keyboard itself is faulty and needs to be replaced?

3 REPLIES 3

‎08-09-2018 05:16 AM - edited ‎08-09-2018 05:20 AM

HP Recommended

When you connected the USB keyboard, did those specific keys work on the USB keyboard?

 

 

I decoded the error message to :

 

I/O device

 

Failure code 800 - Keyboard error

 

It could be a failure of the keyboard or an I/O board.

 


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‎08-09-2018 05:32 AM

HP Recommended

Hi Erico,

 

Thank you for the reply. When I connected the USB keyboard, those keys did work.

 

I think the best next step is probably to attempt to replace the keyboard.

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‎08-09-2018 05:35 AM

HP Recommended
@Conor12 wrote:

Hi Erico,

 

Thank you for the reply. When I connected the USB keyboard, those keys did work.

 

I think the best next step is probably to attempt to replace the keyboard.

 

That would be my next step as well.

 

 


I am a volunteer forum member. If my suggestion helped you solve your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"



Was this reply helpful? Yes No
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