Keyboard issue

[Monsoon1]

The keys "E" & "3" on my HP Spectre x360 Convertible Model 13t-ae000 laptop do not respond many times. Could you please suggest a solution. 

[Kuroi_Kenshi]

Hi @Monsoon1,

Welcome to the HP Support Community!

I understand that the E and 3 keys on your HP Spectre x360 13t-ae000 intermittently stop responding.

Since two specific keys are affected, let's first determine whether this is a keyboard hardware issue or something within Windows.

Run the HP Keyboard Test.

1. Shut down the laptop completely.
2. Turn it on and immediately press Esc repeatedly.
3. When the Startup Menu appears, press F2 to open HP PC Hardware Diagnostics UEFI.
4. Select Component Tests > Keyboard and run the test.
5. Test the E and 3 keys when prompted.

HP's Keyboard Test checks the keyboard outside Windows, which helps isolate hardware from software issues. If the test fails, it can generate a 24-digit Failure ID for support.

If E and 3 also fail during the HP diagnostic, that would strongly point toward a keyboard hardware issue. If they work normally in the diagnostic but fail intermittently only in Windows, we can investigate the software side.

Please let me know the keyboard test result, and if it fails, provide the failure ID.

Best regards,
Kuroi_Kenshi

[Monsoon1]

Hi Kuroi_Kenshi, 

Grateful to you for your quick response.  I tested the keys as suggested, and I got the following response:

Keyboard Test: Passed

Component Test: Passed

As per your prognosis, it appears to be a software problem. Please be kind enough to help resolve the issue.

Regards,

MK Bhan

[Kuroi_Kenshi]

Hi @Monsoon1,

Thank you for the update. Since the HP Keyboard Test and Component Test both passed, the keyboard hardware is not currently showing a failure in HP's diagnostics.

Let's check the Windows side:

1. Reinstall the keyboard driver.

1. Right-click the Start button and select Device Manager.
2. Expand Keyboards.
3. Right-click the keyboard device and select Uninstall device.
4. If prompted, confirm the uninstall.
5. Restart the laptop. Windows should automatically reinstall the keyboard driver.
6. Test the E and 3 keys again.

2. Check for Windows updates.

Go to Settings > Windows Update > Check for updates and install any available updates. Restart the laptop afterward.

3. Test with an external keyboard

Connect a USB keyboard and test the E and 3 keys.

• If the external keyboard works consistently while the built-in keyboard still misses those two keys, this helps isolate the issue to the built-in keyboard/Windows keyboard interface.
• If the same keys also fail with the external keyboard, we can investigate Windows or another software-related cause.

Please let me know whether E and 3 work normally after reinstalling the keyboard driver and whether an external keyboard has the same issue.

Best regards,
Kuroi_Kenshi

[Monsoon1]

Hi Kuroi_Kenshi, Thanks for your response. As suggested, I uninstalled the keyboard driver, shut down, and restarted my laptop. That did not help resolve the issue. I retested the keyboard keys, including keys “3”, “#”,”e”, and “E”, on Hardware Diagnostics UEFI, and it did not show any problems with the keys; the test passed. I do not have an external keyboard, but I used the online keyboard to test the problematic keys. The online keyboard worked well and did not show any problems with any of the keys.  Incidentally, I observed that the problematic keys on the attached keyboard, besides not responding intermittently,  also typed the letters/characters 2-3 times with one stroke and sometimes, without typing the character,  moved to the next space.

Thanks & Regards, Monsoon1

[Kuroi_Kenshi]

Hi,

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Kuroi_Kenshi

Best Regards,