Keyboard locks up after using up/down arrows

[GTheabo]

Has there been a permanent solution to the problem of the keyboard locking up on a HP Envy laptop when using the up/down arrow keys?  The online solutions are to remove the keyboard drive and reboot, reinstall driver, and update the bios.  I have done them all.  I have been this multiple times trying to get the keyboard to free up but this is not a permanent solution.  

[VikramTheGreat]

Hi @GTheabo,

Welcome to the HP Support Community.
 

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

Thank you for reaching out, and I understand your concern. If you've already tried reinstalling the keyboard driver, rebooting the system, and updating the BIOS multiple times, and the issue continues to return, then it would be a good idea to determine whether we're dealing with a hardware-related issue or a software/Windows-related issue.
 

Before proceeding with additional software troubleshooting, I would recommend running the HP Hardware Diagnostics keyboard test:

Run the Keyboard Test

1. Turn off the notebook.
2. Power it on and immediately tap Esc repeatedly.
3. From the Startup Menu, press F2 to open HP PC Hardware Diagnostics.
4. Select Component Tests.
5. Choose Keyboard and run the test.
6. Follow the on-screen instructions and note any errors or Failure IDs that may be reported.
    

Please let us know:

• Does the keyboard pass the test?
• Is a Failure ID displayed?
• Does the lockup occur only when using the Up/Down Arrow keys, or do other keys eventually become unresponsive as well?
• Does the issue occur in applications only, or does it also happen in the BIOS and HP Diagnostics environment?

If the keyboard passes diagnostics, we can then focus on software-related causes such as Windows updates, keyboard filter settings, accessibility features, or background applications that may be interfering with keyboard input.
 

However, if the keyboard fails diagnostics or the issue can be reproduced outside of Windows, that would point more toward a hardware issue with the keyboard assembly itself.
 

Please share the results of the HP Hardware Diagnostics test, and we'll be happy to help with the next steps.

I hope this helps.

Take care and have an amazing day!

[GTheabo]

The keyboard passes all the tests with no errors. The same with the bios. 

[GTheabo]

Also, it affects all the keys locking up. But only occurs when I’m scrolling up and down any application using the arrow keys. I cannot test it in the bios and diagnostic environments because when I reboot to get into the bios the lockup goes away. Even then number keypad locks up. All the keys are unresponsive when the problem occurs. 
I have run all the diagnostic tests and never had any errors show up. Everything always passes. 

[VikramTheGreat]

Hi @GTheabo,

Thank you for providing those additional details. Since the issue affects not only the Up/Down Arrow keys but eventually causes all keyboard keys, including the numeric keypad, to become unresponsive, and you've already run the available diagnostics without any failures being reported, this becomes more difficult to isolate through software troubleshooting alone.
 

While the diagnostics passing is a good sign, it does not completely rule out a hardware-related issue. If the keyboard intermittently stops responding during normal Windows usage but recovers after a restart, there could be an issue with the keyboard assembly, keyboard controller, or another hardware component that isn't being detected by the standard tests.
 

At this point, the issue may require further investigation and potentially a repair evaluation.
 

Could you please send us the following information via private message so we can check the available support options and assist you further?

• The exact HP product number (P/N) or model number of the PC.
• Your country/region.
• Whether the issue occurs with both the built-in keyboard and an external USB keyboard (if you've had the opportunity to test one).
   

Once we have the system details, we'll review the available options and help determine the next best course of action. Looking forward to your reply.