Keyboard not working Envy X360 when windows 10 takes over

[otterlver]

I purchased the Envy 360 and installed windows 10.  The keyboard stopped working.  I tried to restart etc. One thing that worked temporarily was uninstalling all the key boards then rebooting. worked for a while but then stopped working again. I did I bios update and repeated the process of unistalling the keyboards. Problem solved for a day. now not working again. The keyboard works before windows starts.  The most frustrating part other than the hours I have spent on my own and with IT toubleshooting is that the problem patched over a few times just long enough exceed the return time with the seller and Amazon. So now I will loose money if I return it now that it seems fairly clear that it is a ongoing problem that cant be fixed.  I hope HP will stand behind their product and fix this. I can not afford to buy another computer or be without one and I can't afford to loose hundreds of dollars trying to send it back now that the return date has passed [all because I was giving the company the benefit of the doubt and trying to troubleshoot thier product that should work properly to begin with - I should have returned it the minute it did not work properly instead of trying to get it to work consistently over the course of a month. 

[A4Apollo]

Hi! @otterlver, Welcome to HP forums.

I understand you have keyboard issues with your laptop.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your laptop?

Have you tried checking with an external keyboard?

Please provide the product number of your PC to assist you better.

As you mentioned the keyboard is typing incorrect letters.

Try the steps recommended below.

In Device Manager, uninstall and reinstall the keyboard software:
In Windows, search for and open Device Manager.
Click View and select Show Hidden Devices.
Click the arrow next to Keyboards, right-click the keyboard device name, then select Uninstall to remove the device from Windows.
Continue removing device names in the Keyboards category until all device names have been uninstalled.
Restart the notebook. Right-click Start (), select Shut down or sign out, then select Restart.
Wait for the computer to restart and open Windows.

1.) Turn off the computer.
2.) Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord.
3.) Turn on the computer and repeatedly press the F11 key, about once every second, until Recovery Manager opens.
4.) Under I'd like to identify any problems, click on Run Computer Checkup.
5.) Now select the radial button next to Open a Command Prompt and then click on next.
6.) In the Command Prompt Windows please type and check the functionality of all the keys if not then it's for sure hardware issue. So contact HP Technical Support and get the keyboard replaced/repaired.
7.) If it works fine in Command Prompt then, try creating a different User Account with Administrator privilege and check the functionality of the keyboard.
8.) If nothing works out then please try system recovery(install Win7 OS) to set the NB back to its Factory Original settings.

Also, try running a keyboard test on your PC using the system diagnostics on your PC for trying out the steps.

Refer this article to know more information about running system diagnostics on your PC.

Refer this article to further troubleshoot keyboard issues with your laptop.

Please contact HP support for service options.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Hope to hear from you soon!

Have a great weekend ahead! 🙂

Please click "Accept as Solution" if you feel my post solved your issue, it will help others find the solution.

Click the "Kudos, Thumbs Up" on the bottom right to say "Thanks" for helping!

[otterlver]

I already tried the solution that HP suggested - uninstalling the keyboards yada yada yada - it  only works temporarilty. 

[A4Apollo]

@otterlver, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

Does the issue persist when you connect an external keyboard?

Did you run a system diagnostics test on your PC?

As you mentioned uninstalling the keyboard works only temporarily.

Please share the product number of your PC to assist you better.

Try updating the BIOS and chipset drivers on your PC and check if it helps.

You can update the drivers on your PC using HP support assistant.

Refer this article to know more information about using HP support assistant.

Hope to hear from you soon!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[otterlver]

An external keyboard works. That is how I am using the computer. I did a bios update it did not help. I don't have enough IT expertise to do much more. I purchased the computer expecting the keyboard yo work for longer than 1 month. The bottom line is I should not have to deal with this.HP should fix it or refund my money.

[Riddle_Decipher]

@otterlver

It looks like you were interacting with @A4Apollo, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I reviewed your concern and the entire conversation, did some research and here's what I recommend:

Contact HP to get your keyboard either repaired or replaced as everything recommended so far should have resolved the issue,

If it hasn't, it's clearly a hardware malfunction:

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" button for my efforts to help you.

Have a great day!

[otterlver]

I've tried to reach HP support but when I go to the page suggested below there is never a "Still need help option"  it just takes me in a gigantic circle of running me through a bunch of questions and asking me to do various troubleshooting manuvers some of which I've done and some which I simply can't understand. I should not need a special computer degree to get my computer to work properly or to navigate the help window or to simply get a hold of a contact number. 

[otterlver]

update: I've finally found a number and am now on hold.......

However I'm still not totally sure that I have the right number as this is the message:

"

When you call the HP support phone number, please give your case number to the agent.
Monday through Friday 8:00 a.m. to Midnight EST / Saturday through Sunday 9:00 a.m. to 9:00 p.m. EST (Excluding public holidays)

For hardware related issues like boot errors, power, display, sound, and accidental damage call 1-866-724-8600. Single incident diagnostic fees start at $59.99.
For virus, software, networking, internet connectivity, or system recovery, call our Smartfriend Team at 844-814-1800. Subscription plans start at $14.99 per month."

so it says when I call the HP support number - but does not clearly say what that number was. I've assumed that it is the  number later given, but that number is provided with a preceeding sentence that indicates it is only for specific issues which I'm not sure if my issue falls into that category. Also disturbing is it looks like they will want to charge me for getting thier product to work as it should....hummm, I'm not being filled with confidence and I've been on hold now for a good 15 min......

update: I'm now talking to the 5th person that I've been transfered too.... 

Yes they want to charge me for making my brand new computer work properly and blame me for it being beyond the return date - because I was troubleshooting the problem.  The lesson here is never troubleshoot a problem on a new computer - return it immediately. 

update: an hour in and being transfered to the 6th person.... this is laughably absurd.....

the last person was unable to help. They asked for proof of purchase. I sent them the reciept recieved from Amazon which clearly shows the date of purchase and that it was for the computer - but the invoice does not have the serial number on in [that apparently is not common] but it is what HP requires to stand by their product and move on to the next step in hopes of getting my brand new computer to work properly without being charged hundreds of dollars....I've requested this information from the seller but as it does not appear to be standard information provided on reciepts I have little faith that it will be provided and its starting to look like a built in fail to prevent HP from  taking responsibliity for its faulty product. 

[A4Apollo]

Hi! @otterlver,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any. 
You should be contacted within 4 business days (Excluding holidays & Weekends). 

Response times may vary by region. 
Please send a Private Message, if you aren’t contacted within 4-5 business days.

Regards

MrRobot

[otterlver]

I've received a survey about my HP support service -  that's not what I was expecting, but then my expectations from HP are pretty low right now.   HP needs to refund my money or make this computer work free of charge. I should also be compenstated for all the time I have wasted on this problem - again on a brand new computer. This is absurd!