Keyboard not working when connected to wifi, but works fine when airplane mode is on.

[Ralph0077]

I have an HP Envy M6 TouchSmart and my laptop keyboard does not work when WiFi is ON, and only works when it is in AirPlane Mode.  I was able to get an external keyboard to work just fine.  I completely wiped the drive and installed Windows 10, installed all Windows Updates, and installed the HP Assistant and downloaded drivers and updates there, but the laptop keyboard only works in AirPlane Mode, and does not work when WiFi is on.

I have uninstalled the HID keyboard, the WiFi card, updated drivers, and none of this worked.  Any suggestions on resolving this issue.  I can't walk around with an external keyboard and the touchscreen keyboard does not open correctly.

What recommendations do you have for resolving?  I was thinking about replacing the keyboard, but it seems to work just fine... all the keys, when WiFi is disable or turned off and the PC is in AirPlane Mode.  

In need of a fix!

[A4Apollo]

Hi! @Ralph0077, Welcome to HP forums.

I understand when you turn on wireless on your PC. You have issues using the keyboard on your PC.

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?

As you mentioned when you turn on wireless on your PC you have issues using the keyboard on your PC.

Also, as you mentioned even after performing a factory reset on your PC the issue still persists.

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 to set the NB back to its Factory Original settings.

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

If the issue still persists after trying out the steps it is a hardware issue with the wireless card on your laptop.

Please contact HP support and get the service options.

Link to contact HP.

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

Let me know how it goes!

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!

[Ralph0077]

I completed the keyboard removal and install and that did not resolve the issue.  The external keyboard does work, but eventually stops working... I'm guessing after about an 30 minutes to an hour.  

I did confirm that all keys on the laptop keyboard worked in the cmd window as well as in airplane mode in Notepad.  Following one of the reboots to update the keyboard drivers, the equals (=) sign was scrolling as if it was stuck... I switched between airplane mode and Wifi, and it stopped and did not recur.  Switching between the two modes seems to help also when the external keyboard stops working.

My theory is that the issue is not actually a keyboard issue.. but a WiFi driver issue.  I am using Win 10 Home and I believe I have the Qualcom Atheros QCA9565 802.11 b|g|n WiFi Adapter.  I will try to uninstall it and reinstall it, and then find the native driver for that hardware.  If you can send me the HP recommended driver via a link, that would be greatly appreciated.

Also, can you send instructions on updating the BIOS... never did that before but saw it as a suggestion on another post... if the WiFi driver does not resolve it.  Thanks and I am awaiting your response.

[Ralph0077]

I was able to confirm that the issue is with the WiFi Adapter, not the keyboard, though I have a few keys on the keyboard having issues.

First... I connected directly to an Ethernet connection and was able to connect to the internet and use the keyboard without any issues all day long, it continued to work.  The B, N, and 7 keys (7 on 10 key only) all displayed double key strokes though when typing.  The following is what they did... b=bg, n=nh, 7=78.  When I turned on WiFi, the laptop keyboard became disabled again and I could only use an external keypboard.  The touchscreen virtual keyboard also worked for the first time when connected to the Ethernet connection as well, which did not work when connected to WiFi.

Any suggestions on resolving the WiFi issue that is creating my keyboard issue?  I will be rebooting later today to see if the keyboard issue goes away or the key problem changes.  I will also test the keyboard issue with an external keyboard to see if it only happens with the laptop keyboard.  If so, I will see about disconnected and reconnecting or replacing the keyboard altogether.  Please advise.

[DavidSMP]

HI @Ralph0077,

I read the post. Thanks for the response. If you've tried all the steps from the previous post and the issue persists, then please contact Hp phone support in this regard for further assistance. As @A4Apollo is out for the day, I am responding on his behalf. Your time and efforts are greatly appreciated. Kudos to you for that. 🙂

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Ralph0077]

I don't have the system with me so I will have to reach out later this afternoon or tomorrow for assistance.

Thanks,

Ralph

[DavidSMP]

Hi @Ralph0077,

Thanks for the response. It has been an amazing experience to work with you and a genuine pleasure to share this platform with you.

Please contact Support and let me know the outcome. I hope things work great for you.

. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. stay healthy and smile big 🙂

Cheers!

[Gourav123]

Hello. I am facing the exact same problem with my hp laptop. Please let me know if there is any solution found.

Thanks in advance 🙂