Keyboard problem

[AMD31]

Hi HP Community,

I'm reaching out because I'm really disappointed with my HP Victus laptop and I'm hoping someone from HP or the community can help me find a fair solution.

Product: Victus by HP 16.1 inch Gaming Laptop PC 16-s0000 (Product number: 76T54AV)
Purchase date: September 11, 2024
Price paid: over €1,300

After only 14 months of normal, careful use, the S and X keys have started failing intermittently. Some days they work, some days they don't. No liquid damage, no drops, no physical impact — just regular daily use for gaming and work.

HP's own built-in diagnostic tool has confirmed a hardware defect on the keyboard. This is not a software issue, not user error — it's a manufacturing or quality defect, confirmed by HP's own tools.

When I contacted HP Support, I was offered a paid repair for €239. I was truly shocked. A keyboard failing after just over a year on a premium €1,300+ gaming laptop is simply not acceptable. The S and X keys are among the most critical keys for any PC gamer. This defect makes the laptop practically unusable for the very purpose it was sold for.

I trusted HP's reputation when I made this investment. I didn't expect to be paying €239 for a hardware repair on a 14-month-old flagship gaming laptop.

Has anyone else with a Victus 16 experienced intermittent key failures this early? Has anyone managed to get HP to take responsibility and cover this kind of defect?

Any help or support from the HP team would be greatly appreciated.

Thank you.

[Jerry_57]

Hi @AMD31,

Welcome to the HP Support Community.

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

For your Victus by HP 16.1-inch Gaming Laptop PC 16-s0000, the provided HP document only covers one specific keyboard issue: when the Windows key does not work.
 

For supported Victus 16-s0000 models, HP says to check whether the Windows key lock is enabled. The lock icon is on F10 or F12, depending on the model:
 

• If Action Key Mode is enabled, press Fn + F10 or Fn + F12
   
• If Hotkey Mode is enabled, press F10 or F12

This applies only if the Windows key is the only key not functioning.

Since you reported the S and X keys failing intermittently, the provided sources do not include a confirmed HP fix or warranty outcome for that specific problem.

I hope this will help.

 

Take care and have a good day.

[AMD31]

Is this an AI-generated response? I hope so.

[Jerry_57]

Hi @AMD31,

No, it is not an AI-generated response.

[AMD31]

I mentioned a problem with the "S" and "X" keys, and you described a method for resolving a Windows key lock issue…

[Jerry_57]

Thank you for your response.

May I know if these S and X keys are hard to press?

Have you checked with an external keyboard?

To run a hardware test on your HP laptop keyboard using the built-in UEFI diagnostics, you can bypass Windows and test the keys directly.
 

Follow these steps to access and run the test: 
 

1. Access the Startup Menu: Turn off your computer completely. Turn it back on and immediately tap the Esc key repeatedly until the Startup Menu appears.
    
2. Open UEFI Diagnostics: Press F2 to enter "System Diagnostics" (also known as HP PC Hardware Diagnostics UEFI).
    
3. Locate the Keyboard Test: From the main menu, click on Component Tests. Scroll through the list and select Keyboard.
    
4. Run the Test: Click Run Once. You will be prompted to select the number of Windows keys on your keyboard (usually 1 or 2).
    
5. Press the Keys: Follow the on-screen instructions and press every key on your keyboard—including Function keys (Fn + F1 to F12) and Control key combinations.
   
   Keep us posted.
    

[AMD31]

The "S" and "X" keys are easy to press, like all the others. The external keyboard works. I ran a diagnostic and it indicates that there is most likely a hardware problem.

[Jerry_57]

Kindly share the test result with us in a private message.

Please help us by providing the Product serial number or product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

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