Keyboard stops working

[AndrewJW]

Device is Pavillion 15cc0xx. With Windows 10 op sys. Fixed (non revable battery) 

Problem: no keyboard buttons work at all (in windows/office and also can't press f11 or escape during power up) 

Want to try hard reset.. But the HP video on this mentions after powering up "you will have option.. And use arrow keys the press ENTER to select start windows normally. 

But if the keyboard is still broken.. Then could il be left not being able to get beyond that screen... No windows / personal file access. 

Note: I can presently get past the password stage by using on screen password and work in windows by using another screen keyboard. 

Also. I note the HP videos for fixed/removable batteries are old 2014. So I can't find any specific on Pavillion 15cc hard reset.  Many posts here don't say which model was involved. Thanks. 

[Raj1788]

@AndrewJW

Welcome to the HP Support Community

Let's try the steps recommended below.

Turn off the computer and then restart it.
Press the Esc key repeatedly to see if a startup menu opens.
If a setup menu does not open, the integrated keyboard hardware is not working. The integrated keyboard in the notebook should be serviced or replaced. To continue using the notebook, connect a USB-wired keyboard to a USB port and restart the computer.
If a setup menu opens, use the arrow keys to navigate the menus. If these keys are working in the startup menu, but then fail when Windows loads, the problems might be related to the keyboard software.
Restart the computer.
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.

Refer to this document: https://support.hp.com/ca-en/document/c03738933 for Keyboard Troubleshooting.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[AndrewJW · Accepted solution]

This standard response didn't really address the problems of NO Keys working... Can't press escape!

Problem was resolved by updating Bios. 

Better solution steps for keyboard not working might be (in order of least disruprution)... [Remember the onscreen keyboards can be used to enter passwords etc]

1. Delete keyboard driver and restart computer (new driver should automatically install)

If not successful ..

2.  Update Bios (YouTube videos give the procedure) ...actually I couldn't do this myself but HP service center did it (for free despite out of warranty).

If not successful.. 

3. Reinstall windows using recovery option of windows (personal files can be kept.. If that option is selected)

If not successful.. 

4. Hard reset (keep files? ) and finally factory reset (lose files?). I never found concise instructions for doing it on my exact model.. Which had a fixed battery. Many people in this forum seemed to have success with this procedure.

After that, I guess you're gonna have to pay for keyboard servicing or renewal 😞  

[Raj1788]

@AndrewJW

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution!

Give us some reinforcement by clicking the Accepted Solution buttons on your post, that'll help us and others see that we've got 

Take care now and do have a great week ahead.

:)Cheers:)