Keyboard test failed after hardware diagnostics

[jtr20]

Hi,

After doing an hardware diagnostics test, I get the error dat my keyboard test has failed. This is a brand new keyboard just out of the box. Both shift keys are not working. Every other keys work without any issues.

Failure ID is: 6ap36j-c4qc9f-mfgh6j-g5jc03

Product ID: 7b626av

Any ideas on what I could do? I have already googled en tried different troubleshooting options like uninstalling the driver, checking the filter keys etc etc. but with no positive results.

Any advice?

[resistencia]

Hi @jtr20 

Run an out-of-windows diagnostic of the keyboard to see if it is the windows configuration that is the issue. When you turn on the device press the F2 key several times, in diagnostics select the keyboard and do the test to see if it gives the same error.

[jtr20]

That is exactly what I have done where I got that error from.

[resistencia]

umm so I'm afraid the tech side is damaged, when you changed the keyboard to the notebook did you use the original keyboard part number or did you put a compatible one?

[jtr20]

My colleague ordered and asked me to replace is. The original one is an QWERTZ keyboard and the replacement is an QWERTY keyboard. But the strange thing is that I have two exactly same laptops where I had to do the replacement and on the other laptop everything works fine without any issues.

on this laptop also, but just the shift keys are not working. So I can't use capital letters with shift, only with caps lock. And I can't add any simbols above the numbers. That is the main issue

[resistencia]

I don't know the model of the notebook, I don't know the part number of the keyboard you probably put in, there are many factors that indicate that you are not using a keyboard that is compatible with your notebook.

[jtr20]

it's an Z Book model and I don't notice any difference in the part numbers.  I don't know if it might be something with an software issue? Because it's literally only the shift keys that are not working

[resistencia]

There are thousands of Zbook models, with different keyboard and parts, what is your model and part number, you are looking for help you should give as much information as possible,

[jtr20]

the serial number is: 5CG4175961

HP ZBook Fury 16 G10 Mobile Workstation PC

[resistencia]

See page 89 of manual Servicie , compare the part number of the keyboard you purchased with the ones there if it does not match it is not the keyboard for your model.

Maintenance and Service Guide