Keys '9', 'o', 'L', '.' do not work

[duygu1]

Hello,

I have HP Spectre x360 Convertible 13 and I got it last September so it's fairly new. I had other issues upon buying this laptop, I have found a solution for all others but this one persists. So about a month ago, out of nowhere, keys  '9', 'o', 'L', '.' stopped working. I have Swedish keyboard layout so I can say they are almost on the same line. But I can also say with all certainty, no liquid has been dropped. Also, keys f9, f10, f11 and f12 do not work. But I am not sure if this has happened at the same time or later as I don't really use these keys, I had just noticed that they don't work either. Sometimes they start working all normal for a while, especially if I uninstalled drivers (not always) but most of the time, they don't. And ofc, I am not sure if this is a hardware issue, I am hoping it is not.

What can I do, what shoud I try before taking it to the service? Any help would be appreciated. It's quite annoying to have a brand-new laptop with endless issues.

[The_Fossette]

@duygu1

I reviewed your post and I understand that the keyboard is not working on the computer.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you run a keyboard test following the steps in the below article to make sure whether it is hardware or a software issue.

https://support.hp.com/in-en/document/c03467259

If the keyboard test pass, then uninstall the keyboard driver from device manager and then restart the computer and check.

Here is how it is done.

1. Type "Device Manager" into the search field to open the device manager console.
2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[duygu1]

Hi,

Thanks for the help. I have ran the both fast and extensive tests and it all passed. However, I don't think they include any keyboard test? At least there isn't any mention of it. But then I ran the keyboard test from the component tests and it failed as it should because like I said, some keys just don't work at all. And it doesn't really give me any solution. This is what it says:

 

I should add here again, laptop wasn't damaged. No liquid, no fall or nothing similar. It just stopped working one day.

I have done uninstalling drivers many times before. Sometimes after a restart those keys start working for a while but then stop again. Sometimes, nothing happens after uninstalling the drivers. 

Thanks!

[The_Fossette]

@duygu1

I recommend you contact support as it looks like a hardware issue and they will assist you with the available service options for your computer.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe