Laptop keyboard and mousepad acting up even after hard reset and update

[Izzyro91]

I was midst gaming (the sims 4) when all of a sudden my keyboard went haywire. In the game it appeared as if I had pressed a bunch of keys which made my sims spin in a loop. I was able to exit the game even though ctrl alt delete did not function or bring up the task manager but as soon as I got to the normal screen I realised that although my touchpad was still semi functional my keyboard was not working.

i looked online for answers and was advised to update my bios, delete the keyboard in device manager and restart my laptop, update windows to version 1903, and i even did a hard reset keeping only personal files. i also updating everything recommended by HP Assistant and did notice i got a few errors about radeon settings but i reinstalled and updated this with everything else and still continued getting an error. I'm still not able to use my keyboard eventhough it retains some function it starts acting up if I'm typing by outputting the following characters at random :

zcvx<m?>zcvx<m?>  zcvx,m?>1zcvx,?> >zcvx<m? }zcvxm?>

When i switch to tablet mode im still able to use the on screen keyboard but that also seems to act up. I'm at a loss about what is happening and frankly after spending £1600 for this laptop less then a year ago this is extremely frustrating. Any idea on what can be happening or should i send it in for repair/replace?

[Kumar0307]

@Izzyro91, Welcome to the HP Support Community!

Have you tried connecting an external keyboard and a mouse and check if the issue persists?

Let us try to run a hardware test

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. Perform Component Test > keyboard and mouse. Share the result.

Keep me posted for further assistance.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Izzyro91]

Hi, thanks for the reply. I might have to get my hands on an external keyboard to try and see if I’m still getting the issue, I’ll let you know as soon as I’ve tried that but at the moment I can’t run a hardware test, at least not if I’m reliant on pressing on any buttons on my keyboard. I’ve tried to enter F11 or ESC to access the command prompt (in recovery mode or whatever the pre start up/safe mode menu is called) to test the keyboard there but so far my computer just restarts and doesn’t acknowledge my persistent pressing ESC or F11. I’m suspecting that it’s cause most keys are unresponsive or respond incorrectly which defeats the purpose of trying anything where I’m reliant on that unfortunately. Its gotten to the point where I’m seriously contemplating taking it into the HP store and asking them to sort it out. I’m not completely clueless about laptops but frankly the way my laptop is spazzing out has me very concerned about what could be going on with it, especially since it’s less then a year old and so expensive. Have you heard of an issue like this before ??

[Kumar0307]

@Izzyro91

That's unfortunate. This seems like a hardware issue with the PC. Please contact our HP Support team for Service Options:

1) Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Izzyro91]

 

 

 

Hi,

I’m in the process of speaking to someone else from HP and they suggested holding power button for 20secs and I’ve done this previously but as usual it gave me a moments of grace with a functioning keyboard again. I manage to run the components test and it seems like everything passed and I’ve attached the pictures of the report (I ran a fast and quick systems check as well). I was waiting for the usual to happen and after 20 or so minutes of being on my computer it crashed again and I’ve attached a photo of what happens whenever it does this. Usually shortly before or after it crashes is when I start getting issues with my mouse and keyboard. Again I’m stumped by why this is happening. At the moment the keyboard is still holding up despite the crash so I have a window of opportunity to run any further tests. 

Let me know if you have any further suggestions. 

Thanks 

Izzy

[Kumar0307]

@Izzyro91

Since the hardware test passed, try creating a new user account to check if the issue persists.

Refer to this document to know how.

If the issue occurs in the new user account, we will have to perform a System Recovery. Refer to this document to know how.

Note: Make sure to back up your data before performing the recovery.

Keep me posted.