My esc key isn't working

[EmilyMH]

Hello, I'm on a refurbished HP Notebook - 14-ac112la (ENERGY STAR) laptop and my keyboard's Esc key stopped working correctly. I have followed all the troubleshooting steps.

[Echo_Lake]

@EmilyMH

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  
Use HP PC Hardware Diagnostics to complete functional test of the keyboard and identify any problems with the hardware.

1. Download the latest version of HP PC Hardware Diagnostics.

2. In Windows, search for and right-click HP PC Hardware Diagnostics for Windows, and then select Run as administrator.

   

3. Click Component Tests, click Input Devices, and then select the Keyboard Test.

   

4. Click Run once to begin the test.

   The test ends when you complete the tasks or after 3 minutes.

For more information about using the HP PC Hardware Diagnostics for Windows, go to HP PCs - Testing for Hardware Failures.
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[EmilyMH]

I have already run the app and it has proven then my ESC key is inoperable.

[Echo_Lake]

@EmilyMH

Thank you for posting back. 
 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the keyboard and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​
 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.