New HP Envy keyboard randomly stops working

[AR2024]

I have had exactly the same problem, and HP was useless helping me fix it.  I went through all the steps, including a hard reset of the system.  They gave up and sent me a new Envy (which took weeks), but it has the same problem.  I'd really rather not get back into it with HP customer service.  Any updates on a fix?

[AR2024]

Let me add that I have been able to reproduce this problem very quickly in Excel.  Use the arrow keys to scroll left or right and within 1-2 minutes, the keyboard will freeze.  I can use the virtual keyboard still, and the mouse pad is unaffected.  But to use the normal keyboard, I have to restart.

[MBueckert]

The HP rep I chatted with today told me it's caused by a power build-up in the motherboard.  When I did a hard reset of my computer, there was a CMOS issue during start-up.  It reset to default and now seems to be working again.  How frustrating!  Apparently it is a common issue with this model, but their only suggestion is to do a hard reset whenever it happens.  

[DD241]

I have had the same issue on a new HP Envy 17t-cw000 that was purchased a little over 3 months ago.  It has happened 5+ times.  It has happened often when using Excel so perhaps the arrow keys trigger it like others have said.  I usually try to close out of all windows and save files if I can with the track pad and then use the start menu to restart the device.  It is important to hit restart and not power off because restarting seems to refresh the keyboard so it works, but if you select shut down instead,  the power key might not work to turn it back on unless you do the thing where you hold it down for a really long time.   I connected with support remotely throough HP chat.  They took over my device and had me run a keyboard diagnostic test where you touch all the keys so they turn green.  They said my keyboard failed, but I think it actually failed because the keyboard in the test didn't exactly match my keyboard.  The support staff then updated the following: "Intel Human Interface Device filter driver" released July 2023 and Western Digital SSD Firmware Update released Jan 2024.    I then had to redo the keyboard test.   The keyboard shown on the screen (middle layout option) had an insert key where I had a print screen key so I couldn't press it to make it turn green.  The support staff was ready to say my device needed to be picked up.  I figured out that if I pressed the "number lock + zero on the number pad" keys that that is an insert key.   That allowed my keyboard to pass the test.   It seems like this diagnostic test is more to see if individual keys don't work.  The problem we are all having is that the entire keyboard becomes unresponsive so I am not sure if this diagnostic test actually does anything for you after you have already restarted your computer to get it to work again.    ....so now I am just going to cross my fingers and see if is happens again after these updates.   I do like this laptop other than this issue so hopefully they fix this.  I did mention to the support staff that there is a message thread about this that they might want to reply to.

[TerTer1]

Yes, I've had this problem too. It began just a week or two after I purchased it.  Went through HP tech support who ran something but it did not solve it.  I simply gave up and opt to turn off/on the laptop to get the keyboard to come back.  Clearly a product defect HP is not owning up to.  I think the HP support staff simply do not have a solution.  Unacceptable in my opinion for the price tag. 

[Rnightv]

Same issue with new device 3/6/24. Bought two laptops,  exactly the same. I  just started my wife's  today to see if that also has same issue.  Defintately seems tied to the directional arrows as it reoccurs often while in word and scrolling or moving to different lines. Tried  multiple fxes including factory reset with no change.  Online support tried twice with no luck either.  Sadly my confidence in a fix so far is not High after reading these posts.  Gonna have to call HP in the am.

[keyboredprobs]

As with everyone else in this thread, I'm having the exact same issue with my HP Envy 17t-cw000. It has actually happened 3 times today within 3 hours and at this point, I have no idea what to do. Unfortunately, I'm out of the country until June, so I can't even get a replacement keyboard or laptop. Does anyone else have any updates on their process either dealing with HP customer service or fixing the issue?

[B-T-L]

Glad to find this discussion.

Have same problem. Did the updates. Have been rebooting. Didn't have time to address it until now.

To better diagnose if the down key might be the problem, there are two key pads with a down arrow:  the 4-key (up, down, right, left) and the numerical keypad (0-9). I have only used the 4-key, never the 10 key. If other people have the problem ond only use the 10 key then it's probably not the down arrow.

Has anyone been successful getting this fixed by getting a replacement?

Anyone given a refund by HP , not by a retailer. I bought mine direct.

Thanks 

[Estebanicho]

This has happened to me twice in the last month, since I started using the laptop. My machine is HP ENVY 16 inch Laptop PC 16-h1000 (Product number: 7Z0P3UA#ABA). The machine was purchased at Best Buy.

I can confirm this happens when using the arrow keys. Today, it happened while holding down an arrow key for a couple of seconds while scrolling inside a spreadsheet. Individual key presses (e.g., when moving from one cell to the next) don't seem to trigger the issue, as far as I can tell.

[Jane2011]

Same problem. Keyboard freezes up on new Envy.  Had an Elite for 12 years with never a problem. What's up with this, loosing many hours of worktime trying to fix this!