PROBLEM WITH KEYBOARD

[meliasani]

IMPORTANT!!

I just bought this envy x360 in shweiz and i see on my keyboard i have 2 keys dont work until i press it twice.

I googled it and saw some says "dead key" something 

Please help because this is soo anoying

Thanks 

[A_Gayathri]

Hi @meliasani ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you're experiencing an issue where some keys on your HP Envy x360 laptop are not responding properly unless pressed twice. This could be related to "dead keys," keyboard settings, driver issues, or even hardware malfunctions.

Please try the following Troubleshoots steps. 

1.    Turn off the Unit.

2.    Disconnect the AC adapter.

3.    Remove any discs from the disc drive.

4.    Remove memory cards from the card reader slot.

5.    Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

6.    Disconnect the AC adapter press and hold the power button for approximately 15 seconds.

7.    Reconnect the AC adapter, and then turn on the computer.

Step 2

Turn off the unit and please press and hold the Windows key + letter B key and the power button together for 30 seconds after 30 seconds, 1st release the power button but keep holding the Windows key and B key for ten more seconds and then release these two keys If done correctly, you will see the display flashing once. Please attempt it thrice as this step and Restart the unit

Step3

The unit has to be turned off, Press Win+ V while holding these two keys then Press the Power button, continue to hold all three keys for 30 seconds and then release the Power button first and then release these two keys Please attempt it thrice  and then you may get a Pop-Up CMOS Check and it will restart the unit 

Even if you don't get a Pop-up restart the unit manually after 3 attempts.

To assist better:

• Was there any recent update on the PC?
• Are all the drivers on HP Support Assistant up to date?
• If not please follow the document to update the drivers: HP PCs - How to Download, Install, and Use HP Support Assistant (Windows)

While you respond to that please try the below steps:

Uninstall drivers on Device Manager

1 Open device manage to Uninstall drivers on Device Manager

2. Open Start.

3. Search for Device Manager and click the top result to open the app.

4. Expand the category with the device driver to remove.

5. Right-click the keyboard device and select the Uninstall device option.

6. Click the Uninstall button. Once you complete the steps, the driver will be entirely removed from the computer.

Restart the unit
 

Here are a few troubleshooting steps to help resolve the issue:
 

1. Check Keyboard Language Settings

If your keyboard layout is incorrectly set, it might cause problems with keypresses.

• Go to Settings > Time & Language > Language.
• Ensure that the correct keyboard layout (e.g., Swiss, if that's where you bought it) is selected.
• You can also add another layout and test whether the issue persists.

2. Check for Sticky or Filter Keys

Sometimes, accessibility settings can cause unintentional delays in keyboard response.

• Go to Settings > Ease of Access > Keyboard.
• Ensure that Sticky Keys, Filter Keys, and Toggle Keys are all turned off.

3. Update or Reinstall Keyboard Driver

Outdated or corrupted drivers might cause key response issues.

• Right-click on the Start menu and select Device Manager.
• Expand the Keyboards section.
• Right-click your keyboard device and choose Update driver. If that doesn't fix the problem, you can try Uninstall and restart your laptop (Windows will automatically reinstall the driver).

4. Check for BIOS and Windows Updates

Sometimes BIOS or system updates fix hardware-related issues.

• Go to HP Support and check for any BIOS updates for your HP Envy x360 (8Z967AV).
• Check for Windows Updates by going to Settings > Windows Update and making sure everything is up to date.

5. Test the Keyboard in Safe Mode

To rule out software issues, boot your laptop into Safe Mode:

• Go to Settings > Update & Security > Recovery.
• Under Advanced startup, select Restart now.
• After restarting, go to Troubleshoot > Advanced options > Startup Settings and choose Safe Mode.

Test your keyboard in Safe Mode to see if the problem still occurs. If it works fine in Safe Mode, there could be a software conflict in the standard environment.
 

6. Hardware Issue?

If none of the above solutions work, the issue may be hardware-related (e.g., faulty keyboard connection, manufacturing defect)
Please run the hardware test please follow the steps mentioned in this document: HP PCs - Testing for hardware failures in Windows 10

Refer to this document: HP Notebook PCs - Keyboard troubleshooting (Windows)

How to Troubleshoot a Keyboard in Windows 11 for HP Notebooks | HP Support
 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[meliasani]

Hello 

Thank you for your response

I just did it as you told reseted on CMOS and it is the same.

Then i added the enlish keyboard language it worked correctly.

That means the problem is in swiss keyboard language wich i must use as daily.

Can u help me fix that

[A_Gayathri]

Hi @meliasani,

Welcome to The HP Support Community.  

Thank you for your help

The issue is related to the Swiss keyboard layout. Let's go through a few steps to troubleshoot and fix the problem with your Swiss keyboard:

1. Re-add the Swiss Keyboard Language

• Remove the Swiss keyboard language and add it again to reset its configuration:
  1. Open Settings → Time & Language → Language & Region.
  2. Scroll to Preferred languages, find Swiss (or the specific Swiss layout you're using).
  3. Remove it, then add the Swiss keyboard back by clicking Add a language.
  4. Choose Swiss and the appropriate variation of the keyboard (e.g., Swiss German or Swiss French).

2. Check Keyboard Layout Settings

Make sure the Swiss layout is selected correctly:

1. Go to Settings → Time & Language → Language & Region.
2. Under Preferred languages, click on Swiss (or the specific variation).
3. Click on Options, and under Keyboards, make sure Swiss is selected.
4. Remove any additional layouts that might conflict.

3. Change Keyboard Layout via Shortcuts

Sometimes the layout can change due to keyboard shortcuts. Disable unnecessary input switching shortcuts:

1. Open Settings → Time & Language → Typing → Advanced keyboard settings.
2. Under Input language hot keys, click Language bar options.
3. Go to the Advanced Key Settings tab and make sure Switch input language is set to None, or choose the correct shortcut to switch to the Swiss keyboard layout.

4. Update Keyboard Drivers

• Check if the keyboard driver is up-to-date, especially if the issue is hardware-specific.
  1. Press Windows + X and select Device Manager.
  2. Find Keyboards and expand the list.
  3. Right-click your keyboard and select Update driver.
  4. Choose Search automatically for drivers.

5. Test the Swiss Keyboard in Different Apps

• Open Notepad, Word, or any text editor, and test the keys to see if the issue persists across different applications.

6. Language Preferences

• Ensure that your preferred language settings prioritize Swiss as the default:
  1. In Settings → Time & Language → Language & Region, move Swiss to the top of the list.

7. Check for Windows Updates

• Ensure your Windows is fully up to date. Keyboard and language settings can be affected by system updates.
  1. Go to Settings → Update & Security → Windows Update.
  2. Check for updates and install any pending updates.

Let me know how it goes after trying these!

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[meliasani]

hey im sorry havent told you yet.

i have been very busy and i havent got time.

i just checked all the steps above and it is the same.

while trying i noticed the ] key is working with shift andt ALT GR normally but not ^ this key, it needs double press with both shift and alt gr

thank for your support

[A_Gayathri]

Hi @meliasani ,

Welcome to The HP Support Community.  

Thank you for your response

No problem at all—I'm glad you could take the time to check things out. It sounds like the ] key is mostly responsive, but there's an issue with the ^ key, especially when you use it with Shift and Alt Gr, requiring double presses. This could be a setting or software issue, especially if the keyboard layout or input method settings aren't fully aligned with your hardware.

Here are a few things to try to resolve the issue:

Check Keyboard Language and Layout:

• Go to Settings > Time & Language > Language & Region in Windows.
• Ensure your language and keyboard layout match your physical keyboard. If they don’t, try switching to the correct layout.

Sticky Keys and Filter Keys:

• Sometimes, accessibility settings can cause key press issues.
• Go to Settings > Accessibility > Keyboard and make sure Sticky Keys and Filter Keys are turned off.

Keyboard Driver Update:

• Open Device Manager, find Keyboards and right-click to update the driver. This can refresh the keyboard configuration and might resolve software conflicts.

Keyboard Layout Shortcut:

• If you've accidentally switched layouts using a shortcut (e.g., Alt + Shift or Windows + Space), try pressing these shortcuts again to cycle back to your usual layout.

Let me know if any of these steps help improve the key’s response!

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.