Problems with the keyboard

[Benny27]

Yesterday the keyboard of my laptop stopped working right after plugging in my One By Wacom (don't know whether this is important or is just a coincidence). The behaviour of the keyboard now is very random: some of the keys are working properly, others work as another key or as if I was pressing double keys (eg pressing "y" results in "+y") and others are not working at all. I've already checked that the language of the keyboard is correct and I've also tried to reinstall the keyboard drivers (by going into the device manager) but without success. Do you have any suggestions on how to fix this issue? Do you think it's a hardware or software problem? 

[praveen196]

@Benny27 Welcome to HP Community!

I understand that you are facing issues with the keyboard.

Have you tried to update the BIOS?

If not, please update the BIOS.

Please perform the system file check.

1) Select Start, and in the search box, enter Command Prompt. Press and hold (or right-click) Command Prompt (Desktop app) from the search results and select Run as administrator. 

2) Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the spaces before each "/"). 

3) Enter sfc /scannow (note the space between "sfc" and "/"). 

Also, check for the windows update.

Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Benny27]

Sorry for the late reply, but I didn't notice at all your answer.

I did everything you suggested and the keyboard still doesn't work properly. Nonetheless the keyboard works a little bit better as some keys (just a few) that were dead are now working and there is no more the issue of keys typing multiple letters. Moreover, when I ran the sfc /scannow, something wrong was detected and fixed (at least I think so because after a second run, nothing wrong was detected again).

I also ran the HP Hardware Diagnostics, through HP support assistant, to test the keyboard and it gave me the following error: 9BV5B9-9J8A6V-MFPXG1-G1MQ13

Thank you in advance for you help!

[Riddle_Decipher · Accepted solution]

@Benny27 Thank you for responding with the details, I've managed to decipher the failure ID and it represents code - 806 (keyboard failure) and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.