HP Envy 360 laptop keyboard stops working

[GreenHatGuy]

I have a similar problem.  x360 13.3" 13-bf0025TU

Sometimes after leaving tablet mode the keyboard doesn't work correctly.  Some keys work but most don't.  The touchpad works, though.

Tried updating all drivers including the BIOS update.  Problem still there.  Only thing that solves it is a reboot, but that is getting really annoying.

[sandytechy20]

@GreenHatGuy 

Welcome to the HP support community.

I understand that your notebook gets stuck in tablet mode, I am glad to assist you.

Update the Bios, chipset, and drivers using HP Support Assistant.

Download and run the HP Support Assistant from this Link: Click here

• HPSA will automatically search for all the latest drivers for your Notebook
• Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
• 
• Click Check for updates and messages to scan for new updates.
• 
• Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
• Click the update name for a description, version number, and file size.
• Select the box next to any updates you want to install, and then click Download and install.

Also, ensure Windows is up to date.

• Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[GreenHatGuy]

Thanks for the reply!  Unfortunately it didn't help us..

Some clarifications:

• The laptop does come out of tablet mode.  We know because the UI changes and the onscreen keyboard disappears, etc.  The problem is that after doing so the keyboard doesn't work properly.  Sometimes some keys work, or work only when pressed after pressing another key, but most keys don't work at all.  Sometimes everything works fine.  The trackpad always works after exiting tablet mode
• We previously applied all the updates from the HP support assistant and Windows update.  This didn't make any difference.
• Restarting the laptop does fix the problem, but only until using tablet mode again.  Switching back into tablet mode and out again sometimes fixes it, sometimes doesn't.
• These problems have existed since we got the laptop.

Should we be sending this one back?

Thanks!

[sandytechy20]

@GreenHatGuy 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.