SPACE BAR DOES NOT WORK

[Determined1]

THE SPACE BAR NO LONGER FUNCTIONS PROPERLY. I DO NOT BELIEVE IT IS PHYSICALLY STUCK, BUT POSSIBLY "REMAPPED." IF I ACTIVATE CAPS LOCK, THEN THE SPACE BAR WORKS.

THIS MAKES IT IMPOSSIBLE TO TYPE NORMALLY, BECAUSE I CAN NOT CREATE A SPACE BETWEEN WORDS TYPED IN LOWER CASE OR USE PUNCTUATION (ONLY IF I TYPE IN ALL CAPS AS WITH THIS MESSAGE).

I HAVE RUN MULTIPLE SCANS USING MALWARE BYTES AND NORTON AND NEITHER INDICATE ANY VIRUS.  I WOULD GREATLY APPRECIATE ANY ASSISTANCE YOU CAN PROVIDE!

[DavidSMP]

Hi @Determined1,

Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with the keyboard where spacebar key does not work. It only works only when the caps lock is turned on. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

For better clarity and to assist you correctly, I would require more information regarding this:

• Did this happen after a recent software or windows update?
• Did you try with an external USB keyboard and check if it works correctly?
• Did you try multiple apps like Word, Notepad, WordPad and check if the issue persists?
• Did you uninstall the keyboard driver from device manager and check again?
• Please let me know the complete model# of the computer to assist you better.

For now, please try these steps:

Please uninstall the keyboard drivers and check again.

• Right-Click on start button> click device manager> expand Keyboards>
• Select the keyboard drivers that are listed and right-click on it and uninstall the drivers.
• Then restart the computer and update the bios and chipset drivers from http://hp.care/2syreDe select the country and type the product# of the computer. Then select the correct operating system and follow the on-screen instructions,

This should fix the issue for you.

• If it does not please try a system restore to an earlier time from this link: http://hp.care/2tdPpID before the issue with the space bar started. Perform the instructions in the option “Restore your computer when Windows starts normally”
• This should do the trick for you.
• If the problem persists, then create a new user account as an administrator from this link: http://hp.care/2rZfJBC  and check if the issue gets resolved.

If the problem continues, try with an external USB keyboard and check again.

Now at this point, we need isolate the issue to not being a hardware failure.

We need to check outside of windows in the command prompt is the issue continues. If it does, then it is a hardware issue with the keyboard and it needs to be replaced by contacting HP phone support.

• Power down the unit. When you power it back up, immediately tap the F11 key gently several times.
• It takes you to recovery manager. Here please select the option “Troubleshoot”. Then please select “Advanced options “ and “command prompt”
• Type all the keyboard characters in this black window especially the keys that do not work correctly. (spacebar key)
• Check if the spacebar key works here without turning on the caps lock key.
• If it does not then the keyboard is faulty and needs to be replaced.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If F11 does not take you to recovery manager, please keep tapping the “ESC” gently several times the instant you power on the unit. It takes you to the startup menu and you could press F11 from there to go to recovery manager

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

[Determined1]

THANK YOU FOR THE KIND WORDS, THEY ARE APPRECIATED!  

PLEASE NOTE THE FOLLOWING INFO:

• Did this happen after a recent software or windows update?   NO. THE ONLY CHANGE TO MY COMPUTER WAS MY POWER CORD FAILED EARLIER THIS WEEK AND I AM USING A NEW ONE.
• Did you try with an external USB keyboard and check if it works correctly?  NOT YET (I NEED TO BUY ONE)
• Did you try multiple apps like Word, Notepad, WordPad and check if the issue persists?  YES. SAME PROBLEM THERE.
• Did you uninstall the keyboard driver from device manager and check again?  YES. I UPDATED THE DRIVERS PER YOUR SUGGESTION. THIS DID NOT FIX THE PROBLEM.
• Please let me know the complete model# of the computer to assist you better.

THE MODEL NUMBER FOR MY HP PAVILION LAPTOP IS 17-e019dx.

I TRIED SYSTEM RESTORE AND THIS DID NOT FIX THE PROBLEM.

I ALSO STARTED UP THE COMPUTER USING "F11" AND TROUBLESHOOT, TAKING ME TO THE COMMAND PROMPT.

THE SPACE BAR WILL NOT WORK THERE EITHER, WITH THE SAME EXCEPTION - IF I ACTIVATE THE CAPS LOCK, THE SPACE BAR WORKS, AS IT DOES IN TYPING THIS MESSAGE.  IT SEEMS ODD TO ME THAT THE SPACE BAR "WORKS" IN THIS MANNER BUT NOT OTHERWISE. WOULD THIS INDICATE ANOTHER ISSUE WE HAVE NOT CONSIDERED?  COULD MY KEYBOARD HAVE BEEN "REMAPPED" ?

I DID NOT SET UP A NEW ACCOUNT AS AN ADMINISTRATOR, UNSURE AS TO HOW THIS WOULD RESOLVE THE PROBLEM.

MY LAPTOP WARRANTY HAS EXPIRED, SO I AM UNCERTAIN WHAT HP CAN DO. OF COURSE I'D BE THRILLLED IF THEY WOULD FIX THE PROBLEM. I WELCOME ANY OTHER SUGGESTIONS YOU MAY HAVE.

APOLOGIES FOR THE ALL CAPS MESSAGE, AND HOPE IT DOES NOT APPEAR AS IF I AM YELLING. ITS THE ONLY WAY I CAN TYPE AT THIS TIME.

THANK YOU FOR ALL OF YOUR HELP - IT IS APPRECIATED!

[Determined1]

Hi,

A follow up reply with some additonal info / questions. I purchased an external keyboard, which works normally. Thankfully, I dont have to type in all caps anymore!  However, my HP laptop keyboard still does not work.

I want to ensure I uninstalled and downloaded /reinstalled the keyboard drivers properly. First, I completed the uninstall. Then, I was prompted to restart the computer, which I did. However, by rebooting, doesnt this re-install the prior drivers?  I went to the link you provided, and there is no separate keyboard driver. Under the "Driver-Keyboard, Mouse and Input Device" section, there is only what appears to be a bundled choice for the Synaptics TouchPad Driver. I assume this includes the keyboard driver? Please verify this.  I downloaded the Synaptics TouchPad Driver and installed it. In "Device Manager" this does not currently appear under they "Keyboard" section, but under the "Mouse and other pointing device" section. 

Does the Synaptics TouchPad Driver I downloaded operate the keyboard on my laptop? Have I followed the correct steps here?

I am still suspicious this is a remapping problem. The reason I state this is approx. 2 months ago someone played a prank on me and "flipped" the visual appearance of my screen.  I figured out how to switch it back, but dont recall the steps I took. I wonder if this space bar issue is somehow related, but cant be sure.

I hope the additional info I've provided provides some additional clues. Looking forward to your reply!  Thank you!

[DavidSMP]

Hi @Determined1,

I reviewed the post comprehensively.  Thanks for the quick reply. You've displayed great technical skills, superb commitment coupled with infinite persistence to try and get the issue resolved. Kudos to you for a job well done. 🙂 

Just for your benefit to ensure that this is a hardware failure please run hardware diagnostics on the keyboard from this link: http://hp.care/2wr1AAN

Follow the steps in the option "Running the UEFI Component Tests" and run the keyboard tests. If it fails, make a note of the failure code.

Then contact HP phone support to get the computer serviced. It is a hardware issue. The external keyboard worked perfectly. This confirms that it is a hardware issue.  

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

A great workaround and a cost-effective one will be is to order a portable wireless keyboard online from Amazon or E bay or at a local store like Best Buy or Staples and connect it to your computer and use the portable keyboard. It is Cost effective and economical. 

This is an option only if the computer is out of warranty. If it is under warranty, contact HP immediately to get it fixed.

You've been fabulous to work with and it has been an absolute privilege to share this platform with you. I thank you immensely for that.  I hope it works great and stays healthy for a long time to come. Trust me I've done all I can to assist you by keeping your best interest in mind.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a super year ahead and stay healthy.:)

[Determined1]

Hi,

Thank you for your reply. Please note the info provided does not address the questions posed in my last post. Please note my problem has not been resolved because of the following issues:

I want to ensure I uninstalled and downloaded /reinstalled the keyboard drivers properly. First, I completed the uninstall. Then, I was prompted to restart the computer, which I did. However, by rebooting, doesnt this re-install the prior drivers?  I went to the link you provided, and there is no separate keyboard driver. Under the "Driver-Keyboard, Mouse and Input Device" section, there is only what appears to be a bundled choice for the Synaptics TouchPad Driver. I assume this includes the keyboard driver? Please verify this.  I downloaded the Synaptics TouchPad Driver and installed it. In "Device Manager" this does not currently appear under they "Keyboard" section, but under the "Mouse and other pointing device" section. 

Does the Synaptics TouchPad Driver I downloaded operate the keyboard on my laptop? Have I followed the correct steps here?

I am still suspicious this is a remapping problem. The reason I state this is approx. 2 months ago someone played a prank on me and "flipped" the visual appearance of my screen.  I figured out how to switch it back, but dont recall the steps I took. I wonder if this space bar issue is somehow related, but cant be sure.

Please note, I completed the diagnostic test for the keyboard. I received the following error:

Failure ID: 9LKU5K-70A8Q5-MFPWWK-G04E03

Product ID: EOJ97UA#ABA.

It would be very helpful if you could review all of this information so I can proceed.

Thanks for your assistance!

[Chimney_83]

Hello @ Mubashsir, I am the @Chimney_83. It looks like you were interacting with @DavidSMP, but he is out of the office today so I'll take over from here.

Thanks for the reply and sharing the failure id. I checked the code in our tool and it confirms that the keyboard has a hardware issue and need to be replaced. 

Drivers for the keyboard are generic, which means when you uninstall and restart your computer couple times, Windows should reinstall the driver if the keyboard is working fine. 

Alternately, you can run HP Support Assistant on your computer to install any missing drivers on your computer. Click here for assistance in using HPSA. 

Synaptics driver is only for the touchpad and not for the keyboard.

To order a replacement keyboard or to check on the service options available for your computer, please contact our phone support team for assistance. 

Hope this helped.