Shift Key not working with some other keys

[Memeo]

Hello, I just received this computer from Amazon, it is a recon computer and since the beginning the keyboard is not working properly.

In particular I have problems with both the shift keys:

as for the left shift key it works with every letter except z x c v m , . - g h à (and  whitespace as well)

as for the rigt shift key it works with every letter except q w e r u i o p g h à 

it almost looks like a pattern to me: the left shift key doens't work with the bottom row of keys but it works with the fifth and sixth key, the right shift key doesn't work with the top row of keys but it works with the fifth and the sixth key and the both don't work with the g,h and à keys. 

Do you have any idea about the origin of the problem? I thought it could be a driver problem and tried to uninstall and reinstall the keyboard drivers but didn't work, and after a few attempts I started thinking it is an hardware problems. 

Thank you for you time!

[Riddle_Decipher]

@Memeo

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

As I understand certain keys aren't working anymore,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you drop liquid or have any accidents with the keyboard? (was the box sealed when you got it, since the issue persists since the time of purchase)

Did you check with an alternate user account or an external keyboard to check if all the keys on that work? 

I recommend the below steps: 

• Clean the keyboard with compressed air (blow compressed air in the gaps between keys). This removes some lint and dust.  

• Shut down the laptop, remove the battery and cable for a moment, press and hold the start button for 60 seconds 

• Replace the battery, restart the notebook, 

• if the issue persists, Contact HP to set up a repair/replacement order (free of cost if covered within the HP Warranty). 

HP Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) 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.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the 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 repair services under the manufacturer's warranty will be free of charge.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Have a great day!

[Memeo]

Hello!

No, I did not drop any liquid and the box was sealed. 

I do not have an external keyboard right now but I will certainly try tomorrow.

I can not remove the battery. I tried everything else.

Thank you 

[Riddle_Decipher]

@Memeo

Thank you for responding,

It's great to have you back 😉

I appreciate the details, that said, since you don't have an external keyboard, perhaps, you could attempt to run a hardware test to identify the issue: Click here for steps

The component tests are used to manually select and test the individual computer components. The Component Tests can take two hours or longer to complete. The Memory and Hard Drive tests include Quick Tests and Extensive Tests, and can be set to loop until an error occurs. The Video test includes a video memory test.

   NOTE:

Your Component Tests menu might be different, depending on the components installed on your computer.

Figure : Component Tests options

Select the below from the listed components and follow the on-screen instructions.

Keyboard - Quick interactive functional test of the keys on the keyboard. Click Keyboard, then Run once.

The Keyboard Test time is 3 minutes.

If it doesn't work, I recommend you select failed as it's an interactive test,

Simply Contact HP to get the part either repaired or replaced.

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Memeo]

Hey! 

I finally tried with an external keyboard and the external keyboard works perfectly. I also did the test, three times, but it keeps saying that the keyboard is ok. 

I bought my laptop in Italy, but now I live in Switzerland, and I really can not send it to the assistance because I need it...

Thank you for your help

[Riddle_Decipher]

@Memeo

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

If the external keyboard works, it confirms that the internal has malfunctioned,

That said, considering your circumstances, I recommend you replace the part on your own (if you are comfortable with the idea), you could find the right part on the HP PARTS SURFER and using the same, the part can be ordered either via the HP PARTS STORE or since the part numbers are universal, you can purchase it through any local online store as well.

I hope this information helps,

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Have a great day!