Shift Key not working with some other keys

[warrentyy]

Running into a similar situation with my device here. I've already had an issue with the Volume down key, described here. Now I've recently found the the following issues:

• w key unresponsive when holding down right Shift key
• x key unresponsive when holding down left Shift key
• F5 and F7 unresponsive when holding down Fn key

Verified this using the HP Component test. Bought the laptop from BestBuy in July 2019. Any other suggestions to try before taking it in for a hardware swap?

Model: HP Spectre x360 Convertible 13-ap0008ca

EDIT: I should have mentioned that I'm not willing to remove the battery as this model of laptop does easily allow that, and while restarting the device seems to work initially, the issue recurs within minutes to hours afterwards, consistently.

[Betty0610]

@warrentyy

Welcome to the HP Support Community.

Let's uninstall and reinstall the keyboard drivers: 

1) In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.

2) In Device Manager, expand Keyboards.

3) Right-click on the Keyboards, and then select Uninstall the devices listed> Delete the driver software for this device check box > Uninstall.

4) Restart the computer.  

Let's also update the BIOS: For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

If the issue persists, let's perform this test:

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html

Hold the power button for at least five seconds to turn off the computer.

Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

On the HP PC Hardware Diagnostics (UEFI) main menu, click Component Tests.

Click Keyboard Test.

Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[warrentyy]

Hi @Betty0610, sorry for the delays. I had done the BIOS updates and all driver updates previously with no improvement, but doing the HP Hardware Diagnostics UEFI seems to have fixed the issue! Out of curiousity, why is this not the same test generated when doing the Keyboard Component test from HP Support Assistant? Also, what is happening during the UEFI test that would fix the behaviour?

EDIT: Immediately, after writing this reply, the issue came back, exact same as before:

• Cannot use left shift key and 'x' button
• Cannot use right shift key and 'w' button
• Cannot use Win key and 2 button (should open second from left app on the taskbar but does not; Win+1,3,4... opens other taskbar apps)

It's worth noting that the UEFI test passed completely, which makes sense if the issue was temporarily solved, so I have no error code. The log was "saved" but I can't seem to find it. Is it actually accessible to view? Or is saving just a legacy feature?

As an aside, I'm ALSO having issues with the touchscreen. I lost the HP pen that came with the device and purchased a Surface Pen to replace it but the behaviour is inconsistent, lines often have gaps, the screen seems to have sporadic "dead zones". 

[warrentyy]

Hi @Betty0610, 

Just wanted to follow up on this issue. I repeated the steps of updating my firmware and BIOS and again, the issue was resolved for roughly 2 minutes before reverting back. All of my software/drivers are up to data according to the Support Assistant.

I have also noticed that my fan is more active than usual, despite the HP Command Center having it set to HP Recommended as compared to Performance, even when I have no apps running, except for background system ones. 

Any other ideas?