Single key on keyboard does not work, others intermittent

[DannoBH]

Originally this happened infrequently but now the x key does not work at all.  Occasionally the keys around it act up as well - z,s,d,c. I have seen numerous posts on line abut this exact issue but haven't seen a solid solution for it.  I have tried updating the drivers and running the diagnostic which tells me the x key was not pressed.  I connected a USB eternal keyboard and it works perfectly.  I didn't think it was hardware originally because when it started because I could open a different application and the key would work but that stopped and then a reboot would get it going again and now nothing helps.  It's a $100 to ask HP support a question so I am trying to avoid that.  No nothing was spilled and it has not been dropped or any other physical damage.

[Raj2111]

Hi @DannoBH 

Welcome to the HP support community.

It sounds like you're dealing with a keyboard issue on your OMEN Laptop - 15-en0023dx, where the "X" key (and sometimes adjacent keys like Z, S, D, and C) stop working intermittently, but an external USB keyboard works perfectly. Since the issue doesn't appear to be related to the keyboard hardware (as an external keyboard works), it could be software or a driver-related issue.

Here’s a step-by-step guide to help you troubleshoot and hopefully resolve this issue:

1. Check for Stuck or Dirty Keys

• Inspect the keyboard for any visible dirt or debris around the affected keys. You can try to gently clean around the keys using compressed air or a soft brush.
• Check for stuck keys: Press the "X" key and other surrounding keys firmly a few times to ensure none of them are physically sticking.

2. Uninstall and Reinstall Keyboard Drivers

• In Device Manager, right-click the keyboard driver (listed under Keyboards) and select Uninstall device.
• Restart your laptop, and Windows should automatically reinstall the keyboard drivers.
• Check if the issue persists after reinstalling.

3. Check for Windows Updates

• Go to Settings > Update & Security > Windows Update.
• Click Check for updates to see if there are any pending updates that may include fixes for keyboard-related issues.
• Install all updates and restart your laptop.

4. Use the On-Screen Keyboard

• Press Windows Key + Ctrl + O to open the On-Screen Keyboard.
• Use the on-screen keyboard to type and see if the "X" key works properly. If it does, the problem may be with the physical key or the keyboard hardware itself.
• If the on-screen keyboard also shows the "X" key as not functioning, the issue is likely software-related (e.g., driver or OS).

5. Perform a System File Check (SFC)

1. Open Command Prompt as Administrator by typing cmd in the search box, right-clicking Command Prompt, and selecting Run as Administrator.
2. Type the following command sfc /scannow and press Enter:
3. Wait for the process to complete. This may take some time.
4. Once completed, restart your laptop and check if the issue is resolved.

6. Test in BIOS (Hardware Test)

• Power off your laptop.
• Power it back on and immediately press ESC or F10 (depending on your model) to enter the BIOS menu.
• In the BIOS, test the X key. If it doesn’t work in BIOS, the issue is likely with the physical keyboard itself or the motherboard.
• If the key works in BIOS, the issue is most likely software or driver-related.

7. Perform a System Restore

• Search for Create a restore point in the Windows search bar and openthe System Properties.
• Under the System Protection tab, click System Restore and choose a restore point before the issue began.
• Follow the instructions to restore your system, and check if the problem is resolved.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support