Some keys not working on keyboard

[kathsj]

Several keys have stopped working on my keyboard, including z x c v m , .? shift all the function keys and all the secondary punctuation on the number keys. I had this problem about a year ago (then it was just the c and m keys) and managed to fix it, but this time nothing works.

I have reinstalled the keyboard driver, taken out the battery, and the start menu is working in restart mode, so the integrated keyboard hardware is still working. I also tried to download the HP PC Hardware Diagnostics app, but it would not download onto my computer.

My laptop was purchased in September 2013 and HP are no longer providing updates as of a couple of months ago, but the computer has been absolutely fine apart from this keyboard issue.

I have to finish a research project this week and it will take five times as long to type on my phone, so I really hope you can help!

[MKazi]

@kathsj

Thank you for posting on HP Forums, MKazi is at your service. 

I understand that you have an HP Pavilion dv6710ea Entertainment Notebook and the keyboard is malfunctioning. I appreciate the steps you have performed and have certainly done a good job.

The HP PC Hardware Diagnostics UEFI came preinstalled on all HP laptops since 2009 and all HP desktops using a UEFI BIOS manufactured since June 2012, HP PC Hardware Diagnostics enables you to test the main components on your computer using the Fast test or longer, more comprehensive tests. You can use HP PC Hardware Diagnostics even if the computer does not open to Windows.

Let us initiate the keyboard test by following the below steps:

• Turn off the laptop.

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

• On the main menu, click Component Tests.

Figure : Selecting Component Tests from the main menu

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

Figure : Sample list of Component Tests

• Keyboard Test - The Keyboard test provides a quick interactive functional test of the keys on the keyboard. A keyboard is required for this test. To run the test, click Keyboard, and then click Run once.

  The Keyboard Test time is 3 minutes.

If the keyboard test runs and fails then you may reach out to our HP phone support team to explore the available service options for your laptop. 

Hope this information helps. Let me know. Cheers! 🙂

[TaylorMustang90]

I see this is a global problem and I too have this fault. Clearly you or Microsoft have messed up and it has been going on for years. What is the fix please?

[DavidSMP]

@TaylorMustang90, 

I have reviewed the post.  

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).

Thank you for visiting the HP Support Forum.

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 blessed week ahead. 🙂

Cheers!

[Charm0722]

No you can’t contact them. Even though there is a common problem with this laptop you can’t contact them and less you were under warranty because they do nothing to make it better for anyone else. I will never buy another HP product just for this particular reason.

[Disappointed44]

Clearly a design problem.  I'm getting even more pissed off even as I try to pound on keys to make this forum response readable.  Guess I'll go shop for a wireless keyboard as a solution.  I ran the command prompt test and several keys failed.

[TaylorMustang90]

I went online and found a replacement keyboard. The L still has a delay but generally is near fixed.

This is still a design flaw known by HP. There has been no roughness, dropping or spillage on this laptop and it is kept clean.

It disappoints me that HP hold registrations, logins and serial numbers when you register your product but delay you accessing what should be a recall it replace of their product by asking for information they already hold.

3 months between my forum entry to an HP employee entry. By then I resolved it myself.

Welcome to the world of bad customer services by two giants in the corporate world.

It took years before they gave me a link to get my Bluetooth back after going from Windows 8 to 8.1. System restore couldn't roll back that issue. Finally got a link earlier this year well after windows 10 rolled out. Pretty edited HP.