Some keys on keyboead does not work only with SHIFT key

[GauravRathod]

Hello,

On my laptop few keys does not work if I hit them with SHIFT key. This is strange becasue without shift they do work fine, more strange thing is that they behave different with both LSHIFT and RSHIFT differently, those who works with LSHIFT doesn't work with RSHIFT and vice versa. To confirm this is not a OS or a Software issue, I attached external keyboard and it works just fine. Seems problem is only with built-in Standard PS/2 Keyboard.

Here is list of keys not working with SHIFT key, seperated with space.

Keys not working with LSHIFT: z x c v m , . / 1 2 3 4 7 8 9 0 RightArrowKey DownArrowKey

Keys not working with RSHIFT: q w e r u i o p 1 2 3 4 7 8 9 0 LeftArrowKey UpArrowKey

[Riddle_Decipher]

@GauravRathod Did you check if the issue occurs on an external keyboard?

While you respond to that, here's what you need to do:

I recommend you attempt the below steps to identify the cause of the failure and resolve it accordingly:

• Try changing the keyboard layout/language and check if it works: Click here for 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, perform an interactive hardware test on the keyboard using the steps mentioned on this link: Click here (look under "Running Component Tests > Keyboard test").

P.S: Welcome to HP Community 😉

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[GauravRathod]

Hello @Riddle_Decipher

Thanks for the reply. Here's my answers:

• Did you check if the issue occurs on an external keyboard? >> Yes, I did. It works fine.
• Try changing the keyboard layout/language and check if it works. >> Did that, no luck!
• Clean the keyboard with compressed air (blow compressed air in the gaps between keys). This removes some lint and dust. >> Done. No luck here.
• Shut down the laptop, remove the battery and cable for a moment, press and hold the start button for 60 seconds >> This one does not have removable battery, but I did the reset after removing AC power plugin (Forgot to mention). No luck.
• Replace the battery, restart the notebook, >> I highly doubt this one but will try if nothing works out.
• if the issue persists, perform an interactive hardware test on the keyboard using the steps mentioned on this link: Click here (look under "Running Component Tests > Keyboard test"). >> Did that, test says it passed, since keys work fine individually it was not able to find any issue at hardware level. Here is log.

TestVersion = 1.0

TestId = 004e5668-ac98-4ac8-bd66-4e660cc06fc0

StartTime = 2020-07-17T21:09:08

ExecutionDuration = 00:03:21

Result = ExecutionPassed

PassID = 29847-14910-93158

==================================================

Keyboard test passed Language: English US

Layout: laptop

Windows Keys: 1

[Riddle_Decipher]

@GauravRathod If the alternate keyboard works while the internal does not, this seems to be a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.