Some keys on my laptop are not working

[S8TEO]

On my HP 15 ay110na, some of the keys on my keyboard are not working. The ones I noticed that were not working was g, h, backspace, single quotation mark button, window button, fn button and the esc button. I also tried shutting down the laptop, removing AC adapter, removing the battery and holding the power button for a few seconds but it did not work.

I tried uninstalling the keyboard driver but that didn't work either. To access the boot options, I have to press F9 as the laptop is starting and then press F10 to access it because the esc button does not work.

I also noticed that the keys that weren't working did not produce a sound when I was in the boot settings but the ones that were working did. I don't know what caused this problem because it was all good until one day I wake up and some keys stopped working. What should I do know?

[Jeet_singh]

@S8TEO,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!  I understand you are having issues with some certains on your keyboard are not working. Don't worry as I have a few suggestions which should help you resolve this issue.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score. You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the PC before the issue started?

Have you tried to use an external keyboard and check if the issue persists?

Did you try to run a test on the keyboard from F2?

Perform a Hard reset on the notebook: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

1. If Windows is open, click Start and then Shutdown.

   If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off.

2. With the power off, disconnect the power cord from the back of the computer.

3. With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.

4. Reconnect the power cord and turn on the power.

If you have an alternate USB External keyboard, you can try to connect to the computer and check if that works.

If the external keyboard works fine, this clearly indicates a possible failure with the Notebook keyboard.

If the external keyboard doesn't work either, then I would suggest you could try creating a new User account and followed by System restore, 

Follow the steps here to create a local account on your PC: Create a local user or administrator account in Windows - Microsoft Support      

Follow the link for system restore: HP PCs - Using Microsoft System Restore (Windows 10, 😎

Alternatively, you can try to test the keyboard.

Option 1: 

Then perform these steps to isolate the issue to being hardware or software related.

• Power down the unit. When you power it back up, immediately tap the F11 key gently several times.
• It takes you to recovery manager. Here please select the option “Troubleshoot”. Then please select “Advanced options “ and  “command prompt”
• Type all the keyboard characters in this black window especially the keys that do not work correctly.
• If F11 does not take you to recovery manager, please keep tapping the “ESC” gently several times the instant you power on the unit. It takes you to the startup menu and you could press F11 from there to go to recovery manager. Please check all the keys in the command prompt black window, especially the keys that don’t work.

If it does not work in the command prompt window the computer certainly has a keyboard hardware issue.

Option 2: I would recommend running the interactive keyboard test using the HP Hardware diagnostics tool: Click here for instructions.

If the test fails or works fine with an alternate/external keyboard, it would confirm a hardware malfunction and you may want to Contact HP to have it either repaired/replaced:

HP Technical 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 

Followed by clicking on 'Accepted as Solution' 

And Have a great day ahead!

[Hazman1]

This power reset (hard reset) worked for me - been months trying to solve it. qwer and uiop were the non-performing keys after boot up

Had to wake them up by opening notepad and repeatedly hit the keys until they woke up - one one was awake they all were

Thanks so much

Hazman1