Some laptop keys not working sometimes

[Pippiandco]

Hi

Sometimes when I'm typing I can't get the c, d or e keys to respond. It happens randomly, every few days, sometimes when I first turn the laptop on, sometimes after I've been using it for a while. Usually the keys start working again after a minute, but last week I had to wait 20 minutes for them to respond. The laptop is one month old, has been used very moderately, only for email and light browsing, has had nothing spilled on it,  has not been dropped or traumatized in any way. The problem I'm describing has been there from the very start. Does anyone know what is going on?

Many thanks

[Riddle_Decipher]

@Pippiandco

Thank you for posting on HP Forums,

The Riddle_Decipher is at your service.

I understand certain keys aren't working anymore,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

Have you attempted a system restore?

In the meantime, please try the steps mentioned on this link: Click here

Please reply with the details for further assistance.

Eager to help!

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!

[Pippiandco]

Thank you for responding, Riddle_Decipher. The link you sent regarding how to identify the product number of the device results in an error message. I had explored this avenue previously, and was met with the same dead end.  If you have no personal influence on how to render this page accessible to us plebs, can you please suggest another option for how to locate the product number amongst the miniscule scribblings on the base of the laptop?

Thank you for the link https://support.hp.com/in-en/document/c03738933#AbT2. I haven't tried any of these things yet, as the problem has not occurred in the 2hours since reading your post. The next time it occurs I will follow these steps. I will post the results of the experiment.

Thanks again,

Pippiandco

[Riddle_Decipher]

@Pippiandco

Thank you for responding,

It's great to have you back 😉

The link seems to work without any hassles on my end, although that's quite weird as it isn't working on your device,

Here's a video that may help instead: Click here to see this video in full screen on YouTube.

That said, Please take your time and get back to me with the results of the experiment 😉

I'll be awaiting your response and would be glad to help.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Pippiandco]

Hi Riddle_Decipher

The laptop keys "c", "d", "e" and "3" worked for a few days since you responded to my last message, but since Friday they no longer work at all. I looked at the info you sent about uninstalling all keyboard elements, but am reluctant to do this. It sound to me like that is a measure to be taken if none of the keys are working. In my case it is only the diagonal line of the four I mention above. 

Here red is the system information for the laptop:

Product name: HP 250 G5 Notebook PC

Product number: W5T31PT#ABG

Can you suggest why the keys initially sometimes worked, but now don't work at all? The laptop is new! Can anything be done, or is it a warranty case?

Thanks in advance.

[Raj1788]

Hi @Pippiandco

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out.

I'm the Raj1988 & I'm at your service.

I reviewed your concern and the entire conversation, did some research and here's what I recommend.

Did you run the keyboard diagnostic on your computer?

If not, please follow the below troubleshooting steps.

- Shut down the Notebook completely

- Turn it back on, then tap the Esc key repeatedly until the Startup menu screen is displayed.

- Press F2 to select System Diagnostics.

- Click Component test, then select Keyboard

Do get back to me as I have a few more tricks up my sleeve. Said that, 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'

Have a great day Ahead!

[Pippiandco]

Hi Raj1988...or 1788

Thank you for your suggestion. I turned off the laptop and turned it on, pressing esc, and got the start up screen. Pressing f2 did nothing. I tried f9, to see if there was a reaction, and there was. The keys on the laptop that are not working are c, d, e and 3. These are all in a diagonal line, the extension of which is the f2 key, so perhaps it is dead as well. This would mean I  won't be able to use it to get to system diagnostics. Can you suggest something else, please?

Thanks in advance.

[Riddle_Decipher · Accepted solution]

@Pippiandco

Thank you for responding,

It's great to have you back 😉

I'm afraid everything you've mentioned so far confirms a hardware malfunction,

The best and the only thing left to do, is to Contact HP and get your keypad repaired or replaced:

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

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 you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!

[Pippiandco]

Hi Riddle_Decipher

Thank you for the information. I clicked the link and got as far as being informed that I need to call during office hours, so will do so tomorrow. I saw that the page was for the UK. I'm in Australia...will I be able to call a local HP place to get this sorted out? I bought the laptop late last November online, from Kogan, and it didn't come with any warranty documentation. Is this going to be a problem? The only record of purchase I have are Kogan's emails to me about the status of my order.

Regards

[MKazi]

@Pippiandco

Hi,

as @Riddle_Decipher is out of the office, I'm replying to you. 

I understand that you're lookinh for the contatc information to contact HP support in Australia. I'll be glad to providde you the information.

A private message has been sent to you with the HP Australia contact information. Hopw this helps. 

Good luck! 🙂