Specific keys in my laptop don't work.

[kangcits]

I own a HP Notebook 14s-dq1017ns, and ever since this morning, keys "y, u, h, j, n" and "m" have not been working for some reason. I've updated and uninstalled drivers, checked for dust under the keys (and cleaned them), used Troubleshooting (which told me there weren't any issues), and I don't know what to do at this point.

Any solutions?

Thank you.

[NonSequitur777 · Accepted solution]

@kangcits,

Unfortunately, keyboard troubleshooting requires some effort.  If you are computer savvy, it shouldn't be a problem, but as a novice, it might.  You could consider taking your laptop to a local PC repair/service store, and pay them a check-finding fee to find out what's going on.  A repair shop likely would follow these steps:

Please perform a hard reset on your laptop: https://support.hp.com/in-en/document/c01684768:

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:

A.) Follow the steps here to create a local account on your PC: https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-...

B.) Follow the link for system restore: https://support.hp.com/in-en/document/c03327545

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: https://support.hp.com/in-en/document/ish_2854458-2733239-16

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:

If your laptop is still under warranty repair services under the manufacturer's warranty will be free of charge, and HP Technical Support can be reached by clicking on the following link: https://support.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.

Kind Regards,

NonSequitur777

[kangcits]

Thank you! Followed steps for troubleshooting, I'll have to replace my keyboard, turns out.

[NonSequitur777]

@kangcits,

You are most welcome!

-Glad to be able to assist.

Kind Regards,

NonSequitur777