Spectre 360 laptop keyboard freezing

[danilosi69]

Hello everyone,
I have occasional problems with the keyboard on my Spectre.
Sometimes during use, the keyboard freezes.
The problem occurs more frequently if during charging and if the right area of the laptop is hot, however sometimes it has also happened with low temperatures and not during charging.

The touchpad continues to work correctly and external keyboards connected via Bluetooth also work.
The only way to fix the problem is to turn off the laptop.
In some cases the laptop turns off but the cooling fan continues to run at maximum speed and the power button remains with the service LED in the button lit.
The only way to turn it on in this case is to keep the power button pressed to force it off and then turn the laptop back on.
Have you also had problems of this type?
My impression is that if I used the laptop heavily and forced it to work at higher temperatures I would have frequent keyboard freezes.
Thank you so much for your responses..

[A_Gayathri]

Hi @danilosi69,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the keyboard freezing issue on your HP Spectre X360 16 Inch 2-In-1 Laptop PC can be quite frustrating. Since the problem occurs more frequently when the laptop is hot or charging, it seems related to thermal or power management. 

Here are a few steps you can try to troubleshoot and potentially resolve the issue:

1. Update Drivers and BIOS

Ensure all your drivers, especially the keyboard and chipset drivers, and the BIOS are up to date. HP often releases updates that fix hardware issues.

• HP Support Assistant: Use the HP Support Assistant software to check for updates.
• Manual Update: Visit the HP support website, enter your laptop model, and download the latest drivers and BIOS.

2. Check for Windows Updates

Make sure your Windows 11 installation is up to date, as updates often include fixes for hardware compatibility issues.

• Settings -> Windows Update -> Check for updates

3. Power Management Settings

Adjust the power management settings to prevent overheating and improve performance.

• Control Panel -> Hardware and Sound -> Power Options
• Select High performance or Balanced, and click on Change plan settings -> Change advanced power settings.
• In the Processor power management section, set the Maximum processor state to 90-95% to reduce heat generation.

4. Cooling and Ventilation

Ensure your laptop's cooling system is working efficiently.

• Use the laptop on a hard, flat surface to improve airflow.
• Consider using a cooling pad to keep temperatures down.
• Clean the laptop vents and fans to remove dust build-up.

5. Hardware Diagnostics

Run HP's built-in hardware diagnostics to check for hardware issues.

• Restart your laptop and press Esc repeatedly until the Startup Menu opens.
• Press F2 to open the HP PC Hardware Diagnostics.
• Run the system tests, particularly the keyboard and thermal tests.

6. Check for Conflicting Software

Some software might conflict with the keyboard drivers.

• Boot into Safe Mode and see if the problem persists. If it doesn't, a third-party application might be causing the issue.
• Settings -> System -> Recovery -> Advanced startup -> Restart now -> Troubleshoot -> Advanced options -> Startup Settings -> Restart -> Press 4 for Safe Mode.

7. Hardware Inspection

Since the problem is thermal-related, there might be a hardware issue.

• Inspect the keyboard ribbon cable and connections (if you’re comfortable opening the laptop).
• Contact HP Support or a certified technician to check for any internal issues, such as a failing keyboard or motherboard.

8. Power Cycle

Perform a power cycle to reset the hardware state.

• Turn off the laptop, disconnect all external devices, and unplug the power adapter.
• Hold down the power button for 15-20 seconds.
• Plug in the power adapter and turn on the laptop.

9. Factory Reset

As a last resort, consider performing a factory reset to rule out software issues.

• Settings -> System -> Recovery -> Reset this PC

Refer to this document: HP Spectre x360 16 inch 2-in-1 Laptop PC 16-f1000 User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[danilosi69]

1. Obviously, the first thing I did was update the drivers via HP Support Assistant. BIOS and drivers are up to date.

2. Windows is constantly updated.

3. I set the maximum processor usage to 95%, but I don’t think it’s relevant since the freeze occurs even during low processor usage.

4. Ventilation is always ensured as I use the laptop on a desk.

5. Even in freezing conditions, if I immediately restart the laptop, the keyboard starts working again. The keyboard and cooling system tests are passed.

6. The problem occurs rarely and without warning, I can’t work for days in SAFE MODE.

7. I will try to use appropriate applications to raise the laptop’s temperature to verify the relationship between freezing and temperature.

8. Done, but the problem does not occur.

9. This type of reset is costly, I consider it as a last attempt. Also, from a new laptop and without special programs installed, the frequency of freezing was higher.

My question to the community is whether this type of problem is known or frequent with my laptop model.

[Sneha_01]

Hi @danilosi69 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support