Unusable Keyboard on New Laptop

[LukeVA]

Sorry, I thought this message was to support to take care of my return or exchange. Not sure how to delete it here.

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I just got this new laptop.

Apparently, the Power Button on my new laptop prevents it from being a PgDn key that I need for using Excel:

Re: Laptop Need PgUp & PgDn keys with Num Lock on; Can't Map Power Button to PgDn

Please let me know if I can get the keyboard replaced or if there's another laptop you offer with the traditional keys so I can return and/or exchange this one for it. Thanks.

[70007]

Hello LukeVA,

Thank you for posting your concern,

Resolving Keyboard Issues on HP OmniBook 7 17.3 inch Laptop

If you're experiencing issues with an unusable keyboard on your HP OmniBook 7 17.3 inch Laptop Next Gen AI PC 17-dc0000, here are some steps that you can take to troubleshoot and potentially resolve the problem:

1. Reboot the Laptop:

   • Begin with a simple restart of your device. This can sometimes resolve temporary software glitches affecting the keyboard.

2. Check Keyboard Connection:

   • For built-in laptop keyboards, ensure there are no physical obstructions or debris affecting key functionality.

3. Update or Reinstall Keyboard Drivers:

   • Open Device Manager (you can search for it in the taskbar search or right-click the Start button).
   • Expand the Keyboards section, right-click on your laptop’s keyboard, and select Update driver.
   • Choose Search automatically for drivers. If no updates are found, select Uninstall device instead and then reboot your computer to reinstall the driver automatically.

4. Check for Windows Updates:

   • Go to Settings > Update & Security > Windows Update and make sure your system is fully updated, as updates can include fixes for hardware compatibility issues.

5. Use External Keyboard:

   • Connect an external USB keyboard to check if the issue is specific to the laptop keyboard itself or a broader software issue.

6. System Restore:

   • If the keyboard stopped working after a recent change (such as an update), consider using System Restore to revert your system to a point when it was working.

7. Perform an HP Diagnostics Check:

   • Use the HP Support Assistant or HP PC Hardware Diagnostics UEFI tool. This can be accessed by pressing Esc repeatedly after turning on the laptop, selecting F2 for System Diagnostics, and running tests specifically for the keyboard.

8. Contact HP Support:

   • If the problem persists, contact HP Support for assistance. If the laptop is new, it may still be under warranty, and HP might offer a repair or replacement under warranty terms.

Addressing the issue through these steps can help determine if the problem is hardware or software-related, and guide you to a suitable resolution.