Up arrow key stuck, will not depress

[mosh8877]

The up arrow will not move without excessive force. Even when it is pressed it does not register. All other keys work prefectly.

[Riddle_Decipher]

@mosh8877

Welcome to HP Forums, 

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand the up arrow key is stuck and will not depress,

No worries as I'd love to help, however, I need a few more details to provide an accurate solution:

does it mean it's physically stuck and doesn't work?

did you have any accidents with the computer such as physical damages or liquid spills?

Meanwhile, please try the below steps:

If a key is physically stuck in the down position, you might not have to replace the entire keyboard.
Many keyboards have keys that can be removed by inserting a butter knife under one edge of the key and gently prying up on the top and bottom edge. After the key has been removed, using a swab with alcohol, clean the underside of the key and the key's slot in the keyboard. Replace the key by snapping it back into place.
 

 CAUTION:

If the notebook is still under warranty and a key is stuck, you should contact HP to see if the notebook can be serviced before removing a key.
 

 CAUTION:

To avoid damaging the pad under the key, insert the butter knife only 1/8 inch under the edge of the key.

Figure : Butter knife gently prying up on key, cotton swab cleaning key

Other tips to think about when encountering a stuck key:

• Turn off the notebook and unplug the AC adapter before working on the keyboard.

• If your notebook has a removable battery, remove the battery before removing the key.

• If the key is stuck due to liquid or other substance getting into the keyboard, cleaning might be the only option.

• Longer keys, such as spacebar and Enter, probably have a small metal rod for support. This rod must be inserted into the key and keyboard before replacing the key into the keyboard.

  Figure : Metal Rod connection point for the space bar

  

If a key cannot be unstuck, or the keyboard does not have keys that can be removed, service the computer.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

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,

[mosh8877]

Thanks for the attempt to help, but this is a brand new x360 (less than 2 weeks old). The key is stuck in the up position, so it is basically inoperable. I barely ever use the dorection keys, as this is a touch screen, but wondered if there was a know issue with these new 2017 units. I have had no bumps, drops, spills or incedents...as far as I can tell it was shipped like this. Thanks again, I will heed your advise and contact HP customer service.

[Riddle_Decipher · Accepted solution]

@mosh8877

Thank you for the update,

I appreciate your time and efforts,

I'm sure they will help repair or replace the defective parts and considering it's covered by the warranty (since its only 2weeks old) it should be free of charge,

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

And accept this as the solution to help others find your post helpful.

Take care now and do have a fabulous week ahead. 🙂