Why does my shift key not capitalize letters and can't use question mark key?

[Daeanarah]

Why does my shift key not capitalize letters and i can't use  the question mark key?

i've uninstalled my laptop keyboard, restarted computer, no help. ran the keyboard test it came up failed. please help because i can't afford to buy another laptop.

[Echo_Lake]

@Daeanarah

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help,

I understand that your HP notebook keyboard is not working correctly, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Did you make any changes to the settings of your PC prior to the issue?
• When was the last time it worked fine?
• Have you tried with lift and right side shift key to input question mark?
• Have you tried with different apps such as MS notepad, MS word or excel?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (Refer to the removable and sealed battery)
BIOS default:(do not skip any troubleshooting steps even if you feel steps are repeating)

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and    Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Daeanarah]

hi, that didn't work. is there another way to fix the solution? 

[Echo_Lake]

@Daeanarah

Thank you for posting back. 

Let's perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629
 

Hope this helps! Keep me posted for further assistance.

[Daeanarah]

hi i did check and got the message that everything is up to date

[Echo_Lake]

@Daeanarah

Thank you for posting back. 

Is everything working fine or would you require any further assistance? 
 

Keep me posted!