backspace," "g" and "h" keys on keyboard stopped working

[Alina2]

Hello everyone,

Suddenly the "backspace," "g" and "h" keys stopped working! So am now usin the touch screen, but really frustrating! Tried to update, but nothing works!

Please, help.

[Echo_Lake]

@Alina2

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 🙂

I see that you're experiencing keyboard issue with the HP ENVY TouchSmart 4-1202ed Ultrabook,
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• When was the last time it worked fine?
• Have you made any hardware/software changes?
• Have you tried any troubleshooting steps?
• Did this happen after a recent window or software update?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix:

Use the following steps to open the Component Tests menu and run a keyboard test:

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the main menu, click Component Tests.

4. The Component Tests menu displays.

   Your Component Tests menu might be different, depending on the components installed on your computer.

   

5. To run the test, click Keyboard, and then click Run once.

   The Keyboard Test time is 3 minutes.

Hope this helps! Keep me posted for further assistance.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

[Alina2]

Thank you very much for coming to help me! I did the test and indeed there are some keys not working.

This is what it showed:

So what can I do now?

And the answers to your questions:

• When was the last time it worked fine?: Saturday 15th of December
  
• Have you made any hardware/software changes? Mm, no, not of ones that am aware of.
  
• Have you tried any troubleshooting steps? Yes, but they couldnt detect a problem.
  
• Did this happen after a recent window or software update? Mm, I don 't know.
  

really hope this can be solved, looking very much forward hearing from you again!

[Alina2]

HP PC Hardware Diagnostics Windows Application

Keyboard test failed, failing Keys = Esc, F4, F7, F11, insrt, , g, h, ', Win

HP PC Hardware Diagnostics Windows Application

M0FV7W-6NG9AX-XD7WW1-G1N613

[Echo_Lake]

@Alina2

Thank you for posting back. 

I'm sending out a Private message to assist you with the next course of action.

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

[Bee2the3rd]

Hi there Echo_Lake  ...I have the same strange keyboard problem, the exact same keys stopped working suddenly...can you give me any help or advice on how to remedy this, I'd appreciate it..CHeers, Brian Hall in Santa Monica...: [Personal Information Removed]

[Echo_Lake]

@Bee2the3rd
Thank you for posting on the HP Support Community.

• Did this happen after a recent window or software update?

• When was the last time it worked fine?

• Have you made any hardware/software changes?

• Have you checked with the external keyboard?

• What are the product and serial number? Use this link to find it: http://support.hp.com/us-en/document/c03754824

While you respond to that, let's try these steps: (for all HP notebook computer)

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

BIOS default: 

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.