certain keys not workin

[lockeddown]

My gh and backspace keys have stopped working. I have tried downloading the diagnostic app but it comes up with an error and will not run.

I have tried removing the drivers and then rebooting to reinstall them and also carried out a recovery to reset the laptop but the keys are still not working (luckily I can afford to loose anything on this laptop) Twitter support told me to try pressing F2 to start diagnostics and I read on-line about pressing escape on reboot but this isn't launching anything. I can use the onscreen keyboard but it makes typing anything hard work. I certainly realise how many words include those letters now!

I have a pavilion x360 convertible 

[WAWood]

@lockeddown 

Somehow, the Factory Reset has taken on the value of an Urban Legend that is a Miracle Cure for any ailing PC. Not only does it rarely fix the PC, if there is an underlying hardware issue with the PC, it will make matters WORSE by leaving the PC in an unusable state.

Failing keys is nearly always a Hardware issue -- so why would you thing a Software process would solve this?

Unlike external keyboards, the ones on laptops are not made to be rugged, but instead, to be light. Thus, if you get five years out of a laptop keyboard, you're doing very well.

Individual keys are generally not replaceable, but if the keys are not broken, then the issue is more likely with the membrane underneath the keyboard and that has to be replaced as a unit.

Here's some troubleshooting steps you can try: http://support.hp.com/us-en/document/c03738933

If you are experienced at laptop repairs, you can often replace a keyboard for $25 for a new one and a half-hours work. I have done this on older HP laptops.

But, if you're NOT, there is a serious risk of breaking fragile connectors and cables doing this -- so I do not recommend it.

Instead, I would recommend you hunting down a local laptop repair place to have THEM replace the keyboard. Should only be an hour's work or less.

[lockeddown]

Thanks for your reply.

The laptop was purchased at Christmas so still in warranty, so once the shops reopen I will take it there. 
I have no idea about how to fix a laptop and had just followed advice I’d seen in forums which I could do confidently without causing any further problems. 

The main issue is I can’t seem to run any of the test which would confirm it is a hardware or software issue as the HP diagnostic app will not load and the options on start up will not work so any suggestions regarding potential solutions around this would help.

 I can then get HP to replace.

[WAWood]

@lockeddown 

I understand your frustrations, but without being able to run diagnostics, you can't check for underlying hardware issues -- so we have no idea what to recommend.

Additionally, since we are not HP Tech Support, we have no way to remotely access your PC from here, so there is nothing we can do to diagnose or repair it.