"End" Key On HP Pavilion 17t-ab200 CTO Laptop Stopped Working

[watersa1]

I received my HP Pavilion laptop on 7/5/17.  For the most part, I've been incredibly happy with the product (it's my first HP purchase).  The only problem (& I sure hope it stays that way!) is that the "end" key has suddenly stopped working.

• It's a constant problem.  It didn't seem to "slow" or stop working sporadically.  It happened at some point (I can't pinpoint, to be honest) & it now doesn't work at all.
• The keys around the "end" key work properly - "home," "pg up," "pg down," etc. 
• It doesn't work regardless of whether "num lock" is engaged or not (this keyboard has a full-size number pad on the right hand side).
• I've updated all the drivers through HP SupportAssist.  In the month I've had the computer, I've updated the drivers twice.
• I receive no error messages.
• I've attempted to check the rate using "Start > Control Panel > Keyboard > Click here to test refresh rate."  It doesn't really work as nothing would appear when the "end" key is pressed.
• I'm using a wireless connection.
• This is a pre-installed keyboard.  The laptop is non-touchscreen.
• I haven't done a hard reset, but I'm thinking about doing one.  Unfortunately, I'm not quite sure of what the process does - will I lose my installed programs/photos/Word files/etc?

I know it sounds like an incredibly minor issue (it really is, to be sure).  However, I use the "end" key several dozen times a day & it's failure to work is noticeable.  As a first experience with HP, I would expect all of its hardware to last more than 5 weeks, & it concerns me that I may lose other keyboard features as time goes on.

Please advise.  Thank you in advance.

[The_Fossette]

Hi @watersa1,

Welcome to the HP Forums!

I appreciate you taking the time to share your concern and thank you for using this forum, it is a great place to find answers.

I reviewed your post and I understand that the end key on the keyboard is not working.

I’d love to help!

Congratulation and welcome to the HP family!

I recommend you perform a hard reset first and check. You will not lose any data or any programs installed on the computer when you perform a hard reset.

Follow the steps in the below article to perform a hard reset.

http://hp.care/2oED4YE

Let me know how it goes and you have a good day ahead.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Take care now and have a splendid week ahead.

Take care!

Cheers!

[watersa1]

Thanks so much for your prompt reply & attempt at helping, @The_Fossette. 

Unfortunately, it didn't work.  I used Support Assist to go a little further, since it recommended the same steps to start.

• I restarted the computer while pressing the "ESC" key.  When the menu came up, I was able to navigate with my arrow keys (since, as we discussed, the "end" key seems to be the only one not working).
• After the hard reset, I updated Windows & through Support Assist.
• I attempted to uninstall & reinstall the keyboard drivers through the Support Assist list, but I couldn't locate it.  That's where I stopped.

If it's a good idea to uninstall & reinstall the keyboard drivers, I'd be grateful if you could direct me where I could locate them & what they might be called (if they're not called "keyboard drivers"). 

Thanks!

[The_Fossette]

Hi @watersa1,

Follow below steps to uninstall the keyboard drivers.

1. Start Control Panel, click Hardware and Sound, and then click Device Manager.
2. Find and double click on the keyboard then, right-click the device entry, and click Uninstall.
3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Install:

Let me know how it goes.

[watersa1]

Thank you for the continued advice.

Before I attempt this uninstall (I'd hate to be left without the usage of the keyboard entirely!), I want to clarify the install process to follow after I uninstall. 

It looks like there were supposed to be additional instructions at the end of the message, following "Install:" - how do I install the drivers once I've uninstalled them?  Will they automatically reinstall once I restart the computer?

[The_Fossette]

Hi @watersa1,

Once you uninstall the driver, all you need to do is restart the computer and the driver will be installed automatically.

Hope that answers your question.

[watersa1]

It didn't work.

Is it possible this is an extremely localized hardware issue?  I mean, I don't think so, since it's only affecting a single key & I've had the computer such a short time, but I'm starting to grow concerned!

Thanks,

watersa1

[sandytechy20 · Accepted solution]

@watersa1

Thanks for the reply,

I appreciate your time and effort.

As you have already tried these steps and still having the issue, I would personally suggest you contact our HP phone support for further assistance. If your product is Out of warranty then remember to choose the paid options to get the tech support number.

They might have multiple options to help you on this.

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 number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

Cheers.