B N Caps Lock keys not working - HP Pavilion X360

[JordanB86]

I have a HP Pavilion X360 on Windows 11 and a number of keys stopped working on the integrated keyboard. Mainly the B, N, Caps Lock and Delete keys.

I tried everything I could find online to resolve it… reinstalling drivers, resetting BIOS to default, turning off filter keys etc but nothing solved the problem.

An external keyboard works fine, so I put it down to a fault keyboard. I bought a new integrated keyboard  and replaced it, but the same keys still don’t work even with a new keyboard fitted!

But an external keyboard continues to work fine and all the keys work.

Any other suggestions?

[Max3Aj]

@JordanB86, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
I understand how frustrating it can be when specific keys like B, N, Caps Lock, and Delete stop working even after replacing the integrated keyboard. Since you've already tried the most common solutions (driver reinstall, BIOS reset, filter keys off, and even a hardware replacement), let's dig a bit deeper.

Step-by-Step Advanced Troubleshooting

Check Keyboard Connection to the Motherboard

Even though you've replaced the keyboard, it's worth double-checking:

• Ensure the ribbon cable is securely and evenly seated in the ZIF connector.
• Inspect the connector on the motherboard for any bent pins or debris.
• If possible, reseat the cable and test again.

Perform HP Hardware Diagnostics (UEFI)

This will help confirm if the issue is hardware-related:

1. Turn off the laptop.
2. Turn it back on and immediately press Esc repeatedly, then F2 to enter HP PC Hardware Diagnostics UEFI.
3. Select Component Tests > Keyboard Test.
4. Follow the on-screen instructions and test the affected keys.

Check for Embedded Controller (EC) Firmware Issues

The Embedded Controller manages keyboard input. If it's glitched, it can cause persistent key failures.

• Perform an EC reset:
  1. Shut down the laptop.
  2. Disconnect the power adapter.
  3. Press and hold the power button for 15 seconds.
  4. Reconnect power and boot up.

Update BIOS and Chipset Drivers

Outdated firmware or chipset drivers can cause keyboard mapping issues.

• Go to the HP Support page.
• Enter your product name (e.g., HP Pavilion x360).
• Download and install the latest BIOS and Chipset drivers for Windows 11.

Check for Windows Corruption

Sometimes, Windows input services can be corrupted.

• Run System File Checker:
  1. Open Command Prompt as Administrator.
  2. Type: sfc /scannow and press Enter.
  3. Let the scan complete and follow any repair prompts.

Motherboard Fault (Keyboard Controller)

If the same keys fail on two different keyboards, and external keyboards work fine, the issue may lie with the keyboard controller on the motherboard. This is rare but possible. Then please visit the nearest HP authorized service center, the service team will check and assist you. 
Kindly follow this link to locate the nearest HP service center: HP® Service Center Locator - United Kingdom | HP® Support
(Select the country from the dropdown menu and enter the city name or pincode) 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[JordanB86]

Hi,

I've tried all the steps recommended but no resolution sadly.

I've updated all the chipset and BIOS drivers, I've run the scan for corrupt Windows files and I've done the hard reset as well as re-seating the keyboard ribbon connector.

When running the hardware diagnostics keyboard tests, the same keys fail on that test.

[Max3Aj]

@JordanB86, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support