HP Envy keyboard/touchpad not working in Windows but work in BIOS

[cmUnicorn]

HELP. Turned on my laptop and the keyboard and TouchPad are nonresponsive in Windows but works in BIOS (rules out hardware). Things I have tied that failed (not in order):

-Windows in place repair

-Computer reset

-Updated drivers from Windows & HP

-Uninstalled Windows update

- Enabled Legacy Mode

-Disabled Intel Sensor Solution Driver

What am I missing?! Windows support has said that I've used up my free support and they can no longer provide assistance. Hp wants to charge $60 to even connect to a rep, which I do not want to pay money if it's not guaranteed they will fix it. I am a graduate student who desperately needs to finish her capstone...

[Echo_Lake]

@cmUnicorn

Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.

[cmUnicorn]

A factory reset did not work. I’m not sure if it’s because it gets to around 50% and then stops & says it’s completed.

[Echo_Lake]

@cmUnicorn

Thank you for posting back. 

Use HP PC Hardware Diagnostics to complete functional test of the keyboard and identify any problems with the hardware.

NOTE: Bluetooth devices are not currently supported.

1. Download the latest version of HP PC Hardware Diagnostics.

2. In Windows, search for and right-click HP PC Hardware Diagnostics for Windows, and then select Run as administrator.

   

3. Click Component Tests, click Input Devices, and then select the Keyboard Test.

   

4. Click Run once to begin the test.

   The test ends when you complete the tasks or after 3 minutes.

For more information about using the HP PC Hardware Diagnostics for Windows, go to HP PCs - Testing for Hardware Failures.

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.

[cmUnicorn]

I initially tried that but since my keyboard or mouse doesn’t work once Windows loads, I don’t have any keyboard/mouse responses and the test was failed.

[Echo_Lake]

@cmUnicorn

Thank you for posting back,

This sounds like hardware related issue with the HP keyboard. Hence, I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.