Keyboard not working properly

[anewme2019]

Hello, I have a few keyboard keys on my laptop that are not working properly. They work 50% of the time. Sometimes they are delayed. Sometimes they don’t work at all. I sprayed the can of air in them to clear the debris. I've tried to update drivers. I ran a test on the hardware and it said the key board is working properly. What should I try next? It’s my 9,O,p and L button. The computer is a HP Pavilion x360. Purchased in 2018 from Best Buy. Warranty is expired. 

[IT_WinSec]

Hello @anewme2019 

Welcome to the HP Support Community.

Can you confirm/clarify :

• Is it only these keys you refer to - 9, 0, L, P  that are affected ?
• Does it happen only in some applications, like while typing in EDGE browser or Internet Explorer or another app ?
• Can you try to click on Start button -> type and then open Notepad

• Try opening the Notepad and try to test your keys inside Notepad app only

Let me know how it goes. Thank you for choosing HP !

[anewme2019]

Hello, thank you for the quick reply. Yes I am able to type in my notebook with the letters polk09. It varies day by day. Sometimes P O L K 0 9 work, sometimes they don't. Those are the only ones affected. It happens in all programs that I use. When I turn the computer on, I have a hard time entering the password because it had the number 9 in it, and the 9 key is not working well.    

I ran a test on the hard drive. It was to test the hardware and it said keyboard and buttons was working properly.  

[IT_WinSec]

Well, this is definitely an awkward issue.

• Do you feel the keys hard to press ?
• Can you confirm with Notepad app specifically - how is it in them ?
• Can you provide me your full product name and its product number ? Here is an article which explains how to find them >> https://support.hp.com/us-en/document/c00033108
• Click on the Start button of Windows, type  msinfo32  and run the system information app. Click on System Summary. On the right side you should see a big list of information. Find the BIOS Version/Date and let me know this information

Looking forward to your reply.

[IT_WinSec]

Additional step that came to my mind...

• In Windows, click on the Start button and search for and open Device Manager.
• Click View, and then select Show hidden devices.

  

• Click the arrow next to Keyboards, right-click the keyboard name, and then click Uninstall to remove the device from Windows.
• Remove all devices in the Keyboards category, and then restart the computer.
• Here is how to restart your Windows >> https://www.digitalcitizen.life/7-ways-shut-down-or-restart-windows-10-pc-or-device

Let me know if this works for you

[anewme2019]

Hello, thAnks for the help. 

HP Pavilion x360 - 14m-cd0001dx

[edit]

Product number:4BV71UA

Bi0s version is Insyde.F.20 , 8-1-2018

The buttons are not hard to press. No dirt, crumbs, or liquid have entered. 

[IT_WinSec · Accepted solution]

Hi @anewme2019 

• Have you tried the suggestion with regards to the Keyboard drive (Device Manager - above) ?

• Your BIOS/UEFI is outdated (about 1.5 years old).
  Please, try to update it - here is the latest version for your model >> https://ftp.hp.com/pub/softpaq/sp100501-101000/sp100877.exe

BIOS update taken from >> https://support.hp.com/ca-en/drivers/selfservice/hp-pavilion-14m-cd0000-x360-convertible-pc/20283986...

Here are instructions how to update the BIOS/UEFI >> https://support.hp.com/ee-en/document/c00042629

Let me know how it goes after that.

[anewme2019]

Hi, and thank you for the response.  I did update the BIOS like you told me to do above.  Yes it has helped a lot.  The keys are still occasionally sticking, but not as much as before. I'm a teacher working from home, so Im trying to get the computer in good condition.  Tomorrow i'll let you know how the computer is doing. 

[IT_WinSec]

Hi,

Thank you for posting back. Yes, please, provide me with an update. 🙂

• Have you tried the suggestion with regards to the Keyboard drive (Device Manager - above) ?

• In regards to your issue - you report that this is only on 9,O,p and L buttons. These may be related to the Num lock button - numeric keyboard. Do you use these buttons as numeric keypad - similar to this picture:

If this is the case, there is an HP article with an issue similar to yours which provides a suggestion you need to follow (to adjust a setting) -> here it is ->  https://support.hp.com/bg-en/document/c04589581

• You may also click on the Windows Start button and type Easy of Access keyboard settings

Open this panel and ensure that the option "Use Filter keys" is set to OFF

Close the window and try again

Let me know how it goes 🙂

[anewme2019]

Hi thanks for the reply. I don't use the keys  as a numeric keypad .  I don't see a number lock button on my computer.  I did try to delete the keyboard drivers, but it didn't solve the problem.  Updating the BIOS seems to be a solution so far.  I'll give it a few more days to see if the problem returns.  Thanks so much for helping.