Spectre X360 Some keyboard keys not working

[BrianAU]

Hi folks, I have HP Spectre x360 Convertible Model 13-ae024TU. Running Windows 11 latest version and patch update.

- Some of the keys on the integrated keyboard are intermittently not working 4,5,r,t,f,g,v,b rest of the keys work fine.

- Updated the PS/2 keyboard driver (used by the integrated keyboard) - still fails

- Reinstalled the last Windows update

- re-Installed BIOS update

- Contacted HP support on WhatsApp. They/we did lots of tests and checks.

- Keyboard Diagnostics sometimes passed, sometimes some of the keys failed - intermittent failures (always the same keys).

- Eventually a boot in safe mode seemed to fix the problem. But ive now just booted and the same keys arent working again.

- With a wireless /dongle Logitec keyboard all keys work perfectly well.

- The wireless keyboard /dongle loads a HID driver, the integrated keyboard loads a PS/2 keyboard driver

- Cant be a hardware keys issue as the keys work perfectly after the Safe Mode boot.

Any assistance would be greatly appreciated.

[Kuroi_Kenshi]

Hi @BrianAU,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP Spectre x360 (13-ae024TU) has intermittent keyboard keys not responding in Windows 11, while the same keys work in Safe Mode and with an external keyboard. Let’s go through a few steps to check what could be causing this.

Power drain and embedded controller reset
Shut down the laptop and disconnect the charger and all peripherals.
Press and hold the power button for 15–20 seconds, then reconnect power and start the system.

Reset BIOS settings to default
Restart the system and press F10 to enter BIOS Setup.
Select Restore Defaults, save changes, and reboot to clear any corrupted keyboard firmware settings.

Disable Fast Startup in Windows
Open Control Panel → Power Options → Choose what the power buttons do.
Disable Fast Startup, save changes, and restart the system to prevent driver state corruption.

Remove and reinstall the integrated keyboard device
Open Device Manager and expand Keyboards.
Uninstall the PS/2 keyboard device, restart the system, and allow Windows to reinstall it automatically.

Check for HP hotkey and system interface drivers
Install or reinstall the HP Hotkey Support and HP System Event Utility for your model.
These drivers control keyboard scanning and special key handling outside Safe Mode.

Test with a clean boot environment
Perform a clean boot by disabling all non-Microsoft startup items and services.
Restart and check if the affected keys function normally to isolate software conflicts.

Verify keyboard behavior in HP UEFI diagnostics
Restart and press F2 to open HP Hardware Diagnostics (UEFI).
Run the keyboard test multiple times to confirm whether failures occur outside Windows.

Observe consistency of failing keys
Since the same group of keys fails intermittently and works in Safe Mode, this points to a driver, firmware, or background service issue rather than physical key damage.
Persistent failures in normal mode only usually indicate keyboard controller communication instability.

I hope this helps.

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Best regards,