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.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[BrianAU]

Hi Kuroi Kenshi, thank you so much for your reply. 

Apologies for my delayed reply. I’ve been away from home for a while. 
I ran all the steps you recommended. After every step I tested the keys with same fail result. 

• Cannot find HP Hot Key Support driver
• After clean boot, only Microsoft in startup intermittent failures
• Immediately after startup - fail
• Soon after startup, keys became operable
• After that keys became intermittently operable
• After that keys stopped working
• Found Norton had started by itself? Other tasks had stated without checks in startup apps
• Onlykeys which are consistently in fail are: 45fgvb rest are ok. 
  
• In diagnostics, keys fail but on retest, sometimes pass.
• any Other suggestions would be greatly appreciated. Thanks for your assistance.  Brian. 

[Kuroi_Kenshi]

Hi @BrianAU,

Thank you for the response.

I understand your HP Spectre x360 (13-ae024TU) has specific keys (4, 5, f, g, v, b) intermittently failing in Windows 11, while they work in Safe Mode and with an external keyboard. Since you’ve tried driver reinstalls, BIOS updates, clean boot, and diagnostics with intermittent results, this points to a software or firmware-level conflict rather than a hardware failure. Here’s a structured approach to try next:

Check for lingering software conflicts
Even after a clean boot, some third-party apps (like Norton or background utilities) may load post-startup and interfere with the PS/2 keyboard driver.
Temporarily uninstall or disable such apps (Norton, macro tools, remapping software) and test the keyboard.

Update or reinstall HP System and Hotkey drivers
You mentioned trouble finding the HP Hotkey Support driver; try these links or the HP Support Assistant:

HP Hotkey Support: HP Driver Page → enter model → Software & Drivers → Keyboard/Mouse

HP System Event Utility: same page as above.
These control PS/2 keyboard scanning and special key handling.

Check Filter Keys and Accessibility Settings
Go to Settings → Accessibility → Keyboard and make sure “Filter Keys” is off.
Filter Keys can cause intermittent key response issues on PS/2 keyboards.

Reset Embedded Controller (EC) / Perform full power drain
Shut down, unplug all peripherals, and remove battery if possible (or leave unplugged for 10–15 min for Spectre EC reset).
Press and hold power button for 30 seconds, then reconnect power and boot. This clears possible keyboard controller glitches.

Test with minimal Windows services
Create a temporary new Windows user account with no extra software.
Log in and check if the keys work consistently, this helps isolate a user-profile or startup service issue.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[BrianAU]

Hi @Kuroi Kenshi,

I have completed all the steps requested in the sequence recommended

• Keys are still failing and they are failing always, not intermittently.
• HP WhatsApp support have recommended the physical keyboard be replaced.

 Thanks so much for all your time in assisting me. Anything else to try or is it the physical keyboard? 
Best regards, Brian

my notes on the tested are below

Here’s a structured approach to try next:

Check for lingering software conflicts Even after a clean boot, some third-party apps (like Norton or background utilities) may load post-startup and interfere with the PS/2 keyboard driver. Temporarily uninstall or disable such apps (Norton, macro tools, remapping software) and test the keyboard.

The following apps were uninstalled. Testing after each uninstall showed keys still failing

Uninstalled to test:

Windows co-pilot disabled

7-Zip 22.01

Acrobat - reinstalled

Acronis - reinstalled

Adobe -keys still failed. REINSTALLED Acrobat reader

Logi Options

Logi plugin

Norton 360 Advanced - reinstalled

Norton VPN

Norton utilities - Cancelled subscription.

Norton Safe Web

Betaflight configuration

Opentx Companion

Messenger Facebook

Messenger Meta

Messenger Messenger

Update or reinstall HP System and Hotkey drivers You mentioned trouble finding the HP Hotkey Support driver; try these links or the HP Support Assistant: HP Hotkey Support: HP Driver Page → enter model → Software & Drivers → Keyboard/Mouse

Did this, but there was no driver/app for this anywhere I could see.

Support assistant checked and found no updates

Can’t figure out how to specifically search in the assistant for Hotkey

HP System Event Utility: same page as above. These control PS/2 keyboard scanning and special key handling.

Not installed yet on pc

Downloaded and installed from Microsoft store

Opened and ran system diagnostics

It self-restarted pc

Keys still fail

Check Filter Keys and Accessibility Settings Go to Settings → Accessibility → Keyboard and make sure “Filter Keys” is off. Filter Keys can cause intermittent key response issues on PS/2 keyboards.

Checked, Filter Keys was off

Reset Embedded Controller (EC) / Perform full power drain Shut down, unplug all peripherals, and remove battery if possible (or leave unplugged for 10–15 min for Spectre EC reset). Press and hold power button for 30 seconds, then reconnect power and boot. This clears possible keyboard controller glitches.

Completed as described. Keys still fail

Test with minimal Windows services Create a temporary new Windows user account with no extra software. Log in and check if the keys work consistently, this helps isolate a user-profile or startup service issue. I hope this helps.  

Created a new local user

Logged in - keys still fail.

thanks so much for all your assistance. 
best regards, Brian

[Kuroi_Kenshi]

Hi @BrianAU,

Welcome to HP Support Community!  

Thank you for reaching out regarding your laptop. 

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,