keyboard has stopped working

[phill13572]

I have a hp laptop 15-dw3xxx and after it automatically updated drivers the keyboard has stopped working. When restarting the computer I Had a message saying couldn't load driver jmccgp.sys. After trying everything I could find  from google regarding keyboard not working I even did a factory reset but still the keyboard is not working . Can anyone offer some advice please . Thank you .

[A_Gayathri]

Hi @phill13572 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you're dealing with a problematic driver issue related to the jmccgp.sys file, which might have affected the keyboard functionality. Since you've already tried a factory reset, here are a few additional steps to help you troubleshoot the keyboard issue on your HP Laptop PC 15-dw3000:
 

1. Check if the Keyboard Works in BIOS:

• Restart the laptop and press F10 (or Esc followed by F10) to enter the BIOS menu.
• If the keyboard works in BIOS, the issue is likely related to Windows or the drivers. If it doesn't, it may indicate a hardware issue.

2. Uninstall and Reinstall the Keyboard Driver:

• Open Device Manager (right-click the Start button and choose it from the list).
• Expand the Keyboards section, right-click on the keyboard device (e.g., Standard PS/2 Keyboard), and choose Uninstall device.
• Restart the computer. Windows should automatically reinstall the keyboard driver upon booting up.

3. Run the Keyboard Troubleshooter:

• Go to Settings > Update & Security > Troubleshoot > Additional troubleshooters.
• Select Keyboard and run the troubleshooter to see if it detects any issues.

4. Update or Roll Back Keyboard Driver: 

• If a recent update caused the issue, try rolling back the keyboard driver.
  1. Open Device Manager again, right-click the keyboard driver, and choose Properties.
  2. Under the Driver tab, click Roll Back Driver if the option is available.
• Alternatively, update the driver to the latest version by selecting Update driver and choosing Search automatically for updated driver software.

5. Disable Filter Keys:

Sometimes, enabling Filter Keys can cause keyboard issues.

• Go to Settings > Ease of Access > Keyboard.
• Make sure Filter Keys is turned off.

6. Try External Keyboard:

If possible, try connecting an external USB keyboard. If the external keyboard works, it could be a hardware issue with the built-in keyboard.

7. Check for Corrupted System Files:

Run the System File Checker (SFC) to check for any corrupted system files that might be causing the issue.

1. Open Command Prompt as an administrator (right-click Start > Command Prompt (Admin)).
2. Type sfc /scannow and press Enter.
3. Let the scan complete and follow any prompts for repairs.

8. Perform a BIOS/UEFI Update:

Sometimes updating the BIOS can fix hardware-related issues. You can download the latest BIOS for your model from the HP support website and follow the instructions to update it.
 

Refer to this document: HP Laptop PC 15-dw3000 (1A3Y7AV) User manual 

HP Laptop PC 15-dw3000 (1A3Y7AV) Software and Driver
HP Notebook PCs - Keyboard troubleshooting (Windows)
 

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. 

[phill13572]

Thank you very much for your reply. I have tried all suggestions but unfortunately the keyboard is still not working. A couple of things to note, the keyboard does work in bios. When I open the device manager the keyboard is missing from the list. I would be very grateful if you have any further suggestions. It is very frustrating having to use the virtual keyboard. Thanks In advance. 

[A_Gayathri]

Hi @phill13572 ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of 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 for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!