keyboard not working after BIOS update

[MichaelH100]

the support manager had a bios update in the queue. i applied it as i was getting random freezes and hoped it would help.  unfortunatey screwed up the laptop keyboard. mostly does not work or sometimes works for a few strokes and quits. looks like its cacheing because letters sometimes show up minutes later. currently using virtual keyboard to write this and have to reboot multiple times lo login and be able to enter pin.   HELP!!!

Currently running latest bios-Insyde F.31 December  as well as latest keyboard driver.

[Jeet_singh]

Hi @MichaelH100,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with the keyboard not working after a recent update. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you tried to check if an alternate keyboard works on this PC?

Have you tried to uninstall and reinstall the keyboard drivers?

Did you try to run any test on the keyboard from F2?

In the meantime, let's try these steps here: 

Let's start off by uninstalling and reinstalling the keyboard drivers from Device manager and check if that helps.

Please right-click on start>select device manager>Expand Keyboards>Right-click on the listed drivers and uninstall them. Then restart the computer and check again if the issue is fixed.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Once done, restart the computer and check if the issue persists,

If the issue persists, I would suggest here is to run a test on the keyboard. 

First off, we need to diagnose correctly if the issue is hardware or software related.

Please perform a hard reset first. Link: http://support.hp.com/us-en/document/c01684768

Then please go to the recovery manager to check the keyboard and mouse. If it works there the issue could be software related. If not then it is a hardware issue with the unit.

Steps to go to recovery manager.

• After a hard reset power down the unit.
• Then please keep tapping the “ESC” key gently several times as soon as you power on the unit.
• It brings up the startup menu if the keyboard works.
• Here please press F11 to get into recovery manager. Please check if the touchpad works here with the mouse disconnected.
• If it works great, the issue could be software related.
• Also, try the keyboard in the command prompt.
• To do this please select troubleshooting>advanced options>command prompt and type all the keyboard characters to check if they print correctly. The command prompt window is a black window.
• If everything works fine, then please try to perform a system restore to an earlier time before the issue occurred. Link for system restore: http://support.hp.com/us-en/document/c03327545 “ select the option “Restore your computer when Windows cannot start normally”
• If this does not work please back up all your files and perform a complete system recovery to factory settings from this link: http://support.hp.com/us-en/document/c03327545 Select the option “Recovery when Windows 10 does not start correctly”

Some links that could be helpful.

Link for keyboard issues:  HP Notebook PCs - Notebook Keyboard Troubleshooting (Windows 10, 😎

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[MichaelH100]

Hello Jeet Singh

thank u for replying. i had implemented all of the below steps with no change. i am sure this is s/w...a bios/driver mismatch. i am avoiding any recovery that does not include  the bios.

i think a restore of the original bios or at least one before October - which is the one support manager recommended and got me in to this. i then installed the Dec version but no change.

open to any other suggestions and maybe a link to doc on downloading and installing old bios ..

thanks for the followups. and i should repeat...the keyboard works for 5-10 letters every once in a while. and then no input. not just no echo - no input. bits are getting cached somewhere possibly. lucky for the vKeybd.

[Jeet_singh]

Hi @MichaelH100,

Thanks for the update,

As I understand you have followed the steps suggested and unfortunately, this has not helped to resolve this issue. As you have suggested, you could definitely try to restore the Bios and check if this helps.

Start with a hard reset to release any excessive static on the PC: 

• If Windows is open, click Start and then Shutdown. 

• If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off. 

• With the power off, disconnect the power cord from the back of the computer.

• With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out. 

• Reconnect the power cord and turn on the power. 

Attempt to reset or recover the existing BIOS (if the recent update was interrupted): Click here 

Step 1: Verify the current BIOS version installed and the correct ROM Family SSID for your PC 

Step 2: Find the BIOS updates 

Step 3: Download and install the BIOS update 

  

For more details: Click here 

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[MichaelH100]

hello Jeet,

getting back with an update.

i have reinstalled win 10 and see some improvement but still issues with keyboard - cacheing of chars that show up min. later.

i need to update the bios and see a new Jan 2018 version available. i have downloaded but now get 'bios update blocked on this device' when running the install. i cannot find a fix. any suggestions?

[MichaelH100]

I have not received a reply on this one and still trying to get by with the vKeyboard.

i need to update the bios and see a new Jan 2018 version available. i have downloaded but now get 'bios update blocked on this device' when running the install. i cannot find a fix on these forums. any suggestions?

[AFROB]

hello ,

i also have the same problem on probook 4330s

im sure the problem is the bios update and im waiting for a new version with fix 

thanks