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‎08-07-2019 11:23 PM - last edited on ‎08-08-2019 08:11 AM by Retired

HP Recommended
Product: HP Pavilion 15-e011sr
Operating System: Microsoft Windows 10 (64-bit)

Greetings!
I ask you to help solve the problem with the keyboard on the laptop.
Serial number: [edit]
Product Number: E2W05EA#ACB

When trying to install Windows 7,8,8.1,10: the keyboard does not work already at the stage of entering the PC name and user name.
Installation went fine only with an external keyboard connected via USB.
There are no other problems, touchpad and other works fine.

 

p.s. prefer solve that problem for Win10.

7 REPLIES 7

‎08-10-2019 04:07 PM

HP Recommended

@KevLaRjkee

 

Please run a Keyboard Test from F2 to confirm the Hardware Functionality

 

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Keyboard

 

Keep me posted
 

KrazyToad
I Am An HP Employee

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‎08-18-2019 09:55 AM

HP Recommended

@KrazyToad 

 

So after the checks the problem is this: keyboard works only in Linux and BIOS.
After installation with an external keyboard - the built-in still does not work.

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‎08-18-2019 02:49 PM - edited ‎08-18-2019 02:50 PM

HP Recommended

@KevLaRjkee

Thank you for posting back. 

 

This sounds like an Operating system related issue, by reinstalling windows OS will fix the keyboard issue. 

Click here to perform a system recovery 

Note: Back up all personal files and read all caution statements before performing a system recovery.

 

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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‎08-18-2019 03:10 PM

HP Recommended

This problem manifests itself during a clean installation of the OS.

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‎08-18-2019 04:13 PM - edited ‎08-19-2019 08:21 PM

HP Recommended

@KevLaRjkee


Glad to hear that the issue is resolved by reinstalling the OS. If you need any help, feel free to reach out to us.

 

Have a great day!

ECHO_LAKE
I am an HP Employee

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‎08-19-2019 06:22 AM

HP Recommended

What? Issue not resolved! 

After clean install keyboard not working! **bleep**?

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‎08-19-2019 08:19 PM

HP Recommended

@KevLaRjkee

Thank you for posting back. 

 

apologize for the inconvenience caused. 

 

As you've mentioned earlier that keyboard hardware is working fine only in Linux and BIOS. Hence this confirms its not a hardware related issue with the keyboard. 

 

However, even after reinstalling the clean Windows OS couldn't fix the keyboard issue. I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. 

 

HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

 

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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