my envy x360 laptop keyboard is not responding to allow me to put pin in and no options show on scr

[Corky735]

This is my wifes computer, purchased this summer and hasn't been used but a few times since. it does not respond to the traditional keyboard to put in pin. The only thing on the login page is the place to put the pin in. There is no option verbiage on the screen.  

[Jerry_57]

Hi @Corky735,

Welcome to the HP Support Community.
 

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

If the keyboard on your HP ENVY x360 laptop is not responding, there are several troubleshooting steps you can take to try to resolve the issue:
 

Check External Keyboard: To rule out any hardware issue with the built-in keyboard, try connecting an external USB keyboard to see if it responds. If the external keyboard works, the problem may lie with the laptop’s internal keyboard.

Restart the Laptop: Sometimes a simple restart can resolve temporary glitches. Hold down the power button until the laptop powers off, and then turn it back on.

Perform a Hard Reset:
 

• Turn off the laptop.
• Disconnect the power adapter.
• Press and hold the power button for about 15 seconds. This can clear residual power and reset certain hardware controls.

Boot into Safe Mode:
 

• If possible, try to boot into Safe Mode by pressing the power button and immediately beginning to press the F8 key repeatedly until the Advanced Boot Options menu appears.
   
• Select Safe Mode with Networking to see if the keyboard works there.

Check for Driver Issues:
 

• If you can access the Device Manager (you may need to use an external keyboard), check for any driver issues or updates by expanding the keyboard section and ensuring there are no yellow warning icons.
   
• You can also attempt to update the driver from the https://support.hp.com/us-en  for your specific model.

Perform a BIOS Update:
 

• Check the HP website for any available BIOS updates for your model, and follow the instructions carefully to apply them. Make sure your laptop is plugged in during this process.

Access On-Screen Keyboard: If no external keyboard is available, try to enable the on-screen keyboard to enter your PIN:
 

• On the login screen, look for the accessibility options (may appear as an icon of a clock or a man). From there, you should find an option to enable the on-screen keyboard.

Check for System Restore:
 

• Use System Restore from a restore point if available to roll back the system to a time when the keyboard was functioning properly. This will not affect your personal files but will remove apps and drivers installed after the restore point.
  
  
  I hope this helps.

Take care and have an amazing day!
 

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Jerry_57

HP Support