HP Envy Laptop 17-cw0xxx Keyboard Freezes/Locks Semi-Randomly

[StringRay]

I purchased an HP Envy Laptop 17-cw0xxx with Windows 11 last month brand new from Best Buy. In the month I've had it, the keyboard has frozen/locked ten times. Eight of those times have seemingly been related to scrolling down a long webpage using the "PG DN" key, but in two instances I was in the middle of writing normally in a word doc where it inexplicably froze. Restarting the laptop fixed the issues each time as all the keys are physically working correctly with no problems, but I shouldn't have to do this for something built into the system, especially when I just bought it.

I have never encountered this problem before with any laptop, including my previous HP Envy I purchased in 2018 that I would have preferred to keep using if the right hinge had not broken preventing me from safely closing it for over a year. Both of these experiences have dampened my confidence in HP products.

[Irfan_06]

Hi @StringRay,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your Laptop keyboard.

Kindly refer to the steps on this link and let me know if that resolves the issue.

Also, Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

Please click “Accepted 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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support