HP Envy x360 m6 Convertible Keyboard stopped working

[failsafe3]

Hello, I've been working on troubleshooting my HP Envy x360 m6 Convertible after the keyboard and Tracpad stopped working. I was able to get the Tracpad to work again after going in to device manager and changing it from the default Synaptics SMBus TouchplPad, to the PS/2 Compatible Mouse. 

However, I have not been able to get the keyboard to work in any way. An External USB keyboard does work.

Here are the troubleshooting steps I have taken so far:

-Updated windows to latest available version (22H2)

-Downloaded the latest keyboard drivers from the HP website and installed them

-Rolled back the drivers to see if that would help

-changed the drivers to the other driver set provided on the system, I believe it was HID compliant device

-un-installed all keyboard drivers 

-un-installed all Bluetooth drivers

-un-installed 12C driver

-un-installed all TouchPad drivers

-entered BIOS and set default settings

-performed the hardware test, the internal keyboard does work IN BIOS and in the HARDWARE TEST.

When the system gets to windows, the keyboard does not work. I would like to remove the battery and discharge the system, but I don't have a Torx bit that fits to pull the battery out, but I can get one. 

Any other ideas would be very helpful!

[Raj_05]

Hi @failsafe3,

Welcome to HP Support Community.

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

It sounds like you've done quite a bit of troubleshooting already! Given that the keyboard works in BIOS and during the hardware test, it seems like this issue is software-related rather than a hardware failure. Here are some additional steps you can take to resolve the issue.

Check for Windows Updates and Optional Updates:

• Sometimes, there are optional updates available for drivers that can be installed through Windows Update. Go to Settings > Update & Security > Windows Update, then check for updates. Also, look for any optional updates and install them.

Disable Fast Startup:

• Fast Startup can sometimes cause issues with hardware detection. You can disable it by going to Control Panel > Power Options > Choose what the power buttons do > Change settings that are currently unavailable > Uncheck "Turn on fast startup."

Perform a Clean Boot:

• This can help identify if any third-party applications or startup items are causing the issue. Follow these steps to perform a clean boot:
  • Press Windows + R, type msconfig, and press Enter.
  • In the System Configuration window, go to the Services tab, check "Hide all Microsoft services," and then click "Disable all."
  • Go to the Startup tab and click "Open Task Manager."
  • In Task Manager, disable all startup items.
  • Close Task Manager and go back to the System Configuration window, then click OK and restart your computer.

Check for Conflicting Software:

• Certain software can interfere with hardware functionality. Consider uninstalling any recent software installations or updates that might be causing the issue.

Check Device Manager for Conflicts:

• In Device Manager, expand the "Keyboards" section and look for any devices with a yellow triangle or error. If you find any, try updating or rolling back the driver.

[Raj_05]

Run Hardware and Devices Troubleshooter:

• Press Windows + R, type msdt.exe -id DeviceDiagnostic, and press Enter. This will open the Hardware and Devices troubleshooter. Follow the prompts to see if it can detect and fix the problem.

Update BIOS/Firmware:

• Check if there's a BIOS or firmware update available for your device on the HP support website. Sometimes, updating the BIOS can resolve hardware compatibility issues.

Remove the Battery and Discharge:

• As you mentioned, removing the battery and discharging the system might help. Once you get a Torx bit, follow these steps:
  • Turn off the laptop and disconnect all peripherals.
  • Remove the back cover and disconnect the battery.
  • Press and hold the power button for 15-20 seconds to discharge any residual power.
  • Reconnect the battery, put the back cover on, and turn on the laptop.

System Restore:

• If the keyboard was working recently, you can try performing a System Restore to revert your system to a previous state when the keyboard was functioning. Go to Control Panel > System and Security > System > System Protection > System Restore.

Reset Windows:

• As a last resort, you can reset Windows while keeping your files. Go to Settings > Update & Security > Recovery > Reset this PC > Keep my files.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[failsafe3]

Hi, thanks for your tips! I've tried all of the provided solutions, however none of them had any effect with the issue I've been experiencing. The system was brought to the most recent update, including optional updates. I did disable fast start up, as well ass performed a clean boot following your instructions. The keyboards in device manager doesn't have any conflicts listed either. I have also now removed the back panel, disconnected the battery, and discharged the system.

There are signs that a previous person had opened the system, and I have found that the touch screen cable was disconnected. I was not able to identify any other cables disconnected, but again I've already verified that the hardware works fine. Any other ideas?

[failsafe3]

Hello, thank you for your response!

Have have ran the trouble shooter, but it was unable to detect the problem. I have updated the bios to the latest provided version, and I have acquired the Torx set (they are T5 screws for reference) and discharged the system.there are no system restore points, and as such

I have performed a system reset with keep data selected, loading from the computer. This did not work, and so I performed another system reset, this time selecting to not keep data (after backing up the data to an off system device) and selected the cloud update. Thus also did not work, the keyboard in the system still does not function, even in the windows setup screens. 

Any other ideas? 

[Raj_05]

Hi @failsafe3,

Thank you for your response, 

I'm sending a private message to assist you with the next 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.

Alden4

HP Support