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‎01-07-2024 11:45 PM - edited ‎01-07-2024 11:47 PM

HP Recommended
Product: HP Spectre x360 - 13-ac064tu

The keyboard and touchpad on the laptop were working fine until a few days ago. 

 

When using windows, there is no input when any of the keys are pressed, or any activity is done on the touchpad. 

An external mouse and keyboard work fine.

 

Troubleshooting has used the following tools.

1. Restart system.  Made no difference,  keys still not recognised

2. UEFI PC Hardware Diagnostics.  This showed that all key press events from all the keys were recognized

3.  HP PC Hardware Diagnostics Windows tool.  This showed that none of the key press events were recognized

4. Windows updates.  Response was "You're up to date"

5. Device Manager Driver updates.  Response from Keyboard device was "The best drivers for your device are already installed"

6. Windows backup and Restore.   The restore to an earlier version made no difference,  Windows still did not recognize any key press events 

7.Activity centre.  Showed that tablet mode was turned off, so keyboard events should have been recognized

8. Screen folded behind keyboard and returned to normal position.  Keyboard events not recognized in either configuration. 

  

The results of the UEFI PC Hardware Diagnostics test show the keyboard does not have a hardware fault. 

The results from "backup and restore" show the windows drivers and software cannot be the reason why the keyboard is not working.

 

Are there other troubleshooting activities can be done to identify why the keyboard/touchpad are not working when using windows?

 

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