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Lunalovejoy
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Message 1 of 2
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Some keys not working after factory reset

HP Recommended
Pavilion x2

Hi there. Did a factory reset of my laptop yesterday, and immediately some of the keys on the keyboard no longer work. I've followed all troubleshooting including cleaning all the connectors etc, I've uninstalled and reinstalled drivers too. Still no luck. I don't believe it's a hardware failure due to the circumstances surrounding the issue (fine one minute, factory reset, not working after). I've read a couple of similar threads and still no joy with the advice. Can anyone help til the phone lines open? Thank you 

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WAWood
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Message 2 of 2
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HP Recommended

@Lunalovejoy 

Given the date of your post, I would have expected someone to respond to it before this -- but since that has not happened, I will take a shot at it ...

From your comments, it sounds like you did an "internal" factory reset -- and those often fail, as yours appears to have done.

 

Since your PC can not successfully do an internal factory reset, your only ways to accomplish this are the following:
- Factory reset using external HP image you make
- Factory reset using external HP image you buy

Each of these is discussed in some detail below ...

---------- Factory reset using external HP image you make ----------
HP provides a Cloud Recovery tool that you can use, together with a 32GB USB stick, to create your on HP reset media.

Here is the link: https://support.hp.com/us-en/document/c06162205

This works the same as the factory reset described above.

---------- Factory reset using external HP image you buy ----------
For those PCs not supported by the Cloud Recovery, in some cases, HP offers Recover Media for sale. This can not be downloaded; instead, it must be ordered from HP.

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities.

In some cases, you may be able to order a USB stick instead of disks.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click &quot;Update&quot;.<br><br>If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the &quot;+&quot; symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Support.

HP contact info: https://support.hp.com/us-en/contact-hp?openCLC=true

If HP no longer carries the media you need, another site you should check for HP Recovery Media is: http://www.computersurgeons.com/

These work the same as the factory reset described above.



I am a volunteer and I do not work for, nor represent, HP
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