Consistent keyboard failure

[Phoebe3]

Keyboard consistently stops working. Contacted helplines during warranty and corrected the problem, however warranty has now expired yet the issue still arises. I've ran systems tests and uninstalled the software and the problem still remains, often the keyboard will reboot itself after a few days but this is extremely inconvenient due to workload and deadlines. 

[Flower_Bud]

@Phoebe3

Thank you for joining HP Forums.

I'll be glad to help you 🙂

As I understand, the keyboard does not function, 

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:

When was the last time it worked fine?

What is the operating system on the PC? 

Did you run the hardware diagnostics on Keyboard?

Are there few keys which would stop functioning or the complete keyboard? 

Have you tried using an external keyboard and check if it works? 

Let's try these steps to resolve the issue:

Perform a hard reset (Notebooks): Follow steps from the link.

Test your keyboard in BIOS environment:

If your keyboard is not working:

1. Shut down the computer and restart.

2. Press the Esc key repeatedly to see if a startup menu opens.

• If a setup menu does not open, the integrated keyboard hardware is not working. The integrated keyboard in the notebook should be serviced or replaced.

Uninstall and reinstall keyboard device in Device Manager:

If your keyboard is not working:

1. Turn off the computer and then restart it.

2. Press the Esc key repeatedly to see if a startup menu opens.

• If a setup menu does not open, the integrated keyboard hardware is not working. The integrated keyboard in the notebook should be serviced or replaced. To continue using the notebook, connect a USB-wired keyboard to a USB port and restart the computer.

• If a setup menu opens, use the arrow keys to navigate the menus. If these keys are working in the startup menu, but then fail when Windows loads, the problems might be related to the keyboard software.

1. Restart the computer.

2. In Device Manager, uninstall and reinstall the keyboard software:

a) In Windows, search for and open Device Manager.

b) Click View and select Show Hidden Devices.

Figure: Show hidden devices

c) Click the arrow next to Keyboards, right-click the keyboard device name, then select Uninstall to remove the device from Windows.

d) Continue removing device names in the Keyboards category until all device names have been uninstalled.

1. Restart the notebook. Right-click Start (), select Shut down or sign out, then select Restart.

2. Wait for the computer to restart and open Windows.

Run HP PC Hardware Diagnostics UEFI Quick System Test for keyboard:

Run the HP PC Hardware Diagnostics (UEFI) to run tests on the computer’s main components:

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press the F2 key repeatedly, about once every second until the HP PC Hardware Diagnostics (UEFI) main menu displays.

3. From the main menu, run hardware tests and view the test logs, change the language, access system information, check the UEFI version number, and find the address for the UEFI website.

Figure: HP PC Hardware Diagnostics (UEFI) main menu

1. Select Component Tests.

2. Select Keyboard, select Run once, and then follow the on-screen instructions. The keyboard test is a interactive functional test of the keyboard that takes about three minutes.

NOTE: If you need to end a test before it is complete, press the Escape key esc.

Let me know how this goes,

Cheers!

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

[Phoebe3]

Hi,

Currently, the keyboard is working.... however it’s functionality comes and goes and is extremely inconvenient. I have received help from phone lines everytime it stops working and we follow the same steps as provided down below. Sometimes these temporarily fix the problem, and other times the problem still remains. I have ran all the tests provided in the instructions below before yet the problem still arises and is getting more frequent. I’m assuming there is an underlying fault with the laptop itself, and wondering if this can be resolved through repair or complete replacement? 

Kind Regards,

Phoebe

[DavidSMP]

@Phoebe3,

I read your post. Thank you for your efforts, great troubleshooting skills and persistence to try and resolve the issue. Kudos to you for that. As @Flower_Bud is out for the day, I am responding on her behalf.

It is early to conclude that the issue is hardware related. So please try these steps:

Run all the latest Windows 10 updates and ensure that they are correctly installed.

• Then create a new local user account as an administrator  from this link: https://support.microsoft.com/en-in/instantanswers/5de907f1-f8ba-4fd9-a89d-efd23fee918c/create-a-loc...

Log into the new user account after restarting your computer.

• Now check if the keyboard works correctly in the new user account. If it does then the problem is resolved. Otherwise, back up your important data and then reset Windows to factory settings by following directions from this link: http://support.hp.com/ca-en/document/c04742289
• This should fix the issue if it is not hardware related.
• Later update the bios and chipset drivers from this link: http://hp.com/drivers and follow the on-screen instructions.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[Phoebe3]

Hi,

I’ve tryed the top solution (as I don’t want to set my laptop to factory settings, since it’s my university laptop) and nothing seems to work. The keyboard consistently fails to work and is becoming an extreme inconvenience with regards to upcoming deadlines. A solution without resorting back to an entire factory reset of my laptop would be ideal, or even the possibility of replacement? Since the problem started within the warranty of my product purchase. 

Thanks,

phoebe

[Jeet_singh]

@Phoebe3,

It looks like you were interacting with @Flower_Bud, & @DavidSMP, but they are out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

As I understand you have a concern performing a system reset,  and possibly looking for a replacement.

In this scenario, I will share you a private message with details. Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂