Keyboard fault.8 letter keys inoperable

[Stevieboyhistor]

Top row of letter keys do not work. Tried the keyboard test on start up, using the esc key. Any suggestions welcome!

[DavidSMP]

@Stevieboyhistor,

Thank you for visiting the HP support forums and a good day to you. I reviewed the post. I will gladly assist you here. Great description and terrific diagnosis of the issue. Kudos to you for that.

• Did you try another wired external USB keyboard and check if the keys on the top row work or not?

It looks like a hardware issue with the keyboard and it might need to be replaced as the diagnostics did not come up when you tried the Esc key sequence.

Let's try these steps:

Perform a hard reset on the notebook by following these instructions from this link: http://support.hp.com/us-en/document/c01684768

• Then keep tapping the Esc key as soon as you power on the computer. Now run the F2 diagnostics and check if it takes you to that screen.
• Run the F2 diagnostics by following instructions from this link: https://support.hp.com/in-en/document/c03467259 (HP PCs - Testing for Hardware Failures) and run the Keyboard tests under the component tests option.
• If it fails, make a note of the failure code for the keyboard.
• If it does not run the diagnostics, then connect an external wired USB keyboard to one of the USB ports of the computer. 
• Log in to Windows and check if the external keyboard works in different applications like Word and Excel.
• Check if the top row of the keyboard letters work or not. If they work, then the actual keyboard of the notebook is faulty and needs to be replaced.

I will send you a private message to assist you with the next course of action. Check your forum private message box in the upper right corner next to the bell icon. 

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. 🙂