Laptop Keyboard and touchpad didn't work in windows, but work in Bios and external keyboard work

[Jim-FR]

Hello,

on my laptop x360-14-dh1006nf, Laptop Keyboard and touchpad was working since long time and recently both didn't work in windows 11,

but keyboard work in Bios and external keyboard work in windows

Please notice : I have the same issue when I'm starting in safe mode

So I need to use the virtual keyboard on the sensitive screen or external keyboard to be able to login

I have try several action but it has not fix :

- disable tablet mode / enable tablet mode

- remove all keyboard drivers (active + hidden in device panel) and restart

Some information strange that can help to understand :

- when I select / unselect the "mute" button on my external keyboard, the light is OK on the laptop keyboard

- but when I select / unselect the "caps lock" button on my external keyboard, there is NO light on the laptop keyboard

I have all the drivers up to date and I didn't identifed to have install recently a driver that should be the root cause of this issue.

Another Information, Since several month before the issue, my touchpad was failing and was seen with warning flag in device panel, the solution was to disable and enable the device in device panel and it was working again.

I have check and the 

So what is the issue ? 

I was thinking it is hardware issue, but keyboard light work for mute button and keyboard working in Bios and this is strange to have Keyboard + touchpad impacted in the same time.

I was expecting to reinstall windows but don't think it will fix issue because I have the same issue on safe mode

Can you please help me ? 

Thanks in advance for help 

[Nal_NR]

Hi @Jim-FR,

Welcome to the HP Support Community. 

I'd like to help!

this is a Hardware issue. However, the support here is limited to software troubleshooting. However, since the unit might need repair, I would request you to contact HP Phone support who would have the option to schedule a repair as per the warranty and the issue can be fixed.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[anaysinhal]

This is not a hardware issue, I am facing the same problem. The keyboard and TouchPad are working fine in bios. Please find a suitable solution to the problem.

[Jim-FR]

Hi Anaysinhal,

Thanks for your reply,

Seems I find myself the root cause :

I have perform a full operating system re install and right after the re install the keyboard and touchpad working but after the windows update executed automatically it makes the keyboard and touchpad unavailability.

This issue occurs with re install windows 10 and occurs the same with windows 11.

Please notice this is basic windows image used (from microsoft)

At HP Support : can you please investiguate because seems due to a drivers update automaticaly delivered by windows update

And I might be not the only one having this issue.

At Anaysinhal : have been able to find the solution to fix it ?

[Irfan_06]

Hi @Jim-FR,

Welcome to the HP Support Community.

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

I see that you are facing an issue the keyboard on your Laptop.

Follow the below steps to fix the issue.

A) Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and check if it boots into Windows now.

B) Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

C) Install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

 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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Jim-FR · Accepted solution]

Hi all,

I have been able to fix bymyself the issue and I can fully confirm it was a driver ISSUE (it was NOT an Hardware Issue)

Problem/Issue: Integrated keyboard & Touchpad didn't work in windows 10 64 Bit OS  

Solution (How I have fixed it) : I have made a full Operating system Reinstall (*) and the integrated touchpad + keyboard was working

but after applying all the windows update fix, the keyboard + touchpad wasn't working again :(.

So, at this time, I have re install manually some update 1 by 1 taken from HP support website:

 support.hp.com/fr-fr/drivers/hp-pavilion-14-dh1000-convertible-x360-pc-series/model/34443202?sku=2R4...

I suppose this drivers (taken from HP support) have fix my issue : Intel Management Engine Interface (MEI) Driver - Comet Lake

I do not remember if I have install the last one or the previous one published.

but be carefull because if you reapply all the windows update, the issue will directly come back again

Root Cause of Issue : I suppose this is an Intel new driver for integrated motherboard (or HP drivers) deployed through windows update that cause the issue but I'm not so sure about it.

If you have this issue, this is my advice to help you investigate : 

1) test to go on bios and see if you keyboard working => if working, it might be a driver issue

2) All this test didn't help me : restart in safe mode, execute HP test on keyboard/mouse => All of them wasn't able to use the keyboard/touchpad, so don't fully trust on it, I was supposing they are using their own generic driver to ensure correct troubleshooting but it was not (for example HP Diag was failing so was supposing HW issue, but it was not !!!)

3) it was really strange to have the Mute light working on my keyboard but not the CapLock Light => I was supposing an HW issue, but it was not an HW issue but a driver issue => Now with the OS+driver reinstall, all is working well

4) check the Device Manager and try to identify the driver and/or reapply 1 by 1 the driver manually => don't fully trust the windows update drivers ! 

Please notice : the full Operating system Reinstall (*) was made from USB key using RUFUS and generic Windows Image, because the restore proposed on my Hard Disk never fix the issue and I was not able to login again after this process because was only recopy of windows file instead of a full factory reinstall despite I have try all the choice possible (including delete all the Hard disk data for a full factory reinstall)  

List of all Drivers I have installed ?  I don't know if there is a method to make like a "dump" of my current drivers installed in order to help the community to say what is installed on my laptop in case someone have the same issue and want to deploy exactly the same drivers than me.

On my side, I have execute a restoration point to backup my windows configuration after fixing the driver (In case the issue appear again)

Please notice for people having touchpad issue : since 1 year before the issue, the touchpad wasn't working "sometime", and the solution was to go on device manager and take the IHM drivers that was appear with Yellow warning flag, I was disabling this driver, and re-enabling it, and this actions was fixing the issue (touchpad was working again for few week) and all the driver was seen as working successfully. I don't know why but few week later the issue come back again that require me to do again this action to fix.  

Good luck for all the people that suffer the same issue ... I hope my experience will help you 

[Jim-FR]

Hi,

Thanks for you reply but : 

C) Install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

=> this is what generate the issue on my side, and seems we are a lot of people suffering it,

I suggest to have a look on latest drivers published in windows update, I'm not sure the test made by HP was correctly done before publishing it !

anyway, thanks for your support, my answer is only in case you see so many people having the same experience than me, you will be able to guidance them with the method I have used to fix it

[Irfan_06]

Hi @Jim-FR,

Happy to hear that the issue has been resolved. I appreciate your efforts in performing the steps to fix it and If you need further assistance feel free to reach out to us.

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!

Take care and have a great day ahead!

Irwin6

HP Support

[Jim-FR]

Hello,

Issue come back again, NEED YOUR HELP

Issue : integrated keyboard and touchpad doesn't work just after Windows update.

Why come back again : Windows update have deployed all the latest drivers and it make the keyboard and touchpad not working again !!

Root cause : a latest drivers might causing this issue

Please notice several item on my laptop

1) i have all drivers up to date (Windows update, Windows update pilote optionnal, hp drivers from hp Web site,intel drivers)

2) ALL drivers are detected running success in device manager

3) THIS IS NOT AN HARDWARE ISSUE (because integrated keyboard and mouse is successfull working and tested success in HP Diag outside of Windows (F2 at startup)

4) please remind : keyboard and mouse is working on Windows just after the factory re install, but issue occurs Just after the full Windows update !

I have this issue in Windows 10 and Windows 11.

At HP SUPPORT : can you please investigate +  fix this drivers issue ?

I cannot use my laptop until having solution from you (except externat keyboard and mouse)

I have try to install all previous drivers from hp website without fixing the issue.

I have try use a restore point made before the issue but not fixing issue

I need your help please

[A_Gayathri]

@Jim-FR ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of 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.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!