Laptop keyboard and clickpad no longer work in Windows, but work in BIOS.

[burger404]

Laptop is an HP Pavilion x360 m3 convertible, m3-u001dx running Windows 10 Home. Recently upgraded the memory from 6GB to 16GB, and the memory is all recognized and laptop reassembled. It's been a frustrating 2 days of troubleshooting and searching online. Here's what I've tried so far:

- Checked and re-seated the keyboard ribbon cables to the motherboard connectors and rebooted. Have done this 20+ times.

- using external USB keyboard / mouse. A USB keyboard works fine. I've tried rebooting both with the USB keyboard active and removed, but the laptop keyboard never works in Windows.

- Booting into BIOS to check if laptop keyboard works there. Laptop keyboard works just fine in BIOS. Once it gets into Windows, it no longer responds.

- Uninstalled all keyboards in Device Manager and rebooted as described in the following link in the 2nd bullet ("keyboard is not working"). Didn't fix. https://support.hp.com/us-en/document/c03738933

-Checked device manager for new drivers and device status for each keyboard listed. Each keyboard listed says drivers are the most current, and the device is working properly.

- Installed the latest Windows updates.

- Tried booting into Safe Mode as described in the following link. Safe mode brings me to an admin cmd prompt and black screen - I didn't know what to do from here. But the laptop keyboard doesn't work at this Safe Mode cmd prompt (the external USB keyboard does). Interestingly, the laptop keyboard works at just one specific point during the menu process of selecting Safe Mode during startup, when I'm at the final menu selecting which type of Safe Mode to proceed with. It doesn't work in the prior menus or at the Safe Mode cmd prompt afterwards, but just in that one spot.

https://h30434.www3.hp.com/t5/Desktop-Hardware-and-Upgrade-Questions/Not-recognizing-keyboard-or-mou...

Thanks for any help. Pulling my hair out.

[Echo_Lake]

@burger404
Thank you for posting on the HP Support Community.

This computer needs to ship out for physical diagnosis, Hence, I would request you to contact our Support and our Support Engineers should be able to check the available service options for your laptop. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[burger404 · Accepted solution]

SOLVED. Found this in another thread about the same issue. Disabling the Intel integrated sensor solution driver then restarting FINALLY resolved the problem. See page 2 of the thread below for more info. 

'Go into Device Manager>System Devices and disable Intel Integrated Sensor Solution it should fix the issue after a restart'.

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/X360-Keyboard-Not-Working/m-p/...