Pavilion x360 - Keyboard not working. Support instructions not clear

[pofo]

The keyboard and touchpad do not work on the notebook.  HP support provides these instructions:

(at http://hp.dezide.com/ts/start.jsp?guide=NotebookKeyboardandTouchPadorClickPad.net&as=true&SFS=sdoc&s...)

"If your keyboard is not working:1Turn off the computer and then restart it.

1. 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."

The instructions in red say what to do if the keys are working in the setup menu, but it doesn't say what to do if the arrow keys don't work. I hit the escape key and the setup menu shows up. But the arrow keys do not work.

I followed the instructions to uninstall all the keyboard devices and restart, which reloaded a keyboard driver. They keyboard still does not work.

Please advise.

[iomare]

Hi,

Try turning on the laptop and then switching off by holding the power button. Now boot the computer again and press ESC until the menu shows up and see if the arrow keys work. Yoiu should also be able to enter BIOS and check if the keyboard works in BIOS. If it does not work, we are most likely a hardware problem and the keyboard needs replacing.

Let me know,

David

[pofo]

I turned it off and back on, then hit the esc key several times. The menu comes up, but the arrow keys do not work.