Problems with cursor and some keys after windows 10 v2004 update

[JerseyDevil13]

Thanks for your response, I have been using HP Support Assistant since the day I got my computer and make sure that it is updated, scanned, cleaned up, etc so this is not the issue. This has been an ongoing issue with my laptop and my daughter’s laptop (same model - HP Notebook 15-bs013dx).

I just ran another HP PC Hardware Diagnostics on my laptop and this is from the failure log:

Error Code = 806
FailureID = OQFWL8-921AGF-XD7URA-G1PR13
Keyboard test failed, failing keys = F1, F8, F12, Insert, Del, =, Divide, CapsLock, b, n, Alt

I previously submitted a question in the HP Support Community and received a few troubleshooting suggestions - none of which has helped. I have also tried the following (some several times) -
Cleaned the keyboard
Disabled the touch screen
Installed windows updates per HP Assistant
Updated my Norton protection and run several scans
Updated, uninstalled, reinstalled, rolled back the keyboard driver (HP says the Standard PS/2 Keyboard
driver 10.0.19041.1 is the most updated driver, it is working and there are no compatibility issues.)
Used HP PC Hardware Diagnostics to check the keyboard, etc.

I have done some research on this issue and it appears this is a frequent complaint. Several sources stated that the location of the keyboard has made it prone to failure and that the keyboard (which is hardwired/welded in?) needs to be replaced. If it is correct that the location of the keyboard makes it prone to failure, then it seems like replacing the keyboard will only be a temporary fix. Since this appears to be a frequent complaint I feel that HP should offer affected customers the option of replacing the keyboard (at HP’s expense) or a receiving a credit towards the purchase of another HP laptop.

Can you please let me know how to resolve this problem? Both of our laptops are no longer under warranty.

Thanks!

[Echo_Lake]

@JerseyDevil13

Thank you for posting back. 
 

I appreciate your efforts to try and resolve the issue. this sounds like hardware related issue with the keyboard and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  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.