Up/down Arrows Not Working

[designerlisa]

Starting two days ago, my up and down arrows on my notebook stopped working. All of my other keys are working fine. I have done some research already to try to find a solution on my own, however nothing seems to be working.

I have: 

• uninstalled keyboard driver and rebooted computer
• updated BIOS
• run a keyboard test (everything works except for up/down arrow)
• tried clicking "scroll lock" on the on-screen keyboard
• no dust/liquid spilled on keyboard

Any other suggestions would be greatly appreciated, as not having up/down arrows is very frustrating. 

[Echo_Lake]

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

I appreciate your efforts to try and resolve the issue. Let's quickly run the keyboard test to isolate hardware failure.

Use the following steps to open the Component Tests menu.

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the main menu, click Component Tests.

4. The Component Tests menu displays.

5. Select Keyboard Test - This interactive test checks the keyboard. This test requires a keyboard.

6. To run the test, click Keyboard, and then click Run once.

7. The Keyboard Test time is 3 minutes. 

Also, refer to this article Testing for Hardware Failures

Hope this helps! Keep me posted for further assistance.
If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner, Thank you for posting in the HP Support Community.  Have a great day!

[designerlisa]

@Echo_Lake

My keyboard failed the Keyboard Test. 

Failure ID: 9SHKT1-8T19H5-GXGGQK-G02J03

Product ID: 1UG15UA#ABL

Failed keys are up and down arrows.

It also says CTRL, but that is because I do not have a 2nd CTRL key on the right side of my keyboard and I did not want to skip that key as it would then skip my arrow keys.

[Echo_Lake]

@designerlisa

I appreciate your efforts to try and resolve the issue. As you've performed relevant troubleshooting steps and the test failed with failure ID, 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:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP support number or Chat option listed

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.