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Certain Keys Not Working

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Hello! Someone already posted the same issue I am having. The response was to try the HP trouble shooting page. That page does not offer a solution of what to do when only certain keys are not working. I have already tried to reinstall the driver.  Thanks in advance! 

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Message 2 of 3
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Hi @AMilt,


Good Day. Thanks for posting your query in the HP community. I read the post regarding keyboard issues where certain keys don’t work on the keyboard. I will be a pleasure to assist you here.

Commendable diagnosis, superb troubleshooting and splendid description of the issue before posting. Hats off to you on that score. 🙂

I would require more information regarding this to respond accurately.

  • Please let me know the complete model# of the computer and the operating system used.
  • Are they numeric keys or alphabet keys that don’t work?
  • Have you tried multiple apps like word, excel or notepad and checked if it works.

For a start please try these steps:

Please try different apps like word, excel or notepad.

If these keys still don’t work please try all the keys in the command prompt in recovery manager outside of windows by following these steps:

  • Power down the unit. When you power it back up, immediately tap the F11 key gently several times.
  • It takes you to recovery manager. Here please select the option “Troubleshoot”. Then please select “Advanced options “ and  “command prompt”
  • Type all the keyboard characters in this black window especially the keys that do not work correctly.
  • If F11 does not take you to recovery manager, please keep tapping the “ESC” gently several times the instant you power on the unit. It takes you to the startup menu and you could press F11 from there to go to recovery manager.
  • If these keys don’t work here, then the keyboard has a hardware issue.
  • To confirm that you could connect an external keyboard to one of the USB ports of the notebook and check the keys in word, excel or notepad.

If the external keyboard works fine, then please contact Hp phone support to get the computer serviced or the keyboard replaced.


HP Technical Support can be reached by clicking on the following link:

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty


Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps.

Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.


Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.


To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.


Take care now and have a splendid week ahead.



I am an HP Employee

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Message 3 of 3
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When you attach an external keyboard (borrowed from a "desktop" computer) to any USB port on your computer, do all the keys on that keyboard work?  If so, then the "device-driver" is not the problem.  Replacing the keyboard will be your only option.


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