Chromebook keys not working

[PaulaW100]

I have a Chromebook Fortis G1 under the 12 month hardware manufacturers warranty and the keys 1,2,3,q,w,e,a,s,d,z,x,c (and likely shift, ctrl, tab and esc) don't work.  Nothing has been spilt on the keyboard.  I have power washed it but that didn't fix.  I don't know what else to try.

[Kuroi_Kenshi]

Hi @PaulaW100,

Welcome to the HP Support Community!

I understand that multiple groups of keys on your HP Chromebook Fortis G1 are not responding, and you have already performed a powerwash without resolving the issue.

Since several keys across the keyboard are affected, let's first confirm whether the Chromebook detects them as hardware inputs:

1. Run the keyboard diagnostic.

• Open Settings > About ChromeOS > Diagnostics.
• Select Input > Internal keyboard > Test.
• Press the affected keys and check whether they are detected.

2. If the keys fail the diagnostic

This would point toward a keyboard hardware issue, rather than a ChromeOS/account problem. 

Please let us know whether the affected keys register in the Keyboard Diagnostic.

Best regards,
Kuroi_Kenshi