Underscore key not working on keyboard

[2hathaways]

I have a problem with my laptop keyboard. All my keys are working except my underscore/hyphen key. I can't access my primary yahoo email because I use an underscore as part of my email address. I would like to fix this if possible. I recently, last night actually, did a full system restore to original factory settings, and that didn't help. How can I fix this problem? Thanks.

[KNRK]

Dear Customer,

Welcome and Thank you for posting your query on HP Support Forum

It looks like you are having issues with the Keyboard on your Notebook.

We will surely assist you with this.

Let’s start with a questions:

1. Was there any liquid split on the Notebook Keyboard

2. Is there any Dust settled on the Notebook Keyboard

3. Are there any Keys which are fallen off / Any Keys which are loose

Troubleshooting Steps: 

Step 01. Click on the Start Button and go to Control Panel

Step 02. Open the Device Manager and expand the Keyboard from the list

Step 03. Right click on Standard PS/2 Keyboard and click on Uninstall

Note: This driver will get installed again automatically on your Notebook

Step 04. Please turn OFF the Notebook

Step 05. Un-plug the Power/AC Adapter and also remove the Battery too

Step 06. Press and Hold the Power Button of the Notebook for a full minute

Step 07. Now let's re-insert the battery back in and plug back the Power/AC Adapter

Step 08. Start the Notebook and keep tapping F10 Key during the startup to access the BIOS

Step 09. Once you get to the BIOS, Please press F9 or F5 Key[Model specific] to load setup defaults for the BIOS

Step 10. Use the arrow keys to say "YES" and hit enter

Step 11. Now let's press Esc/Escape Key. Save Changes and Exit - Yes

Step 11. Now please wait till the Unit loads the Windows Operating system

Or

Please check if Sticky Key is turned ON by any chance

Please press Shift Key 5 times and turn it OFF if it is turned ON by any chance

And

If the issue still persists please check and verify if an External Keyboard works fine with your Notebook

Note: Please click on the below shown link to find more troubleshooting steps

http://support.hp.com/us-en/document/c03738933

Hope this helps, for any further queries reply to the post and feel free to join us again

 **Click the White Thumbs Up Button on the right to say Thanks**

Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem.

Thank You,

K N R K

Although I am an HP employee, I am speaking for myself and not for HP

[2hathaways]

No liquid spilled & no dust cuz it's always closed when it's not in use & I regularly use canned air on it. All keys are there & securely in place. I even had to pry up the key & cleaned under it with canned air then pressed it firmly back down till it clicked into place.

[KNRK]

If you have already performed all the troubleshooting steps I have suggested in my previous post and if you are still facing the same issue the keyboard assembly should be replaced to resolve the issue

I strongly recommend you to Contact HP Technical Support over the Phone for further assistance to get your Notebook diagnosed and serviced by an authorized HP Certified Engineer

You can also Check your warranty Here to verify the warranty status

Hope this helps, for any further queries reply to the post and feel free to join us again

 **Click the White Thumbs Up Button on the right to say Thanks**

Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem.

Thank You,

K N R K

Although I am an HP employee, I am speaking for myself and not for HP

[2hathaways]

I got into bios & pressed f9 for setup defaults & nothing happened.

[2hathaways]

Figured it out, waiting to see what happens now.

[2hathaways]

Is there a way to call hp? I can't find a number but maybe I'm not looking in the right place.

[KNRK]

Here is the link you need

Click - Contact HP for Phone support

Regards,

KNRK

I work for HP