touchpad and keyboard freeze

[RedRose0528]

Mrcgianam,

That is a good suggestion by SSDrive, by chance if you do not have that hardware available to test, try booting into safe mode to test it there.

How to access safe mode

1.       Shut the computer off, and locate the F8 key.

2.       Tap the F8 key on the startup and it should lead you into the advance boot options screen.

3.       Toggle down and select on safe mode with networking.

Once there test out the keyboard and mouse to see if the issue occurs. Now because of the issue you are having you may not successfully be able to access this mode.

Please respond back at your earliest convenience.

Thanks

[Mrcgianam]

yes i guesed it might be a hardware failure..

wireless mouse is working well on it.i use it when the touchpad and keyboard freezed..

but when touchpad and keyboard freezed, i just press power button and then open it again and it works again..

the more rest the laptop had the longer the touchpad and keyboard functions.

do i need to send it to tech??it is less than a year. it came from the company i worked with and i can't bring it back to use the warranty because i am already resigned.

[RedRose0528]

Mrcgianam,

If it is still covered under the standard one year warranty absolutely, if you reside in the US or Canada the HP help desk number is 1-800-474-6836. If you reside in another location click on this link and then your location and you will then see the number listed.  

If you have, any more questions do not hesitate to ask. .

Thanks

[Mrcgianam]

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[Mrcgianam]

There is more than 1 service center in the Philippines as listed in HP Philippines,my question is can i bring my HP Dm1 to any service center nearer to my place?? It is still covered under standard 12 months warranty. PLs reply.

[RedRose0528]

Mrcgianam,

Most of the time our service centers does not allow customers to walk in with their equipment. Now because you a located in the Philippines, the situation may be different there.

This link will provide you the number for our HP Philippines support help desk, they will able to confirm if you are able to physically visit the nearby service center.

Please respond back at your earliest convenience.

Thanks

[Vomil]

Some interim results to share - I replaced HP Power Manager with old one, v1.3, a couple of weeks ago. No freezings so far.. Will test further.

[alexp_nl]

Same problem here with our HP Pavilion dm1.

In a call to HP support in the Netherlands they suggested a bios upgrade, which we executed. The problem still is still there. Then they suggested to run the system diagnostics, F2 in the startup menu. The system passes all the tests, but even during the tests, the same problem occurs.

HP will call us back on Friday to discuss the results of the procedure described above. I will post further after this call.

[npw05001]

Thanks alexp_nl,

Will be awaiting on your update.

[alexp_nl]

The support department of HP called me back today to discuss the results of the procedure described in a previous post. The result is that the notebook will be send to HP for further investigation, and, if necessary, repair. If there is any further news, I will post it in this thread.