Some keys not working on laptop

Hi there!

I am having some issues with my laptop- model HP Stream 11 Pro G2, Windows 10.

Seems that the shift keys are not working properly and looks like a software issue. I noticed it started when I was using a google template doc, if it helps in any way.

All number and letter keys are working:

numeric- `1234567890-=

alpha- qwertyuiop[]\asdfghjkl;'zxcvbnm,./ caps lock QWERTYUIOP[]\ASDFGHJKL;'ZXCVBNM,./

Shift left and right side pressed- some letter keys work (to make a capital letter), some don't.

Symbols are the major problem, in example:

Using the shift key on the left:

!#^&()_+

Using the shift key on the right:

#$%^&*)_+

QEYUOP{ - those are working pressing the right side shift

QTY{}|- left side shift

- The laptop is always on and is restarted when there's a sys update.

- all the config is for the US but I am in Latin America. I added a Portuguese keyboard and will need French as well. It can be because of it- new language was added to do something in google docs.

Have already tried with no success:

- Hard reset holding the start button since battery is not easy to remove

- an external keyboard tested- same issues

- updated the keyboard driver (it was already up to date), ran the kboard troubleshooting, nothing came up wrong.

- uninstalled the kboard driver

- turned off Filter keys

- windows is up to date

what else can I do? Not a big tech woman here but willing to try to fix this thing LOL

Thank you for your help!

Kaka

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June 28th, 2021

First, it's the F key, then the R. Before you know it, your entire laptop keyboard has stopped working—and so have you. Not only can this be frustrating, it can be difficult to fix, unless you know what's causing the issue.

Here at Asurion, our experts help millions of customers get the most out of their favorite tech every day, whether it's a phone that won't turn on or a TV that keeps turning off by itself. If your laptop keyboard is broken, check out our tips for getting it to work like it should, so you can get back to typing—without interruption.

Why is my laptop keyboard not working?

There are several reasons you may be having trouble with your keyboard, from hardware failure to software issues. But most of the time, you can narrow it down to a few common laptop repair problems, including:

The driver

Your keyboard may be unresponsive because of a driver issue. If you've previously attached a different keyboard, that driver could be interfering with and disabling your current keyboard.

The motherboard

The ribbon or connector between your keyboard and your laptop's motherboard may have become loose, damaged, or broken, causing your keyboard to be unresponsive.

Hidden dirt and spills

Can't remember the last time you cleaned your keyboard? There could be dirt in or around specific keys causing them to stick, jam, or stop working.

Sensitivity settings

When you press a key once and it appears on your screen several times, your settings could have updated incorrectly or been changed, resulting in multiple entries per keypress.

How to fix your laptop keyboard

Once you've determined that the keyboard on your laptop is not working, there are a few ways to get it back up and running. The first thing you'll want to do is figure out whether it's a hardware or software problem getting in the way of your keystrokes.

Most hardware issues can be identified by look and feel. Is your keyboard dirty? Do certain keys feel sticky or difficult to press? Is the T loose or barely hanging on? If so, here are the best ways to fix your laptop's hardware:

Check for dirt

Remove any buildup or dirt on your keyboard with a can of compressed air and a soft cloth. You can also gently shake your laptop upside down to get rid of dust. But make sure to unplug and turn off your laptop before doing so.

Remove the battery

Take out your laptop battery (if it's detachable) and plug your computer in with the charging cord instead. Sometimes your keyboard issues can be caused by the battery because it's positioned directly underneath the keys—this is especially true when your laptop battery is overheating.

Reconnect the motherboard

If your keyboard has lost connection with your laptop's motherboard or has been damaged, this is a complicated problem. We recommend you take your laptop to an expert for a quick repair rather than fixing it yourself, like the ones at the nearest uBreakiFix® by Asurion or Asurion Tech Repair & Solutions™ store.

If you don't see any physical dirt or damage, your keyboard may have a software glitch. Here are some expert tips that should help:

Update the keyboard drivers or change settings

Having trouble with your HP® or Dell® laptop keyboard not working? Your device drivers could be malfunctioning for several reasons, including third-party software or a power issue. Uninstall and reinstall the drivers to see if it fixes your keyboard. It's simple:

How to update keyboard drivers on a Windows™ 10 PC:

If you're using a Mac®, your Accessibility settings could be causing problems as you type.

How to fix the keyboard keys on your MacBook:

While this feature can stop you from accidentally entering keys you don't want to, it can also cause general typing issues.

Change the keyboard layout

It's possible that the language on your laptop or keyboard layout was accidentally changed. If you notice your keys are producing different letters than they should be, follow these steps:

How to change the keyboard layout on a Mac:

How to change the keyboard layout on a PC:

If you're still having trouble, the reason your keyboard is not working on your laptop may be more severe. It could be defective, infected with malware, or be physically damaged.

Can you replace a laptop keyboard? Sure. But before you go to extremes, check in with an expert for a free device diagnostic at your nearest uBreakiFix® by Asurion or Asurion Tech Repair & Solutions™ store.

Protect your laptop and all of your other favorite home tech with Asurion Home+. For less than $1/day, you'll get fast repairs for your laptop from trusted experts whenever you need them—no matter where you bought it or the brand. To learn more about laptop protection plans, visit asurion.com/homeplus.

*The Asurion® trademarks and logos are the property of Asurion, LLC. All rights reserved. All other trademarks are the property of their respective owners. Asurion is not affiliated with, sponsored by, or endorsed by any of the respective owners of the other trademarks appearing herein.*

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