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HP Customer Support - Knowledge Base

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Information

Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP PCs - Troubleshooting Wired Keyboard Problems

If a keyboard with cable connection does not respond or work as expected, check the connection, install updates, and confirm settings to resolve the issue.

Check for wired keyboard connection issues

If the keyboard does not work, it could be a connection issue.

Turn off the computer.
Disconnect the keyboard cable.
Turn on the computer.
Reconnect the keyboard to the computer.
- If the keyboard has a USB connector, use a port directly on the computer rather than a USB hub. Try a different port if the keyboard fails to respond with the first one you tried.
- If the keyboard has a PS/2 connector (identified by a round connector on the end of the cable), make sure the keyboard is connected to the keyboard port, not the mouse port. The color of the cable plug and the color of the receiving connector on the computer should match.

Connect keyboard to a different computer

If the keyboard does not work as expected, connect the keyboard to a different computer.

Turn off the computer.
Disconnect the keyboard cable.
Make sure you have a second computer to test with.
Connect the keyboard directly to the second computer.
Use the keyboard with the second computer.
- If the issue does not occur: It could be software related.
- If the issue persists: The keyboard might be defective.

Test the keyboard with diagnostic tool

If your keyboard is not working as expected, use the HP PC Hardware Diagnostics tool for Windows to help identify any issues.

In Windows, search for HP PC Hardware Diagnostics for Windows. Right-click the app, and then select Run as administrator.

If the app is not installed on your computer, download the latest version from the HP PC Hardware Diagnostics for Windows website.
On the Main Menu, select Component Tests.
Select Input Devices, select the keyboard test, and then click Run once.
Follow the instructions to test the function of the keyboard.

When you complete the tests, the results display on the screen.
- Passed: The keyboard functions properly and as expected.
- Failed (with an ID number): The keyboard experienced a hardware failure. Write down the battery status and Failure ID. Keep the battery status and Failure ID so you have them available if you need to contact HP Customer Support.

Run Windows Update

Update your Windows 11 or Windows 10 computer using Windows Update.

In Windows, search for and open Check for updates.
If there are any available updates, they begin automatically.
Note:
To download and install optional updates, use the following instructions for your operating system:
- In Windows 11, select Advanced options > Optional updates, select the updates that you want to install, and then click Download & install.
- In Windows 10, select View all optional updates, select the updates that you want to install, and then click Download and install.
After the updates install, restart your computer when prompted.

Resolve specific keyboard problems

Resolve keyboard issues such as slow typing, repeated characters, wrong language, or stuck keys.

Slow key press response or repeating characters

Check the Filter Keys setting if typing is slow or multiple characters display when a key is pressed.

In Windows, search for and open Control Panel.
Select Ease of Access Center, and then select Make the keyboard easier to use.
Clear the check box for Turn on Filter Keys, and then click OK.

Single keyboard key press enters multiple characters

Adjust the key repeat delay if two or more characters display when pressing a key.

In Windows, search for and open Control Panel.
Select Keyboard, and then select the Speed tab.
Under Repeat delay, move the slider to Long, and then click OK.

Numeric keypad does not work as expected

Check the Number Lock key status and check the Windows setting to use the keyboard as a mouse.

Make sure the Num Lock key is enabled or disabled, depending on how you want to use it. This key is usually near or on the numeric keypad.

If the issue persists, continue with these steps.
In Windows, search for and open Control Panel.
Select Ease of Access Center, and then select Make the keyboard easier to use.
Clear the check box for Turn on Mouse Keys, and then click OK to save your changes.

Keyboard language and layout is different than expected

Change the keyboard language and layout to match the Windows display language.

Note:

For business users, language settings might be controlled by an administrator. Contact your IT department for assistance.

In Windows, search for and open Language settings.
Confirm or change the Windows display language.
In Windows, search for and open Typing settings.
Select Advanced keyboard settings.
Select the language from the drop down menu under Override default input method.
In Windows, search for and open Language settings.
Select your language, and then click Options.
Under Keyboards, click Add a keyboard, and then select a keyboard layout to match the selected keyboard and display language.
Press the Windows key and the Spacebar to switch between keyboard layouts.

Note:
Switching between keyboard layouts only changes the language of the input.

A keyboard key is stuck

Remove a stuck key and clean the area under and around it.

Note:

If the keyboard is not working as expected and is still under warranty, contact HP to see if the keyboard can be replaced. If the key is stuck due to liquid or other substances getting into the keyboard, cleaning might be the only option.

Disconnect the keyboard from the computer. If it uses batteries, remove them.
Insert a butter knife (or similar tool) under the key, and then gently pry it off.

Note:
Keys on thin keyboards can be more difficult to remove. Consider replacing the keyboard if you cannot safely remove the key.
Use a cotton swab with rubbing alcohol to clean the underside of the key and its slot on the keyboard.
Remove any dust or debris from the key slot area.
Reinstall the key by pushing it back on until it clicks into place. Longer keys might have a small metal support rod that also needs to be installed.

Computer beeps when typing

Check the Toggle Keys or Sticky Keys setting in Windows if the computer sometimes beeps while you are typing.

Keys can beep when the Lock keys are pressed. Sticky Keys can beep when the Ctrl + Alt + Shift and Lock keys are pressed.

In Windows, search for and open Ease of Access keyboard settings.
Make sure Use Sticky Keys is set to Off.

Restore your computer with Microsoft System Restore

Use Microsoft System Restore to return the computer to a previous state when the computer worked normally.

For business computers, if you do not have the option to restore the computer, contact your company's IT department or your local IT service.

Restore your computer when Windows starts normally

Restore your computer to a previous point in time.

Save any open files, and then close all open programs.
In Windows, search for and open Create a restore point.
On the System Protection tab, click System Restore.
In the System Restore window, click Next.
Select the restore point you want to use, and then click Next.
Review your selection, and then click Finish.
Read the warning about not interrupting System Restore, and then click Yes.

CAUTION:
Allow System Restore to complete without interruption to avoid corrupting the hard drive or causing additional damage to the computer.

System Restore returns the computer configuration to a previous point in time and restarts the computer.

Contact HP Customer Support

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

Go to HP Customer Support - Contact.
Enter your product serial number to view warranty status and to change your location, if necessary.
Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.

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