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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06209379

Version: 1

HP ZBook x2 Detachable Workstation - Keyboard Does Not Work When Detached

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 02-Jan-2019

Last updated : 02-Jan-2019

DESCRIPTION
The keyboard may not work when detached from the ZBook x2. This issue can happen when:
  • Keyboard is not charged
  • HP ZBook x2 Bluetooth Keyboard Software is not installed or functioning correctly
  • Bluetooth is disabled in Windows
  • Keyboard Bluetooth connection is not formed or functioning correctly
  • Keyboard has been ejected using Windows USB Device Status icon

SCOPE
Systems:
  • HP ZBook x2 G4 Detachable Workstation
Operating Systems:
  • Non-OS Specific
RESOLUTION
With the keyboard attached to the ZBook x2 and running Windows, follow the steps below in sequence:
Reset the keyboard
  1. Detach the keyboard from the ZBook x2.
  2. Press and hold the power button in the top right corner of the keyboard for 30 seconds.
    Power button on keyboard
  3. Reattach the keyboard to the ZBook x2 and establish keyboard and touchpad functionality.
  4. Detach the keyboard and test wireless functionality.
ZBook x2 is new or has not been used for extended period of time
Keyboard battery may be depleted.
  1. Attach the keyboard to the ZBook x2.
  2. Power on ZBook x2 and leave powered at least 2 hours.
  3. Detach the keyboard and test wireless functionality.
Bluetooth is disabled or not working correctly
  1. Disable Airplane mode.
  2. Enable Bluetooth.
  3. Check Device Manager for Bluetooth Controller status and reinstall/update Bluetooth driver from HP.COM as necessary.
  4. Detach the keyboard and test wireless functionality.
Keyboard is not paired to ZBook or Bluetooth connection is not working correctly
  1. Attach the keyboard to the ZBook x2.
  2. Select Windows Start button.
  3. Type Bluetooth and select the Bluetooth and other devices settings.
  4. Select the HP ZBook x2 Bluetooth Keyboard.
    HP ZBook x2 Bluetooth Keyboard selection
  5. If the Keyboard entry doesn't exist, skip the next step.
  6. Select Remove device.
  7. Detach the keyboard from the ZBook x2.
  8. Restart Windows using the touch screen.
  9. When the Windows Desktop reappears, attach the keyboard to the ZBook x2.
  10. The ZBook x2 keyboard software should detect the keyboard connection and prompt for the keyboard to be paired.
    Keyboard pairing request
  11. Complete the pairing process, detach the keyboard, and check wireless functionality.
HP ZBook x2 Bluetooth Keyboard Software is not installed or functioning correctly
  1. Right click on the Windows Start button and select Apps & Features.
  2. Select HP ZBook x2 Bluetooth keyboard software.
  3. If the item is not listed, skip to step 6.
  4. Select Uninstall.
  5. Restart Windows.
  6. Download and install the latest version of HP ZBook x2 Bluetooth keyboard software from the Software-Solutions category on the ZBook x2 driver page on HP.COM.
  7. The ZBook x2 keyboard software should detect the keyboard connection and prompt for the keyboard to be paired.
    Keyboard pairing request
  8. Complete the pairing process, detach the keyboard, and check wireless functionality.
If the steps above do not resolve, please contact HP Support for further assistance.

Hardware platforms affected : HP ZBook x2 G4 Detachable Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06209379

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