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‎10-01-2020 06:43 AM

HP Recommended
Product: HP Elitebook 830 G5
Operating System: Microsoft Windows 10 (64-bit)

Problem:
On restart (or power up), enter Bitlocker PIN with laptop keyboard, then MS Windows login screen appears and the laptop keyboard is not working. Mouse and touchkeyboard works.

 

Things tried or noticed:
a) Uninstall keyboard driver, reboot, laptop keyboard works at MS login. However, restart and laptop keyboard does not work again at MS Windows login.
b) Try different drivers versions of i8042prt, However, restart and keyboard does not work again at MS Windows login. repeat (a).
c) Windows update, restart and keyboard does not work again at MS Windows login. repeat (a).
d) Use HP support assistant updates (including BIOS), restart and keyboard does not work again at MS Windows login. repeat (a).
e) Keyboard is responsive (& keyboard backlights every time a key is pressed.) to BIOS because it works for Bitlocker PIN entry at the system restart and it works after driver uninstall.
f) Ran DISM and sfc /scannow (no issues), restart and keyboard does not work again at MS Windows login. repeat (a).
g) Ran MS Safety Scanner 1.0.30010 (no issues), restart and keyboard does not work again at MS Windows login. repeat (a).
h) Disable Bitlocker, restart and keyboard does not work again at MS Windows login. repeat (a). Re-enabled Bitlocker.
i) Using a USB keyboard always works for Bitlocker & Windows login, but the laptop keyboard does not. repeat (a) with USB keyboard.


System:
MS windows 10 Pro 10.0.18363 Build 18363
HP Elitebook 830 G5
SMBIOS HP Q78 V 01.12.00, 7/28/2020 V3.1 UEFI mode


Any suggestions? Thanks.

1 REPLY 1

‎10-01-2020 07:59 AM - edited ‎10-01-2020 08:00 AM

HP Recommended

Hi,

My first step would be to use the Microsoft Windows DISM utility while booted into Windows to attempt to repair the current Windows 10 installation.

 

 

 

DISM should restore health to the Windows image and resolve ther issue.

 

If it does not:

 

 

I suggest booting up with a usb keyboard connected and invoking the UEFI Hardware Diagnostics utility.  Tapping the F2 should invoke the diagnostics when powering on the notebook. Use the Components test section and test the keyboard.

 

You could alternatively download the Diagnostics at the link below this line and install it to a USB flash drive, that you will be able to boot from on the notebook.

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-elitebook-830-g5-notebook-pc/18477184/...

 

Keep us in the loop by providing any error messages and codes that the diagnostics provides to you.

 

If there is not a failure of the keyboard, you would be best served by using the HP Cloud recovery to reinstall Windows 10.

 

 

Is your notebook still in warranty?


I am a volunteer forum member, not an HP employee. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If you want to say thanks, click on the Yes button next to the "was this reply helpful?"



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