No keyboard after fresh Win10 install

[HCHTech]

One of my guys drew the short straw today, I guess. Customer dropped off an older HP Envy laptop. 6 years old, originally Win 8, upgraded at some point to Win 10. Description of the problem was an automatic repair boot loop after a Windows update.

This thing looks like it was barely used - not a mark on it. Customer is geriatric, so it probably sat on the same desk all these years. Hardware & disk checked out ok, so when we couldn't get it to boot either after trying the normal things, we sold them on an SSD swap and fresh install of Win 10. We backed up their 2GB of data and did just that. Things proceeded normally until Windows (1903) was installed, when we noticed the keyboard didn't work. It works fine in the BIOS and when booted to linux, so it's definitely a Windows problem. An external keyboard works just fine in Windows.

We tried removing the keyboard and trackpad in device manager and letting them re-detect after a restart. We tried reflashing the BIOS (it was already at the latest version). We tried downloading all of the latest drivers available on hp's site for this model.

Unless someone has an idea I haven't thought of, I'm ready to just call this hardware incompatible and sell them a refurb. I've had lots of trackpads and fingerprint readers not work in Win 10 over the years, but never a keyboard - go figure.

 

[Porthos]

and fresh install of Win 10.

Was the fresh install from an updated 1903 ISO?

 

[HCHTech]

Was the fresh install from an updated 1903 ISO?

Indeed it was. Made that USB drive last week, as it turns out.

 

[Porthos]

originally Win 8

Look at hp's site with the serial and look for some Win 8 drivers related to Keyboard.
Have you tried Snappy drivers?

 

[HCHTech]

Look at hp's site with the serial and look for some Win 8 drivers related to Keyboard.
Have you tried Snappy drivers?

There are no keyboard-specific drivers on HPs site for this serial, just a trackpad driver. I did manually install all of the listed drivers for this serial from their site, though.

My guy tried SD, but I know my copy isn't up to date, I haven't needed it in so long I stopped maintaining it, unfortunately. I'm not sure I made the switch to SDO, I'll have to check. That's a good call, thanks.

Edit: I did switch to SDO, but it's about 18 months out of date - updating now. It's only 16Gigs.

 

[Porthos]

There are no keyboard-specific drivers on HPs site

Since you got it in with a boot loop, can you be certain the kb worked when it came in. I guess a usb kb works.
What is the serial/

 

[HCHTech]

ince you got it in with a boot loop, can you be certain the kb worked when it came in. I guess a usb kb works.
What is the serial/

Yes, you're right - I only have the customer's word about the keyboard working. The freshly updated SDO did not rescue me, sadly. It just hangs when I try to install a keyboard driver - starts, but just hangs with the status of "installing". In the end, a USB keyboard works, I'm going to give him one as a measure of good faith. I'll dm you the serial, in case you are curious.

 

[nlinecomputers]

Install 1809

 

[PCS]

Install 1809

But what about when the laptop upgrades itself to 1903?

 

[nlinecomputers]

But what about when the laptop upgrades itself to 1903?

We don’t know that will happen. It’s possible that an issue exists that is known and upgrades to 1903 are blocked. We never found out if he had a hardware problem or a driver problem. Also, 1903 might have issues detecting this keyboard but could upgrade a working driver just fine. Seen that kind of thing before.

 

[cyabro]

Check to see if Filter keys is enabled and turn it off.