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Scrolling with up down arrow keys disables keyboard intermittently. HP laptop, Firefox 125.0.2 Win 11 pro

  • 1 відповідь
  • 0 мають цю проблему
  • 1 перегляд
  • Остання відповідь від zeroknight

cliffb1
cliffb1
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When browsing with Firefox, scrolling with the up/down arrow keys intermittently causes the keyboard to be disabled. Trackpad and touchscreen still function, but keyboard becomes completely disabled, requiring a reboot.

This ONLY happens while browsing with Firefox browser. I cannot deliberately reproduce this, but it happens frequently - up to several times a day. It seems to be tied to multiple key hits on the down and/or up keys. This only happens in Firefox, not in any other apps, including Visual Studio.

This is a brand new HP laptop. HP support says that this is a Firefox support issue because it only happens on Firefox and no other programs or scenarios.

Can you please help me to identify, troubleshoot and resolve this issue? I am a software/database engineer but this is a little outside the scope of my knowledge. I should be able to conduct any tests or provide any needed feedback at a useful level with only a reasonable level of hand holding. I suspect that Firefox is somehow inhibiting or disrupting the keyboard driver.


Environment: FIREFOX 125.0.2 64 bit

Windows 11 Edition Windows 11 Pro Version 23H2 Installed on ‎2/‎13/‎2024 OS build 22631.3447 Experience Windows Feature Experience Pack 1000.22688.1000.0

Keyboard drivers: HID Keyboard Device 

   ETD.sys            15.56.2.26           ELAN Microelectronics Corp. 
   kbdclass.sys    10.0.22621.1 (Winbuild.160101.0800)       Microsoft
   kbdhid.sys        10.0.22621.1 (Winbuild.160101.0800)       Microsoft

Standard PS/2 Keyboard 

   ETD.sys            15.56.2.26           ELAN Microelectronics Corp. 
   i8042prt.sys    10.0.22621.1 (Winbuild.160101.0800)       Microsoft
   kbdclass.sys    10.0.22621.1 (Winbuild.160101.0800)       Microsoft


HP Envy laptop model 17t-cw000 Processor 13th Gen Intel(R) Core(TM) i7-13700H 2.40 GHz Installed RAM 32.0 GB (31.7 GB usable) Product ID 00355-61386-37102-AAOEM System type 64-bit operating system, x64-based processor Pen and touch Touch support with 10 touch points

When browsing with Firefox, scrolling with the up/down arrow keys intermittently causes the keyboard to be disabled. Trackpad and touchscreen still function, but keyboard becomes completely disabled, requiring a reboot. This ONLY happens while browsing with Firefox browser. I cannot deliberately reproduce this, but it happens frequently - up to several times a day. It seems to be tied to multiple key hits on the down and/or up keys. This only happens in Firefox, not in any other apps, including Visual Studio. This is a brand new HP laptop. HP support says that this is a Firefox support issue because it only happens on Firefox and no other programs or scenarios. Can you please help me to identify, troubleshoot and resolve this issue? I am a software/database engineer but this is a little outside the scope of my knowledge. I should be able to conduct any tests or provide any needed feedback at a useful level with only a reasonable level of hand holding. I suspect that Firefox is somehow inhibiting or disrupting the keyboard driver. Environment: FIREFOX 125.0.2 64 bit Windows 11 Edition Windows 11 Pro Version 23H2 Installed on ‎2/‎13/‎2024 OS build 22631.3447 Experience Windows Feature Experience Pack 1000.22688.1000.0 Keyboard drivers: HID Keyboard Device ETD.sys 15.56.2.26 ELAN Microelectronics Corp. kbdclass.sys 10.0.22621.1 (Winbuild.160101.0800) Microsoft kbdhid.sys 10.0.22621.1 (Winbuild.160101.0800) Microsoft Standard PS/2 Keyboard ETD.sys 15.56.2.26 ELAN Microelectronics Corp. i8042prt.sys 10.0.22621.1 (Winbuild.160101.0800) Microsoft kbdclass.sys 10.0.22621.1 (Winbuild.160101.0800) Microsoft HP Envy laptop model 17t-cw000 Processor 13th Gen Intel(R) Core(TM) i7-13700H 2.40 GHz Installed RAM 32.0 GB (31.7 GB usable) Product ID 00355-61386-37102-AAOEM System type 64-bit operating system, x64-based processor Pen and touch Touch support with 10 touch points

Усі відповіді (1)

zeroknight
zeroknight
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Does it still happen in Troubleshoot Mode?