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HP PCs - Wireless Keyboard and Mouse Troubleshooting

This document pertains to HP and Compaq Desktop computers with a wireless keyboard and mouse.
Use the steps in this document to solve a wide variety of wireless keyboard and mouse issues.
 note:
This document provides solutions for some of the most common problems encountered with wireless keyboards and pointing devices (plural term for mouse). If you do not see the symptom in the following list or your keyboard and mouse are not wireless, use one of the following support documents:
Figure : Examples of wireless mouse and keyboard products
Wireless mouse and keyboard products.
 note:
The wireless optical mouse can flash when it is not in use. This is the normal activity of the mouse.
Wireless mouse and keyboard do not work
If your wireless mouse or keyboard is not working, perform each step in order, checking the mouse and keyboard after each step, until the mouse and keyboard work:
 note:
If you are setting up your computer for the first time and the wireless mouse and keyboard do not work, look in the packaging material for a small USB wireless receiver. Some HP All-in-One computers have this USB device pre-installed and do not require additional setup.
  1. If applicable, insert the USB wireless receiver into an open USB port on the computer.
     note:
    The receiver is the hardware that receives the wireless signals from the keyboard and mouse and communicates the data to the computer. Most receivers connect to a USB port, either directly or by a cable, but a few types of receivers connect to the PS/2 ports.
     note:
    HP Envy Recline 23/27 and HP ENVY TouchSmart 27 computers have a pre-installed wireless keyboard and mouse receiver.
  2. If the underside of the mouse has an On/Off switch, make sure that the switch is set to the On position, and then check if the LED on the mouse turns on after the switch is set to ON.
  3. Restart the computer. This can resolve the problem, at least temporarily, so that you can perform other troubleshooting steps.
  4. Move the mouse or keyboard closer to the Wireless receiver. Make sure that the keyboard and the mouse are within 30 centimeters (1 foot) of the receiver. If the receiver is attached to a cord, position the receiver so that it is on the same level surface, close to the mouse and keyboard.
    Figure : Typical wireless device placement
    Typical wireless device placement.
  5. Replace the batteries with a fresh set of alkaline batteries and make sure they are correctly installed. If the mouse or keyboard is not working, replace the batteries even if the mouse/keyboard software indicate the batteries still have a charge.
    Remove the battery cover to access the batteries. For keyboards, the battery access cover is found on the underside of the keyboard. When replacing the batteries, look for the positive symbol (a plus sign +) imprinted near the battery compartment or battery cover. Make sure the positive end of the battery is oriented to the positive side of the compartment. After replacing the batteries, press caps lock to check if the LED turns ON successfully.
    Figure : Examples of battery placement - your mouse might be different
    Inserting the batteries in the mouse
  6. Re-sync the wireless keyboard and mouse connections.
  7. If keyboard error messages are displayed on the monitor (if not, proceed to the next step), you must remove the old keyboard software before the keyboard can be used. Use the following steps depending on your operating system:
    In Windows 10 or 8, from the Start screen, search for and open Programs and Features, and then uninstall any program related to a keyboard.
    In Windows 7 or Vista, click Start, Control Panel, Programs and Features, and then uninstall any program related to a keyboard.
    In Windows XP, click Start, Control Panel, Add/Remove Programs, and then remove any program related to a keyboard.
    Once the old software is uninstalled, use the following steps:
    1. Restart the computer.
    2. When Windows recognizes the keyboard, install any new keyboard software.
  8. If problems persist, use Microsoft System Restore to go back to a time when the keyboard and mouse were known to work properly:
  9. If the keyboard and mouse came with your HP or Compaq computer, download and install the current drivers. Use one of the following HP Support documents for more information:
  10. If, after performing the previous steps in this section, the computer still cannot consistently detect the keyboard and mouse, download and update the BIOS for the computer.
  11. If problems continue, move the keyboard, mouse, and receiver to another computer. If the keyboard and mouse do not work on that computer, one of the items in the hardware set (mouse, keyboard, and receiver) might be defective or is not transmitting a signal that matches the other devices. The devices might need to be replaced.
     note:
    Some devices only work together as a set, and it might be necessary to replace the entire set of devices even if only one device is defective.
The mouse does not track well (skips)
If the mouse pointer does not track well, stopping frequently as the mouse is moved, try the following:
  • Change the surface under the mouse. Place the mouse on a light-colored mouse pad or white sheet of paper, and then check its operation. Use the wireless mouse on an opaque (not able to be seen through) surface. The wireless mouse may not work properly on glass, grooved, translucent (light can be seen through), reflective, or see-through surfaces.
  • Replace the batteries. Remove the battery access cover and replace the batteries.
  • Clean the small plastic lens on the underside of the mouse with a damp cloth or cotton swab.
  • Move the mouse closer to the receiver. Make sure that the mouse is within 30 centimeters (1 foot) of the receiver.
  • Remove any other objects that are between the keyboard, mouse, and the receiver, especially speakers.
  • Remove any large metal surfaces if you are using the mouse or keyboard around large metal surfaces, move the receiver, mouse, and keyboard to a new location, away from the metal surface.
Keys do not type, characters appear seconds later, or wrong characters appear when typing
Keys do not type
If keys do not type, the wireless signal is probably weak. Perform the following steps to improve the signal.
  1. Move the keyboard closer to the receiver. Make sure that the keyboard and the mouse are within 30 centimeters (1 foot) of the receiver.
  2. Replace the batteries. Remove the battery access cover on the underside of the keyboard and replace the batteries.
  3. Remove wireless devices that were recently added near the area to see if another device is interfering with communications. If so, set the device to another frequency, if it is capable, or re-sync the mouse and keyboard to the receiver. To re-sync, see the step, Re-sync the wireless keyboard and mouse connections.
  4. Remove any other objects that are between the keyboard, mouse, and the receiver, especially speakers.
  5. Remove any large metal surfaces if you are using the mouse or keyboard around large metal surfaces, or move the receiver, mouse, and keyboard to a new location, away from the metal surface.
If keys do not type, the wireless signal is probably weak. Perform the following steps to improve the signal.
Characters appear seconds later
If you press a key and the character you typed pops a second later - this is a lag or buffering problem in the communication/software. The wireless keyboard communication can become interrupted by other communications in the area. It may also be slow to respond if the computer is busy performing other low level tasks - such as scanning for viruses. Use the instructions in one of the following HP support documents, depending on your operating system, to correct this problem:
Wrong characters appear when typing
It is possible for the computer to display characters for the wrong language. Use the instructions in one of the following HP support documents, depending on your operating system, to change the keyboard language:
Repeated characters display when keys are held down
Filter Keys can stop the computer from processing brief or repeated keystrokes. By turning on Filter Keys, you can also slow the rate at which a key repeats when held down.
To turn on filter keys, find the section relating to the filter keys and use the instructions in one of the following HP support documents that HP has available, depending on your operating system:
A key is stuck
If a key is stuck in the down position, you might not have to replace the keyboard. Use the following instructions for a stuck key:
 note:
These instructions are not for integrated laptop keyboards.
  1. Contact HP if the keyboard is still under warranty and the key is stuck to determine if the keyboard can be replaced before removing a key. If the key is stuck due to liquid or other substance getting into the keyboard, cleaning might be the only option to save the keyboard.
     note:
    Consider replacing the keyboard if it is a thin, wireless keyboard, such as those used by Touch IQ series computers, as the individual key can be very difficult to replace.
  2. Turn off the keyboard before working on it, if you decide to clean it yourself.
  3. Insert a butter knife (or similar tool) under the key and pry it up.
  4. Use a swab with alcohol to clean the underside of the key, and clean the key's slot in the keyboard.
     note:
    Insert the small metal support rod found in the longer keys such as the Space and Return keys. This rod must be inserted into the key and keyboard before replacing the key into the keyboard.
  5. Replace the key by snapping it back into place.
Figure : Removing and cleaning a stuck key
Removing a stuck key
Increasing battery life
Use the following tips to get more life out of your keyboard and mouse batteries:
  • Move the keyboard and mouse closer to the receiver when it is not in use.
  • Use alkaline batteries when replacing the batteries. Rechargeable batteries, or other types, might not last as long.
  • Do not use the mouse on a glass surface.
  • Do not use the mouse over a dark surface. Instead, use the mouse over a lighter colored opaque surface.
  • Make sure the mouse switch is set to Off, if the mouse has an On/Off switch, when the computer is not used for extended periods of time (30 minutes or longer).
    Figure : On/Off switch on the underside of some mice (not all wireless mice have this feature)
    On/off switch on wireless mouse

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