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HP Customer Support - Knowledge Base

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Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP PCs - Wireless keyboard troubleshooting

Troubleshoot connection and hardware issues when a wireless keyboard does not work as expected.

Perform the following tasks in the order given. Try using the device after each task to see if the issue is resolved.

Check the power and connection status (keyboard with a wireless USB receiver)

Check a wireless keyboard for power and connection issues if it uses a USB receiver that plugs into a port or is built into the computer.

Look for and remove any packaging tabs from the keyboard. Tabs prevent the device from receiving power.
If the keyboard has an On/Off switch, make sure it is set to On.

If the keyboard does not turn on, recharge the battery by connecting the charging cable to a power source, such as a USB charging port on the computer or an external USB power adapter. If the keyboard uses replaceable batteries, install new ones.

Keyboard with (1) LED battery indicator and (2) MicroUSB cable to charging device connection

Number	Description
1.	LED battery indicator
2.	Cable to charging device

Locate the USB receiver for the keyboard. It may already be inserted in a USB port on the computer, or in the original packaging. Some HP Touch and All-in-Ones come with the USB receiver preinstalled in the computer. Or look for a storage container for the receiver inside the keyboard.
Make sure the receiver is inserted in a USB port on the computer. A USB hub might not provide enough power for your device to connect properly.
Turn off any other wireless devices that you are not using, including Bluetooth devices.
Move the mouse closer to the wireless receiver, usually within 30 cm (1 ft).
Make sure there are no objects between the mouse and the wireless receiver. Objects such as TVs, cordless phones, or speakers can weaken wireless signals.
Reset the USB receiver connection based on if it has a Connect button or not.
- Receivers without a Connect button
  
  Remove the receiver from the port, wait 10 seconds, and then reconnect it into another port on the computer.
- Receivers with a Connect button
  
  Move the receiver to a different port on the computer, and then press and hold the Connect button until the light flashes. Within 60 seconds, press and hold the Connect button on the device until the light on the receiver stops flashing.
If the connection fails, try setting up the keyboard with a different computer to determine if there is an issue with the port on the main computer.

Check the power and connection status (Bluetooth keyboards)

Check a wireless keyboard for power and connection issues if it uses Bluetooth to connect to the computer.

Look for and remove any packaging tabs from the keyboard. Tabs prevent the device from receiving power.
If the keyboard has an On/Off switch, make sure it is set to On.

Number	Description
1.	LED battery indicator
2.	Cable to charging device

In Windows, search for and open Bluetooth and other devices settings.
Make sure Bluetooth is set to On.
If the keyboard is not listed, place it in discovery mode according to the instructions provided by the manufacturer, and then click Add Bluetooth or other device to pair it.

HP PCs - Wireless keyboard advanced troubleshooting

Use these advanced steps and methods when a wireless keyboard is unresponsive or does not work as expected.

Update hardware drivers

Use Device Manager to update hardware drivers such as the graphics, audio, wireless, or other drivers for your computer.

In Windows, search for and open Device Manager.
In the list of devices, select Mice and other pointing devices.
Right-click the keyboard, select Update driver, and then follow the instructions to install the updated driver.
Restart the computer to complete installation of the updates.

Run an input device diagnostic test

Use the HP PC Hardware Diagnostics tool to identify issues with an input device such as a mouse, touchpad, or keybord.

In Windows, search for and open HP PC Hardware Diagnostics for Windows.

Note:
If it does not display in the list, go to HP Hardware Diagnostics to download and install the software.
On the Main Menu, select Component Tests.
Select Input Devices, select all the available tests, and then click Run once to start the tests.
If any of the tests fail, write down the 24-digit failure ID code (also available in the Test Logs), and then Contact HP Customer Support or service the device.

Run Windows Update

Update your Windows 11 or Windows 10 computer using Windows Update.

In Windows, search for and open Check for updates.
If there are any available updates, they begin automatically.
Note:
To download and install optional updates, use the following instructions for your operating system:
- In Windows 11, select Advanced options > Optional updates, select the updates that you want to install, and then click Download & install.
- In Windows 10, select View all optional updates, select the updates that you want to install, and then click Download and install.
After the updates install, restart your computer when prompted.

Resolve specific keyboard problems

Resolve keyboard issues such as slow typing, repeated characters, wrong language, or stuck keys.

Slow key press response or repeating characters

Check the Filter Keys setting if typing is slow or multiple characters display when a key is pressed.

In Windows, search for and open Control Panel.
Select Ease of Access Center, and then select Make the keyboard easier to use.
Clear the check box for Turn on Filter Keys, and then click OK.

Single keyboard key press enters multiple characters

Adjust the key repeat delay if two or more characters display when pressing a key.

In Windows, search for and open Control Panel.
Select Keyboard, and then select the Speed tab.
Under Repeat delay, move the slider to Long, and then click OK.

Numeric keypad does not work as expected

Check the Number Lock key status and check the Windows setting to use the keyboard as a mouse.

Make sure the Num Lock key is enabled or disabled, depending on how you want to use it. This key is usually near or on the numeric keypad.

If the issue persists, continue with these steps.
In Windows, search for and open Control Panel.
Select Ease of Access Center, and then select Make the keyboard easier to use.
Clear the check box for Turn on Mouse Keys, and then click OK to save your changes.

Keyboard language and layout is different than expected

Change the keyboard language and layout to match the Windows display language.

Note:

For business users, language settings might be controlled by an administrator. Contact your IT department for assistance.

In Windows, search for and open Language settings.
Confirm or change the Windows display language.
In Windows, search for and open Typing settings.
Select Advanced keyboard settings.
Select the language from the drop down menu under Override default input method.
In Windows, search for and open Language settings.
Select your language, and then click Options.
Under Keyboards, click Add a keyboard, and then select a keyboard layout to match the selected keyboard and display language.
Press the Windows key and the Spacebar to switch between keyboard layouts.

Note:
Switching between keyboard layouts only changes the language of the input.

A keyboard key is stuck

Remove a stuck key and clean the area under and around it.

Note:

If the keyboard is not working as expected and is still under warranty, contact HP to see if the keyboard can be replaced. If the key is stuck due to liquid or other substances getting into the keyboard, cleaning might be the only option.

Disconnect the keyboard from the computer. If it uses batteries, remove them.
Insert a butter knife (or similar tool) under the key, and then gently pry it off.

Note:
Keys on thin keyboards can be more difficult to remove. Consider replacing the keyboard if you cannot safely remove the key.
Use a cotton swab with rubbing alcohol to clean the underside of the key and its slot on the keyboard.
Remove any dust or debris from the key slot area.
Reinstall the key by pushing it back on until it clicks into place. Longer keys might have a small metal support rod that also needs to be installed.

Computer beeps when typing

Check the Toggle Keys or Sticky Keys setting in Windows if the computer sometimes beeps while you are typing.

Keys can beep when the Lock keys are pressed. Sticky Keys can beep when the Ctrl + Alt + Shift and Lock keys are pressed.

In Windows, search for and open Ease of Access keyboard settings.
Make sure Use Sticky Keys is set to Off.

HP PCs - Troubleshooting a Bluetooth connection

Check for connection or driver issues if you cannot pair a Bluetooth accessory or input device with your computer.

Perform the following tasks in the order given. Try using the device after each task to see if the issue is resolved.

Confirm your computer has Bluetooth

Use Device Manager to confirm if your computer supports Bluetooth.

In Windows, search for and open Device Manager.
In Device Manager, look for Bluetooth or Bluetooth Radios in the list.

If Bluetooth does not display, your computer does not support it. Use a different type of wireless or USB device.

Make sure the Bluetooth signal is on

When the Bluetooth signal is turned off, you cannot pair an existing device, add a new device, or modify Bluetooth settings.

Open Device Manager, and then click the arrow next to Bluetooth.
If your device does not display, right-click the Bluetooth card, and then select Enable device.

Check the wireless communication settings

On your computer, make sure your wireless communication settings allow for a Bluetooth connection.

In Windows, search for and open Airplane mode.
Make sure Airplane mode is turned off, and Wi-Fi and Bluetooth are turned on.

Note:
Airplane mode automatically turns off Wi-Fi and Bluetooth. If you need to use Bluetooth while in Airplane mode, you can manually toggle it back on.

Remove any wireless interference

The Bluetooth wireless signal between your computer and device might be too weak to make a good connection.

Non-wireless products interfering with wireless performance

Make sure the device is on and discoverable.
Check for and turn off Bluetooth on any other devices that are not being used.
Move the computer and device closer together, usually within 10 m (33 ft).
Make sure there are no objects between your computer and device. Objects such as TVs, microwaves, cordless phones, or other wireless devices can weaken Bluetooth signals.

Restart the Bluetooth device and computer

Restarting the device and computer might resolve connectivity errors.

Close all running programs on your computer, and then shut down the computer.
Turn off the Bluetooth device.
Turn on the computer and device.

Check for a Bluetooth driver update

If the Bluetooth driver for your device is out of date, you might experience connectivity issues.

Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.
Right-click your Bluetooth device, and then select Update driver.
On the Update Drivers screen, click Search automatically for updated driver software.
If an update is available, update the driver.

Reinstall the Bluetooth device

The Bluetooth driver for your device might be corrupted. Uninstall the device using Device Manager, and then pair it to the computer to reinstall the driver.

Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.
Right-click the device you are trying to pair, and then select Uninstall.
Restart the computer to reset any wireless connections.

Restore your computer when Windows starts normally

Restore your computer to a previous point in time.

Save any open files, and then close all open programs.
In Windows, search for and open Create a restore point.
On the System Protection tab, click System Restore.
In the System Restore window, click Next.
Select the restore point you want to use, and then click Next.
Review your selection, and then click Finish.
Read the warning about not interrupting System Restore, and then click Yes.

CAUTION:
Allow System Restore to complete without interruption to avoid corrupting the hard drive or causing additional damage to the computer.

System Restore returns the computer configuration to a previous point in time and restarts the computer.

Contact HP Customer Support

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

Go to HP Customer Support - Contact.
Enter your product serial number to view warranty status and to change your location, if necessary.
Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.

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