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HP Customer Support - Knowledge Base

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Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

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Create an HP account today!
Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more

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HP PCs - Troubleshooting wired mouse problems

If a mouse with USB cable does not respond or work as expected, check the connection, install updates, and confirm settings to resolve the issue.

Check for wired mouse connection issues

If the mouse does not work, it could be a connection issue.

Turn off the computer.
Disconnect the mouse cable.
Turn on the computer.
Reconnect the mouse to the computer.
- If the mouse has a USB connector, use a port directly on the computer rather than a USB hub. Try a different port if the mouse fails to respond with the first one you tried.
- If the mouse has a PS/2 connector (identified by a round connector on the end of the cable), make sure the mouse is connected to the mouse port, not the keyboard port. The color of the cable plug and the color of the receiving connector on the computer should match.

Connect the mouse to a different computer

If the mouse does not work as expected, connect the mouse to a different computer.

Turn off the computer.
Disconnect the mouse cable.
Make sure you have a second computer to test with.
Reconnect the mouse to the second computer.
- If the mouse has a USB connector, use a port directly on the computer rather than a USB hub. Try a different port if the mouse fails to respond with the first one you tried.
- If the mouse has a PS/2 connector (identified by a round connector on the end of the cable), make sure the mouse is connected to the mouse port, not the keyboard port. The color of the cable plug and the color of the receiving connector on the computer should match.
Use the mouse with the second computer.
- If the issue does not occur on another computer with the same mouse: It could be software related.
- If the issue persists on another computer with the same mouse: The mouse might be defective.

Test the mouse with HP PC Hardware Diagnostics

If your mouse is not working as expected, use the HP PC Hardware Diagnostics tool for Windows to help identify any issues.

In Windows, search for HP PC Hardware Diagnostics for Windows. Right-click the app, and then select Run as administrator.

If the app is not installed on your computer, download the latest version from the HP PC Hardware Diagnostics for Windows website.
On the Main Menu, select Component Tests.
Select Input Devices, select each mouse test, and then click Run once.

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Follow the instructions to test the function of the mouse.

When you complete the tests, the results display on the screen.
- Passed: The mouse functions properly and as expected.
- Failed (with an ID number): The mouse experienced a hardware failure. Write down the battery status and Failure ID. Keep the battery status and Failure ID so you have them available if you need to contact HP Customer Support.

Run Windows Update (Windows 10)

Update your Windows 10 computer using Windows Update.

In Windows, search for and open Check for updates.

If there are any available updates, they begin automatically.
After the updates install, restart your computer when prompted.

Resolve specific mouse problems

Resolve mouse issues such as poor tracking, slow pointer, poor visibility, or slow clicks.

Mouse is not tracking correctly

If there is an issue with mouse tracking, try using the mouse on a different surface and clean the lens.

Change the mouse surface. Make sure the mouse is on a nontransparent, flat surface, such as a mouse pad or a white piece of paper. The device might not work on glass, grooved, translucent, or reflective surfaces.
Clean the plastic tracking lens. Dirt or fingerprint buildup can cause tracking issues. Use a damp cloth or cotton swab to clean the lens on the underside of the mouse.

Mouse pointer is too slow, too small, or clicks slowly

If the mouse pointer moves too slow, is difficult to see, or the double-click is slower than expected, change the mouse settings.

In Windows, search for and open Mouse settings.
Select Additional mouse options.
On the Mouse Properties window, select a tab for the settings you want to change.
- Buttons: Customize the left and right buttons, change the double-click speed, or highlight items without holding down the mouse button.
- Pointers: Change the pointer schemes or select a visual style for the pointer.
- Pointer Options: Change the pointer speed, default behavior, or visibility.
- Wheel: Customize the vertical or horizontal scrolling of the mouse wheel.

Restore your computer with Microsoft System Restore

Use Microsoft System Restore to return the computer to a previous state when the computer worked normally.

For business computers, if you do not have the option to restore the computer, contact your company's IT department or your local IT service.

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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