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HP Customer Support - Knowledge Base

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  • Information

    Audio or sound issues? Try our automated HP Audio check!

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

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     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 wireless mouse problems

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

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

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

  1. Look for and remove any packaging tabs from the mouse. Tabs prevent the device from receiving power.

    Removing packaging tab from the mouse
  2. If your mouse has an On/Off switch, make sure it is set to On.

    Turning on the mouse
  3. If the mouse 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 mouse uses replaceable batteries, install new ones.

  4. Locate the USB receiver for the device. It may 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 mouse.

    USB wireless receiver inside the mouse
  5. 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.

  6. Turn off any other wireless devices that you are not using, including Bluetooth devices.

  7. Move the mouse closer to the wireless receiver, usually within 30 cm (1 ft).

  8. 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.

  9. Reset the USB receiver connection based on if it has a Connect button or not.

    • Receivers without a Connect button

      USB wireless 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

      USB wireless receiver with a connect button and LED activity light

      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.

  10. If the connection fails, try setting up the mouse 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 mouse)

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

  1. Look for and remove any packaging tabs from the mouse. Tabs prevent the device from receiving power.

    Removing packaging tab from the mouse
  2. If the mouse has an On/Off switch, make sure it is set to On.

    Turning on the mouse
  3. If the mouse 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 mouse uses replaceable batteries, install new ones.

  4. In Windows, search for and open Bluetooth and other devices settings.

    Bluetooth settings in Windows
  5. Make sure Bluetooth is set to On.

  6. If the mouse 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 mouse advanced troubleshooting

Use these advanced steps and methods when a wireless mouse 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.

  1. In Windows, search for and open Device Manager.

  2. In the list of devices, select Mice and other pointing devices.

  3. Right-click the mouse, select Update driver, and then follow the instructions to install the updated driver.

    Selecting Update driver in Device Manager
  4. Restart the computer to complete installation of the updates.

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.

  1. 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.

  2. On the Main Menu, select Component Tests.

    Selecting Component Tests on the Main Menu
  3. Select Input Devices, select each mouse test, and then click Run once.

    x

    Running mouse tests
  4. 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.

  1. In Windows, search for and open Check for updates.

    If there are any available updates, they begin automatically.
  2. 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.

  1. 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.

  2. 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.

  1. In Windows, search for and open Mouse settings.

  2. Select Additional mouse options.

  3. 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.

    Locating the tabs to change mouse settings

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.

  1. In Windows, search for and open Device Manager.

  2. 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.

    Bluetooth displays in Device Manager

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.

  1. Open Device Manager, and then click the arrow next to Bluetooth.

    Clicking the arrow next to Bluetooth to expand the list
  2. If your device does not display, right-click the Bluetooth card, and then select Enable device.

    Clicking enable device for the Bluetooth card

Check the wireless communication settings

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

  1. In Windows, search for and open Airplane mode.

  2. 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.

    Making sure Airplane mode is off, and Wi-Fi and Bluetooth are 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
  1. Make sure the device is on and discoverable.

  2. Check for and turn off Bluetooth on any other devices that are not being used.

  3. Move the computer and device closer together, usually within 10 m (33 ft).

  4. 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.

  1. Close all running programs on your computer, and then shut down the computer.

  2. Turn off the Bluetooth device.

  3. 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.

  1. Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.

    Clicking the arrow next to Bluetooth to view installed devices
  2. Right-click your Bluetooth device, and then select Update driver.

  3. On the Update Drivers screen, click Search automatically for updated driver software.

  4. 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.

  1. Open Device Manager, and then click the arrow next to Bluetooth to view the currently installed devices.

    Clicking the arrow next to Bluetooth to view installed devices
  2. Right-click the device you are trying to pair, and then select Uninstall.

  3. Restart the computer to reset any wireless connections.

Restore your computer when Windows starts normally

Restore your computer to a previous point in time.

  1. Save any open files, and then close all open programs.

  2. In Windows, search for and open Create a restore point.

  3. On the System Protection tab, click System Restore.

    Selecting System Restore in the System Properties window
  4. In the System Restore window, click Next.

  5. Select the restore point you want to use, and then click Next.

    Selecting a restore point
  6. Review your selection, and then click Finish.

  7. 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.

    Confirming System Restore cannot be interrupted
    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.

  1. Go to HP Customer Support - Contact.

  2. Enter your product serial number to view warranty status and to change your location, if necessary.

  3. 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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