can't connect with replacement keyboard and computer

[ArakanSan]

 I have an HP Pavilion All-in-One 24-xa0xxx. After my son poured water on the keyboard I needed to replace it keyboard and I bought the same keyboard from eBay but I couldn't connect to a computer so I need help from someone or anyone can help, please 

[Irwin6]

Hi @ArakanSan,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you are facing an issue with connecting an external keyboard to your PC.

To understand the issue and help you, please share the details listed below:

Note: Do not share any of your personal information such as serial number, phone number, email ID, etc., on your public post.

- Is it a wired or wireless keyboard?

- Is it an HP keyboard, If yes? Exact model number/product number(SKU number) of your HP Product (Click here for information on how to find the model number/product number)..

Take care and have a great day ahead!

Irwin6

HP Support

[ArakanSan]

Hello Irwin6, I appreciate your reply. here is the computer info.OS Name Microsoft Windows 11 Home
Version 10.0.22631 Build 22631
System Model HP Pavilion All-in-One 24-xa0xxx

Product number: X6C33AA#ABA

Serial number: [personal information removed]
System Type x64-based PC

Keyboard revision: v1100
System SKU X6C33AA#ABA
Processor Intel(R) Core(TM) i7-8700T CPU @ 2.40GHz, 2400 Mhz, 6 Core(s), 12 Logical Processor(s)

BIOS Version/Date AMI F.33, 8/18/2023

For the keyboard 

HP wireless keyboard and mouse. it is connected to a dongle

On the dongle: FGMCR0AHBB5E8

PIN: 928924-001

Rev: 0A

CT: BGMCL0ATJBB5E8

IC: 4251A-KHSAP003K

FCC ID: EMJKHSA-P003K

That's all I see around the keyboard if you need any more info, please shoot me ASAP, and I will be ready for you.

Thanks for the advanced 

[Irwin6]

Hi @ArakanSan,

Thank you for sharing the above information.

Kindly refer to the steps on this video link to troubleshoot and let me know if that resolves the issue.

If the issue still persists, refer to this link to further troubleshoot.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[ArakanSan]

Thanks for your reply, I watched a lot of support videos including your video link but I couldn't find it. when I bought my all in the PC, it came all set together, there is no any botton in keyboard to connect with dongle. when i set up computer, it's auto set up keyboard and mouse with a dongle. both dongle and keyboard have no connection button. I tested all my computers and everything looks good ( passed) except can't pair the replacement keyboard. I just also need pairing replacement keyboard. the computer or dongle pairing with the old keyboard but I can't use it because most of keys are not working anymore so maybe necessary reprogram for the keyboard or dongle??? Thanks again.

[Irwin6]

Hi @ArakanSan,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support here is limited and this issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support