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HP Recommended
HP Pavilion Desktop - 550-110
Microsoft Windows 10 (64-bit)

USB mouse stopped working.  USB keyboard works just fine.  Tested all USB ports and used known good mouse.  Device Manager indicates HID-mouse device will not start.  Tried to obtain drivers from HP website, however, I get the standard "We can't seem to find the page you were looking for" message.  Any assistance in obtaining driver software would be appreciated.

9 REPLIES 9
HP Recommended

If it is a wired mouse , verify that it does or does not work with another PC on its USB ports. 

 

"Tried to obtain drivers from HP website, however, I get the standard "We can't seem to find the page you were looking for" message"  That is probably because HP no longer provides drivers or support for the desktop model series.

 

I see that the 550-110la model I found has a 4th Gen Intel processor. That was from model year 2015.

 

It would help if you provided the complete product number or product name. If you do that we might be able to find chipset drivers from Intel if the desktop has an Intel chipset.



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HP Recommended

Erico, Thank you for the prompt reply.  Yes, the wired mouse does work on other devices, it is an HP slim mouse that was included with the desktop.  When searching for the model number/type of the desktop (using its Serial Number) on the website I get the product number as M9Z83AA.  

HP Recommended

It would be better to use msinfo in Windows to get your product number.

 

It will be specific whereas getting it from the HP Support website will be a generic model series product number.


When logged into Windows, hold down the Windows key and tap the R key once.
That will open the Windows run dialogue

Type in msinfo32 and press enter.


The ninth line is the SKU and the HP product number. Kindly post it in your next reply in your thread.

The System SKU/Product ID will enable us to determine the hardware configuration of your notebook.



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HP Recommended

System SKU: M9Z83AA#ABA

HP Recommended

Thanks.

HP no longer provides anything on their servers for your desktop and that is why the Drivers and Software pages isn't working.

 

What is the installed operating system?

 

Does the desktop have a UEFI or MBR disk setup?

I am asking that because my usual resources which would let me see that are not present.

 

If UEFI is the type of BIOS there should be an HP PC Hardware Diagnostic utility available at an F2 keystroke when you power on the PC.

 

Had you considered removing the device in the Device manager and then right clicking to force the OS to find the device and install it and its driver?

 

Had you also considered using system Restore to restore back to a date when the mouse worked?

 

Do other USB devices, such as USB flash drives, work with the USB ports?



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HP Recommended

I tried restoring and updating the OS, unfortunately it keeps failing.  FIRST_BOOT phase error.  The USB mouse driver is the only device that is currently not installing correctly.  All other USB devices work just fine. Running Windows 10 64-bit.

HP Recommended

If that is the case it would mean that the issue is in the operating system and not the hardware.

 

I would consider transferring all important data to an external storage device and then doing a clean install of the OS.

 

I didn't get an answer from you on my query about using the PC Hardware diagnostics. 

 



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HP Recommended

Hi Erico,

Mouse does work in PC Diagnostic mode. No issues were identified. I did all the tests available... I truly do not want to do a clean OS install. If that is the ONLY solution, I rather just get a newer machine with available support. Thanks for the help.

HP Recommended

In that case, perhaps sourcing a more modern machine would be the best option. 

 

It is unfortunate, but after a five year period, HP generally stops providing support, including drivers.



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