HP 970 Creator Keyboard Deep Sleep Crash & Invalid Serial Number on macOS

[nrawal]

Hello,

I just unboxed a brand-new HP 970 Creator Keyboard today and am experiencing severe technical failures on macOS.

1. The Issue: The keyboard completely shuts down whenever it goes idle. It refuses to wake up via keystrokes on both the 2.4GHz dongle and native Bluetooth. The only way to revive it is to physically toggle the power switch on the back off and on.
2. Firmware Mismatch: HP Accessory Center shows the Keyboard is on version 1.04.3, but the Dongle is stuck on 1.01.1. The Mac app will not let me update the dongle separately.
3. Invalid Serial Number: I am trying to open an official support ticket, but the HP Support website rejects both the S/N and P/N printed on the back of the keyboard and box as "Invalid".
4. MacOS: Golden Gate 27.0.

Because the serial number is rejected, I cannot contact standard support. Could a moderator please reach out via private message to escalate this hardware issue? Thank you.

[Hawks_Eye]

Hi @nrawal 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for reaching out, and we appreciate the detailed information you provided. We understand that your new HP 970 Creator Keyboard is entering a state where it does not wake correctly after becoming idle, that the dongle firmware version differs from the keyboard firmware version, and that the HP Support portal is not accepting the serial number information.

To help isolate the behavior, please check the following:

• In HP Accessory Center, confirm that the application itself is updated to the latest available version on your Mac.

• Test the keyboard using only the 2.4 GHz dongle connection and then only Bluetooth to determine whether the wake behavior is identical in both modes.

• Connect the keyboard directly to the Mac using the supplied USB cable and verify whether the keyboard remains responsive after an idle period while charging.

• On macOS, open Bluetooth settings, remove the HP 970 Creator Keyboard, restart the Mac, and pair the keyboard again.

• If available, test the keyboard on a second computer to confirm whether the sleep and wake behavior follows the keyboard itself.

For the serial number validation issue, please double-check that the S/N and P/N are entered exactly as printed on the product label, including any letters, numbers, and punctuation. If the website continues to reject the information, please wait for a moderator to review your post and provide guidance regarding product registration details.

Please let us know the results of the USB-connected test and whether the keyboard exhibits the same behavior over both Bluetooth and the HP Unifying Dongle connection.

Take care, and have an amazing day!

Regards, 

Hawks_Eye