HP 975 Keyboard serial number not recognised - cannot access support.

[chris_bramley]

I cannot register this keyboard. It has suddenly started disconnecting from my bluetooth . I have to turn it off and on for it to re-engage, but it stays connected via bluetooth but stops responding. 

I urgently need support on it and I can't even talk to support. 

[Sneha_01]

HI @chris_bramley,

Welcome to HP Support Community.

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

I'm sorry to hear about the issues with your HP 975 keyboard. Here are some steps to help you address the problem and try to get support:

Troubleshooting Steps

Restart Bluetooth on Your Device:

• Turn off Bluetooth on your device.
• Wait a few seconds and turn Bluetooth back on.
• Reconnect your keyboard.

Check Battery Level:

• Ensure your keyboard is fully charged. Low battery levels can cause disconnection issues.

Update Drivers and Firmware:

• Check if there are any updates available for your keyboard's drivers or firmware. You can usually find these on the HP support website.

Re-pair the Keyboard:

• Remove the keyboard from the list of paired devices on your computer.
• Restart your computer.
• Re-pair the keyboard to your computer.

Interference:

• Ensure there are no other devices causing interference with the Bluetooth signal.

Try on Another Device:

• Connect the keyboard to another device to see if the issue persists. This will help determine if the problem is with the keyboard or the original device

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[chris_bramley]

Thanks Rachel, 

I have identified the problem, and found a workaround, but could still use help to completely resolve it. 

- the issue only occurred on my laptop

- the issue was present via dongle and both bluetooth channels

- my other devices had no problems at all

- the issue was not the keyboard

- the problem would occur after several minutes, even mid-typing. The whole keyboard would lock up and stop responding, requiring a manual restart

I tried updating the firmware and it froze. I then realised that the HP Accessory Centre was showing on my other device that the firmware for the keyboard was up to date, but the laptop seemed to be trying to apply the current version again. 

TL;DR Check the auto-firmware update is off in the HP AC if your keyboard freezes during use after a few minutes on one device. 

I disabled the firmware update on the laptop and the issue has not reoccurred. 

However, this is not a total fix, it's a workaround. If I only had one device I would be unable to update firmware.

I have tried to clear this false flag on the laptop, including deleting and reinstalling the HP AC. This has not cleared the issue. I suspect there is something in the registry or similar which is persistent. 

Please can you advise on what needs removing to clear this "firmware needs updating" message in information in the HP Accessory Centre and allow it to reassess freshly. 

That will complete resolution of this issue and provide people a way to safely update their firmware again. 

Thanks

[Sneha_01]

Hi @chris_bramley 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[NeoGeo79]

I want to thank @chris_bramley for the discovery of the workaround.  This saved my day and I was just going to return my newly bought keyboard if this post is not found soon enough.