Support for HP 935 Creator Wirless Mouse - Serial Number not working

[Yankeelandy]

Hello, I am trying to get support for my HP 935 Creator Wireless Mouse, however when I put in the serial number into any HP support site, the number is not recognized. I can provide a picture of the serial number if needed.

I am trying to get support for my mouse as the right mouse button no longer functions and I need to troubleshoot

[Raj_05]

Hi @Yankeelandy,

Welcome to HP Support Community.

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

It can be frustrating when the serial number isn't recognized by the HP support site. Here's how you can address the issue and troubleshoot your HP 935 Creator Wireless Mouse.

To Resolve the Serial Number Issue:

Check Serial Number Format:

• Ensure that you’re entering the serial number exactly as printed, including any letters or dashes.
• Avoid spaces or extra characters that might cause an error.

Locate the Correct Serial Number:

• Look for a sticker on the underside of the mouse or inside the battery compartment (if applicable).
• Use a flashlight if the print is faint.

Try Alternate Platforms:

• Use the HP Support Assistant app on your PC or the HP Smart app to detect the mouse.
• Try entering the number on a different HP support portal (e.g., HP Parts Store).

Troubleshooting the Mouse:

If the right mouse button isn’t working, try these steps:

Basic Checks:

• Power Cycle: Turn the mouse off, remove the batteries (if applicable), wait for 30 seconds, and turn it back on.
• Re-pair the Device: If it connects via Bluetooth, remove and re-pair it with your computer.

Test on Another Device:

• Connect the mouse to another PC or device to check if the issue persists.

Update Drivers:

• Ensure your PC has the latest drivers for the HP 935 Creator Wireless Mouse. Check for updates in Windows Device Manager or on the HP support website.

Inspect for Physical Damage:

• Check if the right mouse button is stuck or obstructed. Gently clean around the button with compressed air.

Reset the Mouse:

• Some HP mice have a reset button underneath. Press and hold it for 5-10 seconds to reset.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[Yankeelandy]

Hello, @Alden4

I have tried all the provided advice, except trying the serial number on alternate platforms. Can you please provide links to the "different hp support portal" that you mentioned.

Also, If this is not a repairable issue, is there a recycling program for HP products so that they do not become ewaste?

[Raj_05]

Hi @Yankeelandy,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your 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.

I hope this helps! Keep me posted.

Alden4

HP Support