Why is my warranty support ticket not being delt with 3 days after I created it

[fredhop]

My HP Wireless USB Keyboard and Mouse dongle that came with my all in one HP desktop has failed. I have confirmed this by placing it in my old HP Windows 10 desktop computer and it will not work there. The Wireless keyboard and Mouse from my Old Windows 10 computer does work in the new Windows 11 computer. I have run all the HP diagnostics and Firmware updates. This has not cured the Issue. In device manager, plugging in the USB dongle generate a code 43 error.

[Hawks_Eye]

Hi @fredhop 

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

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Thanks for the detailed breakdown—your testing confirms the dongle itself has failed, especially since it triggers a Code 43 error across multiple systems and other wireless peripherals work fine. Code 43 means “Windows has stopped this device because it has reported problems”, and in this case, it’s likely a hardware-level fault in the dongle’s microcontroller or firmware.

Here’s a structured path forward:

 

Final Checks Before Replacement

 

1. Try a Different USB Port (Direct to Motherboard)

Sometimes front-panel ports or hubs can miscommunicate with low-power dongles.

• Plug the dongle into a rear USB 2.0 port directly on the motherboard
• Avoid USB 3.0 ports or hubs during testing
• Restart and check Device Manager again

 

2. Clear USB Driver Cache

Windows may retain corrupted device profiles.

• Open Device Manager
• Expand Universal Serial Bus controllers
• Right-click each USB Root Hub and choose Uninstall device
• Restart your PC—Windows will reinstall clean drivers
• Reinsert the dongle and check for changes

 

3. Check for Hidden Devices

Sometimes failed devices are hidden and need manual cleanup.

• In Device Manager, click View > Show hidden devices
• Expand Keyboards, Mice, and Universal Serial Bus controllers
• Right-click and uninstall any grayed-out entries related to the dongle
• Restart and test again

You’ve done everything right—firmware updates, cross-device testing, and diagnostics. Let’s get your setup back to seamless functionality.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[fredhop]

I went through all the above and nothing worked. I am sure the USB dongle has failed.

I have also tried to use the HP tools to get help and contact HP support by phone and also asked for a call back. I filled in all the information requested on these pages (red starred fields) but when I click on "submit" button - nothing happens.

In desperation I googled the HP UK support number and found (0207 660 0596).  

I therefore rang this and got through to a real person (after a bit of time and persistence talking to a AI bot) .

The service agent has diagnosed that I need a new Keyboard and Mouse to be sent to me under warranty and this is what HP are doing.

Automated help is all very well, but from my perspective (I am not thick!) nobody has quality checked how these work from a user perspective - one is just sent round in loops and things just do not work or do not work as one would expect.

[Hawks_Eye]

@fredhop 

Thank you for laying that out so clearly—and I completely hear your frustration. You’ve done everything right: methodically troubleshooting, navigating HP’s support maze, and even escalating through direct contact when the automated systems failed you. That takes persistence and clarity, not to mention patience.

It’s encouraging that the HP agent ultimately recognized the hardware fault and arranged a warranty replacement. 

I will definitely get this heard by the concerned team.

Thanks again for your confirmation, and we wish you an amazing day ahead! 😊

Regards, 

Hawks_Eye