Wireless keyboard and mouse not working. They came with the desktop I just got

[CAgirl1]

Got a wireless mouse and keyboard with my new desktop and they are not working. I think the keyboard model # is 4251A-KHSAP003K.  It's not bluetooth, it has a 'dongle'.

[Hawks_Eye]

Hi @CAgirl1 

Welcome to the HP Support Community!

Thanks for sharing that—and I’m really sorry your wireless keyboard and mouse aren’t responding. That’s definitely not the welcome experience you deserve with a new desktop, but we’ll get this sorted together!

Here’s a step-by-step guide to help you troubleshoot the issue:

🖱️🔧 Steps to Get Your Wireless Keyboard and Mouse Working

Check the Dongle Connection

• Make sure the USB dongle is securely plugged into a working USB port on your desktop.
• Try different ports, especially those directly on the back of the tower.

Restart Your Desktop

• A simple restart can sometimes trigger device recognition, especially after first-time setup.

Replace the Batteries

• Fresh batteries can make a big difference. Even if they’re new, try swapping them out to rule out power issues.

Look for Device Recognition

• Press Win + X and open Device Manager.
• Expand Keyboards and Mice and other pointing devices to see if anything shows up.
• If you see an unknown device, right-click and select Update driver > Search automatically.

Try the Combo on Another PC

• If possible, plug the dongle into another computer to check if the keyboard and mouse work there. This helps confirm whether the issue is with the peripherals or the desktop.

Check for Interference

• Keep the dongle and devices away from other wireless electronics like routers or Bluetooth devices, which can sometimes interfere with signal.

I know it’s frustrating when things don’t work right out of the box, but you’re doing all the right things by digging into it. If you’d like, I can help walk you through the Device Manager steps or check for updates together. 

Let’s get those peripherals up and running! 😄

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Take care, and have an amazing day!

Regards, 

Hawks_Eye