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isaacculshaw
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Z3700 Wireless Mouse intermittent connection/cursor movement

HP Recommended
Z3700 Wireless Mouse

I bought a wireless Z3700 mouse today, but when plugged in the cursor is intermittently stopping, as if the mouse loses connection every few seconds. In an attempt to fix this, I have so far:

- Tried multiple USB ports, no other devices connected

- Replaced the battery

- Rebooted my PC 

- Rebooted my PC after manually uninstalling the existing drivers

- Attempted to update device drivers via windows update (no update available), and manually from the HP website (but none are available for this mouse)

- Tried in a different computer - it appeared to work in a different laptop, at least for 5 minutes. Could this be an indication of some USB power issue?

 

Entering the product serial number and product number in the HP support page (to attempt to contact someone) simply gives an error, and I'm told an incorrect serial number has been entered (I can promise you I've checked!). 

 

I even tried the virtual assistant but that sent me round in circles with the same result (incorrect/invalid serial number).

 

Please could someone suggest a solution I have not yet attempted? Or perhaps a way of actually contacting HP support?

1 REPLY 1
The_Fossette
HP Support Agent
HP Support Agent
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Message 2 of 2
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@isaacculshaw

 

I reviewed your post and I understand that the wireless mouse loses connectivity every few seconds.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

As you have mentioned that the mouse works fine on a different computer that confirms that the mouse is working fine. I recommend you install all the Windows updates on your computer and check if it helps.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

 

The_Fossette
I am an HP Employee

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