hp accessory center and mouse issue

[yoy5]

I have hp 975 keyboard and 935 mouse.

hp accessory center (HPAC) detects these no problem on my windows 10 desktop but it fails  windows 11 laptop.

I don't think I am the only one having these issues after searching for other threads, but there seems to be no real solutions to this problem.

Also, 935 mouse has a critical flaw where the scrolling stops for about a second when the mouse is lifted just a bit from the pad.  Will there be firmware upgrade or fix???? 

[Nal_NR]

Hi @yoy5,

Welcome to the HP Support Community. 

I'd be glad to help you! 

• How are the keyboard and mouse connected to your Windows 11 laptop (e.g., Bluetooth, USB dongle)?
• What is the version and build number of Windows 11 on your laptop? (You can find this by typing winver in the Run dialog.)
• What version of HPAC are you using on your Windows 11 laptop? Have you tried updating it to the latest version?
• Have the keyboard and mouse ever worked with the HPAC on your Windows 11 laptop before?
• Do other Bluetooth or USB devices connect and function properly with your Windows 11 laptop?
• Have you checked for updates for the keyboard and mouse drivers on both your laptop and desktop?
• Does the scrolling issue with the 935 mouse occur only on the Windows 11 laptop or on the Windows 10 desktop as well?
• Are there any known sources of interference (e.g., other wireless devices, USB 3.0 ports) near your Windows 11 laptop?

Let's try a few steps and see if that helps.

Check HP Accessory Center (HPAC) Compatibility:

• Ensure that the HPAC version is compatible with Windows 11. Check for updates on the HP website and install the latest version.

Update Drivers:

• Go to the Device Manager and look for the keyboard and mouse under "Keyboards" and "Mice and other pointing devices."
• Right-click each device, select "Update driver," and choose "Search automatically for updated driver software."
• Alternatively, download the latest drivers from the HP support website.

Reinstall HP Accessory Center (HPAC):

• Uninstall HPAC from your Windows 11 laptop and reinstall it. Ensure you are downloading the latest version from the HP website.

Please find the remaining steps in the next post 

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”.

[Nal_NR]

Hi @yoy5 ,

Please find the remaining steps below. 

Bluetooth and USB Dongle Re-Pairing:

• If using Bluetooth, remove the devices from the Bluetooth paired list and re-pair them.
• If using a USB dongle, try reconnecting it to a different USB port and ensure it is properly recognized by the system.

Check Power Management Settings:

• Go to Device Manager, find your Bluetooth adapter, right-click, select "Properties," and go to the "Power Management" tab. Uncheck "Allow the computer to turn off this device to save power."

Test on Different Systems:

• Check if the mouse scrolling issue occurs on another Windows 10 or Windows 11 device to confirm if it’s a device-specific issue.

Firmware Updates:

• Check the HP support website for any available firmware updates for the HP 935 mouse and 975 keyboard. Follow instructions to update if available.

These steps should help isolate and potentially resolve the connectivity and functionality issues with your HP 975 keyboard and HP 935 mouse on your Windows 11 laptop. If the problem persists, I recommend you contact phone support for further assistance. 

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”.

[yoy5]

Thanks for the reply

I was able to update firmware on my 975 keyboard from my windows 10 HPAC and after updating, but it broke the keyboard.  When connected with usb dongle, non of the programmable changes work and some of the keys (del, end, insert, pg up, pgdn, insert) stopped working and some keys  (setting,search,notification,etc) got remapped to windows key

Is there a way to factory reset / rollback the firmware or manually update since the firmware update broke the keyboard?

Found solution to broken keyboard:   receivers for keyboard and mouse somehow got swapped.  After remapping both keyboard and mouse to the keyboard receiver, problem was solved

HPAC on my windows 11 laptop now can detect 935 mouse via USB., but it can't detect 975 keyboard at all and 935 mouse with Bluetooth.

Also, 935 mouse scrolling issue persists in various modes even in android.   I've seen other review/threads with the same problem so it is not just my device.

[Nal_NR]

Hi @yoy5,

Great to know that, you found the solution for the keyboard. 

However, if you need further assistance, I recommend you contact phone support.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

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