"Out of box" All In One desktop not recognizing wireless keyboard or mouse.

[KCBRUN]

Mouse tracking LED is lit. Keyboard "Caps Lock" LED cycles on when batteries are inserted, but does not stay on. Batteries checked out at 1.5VDC on DMM. No wireless dongle included in packaging. 

[Nal_NR]

Hi @KCBRUN,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP All-in-One Desktop PC 27-cr1000i is not recognizing the wireless keyboard or mouse, here are some steps to troubleshoot the issue:

1. Check for a Missing Wireless Dongle

• No Wireless Dongle Included: Since no wireless dongle is in the packaging, check the following:
  • Look for Hidden Compartments: Sometimes the dongle is stored in a compartment inside the keyboard or mouse.
  • Check the Packaging Thoroughly: Sometimes it’s in a small, easy-to-miss bag.

2. Try a Wired Keyboard and Mouse

• Connect Wired Devices: Plug in a wired keyboard and mouse to verify if the system boots up and recognizes input devices. This can help confirm if the issue is with the wireless setup or the computer itself.

3. Power Cycle the Computer

• Turn Off the PC: Shut down the computer completely.
• Unplug the Power Cord: Disconnect it from the power source.
• Wait for 1-2 Minutes: Allow residual power to drain.
• Reconnect and Restart: Plug the power cord back in and turn on the computer.

4. Check Battery Levels

• Replace Batteries: Even though the batteries show 1.5V, try new batteries to ensure they're not the issue.
• Ensure Proper Battery Placement: Double-check that the batteries are correctly oriented.

5. Inspect the Wireless Receiver and Transmitter

• Check for Interference: Ensure there are no obstructions or interference between the keyboard/mouse and the computer.
• Move Closer: Place the keyboard and mouse close to the computer to rule out range issues.

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 · Accepted solution]

Hi @KCBRUN,

Please find the remaining steps below.

6. Reset the Keyboard and Mouse

• Power Cycle Devices: Turn off the keyboard and mouse, then turn them back on.
• Re-Pair Devices: If your devices have a pairing button, press it to re-establish a connection.

7. Verify Device Manager

• Access Device Manager: Press Windows + X and select Device Manager.
• Look for Devices: Check under Keyboards and Mice and other pointing devices. If there’s a problem, it might show a warning symbol.
• Update Drivers: Right-click on any device with issues and select Update driver.

8. BIOS/UEFI Settings

• Access BIOS/UEFI: Restart the computer and press Esc or F10 repeatedly to enter the BIOS/UEFI settings.
• Check USB Settings: Ensure USB ports are enabled and configured properly.

9. Check for Included Accessories

• Contact HP Support: If you still can’t find the wireless dongle and it wasn’t included, contact HP Support to request a replacement or get further assistance.

10. Use an External USB Wireless Dongle

• Purchase a USB Wireless Adapter: As a last resort, you could buy a generic wireless USB dongle and connect it to see if it resolves the issue.

Following these steps should help you diagnose and resolve the issue with your wireless keyboard and mouse. If the problem persists, reaching out to HP Phone Support is advisable 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”.