920 Ergonomic Vertical Mouse scroll wheel stopped working

[SteveHea]

Hello-my 920 Ergonomic Vertical Mouse scroll wheel stopped working. It is only 14 months old. Suggestions?

[Sneha_01]

Hi @SteveHea,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're experiencing a screen issue on your laptop that may require attention. Here are steps and considerations to help diagnose and potentially resolve the problem:

Steps to Troubleshoot Screen Issues:

Check for External Causes:

• Ensure there are no external factors causing the issue. Sometimes, shadows or flickering can be caused by nearby magnetic fields (from speakers, electronic devices), or even strong sunlight hitting the screen at certain angles.

Restart Your Laptop:

• Perform a simple restart of your laptop. This can sometimes resolve temporary display issues caused by software glitches.

Update Graphics Drivers:

• Outdated or corrupted graphics drivers can sometimes cause display abnormalities. Update your graphics drivers to the latest version provided by your laptop manufacturer's website or the graphics card website (NVIDIA or AMD).

Check Display Settings:

• Adjust display settings such as brightness, contrast, and refresh rate to see if it affects the appearance of the black shadow or flickering.

Run Display Diagnostic Tools:

• Many laptops have built-in diagnostic tools for checking hardware issues. Check your laptop's manual or manufacturer's website for instructions on how to run these diagnostics.

Connect to External Monitor:

• If possible, connect your laptop to an external monitor. If the issue persists on the external monitor, it indicates a potential hardware issue with the laptop's graphics card or display panel.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[SteveHea]

Hi Rachel, thank your for your response.  My issue is with the scroll wheel on my HP 920 Ergonomic Vertical mouse and not my laptop touch pad.  Below is a picture of my mouse.  The wheel rolls freely, but I have no control over scrolling up or down.  What do you think is the issue?  Thank you!  

[Sneha_01]

Hi @SteveHea ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out 

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support