Pavilion 23 Wireless Mouse and Keyboard not working

[SCADAGuy]

Hello everyone.  I hope someone here can help.

A friend of mine recently purchased a HP Pavilion.  I think it's a Pavilion 23 to be exact.  I know the model: 23-q113w.  It came with a wireless mouse and keyboard which currently do not work.  We are trying to resolve the issue soon as it has a 30 day refund on it from whever it was purchased from.  Without a problem resolution we'll have to send the unit back so they can get the refund.

I have double checked all batteries to make sure they are fresh and working as well as ensure they are installed correctly.  Neither the keyboard or mouse have a connect button on them.  The only thing I see on either item is an on/off switch on the bottom of the mouse.  This switch is of course on.

Other than the devices not working, I am not seeing much which can help.  I will say when the unit is first powered on, during the post process a keyboard error of some sort comes up on the screen.  The system doesn't pause during this though; it continues to finish the post process and the OS boots up. 

Thankfully, the touch screen on this works fine so we can use the unit with it if so desired.  The user wants to use the mouse and keyboard.

I have looked on HP's website but I am unable to find anything useful to help resolve this.  As part of my search, I did look at this: http://support.hp.com/us-en/document/c00006821 .  This document proved unhelpful in resolving the issue.

The frustrating part of this is the lack of documenation for the specific model of Pavilion.  One thing which bugs me is I cannot tell where the receiver the mouse and keyboard work with is located at (I don't think either of these are bluetooth based). 

Typically with such wireless devices, it is my experience they come with a USB receiver.  The user is expected to plug this receiver into a USB port.  I cannot find such a receiver anywhere with the unit and its packaging.  Reviewing HPs website, it appears some Pavilions have this receiver built into them.  I cannot tell from HP's website or the included documenation with the Pavilion if the receiver is a seperate, physical USB based item or if the receiver is built into the unit somewhere.

Can someone tell me how to determine if the receiver is built into the unit or if it is seperate?  Or, perhaps someone here knows?

Beyond the above question, any idea how to resolve this?

[Resolv_S]

Hi@SCADAGuy,

Thanks for stopping by HP Support Forums.

I came across your post and would like to help.

Wireless keyboard and mouse kit not working. Is that, correct?

As you rightly said, the USB receiver is what connects the keyboard and mouse to the PC.

If you are unable to find it from the box in which the keyboard and mouse, then you will need to contact HP Phone support for the replacement.

I request you to use the link below to contact Phone support.

http://support.hp.com/us-en/contact-hp

Hope the solution answers your query. Feel free to reply back for more.

Resolv_S

Glad to help you. I work for HP

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[SCADAGuy]

Thanks for the response. 

Last night I got a short, vague text message from my friend.  They called Amazon (where this was purchased from...) and talked to their tech support.  Apparently, the USB receiver was inside the mouse.  Typically I look at the mouse to find the receiver.  95+% of the time the receiver is in the mouse based on my experience.  I didn't find it but apparently it was there somehow and I just missed it.

My understanding after inserting the receiver into a USB port, all is now well.

Thanks again for the response.  It is appreciated.

[Jeet_singh · Accepted solution]

Hi @SCADAGuy,

Thank you for the update,

I appreciate your time and efforts,

I'm glad you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

And accept this as the solution to help others find your post helpful.

Take care now and do have a fabulous week ahead. 🙂

Regards,