wireless keyboard and mouse

[Helpee1]

My wireless keyboard and mouse have stopped working for the 2nd time.  I replaced the batteries and tried all of the troubleshooting steps on the website with no success.  The last time it happened I did a BIOS update and that fixed the problem.  Apparently I have the latest BIOS version so that is not an option this time.  Now what?

[Dragon-Fur]

@Helpee1

If the unit is still under either the original or an extended Warranty, please contact HP Technical Support - details at the bottom of this post.

Troubleshooting from the computer

Control Panel > icon view > Troubleshooting > Hardware >

Hardware and Devices (watch progress, answer inquires)

and/or

Control Panel > icon view > Troubleshooting > Hardware >

Keyboard (at the bottom under section Windows)

Reset / Replace Mouse, Dongle, Keyboard

If the unit is not under warranty, you can try resetting or replacing the USB dongle and mouse.

Commentary

Nothing works - considering replacement

I am not sure whether you can replace the mouse and the USB dongle alone and have that setup work with your current keyboard (assuming it works and the actual problem is either the mouse and / or dongle).

I am equally unsure you can replace the mouse and dongle, also purchase the keyboard, and have the three piece setup "marry" together.  I should think it would work; I have not done this and cannot confirm any of it.

Rats.

Finding Parts

Depending on your location (on the planet), the parts may be available.

Specifications indicate the Product Number is: J6S80AV

Open HP Parts Surfer

• Select a Country and then enter your device Product Number in the Quick Search box.
• To see a system-specific list, enter your Serial Number in place of the Product Number.
• Items accompanied by a tiny box in the Add-to-Cart column are available for purchase.

example:

Electronic Accessories

Accessory
			722843-001	HP HIGH DEFINITION 1MP WEBCAM, DUAL MIC				COMPLY_2.07
Keyboard
			704219-001	HP Keyboard - US English, Wireless (keyboard only)				COMPLY_2.07
			704221-001	Wireless Keyboard/Mouse Kit - Sydney Melbourne				COMPLY_2.07
Mouse
			704220-001	HP Mouse - Wireless, Optical (includes USB Receiver & Mouse)				COMPLY_2.07
Remote Control
			684258-001	Remote Control - Rothko English Text NA OTP				COMPLY_2.07
	-N/A-		808890-001	Remote Control - Rothko English Text NA OTP ID15				COMPLY_2.08
Speaker
			716048-001	Speaker Assembly - L/R Colossus 27				COMPLY_2.08

Parts may be available from

HP Parts Store

Commentaruy

All things considered, the USB dongle port may be a standard USB port intended for this purpose (running keyboard and mouse).

Assuming the USB port has not failed:

You might be able to replace the mouse, dongle, and keyboard with a combination mouse, keyboard of your choosing, that is, purchase any brand of mouse, dongle, keyboard you like.

Understand, this is a GUESS -- I have not had experience in this area.  Assuming you purchase the mouse, dongle, and keyboard set from a reputable vendor, you could try the option and then return the bits if the solution fails to work as expected.

Contact HP Technical Support

HP Contact Information – Sales, Technical Support, other Contacts 

For USA / Canada

1. Create case online: HP Customer Support - USA / Canada - Contact
2. Receive Case Number and Contact Information (after the completed form is submitted)

For UK

1. For faster support, create case online HP Customer Support - UK - Contact
2. Contact Phone: 0207 660 0596

OR

HP Tech support/ Customer Service – Some English-Speaking Countries

OR “everywhere else”

HP World-Wide Support

----------------------------------------------------------------------------------------------

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[Alennx]

Hi Helpee1,

Just a quick check for you. Are you using anything USB3.0 connected to your computer?

The reason I ask is that USB3.0 signals in the 2.4Ghz range and can sometimes disrupt wireless KB&M, Bluetooth, home phone handsets, even routers on B, G and N single band.

To check if this is the problem, disconnect everything USB. Restart your computer and then reconnect your KB&M USB dongle into a USB2.0 port. If your KB&M have little buttons underneath to connect to the USB Dongle, follow the procedure for doing that.

Open a text program (Notepad, Word, whatever you use) and try typing a sentence. Obviously, if it not fixed, you won't be able to do this step.

If you can now use your KB&M, make sure it is reacting to your keystrokes as you would expect and the mouse makes smooth tracking circles around the screen without skips or delays.

Look at what you have that is USB3.0 and consider what needs to be plugged in and where. For example, I plug in USB3.0 in the front of my computer and ONLY when I need it so I can pull it out if my wireless keyboard quits working properly. I removed the USB3.0 NAS from my router and use one that has an eSATA connector to my computer instead.

USB3.0 is a bad design so it's not your fault, but you do need to be aware of the impact it can have.

Please let me know if this helped you and Good Luck!

Alennx