Windows won't recognise my Omen 600 mouse

[Eldamari]

Hi folks,

I've purchased an Omen 600 mouse in the past few days but when I connect it to my latop (HP Pavilion 17) Windows complains that it can't recognise the usb device.

I've tried all 3 usb ports and they all result in the same error. I've tried the mouse on 2 other Windows 10 laptops (Lenovo and Dell) and get the same error message there. The device appears in Device Manager as Unknown USB Device (Device Descriptor Request Failed)

I downloaded the Omen 600 firmware update but the application doesn't register that the mouse is connected either.

I've tried uninstalling the Universal Serial Bus controllers as suggested by the HP Virtual Agent.

Windows Updates are all up-to-date, I've updated to the latest available BIOS for the laptop and the HP Support Assistant says all my software drivers are up-to-date too.

Is there anything else I can try before trying to get a replacement mouse?

Many thanks,

Ben

[The_Fossette · Accepted solution]

@Eldamari

I reviewed your post and I understand the Omen mouse is not getting recognized on the computer.

Don’t worry, I assure you I will try my best to get this sorted.

I see that you have already followed all the relevant steps and I recommend you contact support to check the available service options.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Eldamari]

Hi The_Fossette,

Thanks for the support details. I called them this afternoon and a replacement mouse is being sent out.

Thanks again.

Cheers,

Ben

[The_Fossette]

@Eldamari

Perfect, I am really glad to hear that!

If any other questions arise, please feel free to write back to me.

Cheers!