bluetooth z5000 not connecting

[Andy-C]

Z5000 bluetooth mouse appears when I select 'add a new device' in bluetooth settings followed by saying 'connecting.....' but after 30 seconds says 'can not connect, please try again.  All drivers up to date for windows & intel and mouse connects fine to another pc

[The_Fossette]

@Andy-C,

Welcome to the HP Support Community!

As you have mentioned that the mouse works fine on a different computer it confirms that the mouse is working fine.

What is the model for your computer on which are the mouse is not working?

Meanwhile, I recommend you uninstall the Bluetooth driver from device manager and then install the driver and check if it helps.

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

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

Cheers!

[Andy-C]

Hi

Thanks for replying.

My PC is an Asus Mini vivo 68U running windows 10 pro.

I have tried uninstalling the Intel  Bluetooth driver and not only reinstalling the current version but also rolling back one version. Each time I have also checked system files to see that it has completely uninstalled. Each time the computer has no problem with connecting to other Bluetooth devices either (my phone and a pair of headphones) as well as the HP mouse working on another laptop

I have also tried rolling back the driver for the mouse.  The only thing I have not tried is uninstalling the HID compliant mouse driver completely as I fear for it not reinstalling automatically on reboot and not being able to continue to do anything without any keyboard and mouse. If you wonder what I am using to  navigate and type now, I have reconnected an old mouse and keyboard set that works from a dongle.

[The_Fossette]

@Andy-C,

I recommend you try to do a system restore back to the date when the mouse was working fine or contact Asus as the mouse works fine with another computer.

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

Cheers!

[Photoray002]

@Andy-C 

Were all the other computers using the same updated version of Windows? 

If your Asus was using the most recent...

Microsoft is pumping out an update that will break some Bluetooth devices connection if it does not like the key.

You can check if yours has this happening in the Event Manager. If by chance it is, HP will have to roll out an update for the Bluetooth device. Its just a thought, it might not be related to your issue, but then again it might.

https://www.techspot.com/news/80497-microsoft-warns-windows-10-update-break-bluetooth-devices.html