HP Wireless Mouse Not Connecting to USB Reciever, Serial Number Not Recognized

[c0rm0rant]

Device: HP X3000 G3 Wireless Mouse

OS: Windows 11

Problem: Purchased this mouse about two months ago and it worked without any issue until last week, at which point it stopped sending any input to the computer. No movement, no clicks, nothing. The mouse still turns on, and the computer still recognizes the receiver as an HP wireless mouse, but the two don't seem to be talking to each other.

Troubleshooting: 

• Held down the blue "connect" button on the underside of the mouse for ~15 seconds, both with and without the receiver connected.
• Changed the battery.
• Moved the receiver to a different port on the computer.
• Tried using the mouse on a different Windows 11 PC that it had never been connected to before, and the problem persisted.
• Tried using a Logitech USB wireless mouse with the original computer, and that worked without issue.
• As far as I can tell, there are no specific drivers for this device to install, remove, or update. Device Manager only lists the Windows mouse drivers.

Complicating all of this is the fact that when I try to access support through the website, I get a message saying that the serial number I'm inputting is invalid, and there's no way to progress past that point. The serial number is clearly visible, and I've checked for typos and even swapped out similar-looking numbers, but no dice.

Anything else I can try? And is there any way to reach support in spite of the serial number issue?

[Garp_senchau]

@c0rm0rant, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you've already gone through a solid troubleshooting checklist, but there are a couple more things you could try.

Check Device Manager for Conflicting Devices:

Open Device Manager and look for any potential conflicts or issues with the USB ports or the mouse device itself.

If there’s a yellow triangle next to any devices, that might indicate a driver issue. Right-click and try to update or uninstall the device, then reboot your PC.

Reset the Mouse:

Since you've already pressed the connect button, another method might be to do a "full reset" of the mouse by removing the battery and leaving it out for about 10 minutes. After that, replace the battery and try reconnecting.

Unplug Other USB Devices:

Sometimes, other USB peripherals (especially wireless receivers) might interfere with the connection. Try unplugging everything except the mouse and the receiver to see if the issue persists.

Check for Windows Updates:

Sometimes a Windows update can inadvertently break compatibility with certain devices, so it's worth checking for updates or rolling back an update if the mouse was working before.

Also, you can refer to this guide for further troubleshooting: HP PCs - Troubleshooting wireless mouse issues | HP® Support

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,

[c0rm0rant]

Thank you for your help! Unfortunately, after going through the steps you've suggested, I haven't been able to fix the problem. I was also able test on a Windows 10 PC, with the same results.

Do you have any advice for where to go from here, especially since the online support system won't accept my serial number?

[Garp_senchau]

Hey @c0rm0rant, 

Thanks for reaching out! I suggest you reach out to the nearest HP Authorised service center for personalized assistance. They can provide one-on-one help to fix the problem.

Note: There might be a nominal charge for the service they provide.

HP® Service Center Locator - United States | HP® Support

Regards,