Problem with Z5000 Bluetooth Mouse

[MuMuXt]

Hi to everyone, How are you?

I've a problem with my new Hp Z5000 Bluetooth Mouse, I use it with an HP Spectre 13-v003nl with the original Bluetooth Module Intel. 

The problem is that the mouse sometimes disconnects from the PC's Bluetooth and reconnects about 10 seconds later automatically. This problem does not always happen after a precise period of time but varies, sometimes it works perfectly and stops after 2 hours, sometimes it stops after 10 minutes, sometimes after 5 minutes and sometimes it does not reconnect automatically but I have to switch it off turn it on again to make it recognize from the PC and return to have it working. Following some tips I uninstalled and reinstalled the latest driver available for the Bluetooth card (downloaded from the official Intel website) and I also disabled the automatic suspension of the Bluetooth card from the device manager. All this does not seem to have worked. Do you have any advice to give me or would it be better to proceed with the guarantee? The mouse does not even have 1 week of life.

Thanks

Davide

[The_Fossette]

Hi @MuMuXt,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the Bluetooth mouse keeps disconnecting randomly.

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

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the mouse was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you replace the mouse batteries and test whether that resolves the problem.

If the issue persists, I recommend you follow the steps in the below article.

http://hp.care/2wRckdz

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[MuMuXt]

---

@The_Fossette wrote:

Hi @MuMuXt,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the Bluetooth mouse keeps disconnecting randomly.

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

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the mouse was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you replace the mouse batteries and test whether that resolves the problem.

If the issue persists, I recommend you follow the steps in the below article.

http://hp.care/2wRckdz

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

---

Hello, thank you very much for your help.
The mouse has always had this problem (it's new, it's only 3 days old); the pc has not been replaced anything since I have the mouse (and not even before, it is completely original).

Now I change the single AA battery with a new high quality and I will keep you informed.

Thank you so much

[The_Fossette]

Hi @MuMuXt,

Thank you for keeping me posted.

Please test the mouse and let me know how it goes.

Please post your results, as I will be looking forward to hearing from you.

Good day!

[The_Fossette]

Hi @Anonymouses,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the Bluetooth mouse keeps disconnecting randomly.

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

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the mouse was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you replace the mouse batteries and test whether that resolves the problem.

If the issue persists, I recommend you follow the steps in the below article.

http://hp.care/2wRckdz

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[Anonymouses]

Hi @Fossette,

Please see my answers below:
1. It's happened all the time. It keep disconnecting. I have to turn the power off and on again and again and again and agian.
2. I haven't made any software or hardware change because it's brandnew. I've been using it just for a day.

Additional, I'd like to report that the item is not described as it's showed on store.hp.com when I bought. The bottom part of the mouse is different from what I saw on the product page. The order number is H320065676.

Would you mind open a complaint case for me please?

[The_Fossette]

Hi @Anonymouses,

Thank you for the information.

I recommend you contact HP phone support and they will assist you in this regard.

Here is how you can get in touch with the phone support.

Open link: www.hp.com/contacthp/

Enter Product number or select to autodetects

Scroll down to "Still need help? Complete the form to select your contact options"

Scroll down and click on HP contact options - click on Get phone number.

Take care.

Cheers!

[MuMuXt]

---

@The_Fossette wrote:

Hi @Anonymouses,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the Bluetooth mouse keeps disconnecting randomly.

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

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the mouse was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you replace the mouse batteries and test whether that resolves the problem.

If the issue persists, I recommend you follow the steps in the below article.

http://hp.care/2wRckdz

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

---

Hi, firstly Happy New Year!

I've tried changing the AA battery with a new Duracell but the problem is still there... Any ideas?

[The_Fossette]

Hi @MuMuXt,

I recommend you contact HP phone support and they will assist you in this regard.

Here is how you can get in touch with the phone support.

Open link: www.hp.com/contacthp/

Enter Product number or select to autodetects

Scroll down to "Still need help? Complete the form to select your contact options"

Scroll down and click on HP contact options - click on Get phone number.

Take care.

Cheers!

[MuMuXt]

---

@The_Fossette wrote:

Hi @MuMuXt,

I recommend you contact HP phone support and they will assist you in this regard.

Here is how you can get in touch with the phone support.

Open link: www.hp.com/contacthp/

Enter Product number or select to autodetects

Scroll down to "Still need help? Complete the form to select your contact options"

Scroll down and click on HP contact options - click on Get phone number.

Take care.

Cheers!

---

Okay, Thanks a lot 🙂