Bluetooth Mouse issues

[Hole23]

Hello.
I have a problem with my "HP Pavilion Gaming - 15-ec0016nl". I'm trying to use a Bluetooth Mouse but it doesn't work properly. It disconnects from the PC and reconnects after 0.5/1 second continuosly. I tried with some mouse (Logitech Triathlon - M720, Logitech MX Anywhere 2)

[Echo_Lake]

@Hole23

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes to the settings of your PC prior to the issue?
• When was the last time it worked fine?

While you respond to that, let's try these steps:

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. If the issue persists, follow the next steps.

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open the HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

And also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Hole23]

Hi Echo_Lake. 

I bought this PC in November and I didn't use an external mouse until last month, so it never worked fine.

I just checked for Windows and HP / Drivers update but they are all up-to-date.

I will try to explain the problem better: the mouse works for a few minutes (4/5 minutes) then it disconnects and after 1/2 seconds reconnects (I'm sure of this because of the mouses'led blinking). Then it re-start the cycle.

Thanks

[Echo_Lake]

@Hole23

Thank you for posting back. 

• Have you tried with the different wireless mouse?
• Have you checked this mouse on a different computer? 

Let's try this:
Press Windows Key + X to open Power User Menu. Select Device Manager from the list. Once the Device Manager starts, locate your Bluetooth driver, right-click it and choose Uninstall. If available check Delete the driver software for this device and click OK.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Hole23]

Hi, it didn't work. I tried it with a different computer and it works fine.

[Echo_Lake]

@Hole23

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.