HP Z5000 Bluetooth mouse not working

[revi2]

I have some trouble for the last months with my HP z5000 bluetooth mouse (Product Number: W2Q00AA). It connects to the laptop (HP Spectre x360 13t with W11)  but it fails to work. No pointer, occasionally right-click is working.

The issue started while the laptop was still at W10, not sure if any Windows update initiated the problem.  I have changed batteries multiple times, uninstalled and re-installed multiple times, disabled and re-enable the device, the issue persists. Tried also updating drivers for the intel bluetooth receiver, it seems that all drivers I have are up-to-date.

Finding help with Support in the website was quite an issue, as the serial number or the product number was not recognized leading me to a dead-end with the virtual agent. When trying to find drivers to install manually, no OS was seen and didn't give me any options to go on my own.

Any help or ideas that I could try?

[Dilip_18]

@revi2

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing issues with the HP Z5000 Bluetooth mouse not working. It could be a hardware issue. 

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. HP provides repair or service options for out of warranty product as well. Hence I encourage you to contact HP support for all warranty service options.

Please reach out to the HP Technical Support team in your region regarding the replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

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