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Wireless Keyboard and Mouse Troubleshooting

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This document pertains to HP and Compaq Desktop PCs with wireless keyboards and mice.
Use the steps in this document to solve a wide variety of wireless keyboard and mouse issues.
NOTE:This document provides solutions for some of the most common problems encountered with wireless keyboards and mice. If you do not see the symptom in the following list or your keyboard and mouse are not wireless, use one of the following support documents:
Figure 1: Examples of wireless mouse and keyboard products
Wireless mouse and keyboard products.
NOTE:The wireless optical mouse can flash when it is not in use. This is the normal activity of the mouse.

View a video on wireless mouse and keyboard troubleshooting

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The mouse or keyboard does not work at all

If your wireless mouse or keyboard is not working, perform each step in order, checking the mouse and keyboard after each step, until the mouse and/or keyboard work:
  1. If the underside of the mouse has an On/Off switch, set the switch to the On position.
  2. Restart the computer. This can resolve the problem, at least temporarily, so that other troubleshooting steps can be applied.
  3. Move the mouse or keyboard closer to the receiver
    The receiver is the hardware that receives the wireless signals from the keyboard and mouse and communicates the data to the computer. Most receivers connect to a USB port, either directly or by a cable, but a few types of receivers connect to the PS/2 ports.
    . Make sure that the keyboard and the mouse are within 30 centimeters (1 foot) of the receiver. If the receiver is attached to a cord, position the receiver so that it is on the same level surface, close to the mouse and keyboard.
    Figure 2: Typical wireless device placement
    Typical wireless device placement.
  4. Replace the batteries with a fresh set of alkaline batteries and make sure they are correctly installed. If the mouse or keyboard is not working, replace the batteries even if the mouse/keyboard software indicate the batteries still have a charge.
    Remove the battery cover to access the batteries. For keyboards, the battery access cover is found on the underside of the keyboard. When replacing the batteries look for the positive symbol (a plus sign +) imprinted near the battery compartment or battery cover. Make sure the positive end of the battery is oriented to the positive side of the compartment.
    Figure 3: Examples of battery placement - your mouse might be different
    Inserting the batteries in the mouse
  5. If you have a USB receiver, unplug the USB receiver, wait 10 seconds, and then insert it into another USB port - preferably into a USB port that is closer to the mouse and keyboard. For example, if the USB receiver was plugged into a USB port on the back of the computer, unplug it and plug it into a front USB port.
  6. Re-sync the wireless keyboard and mouse connections.
      Show all | Hide all
      Re-sync the keyboard and mouse connections for receivers with a connect button .
      Resynchronizing the keyboard and/or mouse causes the devices to reconnect to the receiver using new identification numbers.
      NOTE:The following connection sequence must be completed within 60 seconds. If the sequence is not done in 60 seconds, start over.
      1. With the receiver plugged in, press and hold the Connect button on the receiver until the activity LED flashes.
        Figure 4: Example of a wireless receiver with a connect button
        Image of a wireless receiver.
        1 - Connect button and LED activity light
        Figure 5: Example of another type of wireless receiver with a connect button
        Another wireless receiver with a connect button
        1 - Connect button
        2 - Num Lock LED
        3 - Alpha Lock LED
        4 - Scroll Lock LED
        5 - Activity LED
      2. Press and hold the recessed connect button on the underside of the keyboard until the activity light on the receiver stops flashing. When you release the button, make sure it does not stick in the depressed position.
        NOTE:If problems persist after resetting AND there is another wireless keyboard or mouse near, use these steps again, holding down the keyboard or mouse button for ten seconds. Doing so may give the keyboard or mouse a new ID number in case the other keyboard or mouse was using the same number.
      3. Press the Connect button on the receiver again until the activity light flashes.
      4. Press and hold the recessed button on the underside of the mouse until the activity light on the receiver stops flashing. Make sure the connect button does not stick in the depressed position.
      Re-sync the keyboard and mouse connections for receivers without a connect button .
      Resynchronizing the keyboard and/or mouse causes the devices to reconnect to the receiver using new identification numbers.
      NOTE:The following connection sequence must be completed within 60 seconds. If the sequence is not done in 60 seconds, start over.
      Figure 6: Wireless receiver without a connect button
      USB wireless receiver without a connect button
      1. Unplug the USB receiver from the USB slot. You do not need to completely remove it from the computer; just unplug it.
      2. Wait 10 seconds and push the receiver back into place, making sure to push it in as far as it will go. The activity light on the receiver should come on and then go off within 5 seconds.
      3. After the receiver’s activity light goes off, press and hold the keyboard's connect button on the underside of the keyboard until the activity light on the receiver comes on again. When you release the button, make sure it does not stick in the depressed position.
        NOTE:If problems persist after resetting AND there is another wireless keyboard or mouse near, use these steps again, holding down the keyboard or mouse button for ten seconds. Doing this might give the keyboard or mouse a new ID number in case the other keyboard or mouse was using the same number.
      4. After the receiver’s activity light goes off, press and hold the mouse's connect button on the underside of the mouse until the activity light on the receiver comes on. When you release the button, make sure it does not stick in the depressed position.
  7. If keyboard error messages display, remove old keyboard software before the keyboard can be used. To do this, click Start , Control Panel , Add/Remove Programs , and remove any item in the list that relates to a keyboard. You can install any new keyboard software after the computer is restarted and the new keyboard is recognized by Windows.
  8. Check the status of the keyboard and mouse in Device Manager.
    Open Device Manager:
    In Windows 8 , move the cursor to the lower left corner of the Start screen and right-click. Select Device Manager in from the menu.
    In Windows 7 and Vista , click Start , and enter Device Manager in the Search field. Click Device Manager from the search results.
    In Windows XP , click Start , and right-click My Computer , and then select Properties . Click the Hardware tab and then the Device Manager button.
    After opening Device Manager:
    Click the plus sign (+) next to Keyboards or Mice and other pointing devices . Right-click the name of the keyboard or mouse, and then click Properties .
    NOTE:If the keyboard or mouse is not displaying in Device Manager, the computer is not recognizing the device. Try turning the device off and on, and resync the device.
    Check the status of the keyboard or mouse on the General tab.
  9. If problems persist, use Microsoft System Restore to go back to time when it was known to work properly:
  10. If the keyboard and mouse came with your HP or Compaq computer, restore the original drivers. Use one of the following HP Support documents for more information:
  11. showhide
    If you have an HP keyboard and mouse, download and install the keyboard and mouse driver from the HP Web site. Look for a model number on the keyboard or mouse. Go to the HP Software Download Page to download the driver.
    If you have a keyboard and mouse that was not provided by HP or Compaq, check the manufacturer's web site for drivers.
  12. If problems continue, move the keyboard, mouse, and receiver to another computer. If the keyboard and mouse do not work on that computer, they should be replaced.
  13. If, after performing the previous steps in this section, the computer still cannot consistently detect the keyboard and mouse, download and update the BIOS for the computer.
After performing these steps, the wireless keyboard and mouse should now function correctly. If not, one of the items in the hardware set (mouse, keyboard, and receiver) may be defective or is not transmitting a signal that matches the other devices. This is more likely to happen if the devices are new or you have just replaced one of the three devices. Some types work together as a set, it may be necessary to replace the entire set of devices.
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The mouse does not track well (skips)

If the mouse pointer does not track well, stopping frequently as the mouse is moved, try the following:
  • Change the surface under the mouse. Place the mouse on a light-colored mouse pad or white sheet of paper, and then check its operation. Use the wireless mouse on an opaque surface. The wireless mouse may not work properly on glass, grooved, translucent, reflective, or see-through surfaces.
  • Replace the batteries. Remove the battery access cover and replace the batteries.
  • Clean the small plastic lens on the underside of the mouse with a damp cloth or cotton swab.
  • Move the keyboard closer to the receiver. Make sure that the keyboard and the mouse are within 30 centimeters (1 foot) of the receiver.
  • Remove any other objects that are between the keyboard, mouse, and the receiver, especially speakers.
  • Remove any large metal surfaces if you are using the mouse or keyboard around large metal surfaces, or move the receiver, mouse, and keyboard to a new location, away from the metal surface.
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Keys do not type, characters appear seconds later, or wrong characters appear when typing

The wireless signal is probably weak. Perform the following steps to improve the signal.
NOTE:If the computer is displaying characters for the wrong language, follow the instructions in one of the following HP support documents to change the keyboard language:
  1. Move the keyboard closer to the receiver. Make sure that the keyboard and the mouse are within 30 centimeters (1 foot) of the receiver.
  2. Replace the batteries . Remove the battery access cover on the underside of the keyboard and replace the batteries.
  3. Remove wireless devices that were recently added near the area to see if another device interfering with communications. If so, set the device to another frequency if it is capable or re-sync the mouse and keyboard to the receiver.
  4. Remove any other objects that are between the keyboard, mouse, and the receiver, especially speakers.
  5. Remove any large metal surfaces if you are using the mouse or keyboard around large metal surfaces, or move the receiver, mouse, and keyboard to a new location, away from the metal surface.
If the you press a key and the character you typed pops a second later - this is a lag or buffering problem in the communication/software. The wireless keyboard communication can become interrupted by other communications in the area. It may also be slow to respond if the computer is busy performing other low level tasks - such as scanning for viruses.
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A key is stuck

If a key is stuck in the down position, follow the instructions below.
NOTE:These instructions are not for integrated laptop keyboards.
If a key is physically stuck in the down position, you might not have to replace the keyboard. If the keyboard is under warranty, call HP to determine if it can be replaced. If it is not under warranty, the keyboard might be saved by removing and cleaning the key. Some keyboards' keys can be removed by inserting a butter knife (or a similar tool) under the key and prying up. After the key has been removed, use a swab with alcohol, clean the underside of the key, and clean the key's slot in the keyboard. Replace the key by snapping it back into place.
Other tips to think about when encountering a stuck key:
  • Turn off the keyboard and before working on it.
  • Contact HP if the keyboard is still under warranty and the key is stuck, to determine if the keyboard can be replaced before removing a key. If the key is stuck due to liquid or other substance getting into the keyboard, cleaning might be the only option to try to save the keyboard.
  • Insert the small metal support rod found in the longer keys such as the Space and Return keys. This rod must be inserted into the key and keyboard before replacing the key into the keyboard.
  • Consider replacing the keyboard if it is a thin, wireless keyboard, such as those used by TouchSmart IQ series computers, as the individual key can be very difficult to replace.
Figure 7: Removing and cleaning a stuck key
Removing a stuck key
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Increasing battery life

Use the following tips to get more life out of your keyboard and mouse batteries:
  • Move the keyboard and mouse closer to the receiver when it is not in use.
  • Use alkaline batteries when replacing the batteries,. Rechargeable batteries, or other types, might not last as long.
  • Do not use the mouse on a glass surface.
  • Do not use the mouse over a dark surface. Instead, use the mouse over a lighter colored opaque surface.
  • Make sure to set the switch to Off , if the mouse has an on/off switch, when the computer is not used for extended periods of time (30 minutes or longer).
    Figure 8: On/Off switch on the underside of some mice (not all wireless mice have this feature)
    On/off switch on wireless mouse
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