Jump to content

HP TouchSmart IQ500.uk Desktop PC support

Wireless Keyboard and Mouse Troubleshooting for TouchSmart PCs

  • PrintPrint
This document applies to HP TouchSmart IQ500 and IQ800 Series Desktop PCs.
Figure 1: Wireless keyboard, mouse, and USB receiver
Image of the wireless keyboard, mouse, and USB receiver.

Video on troubleshooting wireless mice and keyboards

Wireless keyboard or mouse does not work

If your wireless mouse or keyboard is not working properly, perform each step until the mouse and/or keyboard work:
  1. Check the On/Off switch on the mouse to make sure it is set to the On position.
    Figure 2: Wireless mouse On/Off switch
    Image of the bottom of the  wireless mouse showing the On/Off switch.
    NOTE:The keyboard does not have an On/Off switch.
  2. Restart the computer. Sometimes this fixes the problem, at least temporarily, so that other troubleshooting steps can be applied.
  3. Replace the batteries with a fresh set of alkaline batteries and make sure they are correctly installed. Replace the batteries, even if the mouse/keyboard software indicate the batteries are charged.
    Remove the battery cover to access the batteries. For keyboards, the battery access cover is usually 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: Mouse battery orientation
    Battery compartment
    Figure 4: Keyboard battery orientation
    Battery compartment
  4. Make sure the mouse and keyboard are close to the computer, within 30 cm (12 in), and away from interference from other electrical or wireless devices.
  5. Press the blue Connect button on the bottom of the mouse or keyboard and hold it down for 10 seconds.
  6. Synchronize the wireless devices as follows:
    1. Turn the computer around and find the wireless receiver on the back.
      Figure 5: USB wireless receiver
      Image of the USB wireless receiver.
      Figure 6: Location of the wireless receiver
      Image of the back of the computer showing the wireless receiver and the wireless activity light.
      1 - Wireless keyboard and mouse receiver
      2 - Activity light - visible only when a device is active
    2. Pull down on the USB receiver to unplug it from the USB slot. You do not need to completely remove it from the computer; just unplug it.
      Figure 7: Unplugging the wireless receiver
      Animated image of unplugging the wireless receiver.
    3. Wait 10 seconds and push the receiver back into place, making sure to push it in as far as it will go.
    4. Watch for the blue activity light through the metal grill on the back of the computer. After plugging in the wireless receiver, the activity light stays lit for a few seconds and then goes out.
      NOTE:If the blue activity light does not illuminate when the wireless receiver is inserted in the slot, skip to the next step.
    5. After the activity light on the receiver goes out, press the blue Connect button on the bottom of the keyboard or mouse for about 10 seconds. Hold it down until the blue activity light shines through the back of the computer again.
    6. When you see the blue activity light, release the Connect button on the mouse or keyboard.
      The activity light stays lit for a few seconds. When the blue activity light goes out again, the keyboard or mouse is synchronized with the computer.
  7. Use Microsoft System Restore to go back to time when it was known to work properly:
  8. If your mouse and keyboard have a USB receiver, remove the USB receiver from under the TouchSmart and insert into another USB port on the left side . After you do this, wait about 20 seconds to let Windows rediscover the device and set up the hardware.
  9. Download and install the latest keyboard and mouse driver from the HP Web site. For more information, see Obtaining Software and Drivers .
  10. If the keyboard or mouse still does not work correctly, one of the items in the wireless set (mouse, keyboard, and receiver) might be defective or might have a signal that does not match the other devices. This is more likely to happen if one of the three devices is replaced. Use the Contact HP Web page to obtain a replacement keyboard set.

The mouse does not track well (skips)

If the mouse pointer does not track well, stopping frequently as the mouse is moved, do 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.
  • Remove any other objects that are between the keyboard, mouse, and the receiver, especially speakers.
  • If you are using the mouse or keyboard around large metal surfaces, remove the metal surface or move the receiver, mouse, and keyboard to a new location, away from the metal surface.

Keys do not type, characters appear seconds later, or wrong characters appear when typing

Most likely the wireless signal is weak. Do the following steps:
  1. Make sure the mouse and keyboard are close to the computer, within 30 cm (12 in), and away from interference from other electrical or wireless devices.
  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 resync the mouse and keyboard .
  4. Remove any other objects that are between the keyboard, mouse, and the receiver, especially speakers.
  5. If you are using the mouse or keyboard around large metal surfaces, remove the metal surface or move the receiver, mouse, and keyboard to a new location, away from the metal surface.
If you press a key and the character you typed pops in 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.

Keyboard volume controls do not work

If the volume controls on the keyboard do not adjust the volume, reinstall the hardware driver. For instructions, see the Hardware Driver Reinstallation section in the HP support document, Performing a Software Application or Driver Recovery in Windows Vista .
Figure 8: Keyboard volume controls
Image of the keyboard volume controls.

Improving the performance of the wireless keyboard and mouse

To improve the performance of the wireless keyboard and mouse, use the following suggestions:
  • If the mouse or keyboard does not work after replacing the batteries, manually synchronize the devices. For synchronization instructions, see item 7 in the preceding section, Wireless keyboard or mouse does not work.
  • Make sure the keyboard and mouse are within 100 cm (39 in) of the computer and on the same level surface.
  • Remove any electrical or wireless objects that are between the keyboard or mouse and the receiver, especially speakers or cell phones.
  • Check the status of the keyboard or mouse battery by viewing the battery-level indicator on the computer. On the Windows desktop (not in HP TouchSmart), hover the mouse over the mouse or the keyboard battery-level indicator in the System tray.
    NOTE:To view all the icons, press the left arrow button in the System tray at the bottom of the screen.
    Figure 9: Keyboard battery-level indicator
    Image of the keyboard battery-level indicator.
    • Green - indicates a full battery.
    • Yellow - indicates the battery is half full.
    • Red - indicates it is time to change the battery.
    NOTE:Use the battery-level indicators as a guideline. If the device does not work, replace the batteries with fresh alkaline batteries.

Increasing battery life

Use the following tips to get more life out of the keyboard and mouse batteries.
  • When the mouse is not in use, turn it off using the Off switch on the bottom of the mouse. If the switch is left on when not in use, any mouse movement uses the batteries.
    Figure 10: Wireless mouse On/Off switch
    Image of the bottom of the  wireless mouse showing the On/Off switch.
    NOTE:The keyboard does not have an On/Off switch.
  • Use the mouse on a light colored surface. Using the mouse over a black surface can deplete the battery charge at a faster rate.
  • Do not use the mouse on a glass surface.
  • When replacing batteries, use alkaline batteries. Rechargeable batteries, or other types, might not last as long.
  • When the wireless devices are not in use, store them close to the computer.
    Figure 11: Typical device placement when the wireless devices are not in use
    Image of typical wireless device placement.
HP TouchSmart IQ500.uk Desktop PC

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP on YouTube