[Music]
hi I'm Kevin and I'm Randy howdy and we
work for the customer care web support
team we get a lot of questions from
customers asking us you know how to fix
problems with their with their PCs and
so today we're here to talk about
wireless keyboards and mice and you know
how to fix problems with them as well as
how they work yeah I know I've had times
when I'm an online gaming and I just
wanna check that mouse right out the
window so this is a good topic that's
good so let's just start with the you
know the very basic like my mouse it
doesn't work it doesn't work okay so how
does it not work is it the mouse and
keyboard what's going on the keyboard I
don't know that's not really so much my
problem it's the mouse you see when I
move it here it's not moving okay so
well it's probably your batteries but it
could be other things as well and
there's some things you'd want to try
before you replace them so let's let's
get to it all right so what's what's the
first thing I do well since your mouse
isn't working right or it isn't moving I
would go ahead and check the underside
some mice just have a little on/off
switch yeah so yours does so that says
it's an optical mouse go ahead and even
if it's says it's on go ahead and toggle
it okay right this one was off yeah I
see the light come on there that is yeah
no that's probably I go ahead and give
it a try okay
still nothing no one's home okay so what
do you think you do next I don't know
you tell me okay well what I would do is
I would just go ahead and restart the PC
maybe things are just locked up because
well how do I do that
I mean I can't press Start right your
mouse isn't working so you can have to
press the power button on the front of
the PC okay so just shutting it down
so like this press it once and then if
it doesn't shut down like it's not doing
now go ahead and press and hold the
power button for five seconds or until
it turns okay okay
well your PC's up now so it's started
working still not working all right well
let's go ahead and check the batteries
go ahead and replace them okay so we can
just just replacing them huh
so to change these you got to turn it
over and then there's a little lip in
here that you want to put your
fingernail in and just kind of pop it
open then there's this little tab you
can pull to get the batteries out pretty
easily should be a diagram yeah you'll
notice in here that there's a little
diagram that shows the batteries the
plus or minus side and you want to make
sure you get those in there correct I
know I have put them in backwards before
and thought that it was the mouse but it
was really me and you know when I'm
changing batteries in my mind I like to
also do it in the keyboard just so I
know that they're you know all fresh and
all the same yeah that's a good idea so
on the keyboard here while you're doing
that I'm gonna go ahead and say a few
things about batteries you definitely
want to use batteries from like
store-bought batteries at fresh alkaline
batteries from the same package if at
all possible that will give you the most
life
you know you kind of want to shy away
from the rechargeable ones just because
you won't get as much charge time or use
time from those also you don't want to
mix and match your batteries you do not
want to take one that's already been
used for a couple of weeks and put a new
one in there to try to because you've
only got one battery lying around that
also will decrease the battery life and
your use
so all right looks like we're back on oh
it's moving now I can see it on here but
I don't know it doesn't really it
doesn't look like it's tracking too well
yeah it's not sticking with what I'm
moving to it so things that can cause
that when it doesn't track really well
things in the environment can cause it
like fluorescent lights cell phones even
speakers but typically that's
intermittent it'll kind of knock it out
but it'll still work decently what it
looks like something else is going on
here it might be dirty underneath okay
like a little hair or something around
the light sensor area but you don't
really have a mouse pad or anything in
it and your surface if it's glossy can
cause it to kind of not track well okay
you want a nice flat mess oh let's
get your mouth liaising so I can see if
that helps try that oh hey smoothest yes
looking better all right so that's the
mouse but what if it's the keyboard you
know I've seen times you're typing it
skips letters or there's a lag between
what you're doing
keyboard leg typically that's caused by
software right so like if your software
is under heavy load like Windows has got
a virus scan going in the background so
you got a lot of things going on while
you're trying to do something else then
the system's just busy and it's not take
it doesn't have the time to present what
you're typing under the screen because
it's off busy doing other things so the
best thing you can do there is to like
uninstall software they don't use
anymore prevent software from loading
with Windows you know and close
everything down before you work on your
typing day so it's pretty much if you've
got a lot of things going on and you
notice it's kind of lagging maybe shed a
few applications exactly or notice if
it's happening just in one application
versus maybe another one no it can also
be caused by the length the distance to
the receiver okay right
also if like your keyboard isn't isn't
working but your mouse is but it's still
kind of skipping another thing that can
that you probably want to do is
resynchronize your devices or
synchronize the mouse and keyboard to
the receiver so talking about
synchronizing you know that's getting
kind of technical you know maybe we need
somebody to come in and try and help
explain some of this technical stuff
somebody like Bill Bill's great at this
kind of thing so bill come in hey I'm
bill so what are you guys doing here I
heard you talking about synchronization
right so trying to understand you know
Randy was talking about you know to fix
wireless keyboard and mouse problems
sometimes you have to synchronize them
up again or something and there's
something about a receiver so if you can
exactly in what all that is you bet so
when you talk about synchronization with
the keyboard mouse and the receiver
basically have three devices that need
to talk together right so during a
startup of the PC the receiver actually
tells BIOS that it's there
the keyboard is then active so you can
press a key and go into BIOS that's all
that you're required to get in there
okay so just a second here you're saying
something about a okay so there's a
receiver and there's a bios thing so
what what is this receiver thing is that
right II want you to pull the receiver
off the back there and we'll show you
okay so this is what the receiver looks
like and it looks like a USB thumb drive
and it's very similar to that has a
connect button there's some that don't
but this one does have a connect button
what this does is this actually tells
the computer or the BIOS basic
input/output information or system that
what it's what it actually is
so there's actually circuitry on the
dongle here or the receiver that tells
it what it is okay so the BIOS then is
on the PC and it's telling it what's
coming into the PC and what's going on
you said basic input/output yep right
all that does is that helps start the
computer and tell the computer what's on
there okay and that can work even if it
doesn't work in Windows so I'm in
Windows and you can still use the
keyboard you can still use the keyboard
outside of Windows okay and that's what
the with the USB and the BIOS work
together okay once you get into Windows
then you have other things you have the
driver you have the registry you have
software or applications that have to
work together with the keyboard and
mouse okay one more thing you said that
I didn't understand there so registering
it's a registry registry is basically
just a database and the database has
information about the receiver about the
mouse and about the keyboard to tell it
what they can actually do and how they
actually interact with the operating
system okay so it's it's telling the
computer hey this is what I know about
these things here and this is how they
can be used in Windows exactly so a
synchronization there's a couple of
different kinds of receivers that we
have like I said before this one
actually has the connect button on it
and when you push that button it's kind
of hard to push so you use your
fingernail it turns blue and when it
turns blue that means that it's looking
for a signal when it's looking for a
signal then you can use the keyboard or
mouse
the connect button on the back of them
so on the keyboard okay you'll notice
there is a connect button up in there
okay and once the receiver is flashing
then you push the connect button and the
connect button sends a signal similar
like when you're trying to synchronize
your Bluetooth headset with your cell
phone okay
so it's saying this one here saying hey
I'm looking for things who wants to come
hang out with me and this one now you're
pushing this in I do yep okay exactly
and then once that keyboard is
recognized by the receiver you can do
the same exact process for the mouse
then on the back of the mouse you have
the connect button as well
okay so again same thing as this thing's
back here telling the computer that it
has these items these guys come in and
say hey I know you now the computer
that's how it works okay so that's what
syncing is so that's making them all
work together got it so okay a couple of
tips for syncing if it's not
synchronized and you need to synchronize
it you might want to if you have a USB
port on the front of your PC which this
one does yeah we could use the front of
it and that way we can see visually when
the synchronizing starts alright so that
blue let's try that I mean I'd like to
see it kind of how this all works oh and
when you plug in you have to wait for a
second or two to make sure that the USB
device is actually recognized by the
system oh and you'll see some
information in what we call this this
tray or the just the little area down by
your your clock and your your calendar
okay so now this one just says your
device is ready to use so we know that
it recognizes it now okay now what you
want to do is you want to press and hold
the connect button for about 5 seconds 5
to 10 seconds right in there okay I
think on how fast you count 1 2
and they're aging there it goes it's
blinking exactly that class up now what
the receivers doing is it's sending out
a sick or it's waiting for a signal to
be received and that receiving signal
comes from either your keyboard or your
mouse so what we would do now is we got
to turn the keyboard over and you're
gonna push and hold that connect button
until that blue button or the blue light
stops flashing on the Kinect all right
now to do this you have to be about 60
seconds total time is what that receiver
is looking for okay 50 up so we gotta do
it like starting you get ya start and
how long do I hold this about five to
ten sets this thing yep exactly start
lashing it stopped so now your keyboard
is synchronized with that receiver okay
you follow that exact same process for
the mouse okay now remember the exact
same process means we have to push the
connect button first oh that's right
because the receiver is no longer
looking for a signal we sent it the
signal and now it sees it okay so it
needs a second time right
there you go washing alright so now we
do the same thing over on the set yep
alright there's that connect button you
push and hold that one two three all
right and it stopped flashing hey now
there we go whenever you move the mouse
or push a key you'll see the light turn
on as well and that means that it's
receiving a signal hey what do you now
see you're so smart it works great
alright so let's summarize that you know
we've kind of talked about a lot of
things here so the mouse and the
keyboard they have to talk to this thing
which is then talking to the computer
and the computer is telling it how to
show up in Windows and move around on
here that's correct okay okay I think I
get that's the syncing part you're
talking about everything kind of working
together
it was synchronization there's just one
other thing you might want to keep in
mind and that's the dongle that the
receiver may not have a connect button
on it oh so it may not that they'll
thing I had to push in the rights the
touch smart there doesn't have a connect
button on the receiver because it's
harder to get to and so Randy's turning
it around for us just so we can see how
you get to the receiver possibly to
reset it to reseed it into that spot or
to move it to a different USB spot okay
so it's up inside here yes and you use
your fingernail and you pull it out and
it looks real similar yep yeah so it
does there's a little place where I
hooked my fingernail into and it came
right out and you'll notice there's no
connect button but what you can do is
you can plug that into one of the side
USB ports okay just see right just to
make sure that it's synchronizing
especially when you're troubleshooting
something you want to eliminate any you
know variable it doesn't it doesn't work
in one port try it in another and see if
there was okay I get that
hey actually that wasn't so hard that's
great
do you have any other questions no I
think that's it I get it you know and
now they're all talking together and
that's how you know what makes them run
but it's a lot that goes on I can see
why they have problems they can't thanks
a lot for having a exhales yeah so
brandy Billy's a smooth guy he is I like
that Billy sure helps a lot well did he
teach you everything you need to know
well I think I understand better you
know how this all works and where
problems can be and we did get it going
but you know I'm wondering uh what if we
did that and it still don't work I mean
I hate to say that it wouldn't work at
this point but what if it didn't yeah
was the hose bad how do I know that know
if it's the hardware right you can take
the receiver the keyboard in the mouse
take it to another PC like if you have
another notebook or something or a
friend take it over there plug it in see
if it works if it works great you know
then you know at least the hardware is
good if it doesn't work on your friends
PC then you're looking at that maybe the
hardware is bad for some reason maybe
damaged or something but you know if it
does work bring it back to your PC try
it again if it doesn't still work on
your original PC then you're probably
looking at a Microsoft System Restore to
go back because remember that Bill
talked to you about the registry right
right if if it's miss enumerated in the
registry if things got kind of messed up
in that database is wrong then a driver
probably the only way to really get back
from that is brought a system restore or
an HP system recovery
okay so system restore I mean I kind
understand these things but just real
quick where would you find system
restore if you if you wanted to try
rolling just windows back before you
went the whole route of recovery all
right
okay so system restore you don't have to
save your files or anything like that
and it's available through the Windows
Start menu you just click start all
programs you come up here to accessories
and then you go down to a folder here
called system tools and it's inside
there all you do is you click system
restore it comes up you say next select
a date when you knew it was working
properly and then click Next and follow
the prompts okay that'll take your whole
system back to a time when it was
working properly a lot of times it
doesn't work so
if you can't do it and it comes up and
says a message comes up and says you
can't perform a system restore then
you're pretty much left with the system
recovery right so it doesn't work
whatever comes back then you kind of
have to take an even more drastic step
and start it all over with recovery make
sure you save your files you don't want
to blow away all your hard work system
recovery is you know it's it's a pretty
big thing it's gonna wipe out everything
on your hard drive and put it right back
to the way it was when you first bought
it and turned it on so save any personal
files or anything before you do this
step but this is one of those surefire
ways to if it's something software
related this will take care of it right
and HP's placed the recovery program in
a couple of different spots the way I
get to it is I click the star button I
go up to all programs and for this
particular PC it's under it's right
there on the main menu it says Recovery
Manager a lot of times you'll also find
it in this little folder here called PC
helping tools but you just select
Recovery Manager and then you just click
system recovery and follow the prompts
okay all right so we've now proved the
hardware works or doesn't we've done all
we can with the software so it either
works or it doesn't
at this point I don't know that there's
much more you can do hey that's all I've
got I hope this helped you see you
around like a doughnut yeah
you