[Music]
hi I'm Kevin and I'm Randy howdy and we
work for the customer care web support
team and 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 in online gaming and I just
want to 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 is it the mouse and
keyboard what's going on here the
keyboard I don't know that's not really
so much my prom it's the mouse you see
when I move it here it's not doing it's
not moving okay so uh well it's probably
your batteries but um 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 uh check the underside some
mice just have a little onoff switch
Yeah so yours does so that says it's an
optical Mouse go ahead and uh even if
it's says it's on go ahead and toggle it
okay right maybe this one was off yeah
see the light come on there that tells
you that yeah so that's probably it go
ahead and uh give it a try
okay still nothing lights on 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're going to have to press
the power button on the front of the PC
okay so just shutting it down so
like yep just 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 5 seconds or until it
turns okay okay
okay well your PC's up now
so it's start 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
uhhuh so to change these you got to turn
it over and um there's a little lip in
here that you'll want to put your
fingernail in and just kind of pop it
open and then there's this little tab
you can pull to get the batteries out
pretty easily there 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 um I know I have put them in
backwards before and thought that it was
the mouse but it was really
me okay so there we go one's in and you
know when I'm changing batteries in my
mice I like to also do it in the
keyboard just so I know that they're you
know all fresh and all the same yep
that's a good idea so on the keyboard
here so while you're doing that I'm
going to go ahead and SA a few things
about batteries um you definitely want
to use batteries from um like store
bought batteries fresh alkaline
batteries from the same package if at
all possible that'll give you the most
life um you don't you kind of want to
shy away from the rechargeable ones just
because you won't get as much charge
time or use time uh 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
laying around that also will uh decrease
the battery life and your use so all
right looks like we're back on um it's
moving now I can see it on here but I
don't know if it doesn't yeah it doesn't
look like it's tracking too well yeah
it's not sticking with what I'm moving
to it's 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 uh even
speakers um but typically that's
intermittent it'll kind of knock it out
but it'll still work decently 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 um but you don't
really have a mouse pad or anything and
and your surface uh if it's glossy can
cause it to kind of not track well you
want a nice flat mat so let's get your
mouse pad see if that helps there try
that all right oh hey smooth as all
right now it feels very good it's moving
exactly as I expect yeah it's looking
better all right all
right so that's the mouse but uh 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 lag um typically that's caused
by software right so like if you're
software is under heavy load like
Windows has got a virus scan going in
the background um so you got a lot of
things going on while you're trying to
do something else um then the system's
just busy and it's not take it doesn't
have the time to present what you're
typing onto the screen because it's off
busy doing other things so the best
thing you can do there is to like
uninstall software that you don't use
anymore prevent software from loading
with Windows you know and close
everything down before you work on your
typing okay so what you're saying is
pretty much if you've got a lot of
things going on and you notice it's kind
of lagging maybe shut a few applications
down exactly or notice if it's happening
just in one application versus maybe
another one now 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 you know you're talking
about synchronizing all it'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 have 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 uh 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 I if you
can explain what all that is you bet so
when you talk about synchronization with
the keyboard mouse and the receiver
basically you have three devices that
need to talk together right so during a
startup of the PC the receiver actually
tells by that it's there and 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 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 there Randy why
don't you 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 uh what it's
what it actually is so there's actually
um 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 y 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 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 USB and the BIOS
work together okay once you get into
Windows then you have other things you
have the driver you have uh 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
registry so the registry registry is
basically just a database and the
database has 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 okay I think I get that
okay 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 uh cell phone okay so
it's saying this one here is saying hey
I'm looking for things who wants to come
hang out with me in 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 and
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
making them all work together got it so
okay 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 we could use the
front of it and that way we can see
visually when the synchronizing starts
all right so that blue let's try that I
mean I'd like to see it kind of how this
all works so 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 hey and
you'll see some information in what we
call assist tray or just the little area
down by your your clock and your uh your
uh 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
five seconds five to 10 seconds right in
there depending on how fast you count
all right so it's gonna one two three
four five and there it is it's cring
there it goes it's blinking exactly my
clock now um what the receiver is doing
is it's sending out a s 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're going to turn the
keyboard over and you're going to push
and hold that connect button until that
blue button or the blue light stops
flashing on the connect all right now to
do this you have to be about 60 seconds
total time is what that receiver is
looking for okay so oh so we got to do
it like starting now yeah start it now
how long do I hold this about 5 to 10
seconds same thing yep three
four
five exactly and look stop flashing it
stopped so now your keyboard is
synchronized with that receiver okay you
follow that exact same process for the
mouse okay so come in here 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 all right so
one two 3 four
five and there you go splash it all
right so now we do the same thing over
on this side yep all right there's that
connect button you push and hold that
one two three four
five all right and it stop flashing so
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 know
see you're so
smart it works great all right so let's
summarize you know we 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 that's the syncing
part you're talking about everything
kind of working together and with
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 the thing I had to push in
the lights the touch smart there doesn't
have a connect button on the receiver
because it's it's harder to get to and
so ry's turning it around for us just so
we can see how you get to the receiver
possibly to reset it to receed 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 there we go 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
yep 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
um okay like right just to make sure
that it's synchronizing especially when
you're troubleshooting something you
want to eliminate any um you know
variables it doesn't work in one port
try it in another and see if there was
something to make it think again y okay
okay I get that so just get it back in
there I hope I can hey actually that
wasn't so hard not very difficult at all
that's great do you have any other
questions no I think that's it I get it
you know now they're all talking
together and that's uh you know what
makes them run but there a lot that goes
on I can see why they have problems they
can well thanks a lot for having thanks
hey see you around
yeah so Brandy Billy's a smooth guy is
he he is I like that Billy he sure helps
a lot yeah mhm well did he teach you
everything you needed to know are you
fixed 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 didn't work I mean
I hate to say that it wouldn't work at
this point but what if it didn't you
know what the hardware is bad how do I
know that well if it's the hardware
right you can take the the well the
receiver the keyboard and 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 um if it doesn't work on your
friend's PC then you're looking at the
maybe the hardware is bad for some
reason maybe got damaged or something
right uh but you know if 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 Mis enumerated in the registry if
things got kind of messed up and that um
database is wrong then or a driver
problem the only way to really get back
from that is a system restore or an HP
system recovery okay so system restore I
mean I kind of 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
uh all programs you come up here to
accessories and then you go down to a f
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 that'll take your whole
system back to a time when it was
working properly right A lot of times it
doesn't work so if it 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 HP if it
doesn't work or whatever comes back then
you kind of have to take an even more
drastic step and start it all over with
the recovery make sure you save your
files you don't want to blow away all
your hard work yeah system recovery is
you know it's it's a pretty big thing
it's going to wipe out everything on
your hard drive and put 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
um the way I get to it is I click the
start 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 tool
uh 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 donut y