Frequently Asked Questions

Problems/Troubleshooting
Question: After I installed the HP Wi-Fi Mobile Mouse software, my Internet Explorer takes a long time
to view a webpage (after first booting, or after waking the PC up from a sleep mode).
Answer: There was an interaction issue between Internet Explorer and SoftAP (both Microsoft
components). A workaround for this issue is in the latest version of the HP Wi-Fi Mobile Mouse
(released November 2011). Please uninstall the previous version of mouse software, and re-install the
latest version of software to fix this issue.
Question: I am having problems pairing my HP Wi-Fi Mobile Mouse with my PC. The pairing wizard sees
the mouse, but fails to pair.
Answer: Make sure that your PC’s Wi-Fi adapter drivers are up to date. Use Windows Update to see if
there are any “wireless adapter” driver updates (Windows Update typically lists these as “optional”
updates, so you have to manually select them to be installed). Please refer to the other “Wi-Fi Drivers”
section in this document for more information on updating wireless adapter drivers.
Question: I am having problems pairing my HP Wi-Fi Mobile Mouse with my PC. The pairing wizard sees
the mouse, but fails to pair.
Answer: Check to see if the PC is running “Symantec Endpoint Protection” (firewall) software. If so,
there is a known issue where that firewall blocks communication between the PC and the mouse.
This can be fixed by having the IT administrator add a firewall rule to the “Symantec Endpoint
Protection” software. This rule should then apply to all clients in the customer’s environment. The
firewall policy is configured through the Symantec Endpoint Protection Manager (SEPM) Console on the
server. After logging into the console, navigate to the Policies tab, select “Firewall”, and then edit the
appropriate policy to add a rule as per the instructions below:
Note: This rule should be created to allow ALL TRAFFIC from the applications specified below, and
should be placed at the top of the Firewall rule list.
In the Symantec Endpoint Protection server, configure these application paths:
C:\Program Files\Hewlett-Packard\HP Wi-Fi Mobile Mouse\hpMonitor23.exe
C:\Program Files\Hewlett-Packard\HP Wi-Fi Mobile Mouse\Hpwms23.exe