Resolve problems with mouse button or scrolling settings

Article translations Article translations
Article ID: 303091 - View products that this article applies to.
This article was previously published under Q303091
Expand all | Collapse all

On This Page

SYMPTOMS

After you try to change the button or scrolling settings for any one of the Microsoft mouse devices that are listed in the "Applies to" section, you experience one of the following issues:
  • All the button assignments are reset to their default settings.
  • You cannot change the button assignments for your pointing device.
  • Button assignment commands in the IntelliPoint software are unavailable ("dimmed").
  • Scrolling is too slow or too fast in specific applications.
  • You receive the following error message:
    Some mouse settings might not work until you connect a Microsoft mouse to a USB port on your computer or set up a Microsoft mouse that uses Bluetooth technology

CAUSE

This can be because of any of the following reasons:
  • Incorrect mouse is selected in IntelliPoint software.
  • Conflict with other (non-Microsoft) mouse or pointer software,
  • Problem with the IntelliPoint software or drivers.
  • Application does not correctly recognize scrolling messages from the mouse.

RESOLUTION

To resolve this issue, first visit the following Web site to download and install the latest IntelliPoint software:
http://www.microsoft.com/hardware/download/download.aspx?category=MK
If that does not resolve the problem, try the following methods.

Method 1: Select the correct Microsoft mouse and connect to a USB port

The IntelliPoint software tabs that are displayed depend on the mouse that is connected. For example, the Wireless tab is displayed only if you are using a wireless mouse.
  1. If an IntelliPoint software tab that is appropriate for your mouse is not displayed, make sure that you have the correct mouse selected on the Buttons tab.
  2. After you change the mouse selection, close the IntelliPoint control panel, and then open it again.
  3. Try to connect the USB wired mouse or the receiver to a different USB port, and then check the behavior. By trying the receiver on different ports, you can eliminate any issues with the port.
    Note Bypass any port replicators, USB hubs, KVM switches, and so on, and connect the receiver directly to the ports.
  4. Make sure that the name of the connected device is the same as the mouse that you are using.

Method 2: Uninstall any conflicting mouse software

If you have any other mouse software that is installed, such as Logitech or touchpad software, that software may conflict with your mouse. To uninstall software that may conflict, follow these steps:
  1. If you have a Windows Vista or Windows 7 computer, open the Programs and Features item in Control Panel. To do this, click Start
    Collapse this imageExpand this image
    the Start button
    , type appwiz.cpl in the Start Search box, and then press ENTER.

    If you have a Windows XP-based computer, open the Add or Remove Programs item in Control Panel. To do this, click Start, click Run, type appwiz.cpl, and then click OK.
  2. Follow the instructions to remove the software, and then restart the computer.
Note If you are using a laptop, install the latest touchpad driver from the manufacturer's Web site. For help, contact the manufacturer. For manufacturer contact information, visit the following Microsoft Web site:
http://support.microsoft.com/default.aspx?pr=oemphone
If the issue continues to occur, go to the next method.

Method 3: Perform a clean "boot," and then reinstall the IntelliPoint software

Step 1: Restart the computer by using a clean startup

When you start Microsoft Windows, other software may start together with the operating system. These programs may include antivirus and system programs that may interfere with your mouse. When you perform a clean startup before you start Setup, you prevent these programs from starting automatically.
For more informationP1, click the following article numberP2 to view the articleP2 in the Microsoft Knowledge Base:
P3 P4

For more information about how to perform a clean startup, click one of the following article numbers, as appropriate for your version of Windows:
310353 How to configure Windows XP to start in a "clean boot" state
929135 How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7

Step 2: Remove and reinstall the IntelliPoint software

  1. View the list of programs that are installed on the computer. To view the list of programs that are installed on a Windows Vista or Windows 7 computer, open the Programs and Features item in Control Panel. To do this, click Start
    Collapse this imageExpand this image
    Start button
    , type appwiz.cpl in the Start Search box, and then press ENTER.

    To view the list of programs that are installed on a Windows XP-based computer, click Start, click Run, type appwiz.cpl, and then click OK.
  2. Remove Microsoft IntelliPoint. To do this in Windows Vista, click Microsoft IntelliPoint, and then click Uninstall/Change.

    Collapse this imageExpand this image
    User Account Control permission
    If you are prompted for an administrator password or for a confirmation, type the password, or click Continue. Click Yes to confirm that you want to remove the program.

    To remove IntelliPoint from a Windows XP-based computer, click Microsoft IntelliPoint, click Add/Remove, click Finish, and then click OK.
  3. Restart the computer.
  4. Reinstall the IntelliPoint software.
If this method does not resolve the issue, follow these steps.

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

Windows Vista or Windows 7

  1. Click Start
    Collapse this imageExpand this image
    the Start button
    , type devmgmt.msc in the Start Search box, and then press ENTER.

    Collapse this imageExpand this image
    User Account Control permission
    If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
  2. Double-click Mice and other pointing devices.
  3. Right-click your mouse, and then click Properties.
  4. On the Driver tab, click Update Driver.
  5. Follow the directions on the screen to complete the wizard.

Windows XP

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click System, click the Hardware tab, and then click Device Manager.
  3. Double-click the Mice and other pointing devices branch to expand it.
  4. Right-click you mouse, and then click Properties.
  5. On the Driver tab, click Update Driver.
  6. In the Upgrade Device Driver Wizard dialog box, click Next.
  7. Click Display a list of the known drivers, and then click Next.
  8. Select your mouse, and then click Next.
  9. Click Next to confirm that you have selected the correct driver.
  10. Click Finish to complete the installation of the new driver.
To learn more about how to troubleshoot mouse devices in Windows Vista or Windows 7, follow the instructions in the "Troubleshoot USB device problems" topic in Windows Help and Support. To view the topic, follow these steps:
  1. Click Start
    Collapse this imageExpand this image
    Start button
    , and then click Help and Support.
  2. In the Search Help box, type Troubleshoot USB device problems, and then click Search Help.
  3. Click the appropriate topic.
If the issue continues to occur, visit the following Web site to download and install the latest IntelliPoint software:
http://www.microsoft.com/hardware/download/download.aspx?category=MK

Method 4: Start HID service

To start the Human Interface Device (HID) service, follow these steps:
  1. Open Microsoft Management Console (MMC) snap-in for Services. To do this, follow the steps for your version of the operating system.
    • Windows Vista or Windows 7

      Click Start
      Collapse this imageExpand this image
      Start button
      , type services.msc in the Start Search box, and then press ENTER.

      Collapse this imageExpand this image
      User Account Control permission
      If you are prompted for an administrator password or for confirmation, type the password, or click Continue.
    • Windows XP

      Click Start, click Run, type services.msc in the Open box, and then click OK.
  2. Open the HID service. To do this, follow the steps for your version of the operating system.
    • Windows Vista or Windows 7

      In the list of services in the details pane, double-click Human Interface Device Access.
    • Windows XP

      In the list of services in the details pane, double-click HID Input Service.
  3. Make sure that the Startup Type value is set to Automatic.
If you receive an error when you start the HID service, click the following link to view the article in the Microsoft Knowledge Base:
932875 Resolve Hotkeys or Volume control keys not working on Microsoft keyboards

Method 5: Determine whether it is application specific

With newer “high-resolution” mouse devices, some applications may not correctly interpret partial scrolling messages. When low resolution wheels scroll up and down, the mouse driver sends a scroll magnitude of 120 for each tick of the wheel up and 120 for each tick down. According to the official documentation, a scrolling value of 120 (or -120) indicates one line of scrolling. If the application receives less than a full line, it should either scroll part of a line (which is what Microsoft Word and some other applications do) or if that’s not possible, save up the value until a total of 120 is reached (which is what Notepad does). Most current Microsoft mouse devices are designed to give a smoother scroll experience, so the wheels are higher resolution and send four times as many scroll events, but at one-quarter of the magnitude. So instead of 120, they send 30 (or instead of -120 when scrolling back, they send -30). This should result in scrolling at the same speed, just more smoothly.

Some applications may not handle this correctly.

For example, they may ignore partial scroll events, or they may interpret a partial (30) event as a full line (120). There have been instances of some applications that actually combine both of these incorrect behaviors. For example, some applications may ignore the positive partial events and treat negative partial events as a full line, which would result in slow scrolling forward and fast scrolling backward.

To test whether this is an application-specific problem, compare the behavior in that application to how scrolling works in Notepad or Microsoft Word.

Properties

Article ID: 303091 - Last Review: September 29, 2011 - Revision: 17.0
APPLIES TO
  • Microsoft Arc Mouse
  • Microsoft Basic Optical Mouse
  • Microsoft Bluetooth Notebook Mouse 5000
  • Microsoft Comfort Optical Mouse 1000
  • Microsoft Comfort Optical Mouse 3000
  • Microsoft Habu Laser Gaming Mouse
  • Microsoft Explorer Mouse
  • Microsoft Explorer Mini Mouse
  • Microsoft Laser Mouse 6000
  • Microsoft Mobile Memory Mouse 8000
  • Microsoft Natural Wireless Laser Mouse 6000
  • Microsoft Notebook Optical Mouse
  • Microsoft Notebook Optical Mouse 3000
  • Microsoft Presenter 3000
  • Microsoft SideWinder Mouse
  • Microsoft Wired Desktop 500
  • Microsoft Wireless IntelliMouse Explorer with Fingerprint Reader
  • Microsoft Wireless IntelliMouse Explorer for Bluetooth
  • Microsoft Wireless Laser Mouse 6000
  • Microsoft Wireless Laser Mouse 6000 v2.0
  • Microsoft Wireless Laser Mouse 7000
  • Microsoft Wireless Laser Mouse 8000
  • Microsoft Wireless Mobile Mouse 3000
  • Microsoft Wireless Notebook Laser Mouse 6000
  • Microsoft Wireless Notebook Presenter Mouse 8000
  • Microsoft Wireless Optical Mouse 1.0
  • Microsoft Wireless Optical Mouse 2000
  • Microsoft Wireless Optical Mouse 5000
  • Microsoft Wireless Wheel Mouse
  • Microsoft Wireless Notebook Optical Mouse 4000
  • Microsoft Wireless Notebook Optical Mouse 3000
  • Microsoft Wireless Laser Desktop 7000
  • Microsoft Wireless Desktop
  • Microsoft Wireless Laser Desktop 6000
  • Microsoft Wireless Laser Desktop 6000 v2.0
  • Microsoft Wireless Laser Desktop 5000
  • Microsoft Wireless Laser Mouse 5000
  • Microsoft Wireless Optical Desktop 5000
  • Microsoft Wireless Optical Desktop 4000
  • Microsoft Natural Ergonomic Desktop 7000
  • Microsoft Wireless Optical Desktop 3000
  • Microsoft IntelliPoint 6.0
  • Microsoft IntelliType Pro 7.0
  • Microsoft IntelliPoint 6.1
  • Microsoft IntelliType Pro 6.0
  • Microsoft IntelliType Pro 6.1
Keywords: 
dftsdahomeportal kbprb KB303091

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com