Article ID: 321122 - View products that this article applies to.
This article was previously published under Q321122
Warning The steps in the "Resolution" section may disable the internal pointing device on a portable computer.
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SYMPTOMS

When you use a Microsoft USB wireless pointing device on a computer that is running Microsoft Windows, you experience one or more of the following symptoms:
  • The pointer moves erratically.
  • The pointer does not respond when you move the pointing device.
  • Nothing happens when you click a button on the pointing device.
  • The pointing device stops working after several minutes of use.
  • Some options or tabs may be unavailable in the Mouse item in Control Panel.
  • If you connect a mouse or pointing device to the computer, the device is not detected by Microsoft Windows. When you run the Add New Hardware wizard, the issue is not resolved.

RESOLUTION

The troubleshooting steps in this section are intended for wireless USB devices and not for Bluetooth devices. For more information about problems with Bluetooth devices, click the following article number to view the article in the Microsoft Knowledge Base:
811798 Resolve Bluetooth mouse or keyboard failure to function
All Microsoft mouse wireless USB devices include a USB connector called a receiver. If your wireless mouse did not include the receiver, the most likely reason is that the mouse is a Bluetooth device. Therefore, some steps in this article may not apply.

Method 1: Try a different port or environment

Try to connect the receiver to a different port. Then, check the behavior of the device. By trying the receiver on a different port, you can eliminate any issues that affect the port itself.

Also, try to connect the receiver to a USB port on the back of the computer. The ports that are located on the back of the computer typically have more bandwidth (power) available.
Note Bypass any port replicators, USB hubs, KVM switches, and so on. Connect the receiver directly to the port. A port replicator is a device that contains common ports, such as serial and parallel ports. The replicator plugs into a portable computer. A KVM switch is a hardware device that enables a single keyboard, video monitor, and pointing device to control more than one computer one at a time. If this is the source of the problem, and you want to continue using one of these devices, contact the manufacturer of that device to see whether there is a solution or a newer product that will work with your wireless mouse.
Be aware that items such as desktop fans, metal furniture, and fluorescent lights may interfere with the signal from the pointing device. Try to test the device in a different location. If the issue continues to occur, go to Method 2.

Method 2: Replace the batteries

This issue may occur if the battery power is low. We recommend that you use batteries that are designed for use with electronic equipment. Replace the batteries, and determine whether this resolves the issue. Make sure that you have inserted both the required batteries into the wireless pointing device and that they are positioned in the correct direction.
Note We recommend that you use a new pair of batteries for the wireless pointing device.
After you change the batteries, make sure that you resync the pointing device. To learn how to resync the device, view the following video:
http://www.microsoft.com/video/en/us/details/62c93f6c-7c85-4a16-9606-08c302ced33b
Note If you have a newer mouse model (such as a Bluetrack device) that does not include a resync button, go to Method 3.

Method 3: Test the device on a different computer

If the issue continues to occur, test the mouse on a different computer in a different environment. If you can replicate the problem in a different environment, you may have a defective device. If this is the case, see the "More Information" section for information about how to contact Microsoft Supplemental Parts to obtain a replacement device.

If the device works without any issue on a different computer, go to method 4.

Method 4: Test the mouse by using the Mousinfo diagnostic tool

The Mousinfo diagnostic tool is installed together with the IntelliPoint software. If you do not have this software, you cannot open the tool.

To install the IntelliPoint software, visit the following Microsoft Web site:
http://www.microsoft.com/hardware/download/download.aspx?category=MK
Note This tool may not work with Bluetooth devices.
To open the Mousinfo tool, follow these steps.
  • Windows Vista or Windows 7
    1. Click Start
      Collapse this imageExpand this image
      Start button
      .
    2. Click All Programs.
    3. Click Accessories.
    4. Click Run.
    5. In the Open box, type mousinfo, and then click OK.
  • Windows XP
    1. Click Start.
    2. Click Run.
    3. In the Open box, type mousinfo.
    4. Click OK.
Click the mouse buttons to check whether the button clicks are recognized as UP and DOWN commands in the tool. If the mouse buttons are not recognized, you may have a defective device. If this is the case, see the "More Information" section for information about how to contact Microsoft Supplemental Parts to obtain a replacement device. However, the best way to determine whether the device is defective or damaged is to try the device on a different computer.

For more information about the Mousinfo tool, click the following article number to view the article in the Microsoft Knowledge Base:
178350 How to use the MousInfo tool included with IntelliPoint software

Method 5: 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 the IntelliMouse software. To uninstall the other software, follow the appropriate steps for your version of Windows.
    • Windows Vista or Windows 7

      Open Programs and Features in Control Panel. To do this, follow these steps:
      1. Click Start
        Collapse this imageExpand this image
        Start button
        .
      2. In the Start Search box, type appwiz.cpl.
      3. 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 or earlier versions of Windows

      Open Add or Remove Programs in Control Panel. To do this, follow these steps:
      1. Click Start.
      2. Click Run.
      3. Type appwiz.cpl.
      4. Click OK.
  1. Find any other mouse software in this list, and follow the instructions to remove the software.
  2. Restart the computer.
If the issue continues to occur, go to method 6.

Method 6: Remove and reinstall the IntelliPoint software

  1. View the list of programs that are installed on the computer. To do this, follow the appropriate steps for your version of Windows.
    • Windows Vista or Windows 7

      Open Programs and Features in Control Panel. To do this, follow these steps:
      1. Click Start
        Collapse this imageExpand this image
        Start button
        .
      2. In the Start Search box, type appwiz.cpl.
      3. 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 or earlier versions of Windows

      Open Add or Remove Programs in Control Panel. To do this, follow these steps:
      1. Click Start.
      2. Click Run.
      3. Type appwiz.cpl.
      4. Click OK.
  2. Remove Microsoft IntelliPoint. To do this, follow the appropriate steps for your version of Windows.
    • Windows Vista or Windows 7
      1. Click Microsoft IntelliPoint.
      2. Click Uninstall/Change.

        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.
      3. Click Yes to confirm that you want to remove the program.
    • Windows XP
      1. Click Microsoft IntelliPoint.
      2. Click Add/Remove.
      3. Click Finish.
      4. Click OK.
  3. Restart the computer.
  4. Download and install the latest version of the IntelliPoint software. To do this, visit the following Microsoft Web site:
    http://www.microsoft.com/hardware/download/download.aspx?category=MK

MORE INFORMATION

Contacting Microsoft Supplemental Parts

In the United States and in Canada, you can contact the Microsoft Supplemental Parts team at the following telephone numbers:
  • United States: (800) 360-7561, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time
  • Canada: (800) 933-4750, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time
  • TTY customers: (800) 718-1599, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time
For more information about how to replace or upgrade Microsoft software, hardware, and manuals, click the following article number to view the article in the Microsoft Knowledge Base:
326246 How to replace Microsoft software or hardware, order service packs and product upgrades, and replace product manuals
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Properties

Article ID: 321122 - Last Review: March 5, 2012 - Revision: 1.0
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 IntelliPoint 6.0
  • Microsoft IntelliType Pro 7.0
  • Microsoft IntelliPoint 6.1
  • Microsoft IntelliType Pro 6.0
  • Microsoft IntelliType Pro 6.1
Keywords: 
kbenv kbhardware kbprb KB321122

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