Select the product you need help with
- Internet Explorer
- Windows Phone
- More products
Troubleshoot response failures in wireless keyboard or mouse
Article ID: 838398 - View products that this article applies to.
When you use one of the products that are listed in the "Applies To" section:
Note This article will help you resolve problems that are related to many non-Bluetooth Microsoft Wireless mouse and keyboard devices. Wireless devices are not Bluetooth devices. A wireless device has a symbol displayed on the USB connector/receiver or on the hardware itself. The wireless symbol looks like a tree branch, as shown here:To troubleshoot problems with Microsoft wireless keyboards and wireless mouse devices, use the following methods in the order that they appear.
Collapse this imageExpand this image
Method 1: Resynchronize your device with the receiverTo resynchronize the mouse or the keyboard with the receiver, follow these steps.
Note When you synchronize the mouse or the keyboard with the receiver, put the device near the receiver and put any other wireless keyboards and mouse at least 6 feet away.
Collapse this tableExpand this table
Method 2: Try different portsTo determine whether the problem is related to the ports on the computer, use only the two cables that are included with the wireless desktop receiver, or the single cable that is included with a mouse.
USB keyboard and USB mouseIf the USB cable is currently connected to a USB hub, disconnect the device from the hub, and then connect it to a USB port on the computer. If your device is already connected to a USB port on the computer, try to connect the device to a different USB port if one is available.
Note Only one USB connection to the computer is required, even if your device has two USB plugs. If the problem persists, disconnect other USB devices and connect only the USB plug from the receiver to a USB port on the computer.
Warning If you have to change a PS/2 connection, shut off the computer, make the changes, and then restart the computer. Do not plug a PS/2 device into the PS/2 port while the computer is running.If your devices are connected to PS/2 ports on the computer, verify that you have the following configurations:
PS/2 keyboard and USB mouseIf you are using a wireless mouse with a USB connector and a PS/2 keyboard, verify that the USB mouse is plugged in a USB port on the computer and that the purple keyboard PS/2 plug is connected to the purple PS/2 port on the computer. If you have to change the PS/2 connection, shut off the computer, make the changes, and then restart the computer.
Method 3: Reinsert the batteries or install fresh batteriesBoth the wireless keyboard and the wireless mouse rely on AA alkaline batteries for power. Remove the batteries, and then insert them again. If the problem persists, install a fresh set of batteries in the device that you are having problems with.
Method 4: Check for interferenceItems such as wireless routers, radios, cell phones, desktop fans, fluorescent lights, and large metal objects like computer cases and metal furniture may interfere with the signal of the keyboard. Try to keep such items away from the keyboard, and check the behavior of the keyboard.
Do not put the mouse or the receiver near any electrical devices, especially transmitters such as cordless or cellular telephones or other wireless mouse devices or receivers. A distance of at least 8 to 12 inches is recommended. Do not put the mouse or the receiver on metallic surfaces or objects, especially long metallic rails or cables. We recommend that you keep the mouse and the keyboard a minimum of 3 feet from metallic objects.
Method 5: Install the latest softwareDownload and install the latest Microsoft IntelliPoint and/or IntelliType software. For more information, visit the following Microsoft Web site:
Method 6: Try the product on a different computerTo help you determine whether the problem is because of your computer or the device, try the mouse or the keyboard on a different computer.
If the device works on another computer, the device is working correctly. If the device does not work on another computer and you have tried all the troubleshooting steps in this article, contact the Microsoft Order Desk at (800) 360-7561 to obtain a replacement. If you are outside the United States, contact the Microsoft subsidiary for your area. To locate your subsidiary, visit the following Microsoft World Wide Offices Web site:
Article ID: 838398 - Last Review: September 29, 2011 - Revision: 13.0