Note This article discusses how to resolve problems that are related to many non-Bluetooth Microsoft wireless mouse and keyboard devices. Wireless devices differ from Bluetooth devices. A wireless device has a symbol that resembles a tree branch displayed on the USB connector/receiver or on the hardware itself.
- The batteries that you are using are rechargeable.
- The batteries that you are using are low in power.
- The receiver is plugged into a port that is not working.
- The wireless device that you are using has trouble synchronizing with the receiver. There may be interference from other wireless devices.
- The color of the wireless pointing device pad is preventing the wireless pointing device from suspending itself.
- There may be a connection problem in the battery compartment or on the recharge base.
Method 1: Install the IntelliPoint or Intellitype software
To download and install the latest version of the IntelliPoint or Intellitype software, follow these steps:
- Visit the following Microsoft website:
- In the Select a type of product list, select your device.
- In the remaining list boxes, select the appropriate options.
- Click Go.
- Click the appropriate link to download the software for your device.
- Click Run this program from its current location, and then click OK.
- Follow the instructions that appear on the screen to install the software.
- Restart the computer.
Method 2: Test the receiver for interference
To test the receiver for interference, try the following methods:
- If your wireless device has a button to synch to the receiver, press the button to resynch the device by selecting a different channel. Devices that do not have this button are permanently synched to the receiver.
- Experiment by putting the receiver in different positions. For example, turn the receiver upside down or on its side.
- Make sure that the wireless device and the receiver are a minimum distance of three feet from any other wireless device.
- Do not put the wireless pointing device, the wireless keyboard, or the receiver near any electrical devices, such as cordless telephones, cellular telephones, or other wireless pointing devices or receivers. We recommend that you maintain a distance of at least 8 inches between these devices.
- Do not put the wireless pointing device, the wireless keyboard, or the receiver on metallic surfaces or objects, such as long metallic rails or cables. We recommend that you maintain a distance of three feet between the wireless pointing device and such metallic objects.
Method 3: Test the surface of the wireless pointing device
The wireless pointing device may not work on surfaces that do not have visible detail or on surfaces that are reflective or glossy, such as glass. Additionally, the sensor may have difficulty in tracking on highly repetitive patterns, such as a magazine or newspaper photographs.
The following colors are known to cause difficulty in tracking for some mouse devices:
- Red or colors that have a red base, such as brown, maroon, and purple
- Flat black
- Dark blue
- White that contains blue lines (for example, the surface of notepaper)
Method 4: Examine the battery status in Control PanelTo examine the battery status in Control Panel, follow these steps:
- Click Start, click Run, type main.cpl, and then click OK.
On the Wireless tab, verify the status of the battery. If the status of the battery is Good, the batteries most likely do not have to be changed.
Method 5: Replace the batteries (non-rechargeable device)
If the device is non-rechargeable, follow these steps:
- Turn the device upside down, and then remove the battery compartment cover.
- Insert new batteries. Make sure that you align the positive and negative ends correctly, as specified by the battery compartment labels.
- Close the battery compartment cover.
For more information about how to replace the batteries, see the documentation that is included with the product. If the problem continues to occur, go to the next method.
Method 6: Recharge the batteries (rechargeable device)
If the device is rechargeable, follow these steps:
- Connect the device for recharging. Depending on the product, the connection point might be a "dock" in which the device sits or it might be a cable to which the device connects.
- If the charging light turns red or flashes red after several seconds, follow these steps:
- Disconnect the device from the charging connection.
- Turn off the device.
- Remove the batteries from the device.
- Wipe the batteries by using a clean, soft cloth.
- Wait 10 seconds. Then, replace the batteries in the device.
- Turn on the device. Then try step 1 again.
- If the problem continues to occur, try one of the following additional steps:
- If the device has an AC adapter for charging, try to use a different power outlet.
- If the device charges through the USB port, try to use a different USB port. Preferred ports are those on the back of the computer.
Method 7: Check the connection
Verify that there is no connection problem. To do this, follow these steps:
- Open the battery compartment, and then check for any obstructions or corrosion. Remove or clean the compartment if it is necessary.
- Check whether the batteries are inserted in the correct direction and whether there is a solid connection.
- If this is a rechargeable device, check the recharging base or cable for any loose connections, any obstructions, or any corrosion.
- If the devices has a battery detection switch, check whether the installed battery is too small to trigger the switch. You might be able to resolve this issue by wrapping a strip of paper around the battery to add thickness.
Method 8: Try the device on another port
To test the quality of the port connection, try the following methods:
- Connect the device to a different USB port on your computer to eliminate any problems that are associated with a specific USB port.
- Bypass any port replicators, USB hubs, KVM switches, and similar devices. Instead, connect the receiver directly to the USB port on the computer.
- If you previously connected your device to a USB port on the front of the computer, try to connect the device to a USB port on the back of the computer. (The USB ports on the back of the computer usually have better bandwidth.)
If the problem continues to occur, go to the next method.
Method 9: Disable the message
Note Use this method only if selecting the “Do not display this message” check box in the error message window does not prevent the message from reappearing.
If the wireless device is working correctly but the message window continues to be displayed occasionally, you can disable the message. To do this, follow these steps.
- Windows Vista
Click Start , type dxdiag in the Start Search box, and then press ENTER.
If you are prompted for an administrator password or for confirmation, type the password, or provide confirmation.
Click Start, click Run, type regedit, and then click OK.
- Locate and then click the following registry subkey.
Note Intellipoint is the mouse software, and Intellitype Pro is the keyboard software.
HKEY_CURRENT_USER\Software\Microsoft\Intellipoint HKEY_CURRENT_USER\Software\Microsoft\IntelliType Pro
- Click the Intellipoint folder to select it.
- Click Edit, click New, and then click DWORD.
- Right-click the new value, click Rename, type SuppressBatteryStatusMessages, and then press ENTER.
- Right-click SuppressBatteryStatusMessages, and then click Modify.
- In the Value data box, type 1.
- Click OK.
Article ID: 322609 - Last Review: May 21, 2017 - Revision: 2