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.
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 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:
811798All 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.
(https://support.microsoft.com/kb/811798/ )Resolve Bluetooth mouse or keyboard failure to function
Method 1: Try a different port or environmentTry 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 batteriesThis 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-7c85-4a16-9606-08c302ced33bNote 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 computerIf 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 toolThe 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:
Note This tool may not work with Bluetooth devices.To open the Mousinfo tool, follow these steps.
For more information about the Mousinfo tool, click the following article number to view the article in the Microsoft Knowledge Base:
(https://support.microsoft.com/kb/178350/ )How to use the MousInfo tool included with IntelliPoint software
Method 5: Uninstall any conflicting mouse softwareIf 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.
Method 6: Remove and reinstall the IntelliPoint software
Contacting Microsoft Supplemental PartsIn the United States and in Canada, you can contact the Microsoft Supplemental Parts team at the following telephone numbers:
326246The 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.
(https://support.microsoft.com/kb/326246/ )How to replace Microsoft software or hardware, order service packs and product upgrades, and replace product manuals
Article ID: 321122 - Last Review: March 5, 2012 - Revision: 1.0