Article ID: 811798 - View products that this article applies to.
When you try to use one of the Microsoft pointing devices or keyboards that are listed in the "Applies to" section, the device may not function at all. Or, the device may not be detected by Microsoft Windows.
This issue may occur because of any of the following reasons:
If you receive the Keyboard error that is mentioned in the "Cause" section when you start your computer, see the steps in the "Workaround" section in this article.
To resolve this issue, use one of the following methods.
Method 1: Resolve the incompatible Bluetooth stackTo resolve this behavior, contact the manufacturer of the portable computer to see whether their transceiver works with the Microsoft Bluetooth stack. Additionally, ask the manufacturer how to add devices by using the Microsoft Bluetooth stack. If the Microsoft device included its own transceiver, you may have to use the Microsoft transceiver to resolve this behavior.
If the portable computer that you are using is running Windows XP with Service Pack 2 (SP2) or a newer version of Windows, Windows will detect the transceiver before it will install the Microsoft Bluetooth stack. This process helps prevent unauthorized access to your computer through a Bluetooth connection. Windows will also initiate this process to use the Microsoft Bluetooth stack after a third-party stack is removed.
Method 2: Verify power levelsTo make sure that there is sufficient power for the Bluetooth device, disconnect any unnecessary USB devices, and then test the device when there are no other USB devices connected. Make sure that the device is plugged into the root hub or to a powered USB hub (But not to a "bus-powered" USB hub. This kind of hub is actually not powered).
Method 3: Install the latest updates (service packs) for your operating systemVerify that you have the latest updates installed for your operating system. For Windows, visit the following Microsoft Web site:
http://update.microsoft.comIf you are running Windows XP, reference the following Microsoft Knowledge Base article:
(https://support.microsoft.com/kb/883258/ )How to troubleshoot Bluetooth detection and connectivity problems in Windows XP Service Pack 2
Method 4: Locate the Wireless Link icon in Control Panel, and then reestablish the link with the wireless device
Windows Vista or Windows 7
Method 5: Make sure that the device is not being interrupted by something in the area on the same frequencyDetermine whether the following items are in your environment:
Method 6: Test the device on another computerIf the earlier methods fail, try to use the devices on another computer. The hardware may be defective. If the issue still persists, and if the devices work on another computer, there may be a problem with the operating system. If the device does not work on any system, contact Microsoft to see about replacing the device. For information about how to do this, see the "How to contact Microsoft Supplemental Parts" section in the "References" section.
To work around this problem if you receive the "Keyboard Error or No Keyboard Present" error that is mentioned in the "Cause" section when you start your computer, disable the Halt on error function in the BIOS. To determine how to access the BIOS and disable this function, see the manual that was supplied with your computer, or contact the computer manufacturer.
If you disable the Halt on error function in the BIOS, you still receive the error message. However, the computer continues to start. After Microsoft Windows has started, the Bluetooth devices work as expected.
If you cannot disable the Halt on error function, you can attach a PS/2 keyboard to the computer to avoid receiving this error message.
For information about how to contact your hardware manufacturer, view the following hardware and software third-party vendor contact information. To do this, visit the following Microsoft Web site:
To learn more about how to set up a Bluetooth-enabled device in Windows Vista or Windows 7, follow the instructions in the "Set up a Bluetooth-enabled device" topic in Windows Help and Support. To view the topic, follow these steps:
How to contact 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, about 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: 811798 - Last Review: June 20, 2014 - Revision: 17.0