Troubleshoot Microsoft adaptive accessories

Here’s how to update the firmware for your Adaptive Mouse:

1. Make sure your Adaptive Mouse is turned on.

2. Select Start and open the Microsoft Accessory Center.

3. Select Microsoft Adaptive Mouse from the listed devices.

4. Select Device details > Update.

5. Wait a few minutes for the firmware to download and install.

If your Adaptive Mouse isn’t connecting through Bluetooth, here are some things you can try:

• Make sure your mouse is turned on; charging or has a fresh battery and in range of your device (PC, phone, or tablet).

• Make sure your device has Bluetooth turned on.

  • Select Start > Settings > Bluetooth & devices and make sure Bluetooth is turned On.

• Make sure airplane mode is off

  • Select the Network, Sound, or Battery icons (  ) on the right side of the taskbar, then make sure the Airplane mode quick setting is turned off.

• Turn Bluetooth on and off:

  • Select Start > Settings > Bluetooth & devices. Turn off Bluetooth, wait a few seconds, then turn it back on.

• Remove the Bluetooth device, then add it again:

  • Select Start > Settings > Bluetooth & devices > Devices. In Devices, select More options for your Adaptive Mouse, then select Remove device > Yes. For instructions on how to pair it again, go to How to use Microsoft Adaptive Mouse.

When plugged in and charging, the light on your Adaptive Mouse turnsorange.  The light will turn white when it’s fully charged and connected to USB-C cable. It will also turn white when it’s turned on and disconnected from power.

If your Adaptive Mouse isn’t charging, here are a few things you can try:

• Unplug and then plug it in again. If you have multiple USB ports, plug into a different USB port on the same PC.

• If your Adaptive Mouse is connected to the Adaptive Hub, make sure the Adaptive Hub is connected to a power source appropriate for high-powered USB devices.

• Try plugging the USB-C cable directly into a USB port on your PC instead of the Adaptive Hub.

• Connect your Adaptive Mouse to another PC or power source. If it charges, there might be a problem with the original power source.

If your Adaptive Mouse still doesn't charge, contact us.

Your Adaptive Mouse is turned on with the light on it is white. If it isn’t turning on, here are a few things to try:

• Charge your Adaptive Mouse by connecting it to power.

If it still doesn't turn on, contact us.

If you want to add or change your mouse actions, you’ll need to do it in the Microsoft Accessory app. If it isn’t installed on your device, you can get it at Microsoft Accessory Center download. 

Here’s how to change your mouse actions:

1. Select Start and open the Microsoft Accessory Center.

2. Select Microsoft Adaptive Mouse from the list.

3. Customize the mouse based on your preferences.

Here’s how to update the firmware for your Adaptive Hub:

1. Make sure your Adaptive Hub is turned on.

2. Select Start and open the Microsoft Accessory Center.

3. Select Microsoft Adaptive Hub from the listed devices.

4. Select Device details > Update.

5. Wait a few minutes for the firmware to download and install.

If your Adaptive Hub isn’t connecting through Bluetooth, here are some things you can try:

• Make sure your mouse is turned on; charging or has a fresh battery and in range of your device (PC, phone, or tablet).

• Make sure your device has Bluetooth turned on.

  • Select Start > Settings > Bluetooth & devices and make sure Bluetooth is turned On.

• Make sure airplane mode is off

  • Select the Network, Sound, or Battery icons on the right side of the taskbar, then make sure the Airplane mode quick setting is turned off.

• Turn Bluetooth on and off:

  • Select Start > Settings > Bluetooth & devices. Turn off Bluetooth, wait a few seconds, then turn it back on.

• Remove the Bluetooth device, then add it again:

  • Select Start > Settings > Bluetooth & devices > Devices. In Devices, select More options for your Adaptive Hub, then select Remove device > Yes. For instructions on how to pair it again, go to How to use Microsoft Adaptive Hub.

When plugged in and charging, the light on your Adaptive Hub turns orange.  The light will turn white when it’s fully charged and connected to USB-C cable. It will also turn white when it’s turned on and disconnected from power.

If your Adaptive Hub isn’t charging, here are a few things you can try:

• Unplug and then plug it in again. If you have multiple USB ports, plug into a different USB port on the same PC.

• Make sure your Adaptive Hub is connected to a power source appropriate for high-powered USB devices.

• Try plugging the USB-C cable directly into a USB port on your PC.

• Connect your Adaptive Hub with another PC or power source. If it charges, there might be a problem with the original power source.

If your Adaptive Hub still doesn't charge, contact us.

Your Adaptive Hub is turned on with the light on it is white. If it isn’t turning on, here are a few things to try:

• Use the power button to turn your Adaptive Hub off and on again.

• Charge your Adaptive Hub by connecting it to power.

If your Adaptive Hub still doesn’t turn on, contact us.

Here’s how to update the firmware for your adaptive button:

1. Make sure your adaptive button is turned on.

2. Select Start and open the Microsoft Accessory Center.

3. Select your Adaptive Hub from the listed devices.

4. Select your adaptive button.

5. Select Device details > Update.

6. Wait a few minutes for the firmware to download and install.

If your adaptive button won’t connect to the Adaptive Hub, here’s what to do:

1. Make sure your Adaptive Hub and adaptive button are turned on.

2. Select Start and open the Microsoft Accessory Center.

3. Select Microsoft Adaptive Hub.

4. The connected buttons will appear in the Microsoft Accessory Center App after you've selected your Adaptive Hub.

If you don’t see any buttons here, try pairing your adaptive button to the Adaptive Hub again. Press the pairing button on your Adaptive Hub and your adaptive button. The lights will blink then turn solid when they’re paired.

Reset your Adaptive Hub and adaptive button

You can also try to reset your Adaptive Hub and adaptive button. If you reset your Adaptive Hub, all macros, button actions, and customizations will be erased.

Here’s how to reset it:

1. Select Start and open the Microsoft Accessory Center.

2. Select Microsoft Adaptive Hub from the listed devices.

3. Select Device details > Reset now.

4. After your Adaptive Hub has been reset, try pairing the button again.

If you’re still having issues connecting your adaptive button to your Adaptive Hub, contact us.

When plugged in and charging, the light on your adaptive button turns orange.  The light will turn white when it’s fully charged and connected to USB-C cable. It will also turn white when it’s turned on and disconnected from power.

If your adaptive button isn’t charging, here are a few things you can try:

• Unplug and then plug it in again. If you have multiple USB ports, plug into a different USB port on the same PC.

• If your adaptive button is connected to the Adaptive Hub for charging, make sure your Adaptive Hub is also connected to a power source.

• Try plugging the USB-C cable directly into a USB port on your PC.

• Connect your Adaptive Hub with another PC or power source. If it charges, there might be a problem with the original power source.

If your adaptive button still doesn't charge, contact us.

If the Microsoft Accessory Center app crashes or isn’t loading process, here’s what to try:

• Make sure your PC is up to date.

  • Select Start > Settings > Windows Update > Check for updates.

• Make sure the Microsoft Accessory Center is up to date.

  • Select Start > Microsoft Store > Library > Get updates.

• Restart your PC then try opening the app again.

• Uninstall the app then reinstall it.

  • To uninstall the app, select Start > Settings > Apps > Apps & features, find Microsoft Accessory Center in the list, then select More > Uninstall.

If your Adaptive accessories aren’t appearing in the Microsoft Accessory Center app, here’s what to try:

• Make sure your accessories are paired to your PC.

  • To check, select Start > Bluetooth & devices > and check to see if your accessories are listed.

• Remove your accessories then pair them to your PC again.

  • To remove an accessory, select Start > Bluetooth & devices, find the device you want to remove, select More > Remove.

  • To pair it, press and hold the Bluetooth button on your adaptive accessory until it starts flashing. Then select Start > Bluetooth & devices > Add device > Bluetooth and select your adaptive accessory from the list of devices.

• Make sure your PC is up to date.

  • Select Start > Settings > Windows Update > Check for updates.

• Make sure the Microsoft Accessory Center is up to date.

  • Select Start > Microsoft Store > Library > Get updates.

• Restart your PC then try opening the app again.

• Uninstall the app then reinstall it.

  • To uninstall the app, select Start > Settings > Apps > Apps & features, find Microsoft Accessory Center in the list, then select More > Uninstall.