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How do I get support for a new Microsoft Arc Mouse

Anonymous
2024-05-13T13:17:06+00:00

I cannot find a way to contact anyone to support a brand new Arc mouse that is not working. My Surface Pro is out of warranty but the mouse was bought 2 weeks ago. The phone line only tells me my Surface Pro is out of warranty and sends me to the support page online. The support page does not give me any contact information and forces me to log on over and over again every time I go from screen to screen.

I know the issue is with the mouse. I have two Surface laptops and two Arc mice. The problem follows the new mouse. The old mouse works fine on both machines. The new mouse cannot do a click and drag between monitors. It is a very persistent problem on the new mouse.

Surface | Accessories | Surface mice and keyboards

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  1. Anonymous
    2024-05-15T15:27:40+00:00

    I have tried the steps and am still having issues. It seems the left click does not stay engaged during a move. Trying to highlight rows in excel or moving windows between screens, it just drops as though the button was released. This is not a driver or setting issue. I know this because I have two Surface Pro machines and two identical Arc Mice. The problem follows the new defective mouse. The link you sent me to contact support returns:

    You don't have permission to access "http://support.microsoft.com/en-us/home/contact?" on this server.

    Reference #18.c400de17.1715786317.55cc2161

    https://errors.edgesuite.net/18.c400de17.1715786317.55cc2161

    Trying to use the chat function or any other way I have found to contact support always starts with the drivers, settings, etc., which I know is not the problem. I have put in fresh batteries and am still getting the same issue. Support also starts with questions about my Surface Pro, which is out of warranty and the support path seems to end there. Can a person somehow return a new mouse with an obvious hardware issue to Microsoft for an exchange? I really wish I had bought this from Amazon so I could get some support.

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  2. Anonymous
    2024-05-14T10:31:43+00:00

    Hello Luke,

    Welcome to Microsoft Community.

    I've read everything you've posted here, and I'm able to notice that you seem to be having some issues with the ARC mouse you're currently using.

    Although this ARC mouse is only about two weeks old, I highly recommend that you try to replace the battery of the ARC mouse. ARC mouse uses two AAA batteries, please flip the mouse, press the small TAB to open the battery door, and then replace the battery. The program is listed in the following support links:

    Troubleshoot problems with your Microsoft mouse or keyboard - Microsoft Support

    If you find that the problem persists after replacing the battery, delete your Arc mouse in Bluetooth & Other devices and try repairing it.

    If the problem persists and I notice that you seem to be in need of a one-on-one conversation with Surface tech support, allow me to direct you to our live support:

    1. Use your personal Microsoft account (not your organization account) to access the following links:

    Contact - Microsoft Support

    1. Type Arc mouse, press Enter, and click "Contact Support" at the bottom:

    1. Follow the options in the screenshot below to select:

    1. You will see contact options for Chat support and Phone support, please contact them during working hours to suggest contact:

    I wish you all the best.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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