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Arc Touch Mouse | Surface Edition can't Pair

Anonymous
2018-09-29T12:16:07+00:00

I recently tried to pair my mouse with a new laptop PC but it won't pair.  The bluetooth pair light won't come on when I press and hold the button. I've tried holding it down as long as 30 seconds with no response and no detection from multiple PCs.  I also tried the obvious of changing the batteries. This is the second Arc Touch mouse I own that this has mysteriously started happening to.  I've found similar issues in other forums, but no solutions so far.  Any serious help would be appreciated.  Summary of things I've tried are below

  1. Replaced batteries
  2. Held blue tooth pair button down a various amount of times ranging from 3-30 seconds.
  3. Tried searching for the device from multiple PCs/laptops/tablets.
  4. Contacted Microsoft Hardware support by phone but call always seemed to disconnect after they had me try OS/Software related things. 

Do these Arc Touch Surface edition mice stick to the first device you pair them with forever? If not Is there some secret method I'm missing that clears the mouse and allows it to pair to a new device.  I own multiple bluetooth devices (keyboards, headsets, game controllers) and never had this issue before. I also have an older Microsoft Wedge mouse which has been rock solid between multiple devices.   This is frustrating as this is the second mouse this has inexplicably happened to.

Windows for home | Windows 10 | Devices and drivers

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  1. Anonymous
    2018-10-01T13:01:24+00:00

    Hello Brave,

    Thank you for writing to Microsoft Community Forums.

    Please provide some additional information, so that we can assist you better.

    1. Was there any changes made in software or hardware?
    2. Are you trying for the first time to connect or was it working before?

    I would suggest you to try these steps and check if this resolves the issue.

    Method 1:

    Follow these steps to run Hardware and Devices troubleshooter:

    1. Press Windows key + W and type troubleshooting.
    2. Select Troubleshooting.
    3. Select View all on the top left corner.
    4. Click Hardware and Devices.
    5. Follow the on-screen instruction to run the troubleshooter.

    Method 2:

    If your Bluetooth mouse isn’t working, doesn’t appear in the list of Bluetooth devices when you pair the mouse, or you see an error message during pairing, here are some things to try.

    Make sure your mouse is paired with your PC

    1. Press and hold the pairing button on your mouse for 5-7 seconds, then let the button go. The light will blink to show that the mouse is discoverable. The pairing button is usually on the bottom of the mouse.
    2. On your PC, select the Start button, then select Settings>Devices > Bluetooth & other devices.
    3. Make sure Bluetooth is on, then select Add Bluetooth or other device > Bluetooth. Choose your mouse from in the list of devices. Follow any other instructions if they appear, then select done.

    Method 3:

    Please refer the Microsoft article: https://support.microsoft.com/en-us/help/12636/hololens-pair-bluetooth-devices

    Do get back to us if you have more queries regarding Windows.

    Hope it helps.

    Harish

    Microsoft Community - Moderator

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  2. Anonymous
    2018-10-01T23:39:13+00:00
    1. Was there any changes made in software or hardware? No changes. As stated it started after I tried to pair it to a new PC/Laptop and the pairing indicator light never comes on the ARC mouse when I hold the pairing button down.
    2. **Are you trying for the first time to connect or was it working before?**No it's not the first time.  Both worked on the previous laptop.  They only stopped working after I tried to pair them to a new one.

    Thanks for the suggestions but those are the normal steps I already took and unfortunately none worked. Because the pair light doesn't come on either I think it's a glitch with the mice memory that happened when pairing to a new device or other bluetooth devices.   The same thing happened for both mice.

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