arc mouse is connected but not working

Question

hi there

I have arc surface mouse which was connected to my device and working properly.

this morning I had to restart my surface with the side button

and after that arc mouse didn't work.

it does connect and paired but it's not working.

I've uninstalled HID-compliant mouse and installed again but nothing happened.

I've tested the mouse on another laptop and it worked just fine.

thanks

Answer 1

Hello Miaad,

Thank you for posting in Microsoft Community.

I understand that you're having trouble with your Surface arc mouse. The Bluetooth connection between your mouse and your device may have been disrupted after the restart. I am here to help and let us work on this together.

Here are some troubleshooting steps you can try:

1. Force shutdown your Surface: Press and hold the power button on your Surface for 30 seconds and then release it. Press and hold the volume-up button and the power button at the same time for at least 15 seconds and then release both.
2. Refresh the wireless connection: Go to Settings > Devices > Bluetooth. Select your Microsoft Arc Mouse and click Remove device. Then, go to Settings > Devices > Bluetooth & other devices > Add Bluetooth or other device > Bluetooth. Select your Microsoft Arc Mouse and click Pair. The mouse should start working again.
3. Run the Bluetooth troubleshooter: Go to Settings > Update & security > Troubleshoot. Under Find and fix other problems, select Bluetooth > Run the troubleshooter.
4. Check for Windows updates: Go to Settings > Windows Update > Check for updates. If updates are available, install them. Make sure to restart your computer after installing updates if not prompted to do so.

For other troubleshooting guide, see Troubleshoot problems with your Microsoft mouse or keyboard - Microsoft Support.

If none of these steps resolve the issue, kindly give answers to the following questions so we can further isolate your issue and formulate appropriate troubleshooting steps.

• May I know what build version of Windows you are currently running?
• When did this issue started?
• Could you confirm which Windows version the device you're using to test the mouse on the other laptop?

I hope to hear back from you.

Kind regards,

Lavenia

Answer 2

hello lavenia

thank you for your reply.

I've already seen your solutions and tested all of them without any result.

also there's no any update for the device when I click on windows update.

surface's windows version is windows 11 enterprise 21H2(OS build 22000.2482)

and as I said I had to restarted by holding side power button after that we faced this issue.

the arc mouse is working just fine on another devices for example Lenovo Thinkbook winver: win10 pro 22h219045.3324

Sincerely

Answer 3

I appreciate you for responding back and providing the information I asked.

Have you tried connecting other Bluetooth devices to your Surface to see if they work?

Kindly please try these steps below.

1. Remove the keyboard again under Devices settings. Go to Settings > Devices > Bluetooth. Select your Surface Arc Mouse and click Remove device.
2. Go to Device manager and expand Bluetooth category. Right click the "Intel(R) wireless Bluetooth and select Uninstall device. if prompt to permanently delete the driver notification, leave the box uncheck and select Uninstall. Restart your Surface.
3. Go back to Windows settings and pair the Surface Arc mouse again.

I hope this time it works.

Answer 4

no unfortunately non of above solution didn't work and I had to reinstall the windows and it's ok now.

Answer 5

I appreciate you taking the time to try the actions I suggested and for sharing the steps you took to find a solution. Others who might be experiencing the same issue as you will benefit from this.

Should you need further help, feel free to reach us back in creating a new thread by clicking this link: Create a new question.