Surface Arc Mouse - short disconnections issue

Question

Hello mighty community,

I've been happily using my Surface Pro 11th gen with Flex keyboard and Arc mouse for the last 6 months. Over the last two weeks I noticed that Arc mouse is loosing connection with my laptop for few seconds, and then it's back on again like nothing ever happened. This has become very regular so every 3-4 mins it will lose connection for 15-20 sec. Because it's happening so regularly, it is very frustrating when you are trying to work.

Anyone else experienced the same issue?

I've isolated the problem to the Arc mouse - touchpad on Flex Keyboard is working fine while Arc Mouse is disconnected.

Tried removing the mouse, unpairing and forgetting it, adding it back again and it's the same issue. I've tried updating firmware through Surface App - nothing seem to be working.

Any ideas? Can I check the event logs for dropped connection with the device?

Thanks for your help!

Answer 1

Hello MarkZ00,

Welcome to Microsoft Community.

After I have completely read all the content you posted, judging from your description of the problem, it seems that there are some compatibility issues between the Arc mouse and the Flex keyboard?

This shouldn't have existed because they are all accessories developed by Microsoft specifically for Surface. I noticed that in your description, you mentioned that you had tried to update the firmware in the Surface App, but it had no effect. If you are still willing to give it a try, you might as well try manually downloading and installing the driver and firmware package compatible with Surface Pro 11:

Download drivers and firmware for Surface - Microsoft Support

Please be sure to distinguish which CPU your Surface Pro 11 uses, because there are two versions of Surface Pro 11. One of them is equipped with a Snapdragon CPU, and the other is equipped with an Intel CPU.

However, if your Flex works perfectly fine when you are not using the Arc mouse, then the problem clearly stems from the Arc mouse. Maybe I should suggest that you replace it with new batteries (two AAA batteries).

Considering that you have already tried to unpair and re-pair the Arc mouse, but this strange problem still exists, in fact, as community support, the suggestions I can offer are already very limited. Even if you check the event log, at most you will only find that there seem to be compatibility issues between  them. To truly solve this problem, it is still necessary for the Surface technical support team to conduct a complete diagnosis of your Surface, Arc mouse and Flex keyboard. You can send your Surface to them for inspection by filling out a form:

How to get service or repair for Surface - Microsoft Support

By the way, allow me to add one more thing. In fact, I have considered offering you the suggestion of resetting the Surface (this solution is rather complicated, but if you are willing to give it a try, please make a backup of all important data). However, if all these problems are caused by the abnormality of the Arc mouse, then perhaps the most direct solution is to temporarily stop using it and instead switch to a cheaper Bluetooth mouse.

Best Regards,

Henry-N - MSFT | Microsoft Community Support Specialist

Answer 2

Hi Henry,

Slight correction - issues are between Arc Mouse and Surface Pro 11th gen (Flex keyboard is working fine at the moment).

Thank you for your assurance that those issues shouldn't have existed. However they do so I'm trying to find a way to resolve it and your help is appreciated.

Based on your suggestions here is where I am:

• Batteries replaced - issue still occurs.
• If the conclusion form log analysis will be the compatibility issue, does this mean that my Arc mouse is faulty or would it be Surface Pro's issue?
• If I send my Surface, Keyboard and Mouse to your technical support team, am I going to be issued with a replacement for the time it takes to run diagnostics? I hope you understand those are my primary work tools.
• Resetting surface will still require re-imaging with our corporate W11 built which I doubt will solve the issue simply because the issues with mouse started recently.
• The reason why I ordered Surface Pro 11 with Flex keyboard and Arc mouse is exactly to avoid connectivity issues between Microsoft and 3rd party products. If you are suggesting using 'cheaper Bluetooth mouse' does it mean that Microsoft products are not built to work together? Are you going to refund me for the 'expensive' ARC Mouse?

Please can you clarify?

Regards,

Mark