Arc mouse will not connect to Surface Pro

Question

I have had the Arc mouse and surface pro for months, and I have had zero problems. Today, the mouse will no longer connect. 

I have done all of the troubleshooting, and none of it works. 

It can see the mouse:

But it gives me this response when I try to connect: 

After trying again a couple times, it says it's connected: 

but it's not: 

Answer 1

Thank You For Posting in  Microsoft Community. Call Microsoft online support l-833-666-2l66 between 10 AM to 7 PM EST. We will Help you to fix your Issues.

Answer 2

Hello StevenBusch25,

Thanks for reaching out to Microsoft Community.

We're sorry to hear that you're unable to set up the connection on your Microsoft Arc Mouse with your Surface Pro 6.

Here are the recommended troubleshooting steps that you can try and check on your end.

Restart the host. Restarting the computer refreshes any drivers or firmware that may be having issues.

• Go to Start> Power > Restart

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Attempt to pair the mouse again. If the restart was successful, and refreshed the drivers, you may be able to successfully pair the mouse to the host.

If already paired, you may need to remove the mouse first:

1. Go to Settings > Devices > Bluetooth & Other Devices.
2. Select the mouse.
3. Select remove.
4. When asked if you want to remove the mouse, select Yes.

For information on how to pair in Windows 10, go here.

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Run the Bluetooth Troubleshooter. The Bluetooth Troubleshooter will run a series of scripts and actions that will attempt to locate and resolve a Bluetooth issue on the host computer.

1. Go to Settings > Update & Security > Troubleshoot
2. In the list of available troubleshooters, select Bluetooth.
3. Follow on-screen instructions.
4. The troubleshooter will tell you the result of the test. If resolved, attempt to pair the mouse again. If no resolution, or is unable to resolve, go to the next step.

Run Surface Diagnostic Toolkit or Windows Updates. Windows, and Surface regularly ship updates intended to improve the customer experience. There may be a Bluetooth update available that will resolve the issue.

• For Surface Diagnostic Toolkit:
  • Surface Diagnostic Toolkit
• For Windows Updates:
  1. Go to Settings > Update & Security > Windows Update > Check for Updates.
  2. If updates are available, install them.
  3. Make sure to restart the computer after installing updates if not prompted to do so.

Replace the batteries or charge the mouse. Even though the low battery indicator is not present on the mouse, a mouse with low power may exhibit odd behavior.

• Remove the batteries and replace with fresh ones.

Connect to another Surface/computer and test.

This page in particular might be of interest to you based on the description of your concern:

Microsoft Arc Mouse Troubleshooting

Hope this helps. Let us know the results. We would appreciate it. Thanks!

Regards,

Belle

Answer 3

Thanks for your reply Belle, unfortunately, as I started in my original post, I have tried all of your troubleshooting, and it does not work.

Answer 4

Hello StevenBusch25,

Thanks for taking the time to reply to this thread and for confirming. We appreciate you for performing these troubleshooting steps, prior to checking this with us.

Have you tried connecting the Microsoft Arc Mouse to a different computer/Surface? Or a different Bluetooth mouse to your Surface device?

If the issue persists, we would suggest to best contact Microsoft Surface Support for further assistance.

Thanks,

Belle