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Jeffrey B
Jeffrey B,
Category: Computer Hardware
Satisfied Customers: 56
Experience:  ICT Support 1/2/3/ Line at Peopleware
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My MS Surface Pro Mouse won't work. The Control Panel tells

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My MS Surface Pro Mouse won't work. The Control Panel tells me its alright???
JA: What kind of computer do you have?
Customer: Microsoft Surface Pro
JA: Have you installed any updates recently?
Customer: All the time from Microsoft.
JA: Anything else you want the computer expert to know before I connect you?
Customer: Just this, please...

Hello and welcome.
My name is***** will be assisting you today.
I am so sorry to hear that you are having such troubles and I will try my best to help you.
So to clarify your mouse is not working?

Are we using a wireless mouse?

Waiting for your reply,

Kind regards,

Jeffrey

Customer: replied 8 days ago.
a wireless mouse that came with my Surface Pro.

Thank you for your reply,

Can we first try to replace the batteries in the mouse.

Waiting for your reply,

Kind regards,

Jeffrey

Customer: replied 8 days ago.
I think not as I've run into this before and with time (and likely unknown actions on my part) it has cleared up and worked again. I thought at first it might be other BT devices confuisng my machine, but that's likely nonsense.

Is there a ON/OFF button on the mouse that maybe is off?

Waiting for your reply,

Kind regards,

Jeffrey

Customer: replied 8 days ago.
there is an on/off button, but I have tried unsuccessfully this many a time to no result.
Customer: replied 8 days ago.
Also, the control panel says the mouse if properly configured and working correctly.

Thank you, ***** ***** try to restart the computer and see if the mouse is working again.

Waiting for your reply,

Kind regards,

Jeffrey

Customer: replied 8 days ago.
Jeffrey, I've done that many times, leving the mouse on and off at restart... still nothing. If this persists I will haul it doen to the Microsoft Store in Ala Moana Center here in Hawaii and have them fix it. It is still wel within warranty. But... I cannot believe the problem is serious, most likely my ignorance of these infernlly loavable maCHINES.

Great! I understand.

Have we tried unplugging the usb bleutooth dongle which the mouse uses to connect to the computer?

Please try to put it in another usb port please.

Waiting for your reply,

Kind regards,

Jeffrey

Customer: replied 8 days ago.
There is no dongle. In fact, MS Surface Pros have only one USB for other plliances.

Thank you I understand,

It could be that the bleutooth is off on the MS Surface.

Can we check this or do you already have?

Kind regards,

Jeff

Customer: replied 8 days ago.
It's on. I checked via the control panel and, again, it says it's working -:)

Thank you,

Can we please try the following:
On Surface Mouse, press and hold the pairing button until the light blinks to make it discoverable. (The pairing button is on the bottom of the mouse.)
On your PC, select the Start Windows logo button, and then select Settings > Devices > Bluetooth.
Turn on Bluetooth, select Surface Mouse from the list, and then select Pair.

Please let me know how this goes,

Kind regards,

Jeff

Customer: replied 8 days ago.
That did it... thanks! I'll remember. In the case of the Surface mouse it seems that the on/off button IS the pairing button. Thanks again, Jeffrey...Pete

Great to read this Pete!

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Is there anything else I can assist you with?

Kind regards,

Jeff

Jeffrey B and 2 other Computer Hardware Specialists are ready to help you
Customer: replied 8 days ago.
I'll do it! Tanks again...Pete

Have a great day Pete!

Kind regards,

Jeff

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