Computer Hardware

Ask Computer Hardware Questions and Get Answers ASAP

Ask a Computer Expert,
Get an Answer ASAP!

Computer Hardware

Not TV...malfunctioning bluetooth mouse. Can you help with…

Customer Question
Not TV...malfunctioning bluetooth mouse...

Not TV...malfunctioning bluetooth mouse. Can you help with that or am I in the wrong place? Thanks

Technician's Assistant: How are you connecting the mouse: by USB or wirelessly?

Wireless. Mouse was working, then stopped. Cannot reset, cannot resync and cannot remove the device. Using Win 10

Technician's Assistant: Does moving the mouse closer to the receiver make any difference?

No. Replaced batteries; no dice.

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

No, I think that covers the problem. Thanks.

Submitted: 1 month ago.Category: Computer Hardware
Show More
Show Less
Ask Your Own Computer Hardware Question
Answered in 25 minutes by:
1/3/2018
Computer technician: Sheri, Expert replied 1 month ago
Sheri
Sheri, Expert
Category: Computer Hardware
Satisfied Customers: 286
Experience: Owner/Consultant at Computer Rescue, Inc.
Verified

Hi Customer,

Thanks for using JustAnswer. I am happy to assist you with this issue. Please let me know the brand and model of your bluetooth mouse so we can go to the next step.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Thanks. It is an Insignia Bluetooth Mouse, Model No. PNM388BK
Customer reply replied 1 month ago
BTW, the computer is an HP Envy running Win 10
Customer reply replied 1 month ago
Sorry, I made a mistake due to very tiny print. The model no. is NS-PNM3B8BKSorry for the error.
Computer technician: Sheri, Expert replied 1 month ago

Thanks for the information. Please do the following:

On your computer, go to settings (bottom left corner windows key, then the gear icon above.) Once in settings, click on devices. Turn off bluetooth and then turn it back on.

Next, remove the mouse from this bluetooth list.

Restart your computer

Next, pair the mouse with the bluetooth again.

Let me know if this solves the problem. Otherwise, we can go to the next steps.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Have actually tried that already, but tried again... no luck. The device cannot be removed. I keep getting error that says "Remove Device Failed"
Computer technician: Sheri, Expert replied 1 month ago

OK, remove the receiver first from the usb port, then try it again.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
No dongle; this is running on the HP computer's built-in bluetooth system. Is the error in the device or the computer driver, do you think?
Computer technician: Sheri, Expert replied 1 month ago

At the bottom of your screen type in Device Manager. In the Device Manager, right click on the bluetooth adapter and go into properties. Then update the driver. Allow Windows to search Windows Update for the latest driver.

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Okay working on that...
Computer technician: Sheri, Expert replied 1 month ago

Ok, I have to step away for approx 10 minutes. I will check back for your update when I return.

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Well, I have "Device Manager" open; long list of items, devices and inputs, but nothing labeled "bluetooth adapter" in the list.
Computer technician: Sheri, Expert replied 1 month ago

I am back. Expand the network adapter settings and see if maybe it is under that.

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Negative. But there are two bluetooth items listed, neither one labeled "mouse" however. I can try to update those two and see if one of them is the culprit?
Computer technician: Sheri, Expert replied 1 month ago

What section are they listed under? Network?

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
under "Network." But new info: Under "Bluetooth" I could not find an "adapter", but there was one mouse listed. I right-clicked and tried to update driver. Said driver was up to date, but next I was able to remove the mouse.
Computer technician: Sheri, Expert replied 1 month ago

Excellent. Sounds like progress. After it is removed, I would turn off the mouse. Then reboot computer and then try to re-pair it,

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Okay, I will try that next. I will need to disconnect to reboot, but will log back on if I still have trouble. Thank you for your help. Happy New Year!
Computer technician: Sheri, Expert replied 1 month ago

Sounds good. Happy New Year. Please don't forget to accept my answer and rate me if you are satisfied once you finish. Otherwise, if you need additional assistance just reply and I will check in.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Computer technician: Sheri, Expert replied 1 month ago

Hi, I haven't heard back from you. I just wanted to follow up to see if everything is resolved and whether you still need assistance. Let me know.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Hi, Sheri. Sorry for the delay... I had to set it aside for a few days for work. Bot***** *****ne: the fix did not work. I was able to remove the mouse icon from the "Devices" menu, but it remained in the background and I am still unable to make it work nor remove the driver. I noticed many entries for similar problems on the Microsoft message boards, but those were related to Windows 7 and 8. I can find no info on how to solve this problem with Win 10. Any suggestions?
Computer technician: Sheri, Expert replied 1 month ago

ok, try this:

Delete it again completely from device manager, delete it completely from Windows bluetooth, go into control panel, administrative tools, services and stop all services that have bluetooth in their name, but don't disable them. Next check in programs, also through control panel, and delete any programs related to the mouse. Next go into control panel, user account control settings and slide the slider all the way down to the least setting. Reboot the computer. Go to device manager and at the top level have it scan for any system changes. It should load the bluetooth driver. Try pairing the mouse again, ensuring it is turned on and has fresh batteries. Also, you may want to use the receiver instead of the bluetooth that is built in.

Let me know how that goes.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Customer reply replied 1 month ago
Okay, thank you. I will try this when I get home from work tonight.
Computer technician: Sheri, Expert replied 1 month ago

Sounds good. Just reply and left me know once you try.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Computer technician: Sheri, Expert replied 1 month ago

Hi,

I just wanted to follow up and see how that worked for you.

Let me know.

Regards,

Sheri-Expert

Ask Your Own Computer Hardware Question
Was this answer helpful?
Ask Sheri Your Own Question
Sheri
Sheri
Sheri, Expert
Category: Computer Hardware
Satisfied Customers: 286
286 Satisfied Customers
Experience: Owner/Consultant at Computer Rescue, Inc.

Sheri is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

< Previous | Next >

Meet the Experts:

Russell H.

Russell H.

Computer Repairer

227 satisfied customers

Working to keep PC-type computers working since 1988.

Robert M.

Robert M.

Consultant

185 satisfied customers

20+ yrs. experience installing networks for small and large companies. Bachelor's degree in Computer Science.

Jess M.

Jess M.

Computer Support Specialist

174 satisfied customers

Computer Hardware Support Specialist for more than 10 years

DJ_T_Dogg

DJ_T_Dogg

Computer Hardware Engineer

173 satisfied customers

8+ years of experience in troubleshooting computer problems. A+ Computer Maintenance and Repair

Shefin

Shefin

Computer Hardware Engineer

129 satisfied customers

Working as Tech support specialist with a world famous computer manufacturer

Byron

Byron

PC Support Tech

123 satisfied customers

CCNA, A+, MCSE 11 years at a large law firm.

Chris L.

Chris L.

Support Specialist

115 satisfied customers

Certified Hardware expert with over 10 years experience.

< Previous | Next >

Related Computer Hardware Questions
Just bought a keyboard thru Apple in Adelaide, have placed
just bought a keyboard thru Apple in Adelaide, have placed my iPad in bracket, Bluetooth turned on. But nothing from keyboard- removed plastic tan nut cannot get it to turn on. Help please. … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,126 satisfied customers
All OK. Thanks much for your help. I have now learned that
All OK. Thanks much for your help. I have now learned that the M.2 is an SSD, too. I rated too fast to give you a $20.00 bonus. How can i do so now? Again thanks much.***@******.***… read more
Josh
Josh
It Support Specialist
Associate Degree
5,145 satisfied customers
My microphone allows me to hear but I can not be heard. I
My microphone allows me to hear but I can not be heard. I discovered this when using skype … read more
Samuel Kresslein
Samuel Kresslein
Associate\u0027s Degree
262 satisfied customers
I have a blue screen and my hard drive has been wiped. I'm
I have a blue screen and my hard drive has been wiped. … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,126 satisfied customers
Is this a free service? I have a question regarding
I have a question regarding recovering a deleted file from a Micro P2 Card. … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,322 satisfied customers
Why can't i move around my files or change folder names.
why can't i move around my files or change folder names … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,322 satisfied customers
I have a type+ for my iPad Air 2. Can I replace the battery.
I have a type+ for my iPad Air 2. Can I replace the battery. It's over a year old … read more
Josh
Josh
It Support Specialist
Associate Degree
5,145 satisfied customers
My kindle is frozen. I already restarted it I plugged it in
My kindle is frozen. I already restarted it I plugged it in it's still frozen … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,322 satisfied customers
My Facebook disappeared I'm trying to get it back, and it
My Facebook disappeared I'm trying to get it back, and it has been loading for 5 days. I have an Apple air ipad … read more
Josh
Josh
It Support Specialist
Associate Degree
5,145 satisfied customers
My PC isn't recognizing my Iomega external hard drive. I
My PC isn't recognizing my Iomega external hard drive … read more
remoteITpro
remoteITpro
Systems Engineer / Sr Network Center Eng
Associate Degree
0 satisfied customers
How do I order a Qualcomm Atheros AR9285 wireless adapter
How do I order a Qualcomm Atheros AR9285 wireless adapter for my Samsung laptop computer. … read more
Josh
Josh
It Support Specialist
Associate Degree
5,145 satisfied customers
I currently own 4 of the Sandisk Clipsports, last month when
I currently own 4 of the Sandisk Clipsports, last month when the weather got very cold a couple of them quit working, I've tried to recharge them but they won't even come on when plugged in to the com… read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,126 satisfied customers
I downloaded windows 10 and my wireless keyboard and mouse
i downloaded windows 10 and my wireless keyboard and mouse doesnt work … read more
Shefin
Shefin
Computer Hardware Engineer
Engineering Diploma
129 satisfied customers
My brand new backbeat fit won't charge. light stay red for
my brand new backbeat fit won't charge. light stay red for hours … read more
Sheri
Sheri
Expert
286 satisfied customers
Error code 0xE0EF0500. Ideal as. 80UD. Lenovo ideal as
Started today. Have tried one step recovery, stops … read more
Josh
Josh
It Support Specialist
Associate Degree
5,145 satisfied customers
I have a LaCie d2 Quadra v3 USB 3.0 7200RPM 4 TB that I am
I have a LaCie d2 Quadra v3 USB 3.0 7200RPM 4 TB(###) ###-#### that I am using as a backup drive on my Mac. It is not powering up any more. what are my options ?… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,322 satisfied customers
Get a light blue screen saying having trouble starting up.
Get a light blue screen saying having trouble starting up. Tried all the instructions. Still says having trouble starting up. Had son-in-law start it up in dos. Looks like all content is ok still get … read more
Josh
Josh
It Support Specialist
Associate Degree
5,145 satisfied customers
I want to hook my magic to my phone.. Nothing I am going on
nothing I am going on vacation to cuba and I want to use my magic jack … read more
Russell H.
Russell H.
Computer Repairer
Vocational, Technical or Trade Scho
227 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x