Troubleshooting: Keyboards

Troubleshooting wireless and Bluetooth® issues

Check and reset power


Check the batteries (rechargeable)


Try charging the device. It may take an hour or more to fully charge your device. See the documentation that is included with the device.


Notes


  • The software may provide low battery warnings. However, the battery status may not be accurate if a wireless connection problem exists. If you still receive warnings after replacing the batteries, continue with the other solutions provided in this article.
  • Some rechargeable batteries may also need to be replaced. For information about the batteries, see the documentation that is included with the device.

Check the batteries (non-rechargeable)


  1. Make sure that you have installed the correct type of batteries in the device. For information about the batteries, see the documentation that was included with the device.
  2. Replace all the batteries with new batteries.

Reset the power to the device


  1. If your device has a power switch, turn the device off.
  2. If your device has removable batteries, remove the batteries and reinstall them. Make sure that they are positioned correctly.
  3. If your device has a power switch, turn the device on.

Check for software updates


Check for Windows updates


  1. On Windows 7/8/8.1, press “Windows”+”R”, enter “Control Panel”, click OK button, click System and Security, click Windows Update.
  2. Download and install any high-priority updates, and custom updates, especially those related to hardware.
  3. On Windows 10, the system will install important updates automatically.

Check the USB connection between the computer and the transceiver


Unplug and re-plug the transceiver.


  1. Unplug the wireless transceiver and then plug it in again.
  2. If the wireless transceiver is plugged into a USB hub, unplug the hub and then plug it in again.

Connect the wireless transceiver to another port on the same computer.


  • If you have multiple USB ports, plug the wireless transceiver into a different USB port on the same computer.
  • If the wireless transceiver is plugged into a USB hub:
    1. Plug the hub into a different USB port on the same computer.
    2. Make sure that you are using a powered hub that is appropriate for high-powered USB devices.
    3. Try plugging the wireless transceiver directly into a USB port on the computer.

Refresh the wireless connection


Connect all other Microsoft wireless devices.


  1. Press the button on the wireless transceiver.
  2. Press the Connect button on the underside of the device.

Optimize the signal


Check the placement of the wireless device.


The wireless transceiver and device must be situated correctly. Try the following solutions:


  • Place the wireless device closer to the wireless transceiver.
  • If you have a mouse and keyboard and they are both wireless, place them at an equal distance from the transceiver.
  • Turn the transceiver on its side or upside down.

Some wireless and non-wireless objects can cause interference with your wireless device. To prevent transceiver interference, avoid using your device near objects such as:


  • Wireless networking devices
  • Cordless and cellular telephones
  • Remote control toys
  • Microwave ovens
  • Cables running parallel to the wireless transceiver cables
  • Metallic surfaces in contact with the device
  • Other wireless pointing devices and transceivers

Setting up a Bluetooth device

You can use the following information to help you troubleshoot a problem with your Bluetooth wireless device (keyboard or mouse).

Check the connection between your computer and the Bluetooth transceiver


  • Make sure Bluetooth is on.

    If you are connecting your device by using an internal Bluetooth connection, make sure wireless connections are active. Many portable computers have a switch, a key, or a keyboard shortcut that activates the wireless connections.
  • Turn on Bluetooth on your computer if your mouse does not have its own transceiver. If your mouse does not include its own transceiver, your desktop, notebook, or portable computer must have a transceiver built into the computer or you must use a non-Microsoft external transceiver. How the mouse will connect to the computer by Bluetooth, and how to turn on Bluetooth, varies depending on how it is implemented on the computer. You may have to contact the computer manufacturer or the manufacturer of the Bluetooth transceiver to find out how to turn on Bluetooth on the computer and how to add a device to it.

Refresh the wireless connection to your Bluetooth device


  • Pair your Bluetooth device to your computer.
  • Re-establish a wireless link if your computer does not detect a Bluetooth-enabled Microsoft device If you try to use a Bluetooth-enabled Microsoft wireless keyboard or mouse and the input device does not work, it may be because your computer does not detect the device. To resolve this issue on a Windows computer, re-establish the wireless link with the computer. For more information, see Microsoft Support article 811798 at http://support.microsoft.com/kb/811798

Resolve a connection failure when the setup software cannot connect to a Bluetooth-enabled Microsoft device


During the installation process, if the setup software fails to connect to the device through a Bluetooth connection, you must change the transceiver to use a hardware-managed Bluetooth mode.


For more information, see Microsoft Support article 953694 at http://support.microsoft.com/kb/953694

Open the Bluetooth program


There are several versions of Bluetooth programs that help you connect your device to your Bluetooth wireless transceiver. See the documentation that was included with your computer or contact the computer manufacturer for information on how to use their program.

Hardware
Bluetooth software location
For some computers that have Windows 10
Click Start > Settings > Devices > Bluetooth
For some computers that have Windows 8.1
Open Charm > Settings > Change PC settings > PC and devices > Bluetooth
For some computers that have Windows 7
Click Start > Control Panel > Hardware and Sound > Bluetooth Devices.
For some computers that have Windows Vista
Click Start > Control Panel > Hardware and Sound > Bluetooth Devices.
For some computers that have Windows XP
Click Start > Control Panel > Printers and Hardware > Bluetooth Devices.
For some Toshiba computers
Click Start > All Programs > Toshiba > Bluetooth > Bluetooth Settings.
Other computers
See the documentation that was included with your computer or contact the computer manufacturer.

Note If your computer cannot detect a Bluetooth transceiver, the Bluetooth software will not be available in the Windows menus.

Establish a Bluetooth connection when a device is unresponsive


If the Bluetooth connection cannot be established, you may have to remove the unresponsive device from the system and then add it back.


  1. On your computer, open the Bluetooth program. The Bluetooth program is usually found either in Control Panel or the Settings app.
  2. If the unresponsive Bluetooth device is listed, select it and then click Remove device.
  3. To reconnect the device to your computer, press and hold the Connect button on the underside of the device for a few seconds. When the light on top of the device blinks red and green, the device is discoverable to other Bluetooth devices for 2 minutes.
  4. When the device is listed, select it, and follow the instructions to successfully connect the device.

Why there is a delay before a Bluetooth mouse responds after it has been inactive


To extend battery life, Bluetooth devices go into hibernation after 8-10 minutes of inactivity. It can take several seconds for the Bluetooth mouse to reconnect when you resume using it after this period of hibernation. As a result, you may notice a delay between the time that you use the mouse and the response on the screen.

Use other Bluetooth devices with the Microsoft Wireless Transceiver for Bluetooth


Bluetooth wireless technology lets you connect multiple compliant devices to your computer. You may be able to use other Bluetooth devices with the Microsoft Wireless Transceiver for Bluetooth, but this connectivity is not always supported by Microsoft.


For information about how to use other Bluetooth devices with the Microsoft Wireless Transceiver for Bluetooth, see the documentation that was included with the device.


For newer devices, download the latest version of the software from the Hardware Download Software Web page.

Connecting the Wedge Mobile Keyboard to a tablet PC


By default, the Bluetooth Wedge Mobile Keyboard pairs with most tablet PCs through secure simple pairing (SSP) with a passkey. Some tablets, however, may not support SSP well with a passkey.


In order to successfully pair your Wedge Mobile Keyboard to such a tablet, use the following alternative pairing mode.

Pair your keyboard through SSP without a passkey


  1. Press and hold the Fn key at the same time as you press and hold the Connect button located under the keyboard. After 3 to 5 seconds, a small light on the top of the keyboard will blink green and red alternately. This means that your keyboard is discoverable to your tablet within 6 minutes.
  2. On your tablet PC, from the Start menu, select Control Panel, and in Category view, locate Hardware and Sound.
  3. Select Add a device.
  4. When the keyboard is listed, select it, and follow the instructions to successfully pair your Wedge Keyboard with your tablet.

Note

If you want to pair your keyboard with a tablet or other computer that supports SSP with a passkey, press and hold the Connect button only.

Bluetooth Disconnection issue

If Bluetooth disconnects:
Right Click on Win Icon from Win10 task bar > Click on “Control Panel” >Device Manager >Find “Bluetooth” Hardware and expand > Get Bluetooth Module name and double click on it >Select Power Management from property window> Un-check “Allow the computer to turn off this device to save power.

A Bluetooth mouse or keyboard fails to reconnect after being left idle


After not using your Bluetooth mouse or keyboard for some time, you may not be able to use the device again without rebooting the system or turning your Bluetooth radio off and back on.


For more information, see Microsoft Support article 2758967 at http://support.microsoft.com/kb/2758967

The Keyboard fails to launch the calculator app using the application’s built in key.


If you are attempting to launch the calculator using your keyboard’s built in key, and the calculator either fails to launch, or launches behind other applications, it is likely an indication that your Mouse and Keyboard Centre Software is not up to date.


You can get the latest update by going HERE. From this list identify your keyboard from the list, or search for it in the search bar. Once you have identified your keyboard, tap or click on it to go to the available downloads page. Under "Software and Drivers", click on the available update, and follow the onscreen instructions.