Troubleshoot Bluetooth devices

Applies to

Surface Book, Surface Pro 4, Surface Pro 3, Surface 3, Surface Pro 2, Surface Pro.

Applies to

Surface 2, Surface RT.

Applies to

Surface Pro 3, Surface 3, Surface Pro 2, Surface Pro.

Operating System:

If your Surface doesn’t recognise your Bluetooth keyboard, mouse, printer, headset or other device, or if the device doesn’t work consistently, here are some ways to fix the problem.


Solution 1: Check the batteries

Batteries in a Bluetooth® device will wear out after prolonged use.

  • If the device uses a built-in battery, make sure it has a full charge.
  • If it uses replaceable batteries, put in fresh batteries.

If you still have problems, continue to Solution 2.

Solution 2: Turn the Bluetooth device off and back on

  • Turn off the power on your Bluetooth device and then turn it back on again.

If that doesn’t help, try Solution 3.

Solution 3: Restart Bluetooth wireless connectivity

If your Bluetooth device doesn’t reconnect after a long period of idleness, try restarting Bluetooth wireless connectivity. Here’s how:

Step 1:  Swipe in from the right edge of the screen, or select Action centre Notifications icon in the taskbar.
Step 2:  Select Bluetooth to turn off Bluetooth, then select Bluetooth again to turn it back on.

If restarting Bluetooth wireless connectivity doesn't resolve the problem, try Solution 4.

Solution 4: Restart your Surface

  • Go to Start Windows button, and select Power > Restart.

If restarting your Surface doesn't resolve the problem, try Solution 5.

Solution 5: Check the compatibility of your Bluetooth device

To find out what's compatible, see the Windows Compatibility Centre.

If you have a Surface Pro, be sure to update from Windows 8 to Windows 8.1 or upgrade to Windows 10. See Update Surface from Windows 8 to Windows 8.1 or Upgrade to Windows 10 for details.

If your device is compatible but things still aren't working quite right, try Solution 6.

Solution 6: Make sure your Bluetooth device is paired with your Surface

Step 1:  Turn on your Bluetooth device and make it discoverable.
To learn how to make your device discoverable, check the info that came with the device or go to the manufacturer’s website.
Step 2:  Go to Start Windows logo, and select Settings > Devices > Bluetooth.
Your Surface will search for your Bluetooth device.
Step 3:  When your Surface finds your device, select it and select Pair.
Tips
  • When pairing a phone with your Surface, make sure your phone is unlocked and showing the Bluetooth settings screen.
  • If you don't know the PIN (sometimes called a pairing code) that some devices require for pairing, check the documentation for the device or look on the device itself.

If Bluetooth is on but the device doesn’t show up in the list of devices available for pairing, try Solution 7.

Solution 7: Make sure nothing is interfering with Bluetooth connectivity

Some objects can interfere with your Bluetooth wireless connection. Make sure you're not using your Bluetooth device near objects such as:

  • Wireless networking devices
  • Other wireless pointing devices
  • Cordless and mobile telephones
  • Remote-control toys
  • Microwave ovens
  • Metallic surfaces touching the mouse

Surface Pro 2: Bluetooth accessories may not work reliably on an aeroplane or near a large number of other Bluetooth and wireless devices.

If you've moved your Bluetooth device away from objects that might interfere with connectivity and you’re still having problems, go to Solution 8.

Solution 8: Install the latest updates for Surface and Windows

Installing the latest updates for your Surface and Windows can help fix issues with Bluetooth devices. With your device turned on and Bluetooth connected:

Step 1:  Go to Start Windows logo, and select Settings > Update & security > Windows Update.
Step 2:  Select Check for updates. If updates are available, select Details.
Step 3:  Select the updates you want to install, and select Install.
You may need to restart your Surface after the updates have installed.

If you still have problems, try Solution 9.

Solution 9: Run an automated troubleshooter

Run an automated, interactive troubleshooter. Here’s how:

Step 1: Open the Hardware and Devices Troubleshooter.
Step 2: In the File Download dialogue box, select Open and follow the on-screen instructions.

If your Surface doesn’t recognise your Bluetooth keyboard, mouse, printer, headset or other device, or if the device doesn’t work consistently, here are some ways to fix the problem.


Solution 1: Check the batteries

Batteries in a Bluetooth® device will wear out after prolonged use.

  • If the device uses a built-in battery, make sure it has a full charge.
  • If it uses replaceable batteries, put in fresh batteries.

If you still have problems, continue to Solution 2.

Solution 2: Turn the Bluetooth device off and back on

  • Turn off the power on your Bluetooth device and then turn it back on again.

If that doesn’t help, try Solution 3.

Solution 3: Restart Bluetooth wireless connectivity

If your Bluetooth device doesn’t reconnect after a long period of idleness, try restarting Bluetooth wireless connectivity. Here’s how:

Step 1:  Go to Start Windows button, and select Settings > Change PC settings > PC and devices.
Step 2:  Select Bluetooth.
Step 3:  Under Bluetooth, move the slider to Off and then back to On.

If restarting Bluetooth wireless connectivity doesn't resolve the problem, try Solution 4.

Solution 4: Restart your Surface

To restart your Surface:

  • Go to Start Windows button, and select Power > Restart.

If restarting your Surface doesn't resolve the problem, try Solution 5.

Solution 5: Check the compatibility of your Bluetooth device

To find out what's compatible, see the Windows Compatibility Centre.

Be sure to update from Windows RT or Windows RT 8.1 to Windows 8.1 Update 3. See Get Windows 8.1 RT Update 3 for details.

If your device is compatible but things still aren't working quite right, try Solution 6.

Solution 6: Make sure your Bluetooth device is paired with your Surface

Step 1:  Turn on your Bluetooth device and make it discoverable.
To learn how to make your device discoverable, check the info that came with the device or go to the manufacturer’s website.
Step 2:  Go to Start Windows button, and select Settings > Change PC settings > PC and devices.
Step 3:  Select Bluetooth.
Your Surface will search for your Bluetooth device.
Step 4:  When your Surface finds your device, select it and select Pair.
Tips
  • When pairing a phone with your Surface, make sure your phone is unlocked and showing the Bluetooth settings screen.
  • If you don't know the PIN (sometimes called a pairing code) that some devices require for pairing, check the documentation for the device or look on the device itself.

If Bluetooth is on but the device doesn’t show up in the list of devices available for pairing, try Solution 7.

Solution 7: Make sure nothing is interfering with Bluetooth connectivity

Some objects can interfere with your Bluetooth wireless connection. Make sure you're not using your Bluetooth device near objects such as:

  • Wireless networking devices
  • Other wireless pointing devices
  • Cordless and mobile telephones
  • Remote-control toys
  • Microwave ovens
  • Metallic surfaces touching the mouse

If you've moved your Bluetooth device away from objects that might interfere with connectivity but you’re still having problems, go to Solution 8.

Solution 8: Install the latest updates for Surface and Windows

Installing the latest updates for Surface and Windows can help fix issues with Bluetooth devices. With your device turned on and Bluetooth connected:

Step 1:  Go to Start Windows button, and select Settings > Change PC settings > Update and recovery.
Step 2:  Select Check now. If updates are available, select View details.
Step 3:  Select the updates you want to install and select Install.
You may need to restart your Surface after the updates have installed.

Surface RT: If you turned your Bluetooth off through the Bluetooth settings on your Surface, you may experience excessive battery drain. To fix this, you can run Windows Update manually (see the steps above). Or, turn Bluetooth back on. Here’s how:

Step 1:  Select Settings > Change PC settings > PC and devices.
Step 2:  Select Bluetooth > On.

If you still have problems, try Solution 9.

Solution 9: Run an automated troubleshooter

Run an automated, interactive troubleshooter. Here’s how:

Step 1:  Open the Hardware and Devices Troubleshooter.
Step 2:  In the File Download dialogue box, select Open, and follow the on-screen instructions.

If your Surface doesn’t recognise your Bluetooth keyboard, mouse, printer, headset or other device, or if the device doesn’t work consistently, here are some ways to fix the problem.


Solution 1: Check the batteries

Batteries in a Bluetooth® device will wear out after prolonged use.

  • If the device uses a built-in battery, make sure it has a full charge.
  • If it uses replaceable batteries, put in fresh batteries.

If you still have problems, continue to Solution 2.

Solution 2: Turn the Bluetooth device off and back on

  • Turn off the power on your Bluetooth device and then turn it back on again.

If that doesn’t help, try Solution 3.

Solution 3: Restart Bluetooth wireless connectivity

If your Bluetooth device doesn’t reconnect after a long period of idleness, try restarting Bluetooth wireless connectivity. Here’s how:

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2:  Tap or click Change PC settings > PC and devices > Bluetooth.
Step 3:  Under Bluetooth, move the slider to Off and move it back to On.

If restarting Bluetooth wireless connectivity doesn't resolve the problem, try Solution 4.

Solution 4: Restart your Surface

To restart your Surface:

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2: Tap or click Power > Restart.

If restarting your Surface doesn't resolve the problem, try Solution 5.

Solution 5: Check the compatibility of your Bluetooth device

To find out what's compatible, see the Windows Compatibility Centre.

If you have a Surface Pro, be sure to update from Windows 8 to Windows 8.1. See Update Surface from Windows 8 to Windows 8.1 for details. Your Surface Pro 2, Surface Pro 3 or Surface 3 came with Windows 8.1 already installed.

If your device is compatible but things still aren't working quite right, try Solution 6.

Solution 6: Make sure your Bluetooth device is paired with your Surface

Step 1:  Turn on your Bluetooth device and make it discoverable.
To learn how to make your device discoverable, check the info that came with the device or go to the manufacturer’s website.
Step 2:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 3:  Tap or click Change PC Settings > PC and devices > Bluetooth.
Your Surface will search for your Bluetooth device.
Step 4:  When your Surface finds your device, tap or click it, and tap or click Pair.
Tips
  • When pairing a phone with your Surface, make sure your phone is unlocked and showing the Bluetooth settings screen.
  • If you don't know the PIN (sometimes called a pairing code) that some devices require for pairing, check the documentation for the device or look on the device itself.

If Bluetooth is on but the device doesn’t show up in the list of devices available for pairing, try Solution 7.

Solution 7: Make sure nothing is interfering with Bluetooth connectivity

Some objects can interfere with your Bluetooth wireless connection. Make sure you're not using your Bluetooth device near objects such as:

  • Wireless networking devices
  • Other wireless pointing devices
  • Cordless and mobile telephones
  • Remote-control toys
  • Microwave ovens
  • Metallic surfaces touching the mouse

Surface Pro 2: Bluetooth accessories may not work reliably on an aeroplane or near a large number of other Bluetooth and wireless devices.

If you've moved your Bluetooth device away from objects that might interfere with connectivity but you’re still having problems, go to Solution 8.

Solution 8: Install the latest updates for Surface and Windows

Installing the latest updates for Surface and Windows can help fix issues with Bluetooth devices. With your device turned on and Bluetooth connected:

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2:  Tap or click Change PC settings > Update and recovery.
Step 3:  Tap or click Check now. If updates are available, tap or click View details.
Step 4: Choose the updates you want to install and tap or click Install.
You may need to restart your Surface after the updates have installed.

If you still have problems, try Solution 9.

Solution 9: Run an automated troubleshooter

Run an automated, interactive troubleshooter. Here’s how:

Step 1:  Open the Hardware and Devices Troubleshooter.
Step 2:  In the File Download dialogue box, tap or click Open, and follow the on-screen instructions.

If your Surface doesn’t recognise your Bluetooth keyboard, mouse, printer, headset or other device, or if the device doesn’t work consistently, here are some ways to fix the problem.


Solution 1: Check the batteries

Batteries in a Bluetooth® device will wear out after prolonged use.

  • If the device uses a built-in battery, make sure it has a full charge.
  • If it uses replaceable batteries, put in fresh batteries.

If you still have problems, continue to Solution 2.

Solution 2: Turn the Bluetooth device off and back on

  • Turn off the power on your Bluetooth device and then turn it back on again.

If that doesn’t help, try Solution 3.

Solution 3: Restart Bluetooth wireless connectivity

If your Bluetooth device doesn’t reconnect after a long period of idleness, try restarting Bluetooth wireless connectivity. Here’s how:

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)

Tap or click Change PC settings > PC and devices > Bluetooth.

Step 2:  Under Bluetooth, move the slider to Off and move it back to On.

If restarting Bluetooth wireless connectivity doesn't resolve the problem, try Solution 4.

Solution 4: Restart your Surface

To restart your Surface:

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2:  Tap or click Power > Restart.

If restarting your Surface doesn't resolve the problem, try Solution 5.

Solution 5: Check the compatibility of your Bluetooth device

To find out what's compatible, see the Windows Compatibility Centre.

If you have a Surface RT, be sure to update from Windows RT to Windows RT 8.1. See Update Surface from Windows 8 to Windows 8.1 for details. Your Surface 2 came with Windows RT 8.1 already installed.

If your device is compatible but things still aren't working quite right, try Solution 6.

Solution 6: Make sure your Bluetooth device is paired with your Surface

Step 1:  Turn on your Bluetooth device and make it discoverable.
To learn how to make your device discoverable, check the info that came with the device or go to the manufacturer’s website.
Step 2:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 3:  Tap or click Change PC Settings > PC and devices > Bluetooth.
Your Surface will search for your Bluetooth device.
Step 4:  When your Surface finds your device, tap or click it, and tap or click Pair.
Tips
  • When pairing a phone with your Surface, make sure your phone is unlocked and showing the Bluetooth settings screen.
  • If you don't know the PIN (sometimes called a pairing code) that some devices require for pairing, check the documentation for the device or look on the device itself.

If Bluetooth is on but the device doesn’t show up in the list of devices available for pairing, try Solution 7.

Solution 7: Make sure nothing is interfering with Bluetooth connectivity

Some objects can interfere with your Bluetooth wireless connection. Make sure you're not using your Bluetooth device near objects such as:

  • Wireless networking devices
  • Other wireless pointing devices
  • Cordless and mobile telephones
  • Remote-control toys
  • Microwave ovens
  • Metallic surfaces touching the mouse

If you've moved your Bluetooth device away from objects that might interfere with connectivity but you’re still having problems, go to Solution 8.

Solution 8: Install the latest updates for Surface and Windows

Installing the latest updates for Surface and Windows can help fix issues with Bluetooth devices. With your device turned on and Bluetooth connected:

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2:  Tap or click Change PC settings > Update and recovery.
Step 3:  Tap or click Check now. If updates are available, tap or click View details.
Step 4:  Choose the updates you want to install and tap or click Install.
You may need to restart your Surface after the updates have installed.

Surface RT: If you turned your Bluetooth off through the Bluetooth settings on your Surface, you may experience excessive battery drain. To fix this, you can run Windows Update manually (see the steps above). Or, turn Bluetooth back on. Here’s how:

Step 1:  Select Settings > Change PC settings > PC and devices.
Step 2:  Select Bluetooth > On.

If you still have problems, try Solution 9.

Solution 9: Run an automated troubleshooter

Run an automated, interactive troubleshooter. Here’s how:

Step 1:  Open the Hardware and Devices Troubleshooter.
Step 2:  In the File Download dialogue box, tap or click Open, and follow the on-screen instructions.

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