Troubleshooting wireless and Bluetooth

keyboard issues
Applies to: Microsoft accessoriesWindows 10Windows 8.1 More

If you are experiencing issues with wireless or Bluetooth connections, here are some
troubleshooting steps to help resolve them.

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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.

Note

 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.

Note

If you still receive warnings after replacing the batteries, continue with the other solutions
provided in this article.

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 updates

1. On Windows 7 and Windows 8.1, press the Windows logo +R, type Control Panel,
select OK, select System and Security, and then select Windows Update.
2. Download and install any high-priority updates, and custom updates, especially those
related to hardware.

Note

For 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 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 or keyboard does not have its own
transceiver.

If your mouse or keyboard 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 or keyboard 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 KB811798.

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 KB953694.

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
Select Start > Settings > Devices > Bluetooth.
Windows 10
For some computers that have
Open Charm > Settings > Change PC settings > PC and
Windows 8.1 devices > Bluetooth.
For some computers that have
Select Start > Control Panel > Hardware and Sound >
Windows 7 Bluetooth Devices.
Click Start > All Programs > Toshiba > Bluetooth > Bluetooth
For some Toshiba computers
Settings.
See the documentation that was included with your computer or
Other computers
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 in the Settings app.
 2. If the unresponsive Bluetooth device is listed, select it and then select 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. In the Bluetooth program, wait until the Bluetooth device shows up in the list, select the
device, and then use the option to add a new 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, in the search box on the taskbar, type Control Panel, select Control
Panel from the search results, 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:

1. Select the Start button > Device Manager.

2. In Device Manager, select the arrow next to Bluetooth, and then double-click the
Bluetooth device.
3. Select the Power Management tab and then clear the Allow the computer to turn off
this device to save power check box.

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 KB2758967.

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 keyboards 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 Center Software is not up to date.

You can get the latest update by going to Device Software Downloads. Identify your keyboard in
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 the available
update, and follow the onscreen instructions.