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Symptoms

When you use one of the Microsoft wireless devices (keyboard, mouse, and so on) that are listed in the 'Applies to' section, the device may stop responding after several weeks of typical use, or you receive the following message:

The wireless mouse signal quality is low. If you cannot navigate with either your wireless keyboard or mouse, you may need to connect a wired device to continue.

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If your device is working correctly but you continue to receive the low signal error message, click to select the Do not show this again check box in the message window.
Note This article discusses how to resolve problems that are related to many non-Bluetooth Microsoft wireless mouse and keyboard devices. Wireless devices differ from Bluetooth devices. A wireless device has a symbol that resembles a tree branch displayed on the USB connector/receiver or on the hardware itself.

Cause

This problem may occur if one or more of the following conditions are true:

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  • The batteries that you are using are rechargeable.

  • The batteries that you are using are low in power.

  • The receiver is plugged into a port that is not working.

  • The wireless device that you are using has trouble synchronizing with the receiver. There may be interference from other wireless devices.

  • The color of the wireless pointing device pad is preventing the wireless pointing device from suspending itself.

  • There may be a connection problem in the battery compartment or on the recharge base.

Resolution

To troubleshoot problems that affect Microsoft wireless keyboards and wireless mouse devices, use the following methods in the order in which they appear.

Method 1: Install the IntelliPoint or Intellitype software

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To download and install the latest version of the IntelliPoint or Intellitype software, follow these steps:

  1. Visit the following Microsoft website:

  2. In the Select a type of product list, select your device.

  3. In the remaining list boxes, select the appropriate options.

  4. Click Go.

  5. Click the appropriate link to download the software for your device.

  6. Click Run this program from its current location, and then click OK.

  7. Follow the instructions that appear on the screen to install the software.

  8. Restart the computer.

If the problem continues to occur, go to the next method.

Method 2: Test the receiver for interference

To test the receiver for interference, try the following methods:

  • If your wireless device has a button to synch to the receiver, press the button to resynch the device by selecting a different channel. Devices that do not have this button are permanently synched to the receiver.

  • Experiment by putting the receiver in different positions. For example, turn the receiver upside down or on its side.

  • Make sure that the wireless device and the receiver are a minimum distance of three feet from any other wireless device.

  • Do not put the wireless pointing device, the wireless keyboard, or the receiver near any electrical devices, such as cordless telephones, cellular telephones, or other wireless pointing devices or receivers. We recommend that you maintain a distance of at least 8 inches between these devices.

  • Do not put the wireless pointing device, the wireless keyboard, or the receiver on metallic surfaces or objects, such as long metallic rails or cables. We recommend that you maintain a distance of three feet between the wireless pointing device and such metallic objects.

If the problem continues to occur, go to the next method.

Method 3: Test the surface of the wireless pointing device

The wireless pointing device may not work on surfaces that do not have visible detail or on surfaces that are reflective or glossy, such as glass. Additionally, the sensor may have difficulty in tracking on highly repetitive patterns, such as a magazine or newspaper photographs.
The following colors are known to cause difficulty in tracking for some mouse devices:

  • Red or colors that have a red base, such as brown, maroon, and purple

  • Flat black

  • Dark blue

  • White that contains blue lines (for example, the surface of notepaper)

  • Cyan

Note This information does not apply to devices that use the BlueTrack technology. Mouse devices that have BlueTrack technology should experience fewer problems than standard devices experience on most surfaces. To see a list of BlueTrack devices, visit the following Microsoft website:

http://www.microsoft.com/hardware/mouseandkeyboard/tracklanding.mspx If the problem continues to occur, go to the next method.

Method 4: Examine the battery status in Control Panel

To examine the battery status in Control Panel, follow these steps:

  1. Click Start, click Run, type main.cpl, and then click OK.


  2. On the Wireless tab, verify the status of the battery. If the status of the battery is Good, the batteries most likely do not have to be changed.

Note Not all devices have the Wireless tab. If your device does not have the Wireless tab, go to the next method.

Method 5: Replace the batteries (non-rechargeable device)

If the device is non-rechargeable, follow these steps:

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  1. Turn the device upside down, and then remove the battery compartment cover.

  2. Insert new batteries. Make sure that you align the positive and negative ends correctly, as specified by the battery compartment labels.

  3. Close the battery compartment cover.

Note Use only fresh, alkaline batteries. Do not use rechargeable or other kinds of batteries in a product that is not designed to use rechargeable batteries.
For more information about how to replace the batteries, see the documentation that is included with the product. If the problem continues to occur, go to the next method.

Method 6: Recharge the batteries (rechargeable device)

If the device is rechargeable, follow these steps:

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  1. Connect the device for recharging. Depending on the product, the connection point might be a 'dock' in which the device sits or it might be a cable to which the device connects.

  2. If the charging light turns red or flashes red after several seconds, follow these steps:

    1. Disconnect the device from the charging connection.

    2. Turn off the device.

    3. Remove the batteries from the device.

    4. Wipe the batteries by using a clean, soft cloth.

    5. Wait 10 seconds. Then, replace the batteries in the device.

    6. Turn on the device. Then try step 1 again.

  3. If the problem continues to occur, try one of the following additional steps:

    • If the device has an AC adapter for charging, try to use a different power outlet.

    • If the device charges through the USB port, try to use a different USB port. Preferred ports are those on the back of the computer.

    Note If the device includes rechargeable batteries, trying to recharge alkaline or other non-rechargeable batteries in the device causes the flashing red light condition. If alkaline batteries are used in the device, the device should not be recharged. The flashing red light condition can also occur if the spring that holds the battery is loose and does not hold the battery securely.

If the problem continues to occur, go to the next method.

Method 7: Check the connection

Verify that there is no connection problem. To do this, follow these steps:

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  1. Open the battery compartment, and then check for any obstructions or corrosion. Remove or clean the compartment if it is necessary.

  2. Check whether the batteries are inserted in the correct direction and whether there is a solid connection.

  3. If this is a rechargeable device, check the recharging base or cable for any loose connections, any obstructions, or any corrosion.

  4. If the devices has a battery detection switch, check whether the installed battery is too small to trigger the switch. You might be able to resolve this issue by wrapping a strip of paper around the battery to add thickness.

If the problem continues to occur, go to the next method.

Method 8: Try the device on another port

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To test the quality of the port connection, try the following methods:

  • Connect the device to a different USB port on your computer to eliminate any problems that are associated with a specific USB port.

  • Bypass any port replicators, USB hubs, KVM switches, and similar devices. Instead, connect the receiver directly to the USB port on the computer.

  • If you previously connected your device to a USB port on the front of the computer, try to connect the device to a USB port on the back of the computer. (The USB ports on the back of the computer usually have better bandwidth.)


If the problem continues to occur, go to the next method.

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Method 9: Disable the message

Note Use this method only if selecting the “Do not display this message” check box in the error message window does not prevent the message from reappearing.
If the wireless device is working correctly but the message window continues to be displayed occasionally, you can disable the message. To do this, follow these steps.

  1. Windows Vista
    Click Start , type dxdiag in the Start Search box, and then press ENTER.
    If you are prompted for an administrator password or for confirmation, type the password, or provide confirmation.
    Windows XP
    Click Start, click Run, type regedit, and then click OK.

  2. Locate and then click the following registry subkey.
    Note Intellipoint is the mouse software, and Intellitype Pro is the keyboard software.
    HKEY_CURRENT_USERSoftwareMicrosoftIntellipoint HKEY_CURRENT_USERSoftwareMicrosoftIntelliType Pro

  3. Click the Intellipoint folder to select it.

  4. Click Edit, click New, and then click DWORD.

  5. Right-click the new value, click Rename, type SuppressBatteryStatusMessages, and then press ENTER.

  6. Right-click SuppressBatteryStatusMessages, and then click Modify.

  7. In the Value data box, type 1.

  8. Click OK.

More Information

For more information about how to troubleshoot a wireless product, click the following article number to view the article in the Microsoft Knowledge Base:

838398 Troubleshoot response failures in wireless keyboard or mouse