Knowledge Base

Mouse Usage and Troubleshooting Guide



When your Wired USB, Wireless USB or Bluetooth® mouse is not working as it should, refer to the expanding section below that best matches the issue you are having and follow the instructions.

Suggested Quick Fixes:

  1. Reseat the USB cable or wireless USB receiver.
  2. When you have a wireless USB or Bluetooth mouse, install new batteries.
  3. Save any data, close any open program(s) and restart the computer.

  1. Locate the wireless USB receiver that came with your mouse.
    Note:

    When buying a keyboard or mouse with a computer:

    • Look in every compartment of the box that the device(s) came in. The wireless USB receiver is small and can be easily over looked. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 1 to see the size and shape of the receiver.

    When buying a keyboard or mouse separately from a computer:

    • The wireless USB receiver will be under the keyboard when buying a keyboard or keyboard, mouse combination, and under the mouse when bought separately. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 2 for the typical location, size and shape of the receiver.
    Wireless USB Receiver
    Figure 1: Wireless Receive
    Wireless USB Receiver
    Figure 2: Wireless Receiver Location in Packaging

    When you cannot locate your wireless receiver after you have unpacked the devices, some mice and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboards, but they are not shipped in those locations.



  2. Insert the wireless USB receiver as shown in Figure 3.

    Wireless USB Receiver Placement
    Figure 3 : Wireless USB Receiver Insertion
    Notes:
    1. The receiver only goes in one way. When the connector does not seem to fit, adjust the angle or flip it over.
    2. When using the receiver that came with the mouse no configuration is needed.

  1. Look at the connector on the end of the USB mouse cable.

  2. Look for a matching port and USB symbol on the notebook. For more information, refer to Figure 1.


    Figure 1: USB Port Locations
    Note: The connector only goes in one way. When the connector does not seem to fit, adjust the angle or flip it over.

To Pair or Re-pair the Bluetooth mouse to the computer, refer to the Dell Knowledge Base article Fix, Connect to and Learn About Bluetooth.

Note: The following steps applies to all brands of wired USB mice.
  1. Reseat the wired USB mouse cable into the USB port.


  2. Make sure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, refer to the How to Clean Your Mouse section.


  3. Make sure the surface you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).


  4. Try the wired USB mouse in another USB port on the computer. A notice that drivers are being installed may appear; if so, wait until a message that the drivers were installed before you use the mouse.


  5. Try another wired USB mouse, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.


  6. Save any data, close any open program(s) and restart the computer. When you do not have another mouse or touchscreen, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.


  7. When the mouse still does not work after following the preceding steps, refer to the Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
    Notes:
    • The test will determine if a wired USB mouse is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the wired USB mouse from working. You can use a restore point to return the OS to a previous state when the mouse worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

  1. Make sure to use the wireless USB receiver that came with your wireless mouse. Using another receiver may mean it uses another technology and it will not be compatible with the mouse. For more information on the latest technology offered by Dell, refer to Dell Knowledge Base article How to use the Dell Universal Pairing. For products that are labeled Logitech , please browse to the Logitech Downloads Site for drivers and software.
    Note:

    When buying a keyboard or mouse with a computer:

    • Look in every compartment of the box that the device(s) came in. The wireless USB receiver is small and can be easily over looked. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 1 to see the size and shape of the receiver.

    When buying a keyboard or mouse separately from a computer:

    • The wireless USB receiver will be under the keyboard when buying a keyboard or keyboard, mouse combination, and under the mouse when bought separately. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 2 for the typical location, size and shape of the receiver.
    Wireless USB Receiver
    Figure 1: Wireless Receive
    Wireless USB Receiver
    Figure 2: Wireless Receiver Location in Packaging

    When you cannot locate your wireless receiver after you have unpacked the devices, some mice and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboards, but they are not shipped in those locations.



  2. Make sure the mouse is within 10 feet (3 meters) of the computer.


  3. Reseat the wireless USB receiver into the USB port.


  4. Reinsert the batteries or install fresh batteries. For more information on how to install the batteries, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.


  5. Make sure the mouse is turned on; refer to Figure 3 for an example on what the power button may look like. For more information on where the power switch is, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
    Wireless USB Mouse On Switch or Wireless USB Mouse Power Button
    Figure 3: Power Button Examples


  6. Your receiver and mouse may have a connect button: if so, press the connect button on the receiver and on the bottom of the mouse. Refer to Figure 4 for an example.

    Figure 4: Wireless Mouse Connect Button Location


  7. Make sure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, refer to the How to Clean Your Mouse section.


  8. Make sure the surface you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).


  9. Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    Note: When using a wireless USB mouse with a connect button, make sure to press the connect button on the receiver and on the bottom of the mouse again.


  10. Try another wireless USB mouse and receiver, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    Note: When using a wireless USB mouse with a connect button, make sure to press the connect button on the receiver and on the bottom of the mouse again.


  11. Save any data, close any open program(s) and restart the computer. When you do not have another mouse or touchscreen, you may have to hold the power button down for at least 15 seconds to turn the computer off and you will lose any data not saved.


  12. When the mouse still does not work after following the preceding steps, refer to Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
    Notes:
    • The test will determine if the wireless USB mouse receiver is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the USB wireless mouse from working. You can use a restore point to return the OS to a previous state when the mouse worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

  1. Reinsert the batteries or install fresh batteries. For more information on how to install the batteries, refer to the document that came with the Bluetooth mouse or browse to the Keyboard and Mouse Manual page for the manual.


  2. Make sure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, refer to the How to Clean Your Mouse section.


  3. Make sure the mouse is within 10 feet (3 meters) of the computer.


  4. Make sure the surface you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).


  5. Save any data, close any open program(s) and restart the computer. When you do not have another mouse or touchscreen, you may have to hold the power button down for at least 15 seconds to turn the computer off and you will lose any data not saved.


  6. Install the latest Bluetooth drivers for your computer. For more information, refer to the Dell Knowledge base article How do I download and install a device driver?
    Notes:
    • The driver will be located in the Network category.
    • For additional drivers and software on products that are labeled Logitech , please browse to the Logitech Downloads Site.


  7. Re-pair the mouse to the computer. For this information and more on Bluetooth mice and keyboards, refer to the Dell Knowledge base article Fix, Connect to and Learn About Bluetooth.

Note: The following steps applies to all brands of wired USB mice.
  1. Make sure there is nothing preventing the mouse buttons from moving. Most mouse buttons make a clicking noise when pressed down all the way.


  2. Reseat the wired USB mouse cable into the USB port.


  3. Try the wired USB mouse in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.


  4. Try another wired USB mouse, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.


  5. Save any data, close any open program(s) and restart the computer. When you do not have another mouse or touchscreen, you may have to hold the power button down for at least 15 seconds to turn the computer off and you will lose any data not saved.


  6. When the mouse still does not work after following the preceding steps, refer to Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
    Notes:
    • The test will determine if a wired USB mouse is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the wired USB mouse from working. You can use a restore point to return the OS to a previous state when the mouse worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

  1. Make sure there is nothing preventing the mouse buttons from moving Most mouse buttons make a clicking noise when pressed down all the way.


  2. Make sure to use the wireless USB receiver that came with your wireless mouse. Using another receiver may mean it uses another technology and it will not be compatible with the mouse. For more information on the latest technology offered by Dell, refer to Dell Knowledge Base article How to use the Dell Universal Pairing.
    Note:

    When buying a keyboard or mouse with a computer:

    • Look in every compartment of the box that the device(s) came in. The wireless USB receiver is small and can be easily over looked. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 1 to see the size and shape of the receiver.

    When buying a keyboard or mouse separately from a computer:

    • The wireless USB receiver will be under the keyboard when buying a keyboard or keyboard, mouse combination, and under the mouse when bought separately. The receiver will have a informational tag attached to help you locate the receiver. Refer to Figure 2 for the typical location, size and shape of the receiver.
    Wireless USB Receiver
    Figure 1: Wireless Receive
    Wireless USB Receiver
    Figure 2: Wireless Receiver Location in Packaging

    When you cannot locate your wireless receiver after you have unpacked the devices, some mice and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboards, but they are not shipped in those locations.



  3. Make sure the mouse is within 10 feet (3 meters) of the computer.


  4. Reseat the wireless USB receiver into the USB port.


  5. Reinsert the batteries or install fresh batteries. For more information on how to install the batteries, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.


  6. Make sure the mouse is turned on. Refer to Figure 3 for an example on what the power button may look like. For more information on where the power switch is, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
    Wireless USB Mouse On Switch or Wireless USB Mouse Power Button
    Figure 3: Power Button Examples


  7. Your receiver and mouse may have a connect button; if so, press the connect button on the receiver and on the bottom of the mouse. Refer to Figure 4 for an example.

    Figure 4: Wireless Mouse Connect Button Location


  8. Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    Note: When using a wireless USB mouse with a connect button, make sure to press the connect button on the receiver and on the bottom of the mouse again.


  9. Try another wireless USB mouse and receiver if available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    Note: When using a wireless USB mouse with a connect button, make sure to press the connect button on the receiver and on the bottom of the mouse again.
  10. Save any data, close any open program(s) and restart the computer. When you do not have another mouse or touchscreen, you may have to hold the power button down for at least 15 seconds to turn the computer off and you will lose any data not saved.


  11. When the mouse still does not work after following the preceding steps, refer to Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
    Notes:
    • The test will determine if the wireless USB mouse receiver is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the USB wireless mouse from working. You can use a restore point to return the OS to a previous state when the mouse worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.
  1. Make sure there is nothing preventing the mouse buttons from moving, most mouse buttons make a clicking noise when pressed down all the way.


  2. Reinsert the batteries or install fresh batteries. For more information on how to install the batteries, refer to the document that came with the Bluetooth mouse or browse to the Keyboard and Mouse Manual page for the manual.


  3. Make sure the mouse is within 10 feet (3 meters) of the computer.


  4. Make sure the mouse is turned on. Refer to Figure 1 for an example on what the power button may look like. For more information on where the power switch is, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
    Wireless USB Mouse On Switch or Wireless USB Mouse Power Button
    Figure 1: Power Button Examples


  5. Save any data, close any open program(s) and restart the computer. When you do not have another mouse or touchscreen, you may have to hold the power button down for at least 15 seconds to turn the computer off and you will lose any data not saved.


  6. Install the latest Bluetooth drivers for your computer. For more information, refer to the Dell Knowledge Base article How do I download and install a device driver?
    Note: The driver will be located in the Network category.


  7. Re-pair the mouse to the computer. For this information and more on Bluetooth mice and keyboards, refer to the Dell Knowledge base article Fix, Connect to and Learn About Bluetooth.
  1. Make sure the optical opening on the bottom of the mouse is clean. For more information, refer to the How to Clean Your Mouse section.


  2. Make sure the surface you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).


  3. Change the mouse settings to adjust the pointer speed.

    Click on the tab that matches the Operating System (OS) installed on your computer and perform the steps within that section to change the settings.

    1. In the Search box, type main.cpl.


    2. Touch or click main.cpl in the list of programs.


    3. Touch or click the Pointer Options tab.


    4. Move the slider under Select a Pointer Speed to adjust the cursor speed to the desired level.


    5. Touch or click OK.

    1. Press and hold the Windows (Windows Button) key, and then press the q key.


    2. In the Search box type, main.cpl.


    3. Click or touch main.cpl in the list of programs.


    4. Touch or click the Pointer Options tab.


    5. Move the slider under Select a Pointer Speed to adjust the cursor speed to the desired level.


    6. Touch or click OK.

    1. Press the Windows (Windows Button) key.


    2. In the search box, type Mouse.


    3. Touch or click Mouse in the list of programs.


    4. Touch or click the Pointer Options tab.


    5. Move the slider under Select a Pointer Speed to adjust the cursor speed to the desired level.


    6. Touch or click OK.

    1. Click Start.


    2. In the search box, type Mouse.


    3. Click Mouse.


    4. Click the Pointer Options tab.


    5. Move the slider under Select a Pointer Speed to adjust the cursor speed to the desired level.


    6. Click OK.


  4. Turn off the computer.


  5. Unplug any devices, including the following:
    • Speakers.
    • Printers.
    • Scanners.
    • Other USB devices, including a external keyboard.
    • USB flash drive or other external storage devices.


  6. Turn the computer back on and retest the cursor movement.
    • When the cursor does work correctly, attach one external device at a time and test the cursor movement to see which one may have caused the issue.


  7. When the mouse still does not work after following the preceding steps, refer to Dell Knowledge Base article Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes.
    Note:
    • The test will determine if the mouse is detected at a hardware level below the Operating System (OS). When it is detected, it means the OS or installed software is preventing the mouse from working. You can use a restore point to return the OS to a previous state when the mouse worked (in Windows 10 it is called refreshing the OS). If that does not work you may need to reinstall your OS. For more information, refer to Dell Knowledge Base article How To Restore or Reinstall Microsoft Windows on a Dell Computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another internet device, browse to the SupportAssist Pre-Boot System Performance Check page to submit the issue.

To clean the lens, perform the following steps:

  1. Turn off the computer and unplug the mouse.


  2. Look at the lens on the bottom of the optical mouse.
    • If you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag and dip it in isopropyl alcohol. It should be damp but not wet, and lightly clean the lens.

To clean the scroll wheel, perform the following steps:

  1. Turn off the computer and unplug the mouse.


  2. Look at the scroll wheel.
    • When you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and wipe the circumference of the wheel, cleaning away oily buildup and dirt.

To clean the lens, perform the following steps:

  1. Make sure the mouse is turned off and remove the batteries. For more information on where the power switch is and how to remove the batteries, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.


  2. Look at the lens on the bottom of the mouse.
    • If you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and lightly clean the lens.

To clean the scroll wheel, perform the following steps:

  1. Make sure the mouse is turned off and remove the batteries. For more information on where the power switch is and how to remove the batteries, refer to the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.


  2. Look at the scroll wheel.
    • When you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and wipe the circumference of the wheel, cleaning away oily buildup and dirt.

There may be times where the functions of the mouse buttons have accidently been changed, or you want to change them.

Click on the tab that matches the Operating System (OS) installed on your computer and perform the steps within that section to change the settings.

  1. In the search box type Mouse.


  2. Touch or click Mouse & touchpad settings (System settings).


  3. Under Select your primary button, use the drop down menu to select whether you want the Left or the Right button to be the primary button (the one that selects items).

  1. Press and hold the Windows (Windows Button) key, and then press the q key.


  2. In the search box type Mouse.


  3. Touch or click Mouse & touchpad settings.


  4. Under Select your primary button, use the drop down menu to select whether you want the Left or the Right button to be the primary button (the one that selects items).

  1. Press the Windows (Windows Button) key.


  2. In the search box type Mouse.


  3. Touch or click Mouse in the list of programs.


  4. Touch or click the Buttons tab.


  5. Touch or click to check the box next to Switch primary and secondary buttons, this will switch the function of the buttons.
    Note: The normal setting is for the box to be unchecked. When the function of the buttons are switched and you do not want it that way, uncheck the box.


  6. Touch or click OK.

  1. Click Start.


  2. In the search box type Mouse.


  3. Click Mouse.


  4. Click the Buttons tab.


  5. Click to check the box next to Switch primary and secondary buttons, this will switch the function of the buttons.
    Note: The normal setting is for the box to be unchecked, if the function of the buttons are switched and you do not want it that way, uncheck the box.


  6. Click Save.

  1. Reseat the USB cable into the computer.


  2. Save any data, close any open program(s) and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.


  3. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?.


  4. Make sure Windows has the latest updates. For more information, refer to Microsoft Knowledge base article Windows Update: FAQ.

  1. Reseat the wireless USB receiver into the computer.


  2. Save any data, close any open program(s) and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.


  3. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?.


  4. Make sure Windows has the latest updates. For more information, refer to Microsoft Knowledge base article Windows Update: FAQ.

  1. Save any data, close any open program(s) and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you will lose any data not saved.


  2. Make sure the BIOS is updated to the latest version. For more information, refer to Dell Knowledge base article What is BIOS and How to Download and Install the latest BIOS?.


  3. Make sure Windows has the latest updates. For more information, refer to Microsoft Knowledge base article Windows Update: FAQ.



Article ID: SLN305030

Last Date Modified: 08/17/2018 08:04 AM


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