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Microsoft BT 5000 mouse not pairing after Dell PC format reinstall

Hey guys,

After some whacky Windows 7 issues on a customer's Dell laptop which was stopping the PC being able to print (relating to print spoolers, etc), a data back-up/ Windows 7 format reinstall/ data restoration took place. If was done so with the Dell disk provided and all Windows updates seem to have taken since. With the printer issue now well-and-truly resolved, we now have another issue whereby the customer's Microsoft Bluetooth 5000 mouse won't work (in fact, it worked while I was there without me having to do a thing to pair it, but seems to have dropped off later that night after I left).

Initially, the customer said he tried to pair the mouse via devices and printers, but it would pop up for a second and then close. I refined that process with him, making sure he held the small button on the mouse down 'til the light on the mouse flashed, then tried to pair as he had, but that didn't work. I have also directed the customer:

- To Device Manager><BT DEVICE>>Power Management TAB to confirm the BT device isn't set to be automatically turned off by Windows to save power;
- to 'services.msc', then had him confirm BT Support Services was started and set to run automatically - it was.

The customer's wife has exactly the same mouse which she uses 4 feet away from his PC, and, while it works perfectly on hers, it won't pair to his machine either.

I have suggested to the customer that he installs the software from the disk he got with the mouse, but he claims he didn't receive any.

I'm not ruling out user error at this point, though this guy is an engineer and has displayed quite a bit of investigative skill so far.

Thoughts?
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Servant-Leggie
Asked:
Servant-Leggie
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1 Solution
 
Gerwin Jansen, EE MVETopic Advisor Commented:
Some thoughts that have helped other people are here. Maybe it'll help your client.
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Servant-LeggieAuthor Commented:
Sorry, gerwinjansen, but this solution didn't work. When trying to remove the password from both fields, it didn't want to work (it kept coming back with an error that, when closed, showed that the fields were still populated. I tried turning the BT service off, renning through the instructions and then turning back on, but the password field was still populated and we couldn't pair the BT mouse.

Currently stumped and frustrated!
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Gerwin Jansen, EE MVETopic Advisor Commented:
Hmm, have you seen this: http://sherylcanter.com/wordpress/2010/01/bluetooth-mouse-losing-connection-no-more/

and tries this first: http://support.microsoft.com/kb/952818

Is another wireless mouse working btw? Non BT I mean.
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Marc ZCommented:
Has he checked his batteries? From what I read bluetooth likes a full 1.5 volts, so if he is using rechargeable batteries, confirm the milliamps and volts.
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Servant-LeggieAuthor Commented:
gerwinjansen, yes, I have tried all these options but none have proven to work. Yes, the customer had borrowed (I believe) a wifi mouse and it works a treat, first time.

I'm not sure why this was working perfectly well before format reinstalling the OS on the Dell Inspiron N5010... I wonder what has happened there that may have caused this. I'm sending a link to the customer so he can download the latest drivers for this BT function- I'm hoping that will do the trick, even though I naturally did full and complete Windows drivers updates before redeploying.

myz10f4, he has two identical mice and neither works on this machine, while both work on his wife's (about 1-2 meters away from where he sits).
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Marc ZCommented:
has he tested with his wife's machine turned off? is it possible he's controlling his wife's machine and not his? I've read that the updated bluetooth drivers actually broke the logitech connection back a couple years ago. Perhaps he had the older drivers and blue tooth stack before your reinstall.  Here's the troubleshooting      page.
 http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/9714/section/troubleshoot/crid/403/lt_product_id/162/tabs/1,3,2,4,5/cl/us,en
and here is a page for support that has directions that have helped others with same issue.  http://forums.logitech.com/t5/Keyboards-and-Keyboard-Mice/Windows-7-Broadcom-Bluetooth-2-1-Update-MX5000-not-working/td-p/469295
Hope this can help.
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Servant-LeggieAuthor Commented:
mtz1of4, it's the Microsoft BT 5000, not the Logitech MX 5000, which he and his wife both have.

No, I haven't had him check his wife's PC specifically, but I'm sure his wife would have mentioned it as she has used at the same time. I will ask the question, anyway, and will let you know.
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Servant-LeggieAuthor Commented:
mtz1of4, I've had the customer turn off his wife's PC and try again- no change. He also didn't find anything regarding existing drivers on the application disks that came from Dell (I didn't think he would, but worth checking).

Any idea how we can resolve this? In other online forums I've tried, all the solutions they seem to find don't work here. Very frustrating (but moreso for our customer!)
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Marc ZCommented:
Ooops.  However, the troubleshooting should still apply.
I realize this can be frustrating especially when working from a distance, and also when we keep pointing you to other forums or posts, so I'll try to rehash what i have seen out there because we probably have both been reading the same online forums and me telling you to try stuff you already have tried will be even more frustrating.

1. Open the Bluetooth Menu on windows 7, and remove the mouse if it shows up as  connected device. Reboot machine and try to reconnect then, confirming the Mouse is in Connect Mode and IF you get a Enter Passkey, you should get a No Passkey option, select that.

2. Another option would be to confirm in services.msc the System Account to run Bluetooth Support in
from http://answers.microsoft.com/en-us/windows/forum/windows_7-hardware/bluetooth-notebook-mouse-5000-cannot-be-used-in/7c540aed-1199-4f5b-aaea-2182b27b7aef they had success changing the Log On As from Local Service to Local System

Divya R also had more troubleshooting on that page - it's the standard MS Support how to, so I'm not going to fully repeat it here. It didn't seem to help that person, but it might help you.

3. The third fix i found was actually getting the bluetooth drivers from Dell fixed their issue. However, quick question , is the Bluetooth built in to the laptop, or is he using a dongle?  Obviously you want to get the driver from whoever supplied the Bluetooth.
Looks from Microsoft site, they don't actually have any special drivers for this mouse at all, No Drivers at all for this mouse on their page Bluetooth OR Mouse drivers.
Hope some of these help.
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Servant-LeggieAuthor Commented:
mtz1of4, the customer has tried option 1 (no passkey requested) without result. We've previously tried the steps in option 2 given, but making the chance also produced no result.

The bluetooth is built into the Dell machine, yes - it isn't a USB transceiver.

We tried installing the latest drivers and that hasn't done the trick.

I am stumped - I would have thought one of these resolutions would have done the trick.
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Marc ZCommented:
Hmmm, built-in.  Perhaps the bluetooth card has hardware issue. Do you ever have access to his computer? Would you have a spare usb bluetooth dongle to plug in and test with?  Does his wife have a usb dongle or is hers built-in as well?  Since you have already confirmed the mouse works on different machine, the key is the laptop and unless you have another blue tooth device like a keyboard or headset to test, we can't confirm the bluetooth is working.
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Servant-LeggieAuthor Commented:
mtz1of4, I do have access to it, but only by appointment (so not at this moment). Because it was working perfectly well before the laptop's format reinstall, but only for a very small time afterwards, it definitely sounds like a software issue (though, I agree, thinks aren't always as they appear, especially with computers).

Both laptops are the same, so have native BT support off-the-shelf. Both use this, or his wife still does, anyway.

One thing which I do recall is that, before we format reinstalled Windows 7 onto his PC, there was a BT icon on the taskbar. I can confirm that it isn't there anymore and, in fact, wasn't there when I delivered the PC to him after the format reinstall, even though the mouse worked as soon as I switched it on and brought it within range of the laptop.

A hardware fault does seem far too coincidental, given the circumstances. His machine remains on his desk, too, so it's not as though he may have dropped it and caused it to break.
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Servant-LeggieAuthor Commented:
mtz1of4, by way of an update, the customer has gone away and will be back in November, at which time I'll be taking his machine for a couple of days to see if we can get this all nutted out. Failing that, if the BT hardware on the machine is faulty (which is TOO coincidental for me, given if failed only shortly after Windows 7 was reinstalled), I wonder if a small USB BT tranceiver will be the best way to work past this issue. I'll keep you posted on his return.
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Marc ZCommented:
Thanks,
As a side note of my own, and it may help you also.
I updated my own Bluetooth Stack from the MediaLink site and it finally gave my old USB BT Transceiver the A2DP that it required.  I believe the Key is to install the Driver BEFORE just plugging in the Bluetooth device, however on your Dell, it's built in, isn't it?  I know that when Windows tried to install the drivers for mine, it didn't work correctly.

I'm thinking now that you'll just have to install the bluetooth stack properly.  Once you have the comp, you should be able to make sure you have the correct Driver by looking at the "Network" listing here
http://www.dell.com/support/drivers/us/en/19/Product/inspiron-15-intel-n5010

One more thing. I just looked at the Dell N5010 Documentation and it mentions that the Wireless button/switch also controls the Bluetooth so you need to make sure that is turned on, as well.
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Servant-LeggieAuthor Commented:
Hi mtz1of4, thanks for those notes. I should be hearing from the customer upon their return in just under two weeks, so hope to be able to get my hands on the PC and sort it out then.

You are right to suggest that this laptop has the BT device in the PC itself- I'm sure troubleshooting would be much easier if it weren't, but what can you do?!

I look forward to getting this resolved soon and awarding you the appropriate points (assuming that your solution works ;p )

Talk soon
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Servant-LeggieAuthor Commented:
Hi mtz1of4, the customer has extended their holiday and will be back early next week. I will hopefully be taking delivery of their machine at this time and will, therefore have it in front of me and not be relying on instructions I giving him possibly being distorted like Chinese whispers...
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Servant-LeggieAuthor Commented:
Hi guys,

SUCCESS!!

gerwinjansen, it turns out that your original link actually DID offer the solution needed. When we (the customer & I) were originally looking at resyncing the BT mouse and Dell laptop, we were doing it incorrectly. Now, by myself and with time to look over the instructions more carefully, resyncing worked immediately. For what it's worth, I was originally pressing the button on the mouse to sync, then clicking Add to add the device to the PC. I did this in the reverese order and it worked straight away.

Thanks for this solution and thanks, too, mtz1of4 for all your help in ruling things out. For effort, I would award both of you points (mtz1of4 more), but as I must award points based on the solution, I must award them to gerwinjansen - I hope you understand, mtz1of4 .
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Marc ZCommented:
no worries. Glad things worked out.
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