Arc Touch Mouse Scroll stops working

Hi,

I'm using Win 7 (32 bit) with the MS arc Touch mouse software and drivers installed. Running on HP TX2 Touchsmart Tablet.

I'm facing a problem with my mouse with regards to the scroll function.

After "switching on" the mouse, there is a green led light and everything seems to work. The green LED then disappears, presumably to save battery.

However, after a short period of time, the scroll function will not work at all. There is no scroll "feedback" felt from the scroll strip either. But when I flatten the mouse and turn it back on again, everything works as per normal.

But after some time, the same problem resurfaces. Then, I have to turn the mouse off and back on again. Sometimes, the scroll function "turns" itself back on automatically. But most of the time, it just stops working altogether.

This is very irritating. It seems nobody else have encountered this issue.

Please help!!

Hi Mike,

I have the same problem as everyone else. Scrolling stops working, so I fold the mouse down, then up again, to reset it and pair it again with my Surface Pro 3. Then, scrolling works again for a little while, and stops, requiring another mouse reset, etc. I've tried un-pairing it to the Surface and then pairing it again, using different batteries, and playing with mouse settings, all to no avail.

I originally purchased my Arc Touch Surface Edition mouse from Best Buy as an "open box" item, which means that someone had previously purchased it but returned it a short time later. The store gives a 5% discount for such items, so I decided to purchase it to see how it would compare to my Logitech t360 mouse. I prefer the Arc Touch mouse; it's easier to hold and I like that it's flat when turned off. It's easier to put into small cases, much easier to hold and move, and less slippery than the t360. The t360 constantly needs to be charged. The Arc Touch is a lot better in that regard.

After buying the Arc Touch, I assumed that it would work and that I didn't need any of the packaging, so I through it out. I didn't use it much for the first couple of weeks that I had it, but once I began using it, I experienced the scrolling problem constantly. Today, I happened to be near a Microsoft retail store, so I decided to ask them about the problem.

As soon as I told them that I'd purchased the mouse at Best Buy, they said that they couldn't help me and that I should call 1-800-MICROSOFT. When I called, I got through to a guy who told me I'd reached the wrong department, and said that he'd transfer me to the right one. In doing so, he somehow disconnected me. I called back and spoke with a second person, who logged an issue and gave me the issue number for reference. She told me to take it back to Best Buy and that they should be able to replace it. She said that I should give them the issue number to refer to, if they needed it.

When I took it back to Best Buy, a woman in their customer service department said that because it had been more than 15 days since I'd purchased it, and Best Buy doesn't have an agreement with Microsoft on warranties for the mouse, they couldn't do anything. I called 1-800-MICROSOFT again, and their automated call routing system misdirected my call. The guy that I spoke with transferred me to the right department.

When I spoke with a fellow named Ruben, I explained the problem, he e-mailed me, I replied with a link to this thread, and he told me that they'd replace the mouse and FedEx me one within 5 to 8 business days. From start to finish, it took me about 3.5 hours to get Microsoft to agree to replace the mouse.

While I agree that this isn't a software problem, but a hardware flaw, I'm not sure if it's mechanical or electrical. It might be a flawed haptic actuator. Because customers have experienced this for over four years now, Microsoft's hardware engineers must know about it. Perhaps it's not a design flaw, but a sporadic manufacturing flaw that causes some of the mice to exhibit this problem, and they haven't been able to fix the manufacturing problem or fixing it would cost more than to just risk it and replace any defective mice reported by users. I suspect that a lot of users don't want to deal with the inconvenience and Microsoft never hears from them.

Whatever's going on, it's a shame that Microsoft hasn't publicly acknowledged the problem, because there are lots of reports about it from many different users across various countries. I really hope that when I get the replacement mouse, it'll work. If not, I'll have to give up on the Arc Touch mouse and revert to using either the Surface's trackpad or my Logitech t360 mouse.

Best Wishes,

Steve

Just want to reply to point out to Microsoft that this fault is STILL HAPPENING. I'm in Australia and bought the arc touch mouse surface edition late 2014 and have to reset the damn thing at least twice a day because the scroll strip stops working, or only scrolls one line at a time as my finger passes over the halfway point (no it isn't set to scroll one line at a time, I can normally get 5 to 6 "clicks" on a full pass over the strip). So the product currently on shelves still has this issue FOUR YEARS after the first post on this forum and at least one device refresh later.

The silence is disgusting, especially considering that they have recently refreshed the device for the surface 3 and didn't bother to even look at these issues. PLEASE TALK TO US, I don't care if the problem is because we are doing something wrong and you don't want to embarass us or something, WE WANT TO HEAR FROM MICROSOFT!!!!!!!!!!! Even if there is a design fault you would look better being honest with us and telling us rather than keeping quiet and pretending the problem doesn't exist, I know I won't buy another microsoft product if this is what I can expect from them when things go wrong.

I have half a mind to grind this thing into powder, maybe I should then send it to redmond, who knows they might get the hint and do something.

PS: for anyone looking for a small bluetooth mouse have a look at the Logitech t630, it's flatter than the arc but it's rechargeable, the scroll never locks up and as the whole mouse is a touchpad it's much easier to scroll with. I went for the arc as it has real left / right buttons (the logi has one and uses touch to work out what "button" you're pressing, similar to the wedge) and works better on soft surfaces but I'm now willing to take that small inconvinience as it works flawlessly.

Well, this is depressing!

Microsoft:  Where are you?

After visiting a MS Store yesterday and purchasing the Surface Pro3 with all of the accoutrements; LG widescreen, docking station, wireless keyboard, "Arc Touch", etc., I also encountered the dreaded scroll-fail issue with the "Arc Touch" right out of the box...

With so many complaints, this is obviously a known issue by MS, but their refusal to acknowledge it makes me want to return the whole lot of this ****.

What's the point of this "Answer" forum if they're going to remain mute?

Hello,

I have the same problem.

The mention solutions from above (including the last one) do not solve the problem.

Unbelievable for a mouse that costs nearly 70€