Arc Touch Mouse Scroll stops working

Bought the Arc Touch and scrolling didn't work, loved the design and feel. Returned it and bought a new one, and same thing!  Went through all these potential fixes and nothing worked. Grabbed my friends (who inspired me to buy this one in the first place) and their mouse worked perfectly fine with the scrolling. Another defective unit, two in a row. This is extremely disappointing and really makes me doubt buying anything from Microsoft. Hopefully they can let me know what is going on or at least acknowledge they have a massive defect issue. This is about losing long term brand advocates now, not just this specific product.

I dug into this a little deeper and it seems like the culprit might be the double stick tape that is sandwiched between the scroll pad and the mouse.  The double stick tape is used to secure the scroll pad to the mouse.  I think what is happening is the double stick tape is acting like a conductor and causing the sensor strip underneath the scroll pad to "short out".  By popping out the scroll pad and then removing the double stick tape, this prevented the sensor from shorting out and the scroll functionality seems to be working great again.

Here's how to pop the scroll pad off.  From the top of the scroll pad, use your fingernail and push down on the pad.  From the side of the pad, use your fingernail to pry the pad off.  Caution!!! Pry from the top, there is a clip on top that unhinges to pop loose the pad.  It does not pop out at the bottom as that is where the sensor wires runs from.  Once you pop the sensor off the top, you should be able to see the double stick tape.  Again, use your fingernail to remove the double stick tape then once removed, snap the pad back down.  Turn your mouse off and on again.  It should be good to go.

Hope that helps...

 

Hello,

I have the same type of Arc Touch Mouse and I have the same problem - the touch strip sometimes works, sometimes doesn't. It's extremely annoying. I followed your instructions and removed the double stick tape. The mouse still works, however I don't know if it's any better after this. The touch strip should be extremely sensitive to touch but it often feels like it doesn't sense anything. I also noticed that if you press it down really hard it often starts to work... but only for a few minutes. I'll see if after removing the tape it gets any better or not. Just after a few minutes it feels the same, though.

Edit: Just after a few minutes I can confirm it doesn't work. Right after I do anything with the mouse (move or click) the strip stops working. Popping it open doesn't help either.

Mine does the same with multiple Windows 10 devices from surface pro to desktop.  Very aggravating Indeed!  I have a quick fix.   Just fold it and then unfold it and that seems to work for me.

When I leave the strip sensor open like your picture, it works briefly and then stops, meaning I have the same experience regardless of the senor strip being open or closed.

Batteries check out fine in my battery tester and I tried new batteries just to make sure.... no change- works briefly then stops working

I also tried the motor troubleshooting steps with the same result- works briefly and then stops

My Serial # 03020 523 6104872 21737  if it helps the product team troubleshoot a bad run.

What do you recommend I do with this one?

Try leaving the scroll sensor open like in my first photo and see if the scrolling still works.  When I have the scroll sensor open, the scrolling always works.  Use it like that for a couple of hours and see if it continuously work.  If it does, then it has something to do with that end of the sensor making contact with the plastic and causing a short.  If it does not work even if the scroll sensor is open, then it's probably something else. Batteries maybe or maybe it's that loose connection with the vibration motor I mention previously.  Maybe make sure that whole tab is covered up or use a thicker electrical tape.  I think the culprit is that end of the sensor that is causing the scroll to stop working.