Arc Touch Mouse Scroll stops working

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?

Hi Chris,

I feel for you. I went through three Arc Touch, Surface Edition Bluetooth mice before surrendering. It was always the same problem. Many customers thought that they'd found a fix, but invariably, everyone walked away exasperated and frustrated. Nothing worked.

Microsoft never formally acknowledged that there was a fatal defect, but the acknowledgement was tacit. When they released the Surface Arc Mouse, it actually worked. They must have discovered what the problem was and made sure that it didn't recur in their new design. 

It's Microsoft's false denials and lack of accountability to customers despite public reports from countless disappointed customers stretching back very many years that's so outrageous and completely unacceptable. Microsoft is a money-making machine that ultimately doesn't care about customers, most especially consumers, since the company makes its money primarily by selling to businesses. 

The company's approach to problems is to deny, then begrudgingly replace and hope for the best, until they can release a new hardware iteration and then sweep the old failures under the rug by neither selling nor supporting them and hoping that the din of the fiasco will recede in the marketing glow of the newly launched products. And I'm sad to say that they've gotten away with it!

If this were a $20 mouse, perhaps fewer customers would care, although Microsoft should always do the right thing. But this is an $80 mouse, plus sales tax! That's no small purchase. Microsoft should replace every Arc Touch, Surface Edition mouse with a free Surface Arc Mouse, own up to its past hardware failures, and apologize. 

Your time is valuable, and I worry that if you keep messing around with your mouse's hardware, you might not have anything to show for it except lost time and frustration. I wish you every success, but so far, no one here has been able to find a real solution. After a placebo period of a few days or weeks, the problem always reasserts itself. 

Good Luck,

Steve

Good call, I know I will never buy another Microsoft surface mouse even if there are no reported problems because I just don't trust the design, plus they've thrown the customers who do buy from them under a bus. Wrong me once shame on you, wrong me twice shame on me.

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.

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.