Below are answers to our most commonly asked support questions for the popular Bluetooth Comfort Mouse. To reveal an answer, simply click on the question. If you need additional assistance please contact us at firstname.lastname@example.org.
For those of you that are new to Bluetooth and would like to understand how it works, look no further! Think of your integrated Bluetooth Radio as a Radio Tower and your Bluetooth Device as a car Radio, in reverse. The Radio Tower is the main input device into your computer while your Bluetooth Devices are transmitting information to the tower, your Bluetooth Radio. The commonality between these scenarios is that in both cases — the tower and your Bluetooth Radio — are the most important factors in determining how your devices are working and responding. Your car radio would not work properly if the radio station you were listening to had a bad transmission tower. The same is true of your computer if it has an improperly functioning radio due to faulty and outdated drivers — your paired devices will not work properly. This is why the most common causes for Bluetooth related performance issues on Windows Operating System are outdated system drivers.
Make sure if your system has an integrated Bluetooth Radio that you have the latest OEM drivers installed. These Drivers are available on your computer manufacturer’s site. We have a few of them listed here for quick access. Please note that Windows Update will not identify or install these drivers, they must be downloaded directly from your computer manufacturer’s support site.
We have some very good videos on Bluetooth Basics that are available on our Support Site:
Also we have some specific instructional and troubleshooting videos on pairing Bluetooth Keyboard and Mice to your PC or Mac:
See our Support Page FAQs for more information on how to update your computer’s Bluetooth Drivers or email email@example.com for further information.
The Goldtouch Mouse is a WHQL Certified, Plug and Play device. Windows will automatically detect the device and install the appropriate Microsoft drivers.
Please note that the Optional Goldtouch Dongle should only be used on systems that do not have native Bluetooth Support. Do not use the optional dongle if your machine already has Bluetooth support. A computer can only support one Bluetooth Receiver, as Bluetooth establishes a one-to-many relationship with multiple devices rather than one-to-one relationship that is typical with a 2.4Ghz wireless dongle.
Before you go to the pairing process, please validate that your computer has, or does not have, Bluetooth support. If your computer already has integrated Bluetooth and it is turned on — when you go to your Task Bar you see the Bluetooth Devices icon which looks like this:
If you don’t see this icon on the Task Bar then check within Control Panel under Device Manager. You will see an “OEM Bluetooth Radio” i.e Intel, Broadcom, etc. and Microsoft Bluetooth Enumerator. (When your system has a Bluetooth Dongle connected, you will see Generic Bluetooth Driver and Microsoft Bluetooth Enumerator.
Please check your computer manufacturer details if you are not sure whether your computer has Bluetooth Support.
Two things can cause the most common Bluetooth Issues, your Bluetooth Radio Drivers and your Power Management Settings. If you are experiencing jittery motion, lags, button responsiveness problems or other strangeness, that usually indicates the Bluetooth Radio Drivers on your system. If your devices randomly disconnect and will not re-connect without a system reboot or turning off and back on the peripheral devices, Power Management is the culprit. Power Management settings may also contribute toward lagging and unusual behavior if you are allowing your Bluetooth Radio to sleep. The 3 steps below outline Bluetooth Driver updates, pairing and Power Management Settings.
Validate current Bluetooth Radio Drivers and proper BT Radio function. To do this – Check your Device Manager settings in Control Panel.
You should see the following under Bluetooth Radios. If you are using a 3rd party Bluetooth Dongle you will see Generic Bluetooth Radio and Microsoft Bluetooth Enumerator. If your system has integrated Bluetooth you will see your “OEM/Bluetooth Radio Driver” rather than Generic Bluetooth Driver. In either case, you should see a Bluetooth Radio and the Microsoft Bluetooth Enumerator. Check the driver version under Driver Details.
Please note that Windows Update or Search for latest drivers will not identify the right OEM drivers for your system (i.e., Dell, Lenovo, HP, etc). Therefore clicking Update Driver in Device Manager view will not identify the right OEM drivers for your system. Windows only looks to see if it has a better driver embedded in the original Windows install files or on Microsoft’s support site.
Make sure “Allow this computer to turn off this device to save power” is NOT checked on the Bluetooth Radio (Below)
- To Pair — Double click the Bluetooth icon on your Task Bar, OR, go to Bluetooth Devices in Control Panel.
- Turn the Mouse On.
- Press the Pairing Button on the bottom of the Mouse for 2-3 Seconds until the Red Sensor light is blinking to indicate pairing mode. You may or may not see a light blinking depending on lighting conditions. If you hold for 2-3 seconds, the mouse will be in pairing mode if turned on and batteries are inserted. A paper clip or pen tip works well for this purpose. The pairing button is recessed and very small to prevent pushing it by accident during normal operations, so you need something small to push it down.
- On your computer, click Add a device.
- Follow the instructions on the screen to add the Bluetooth device. NOTE-If your computer does not give you the option to set up without a pairing code, then enter 0000.
- Wait until your computer tells you that it has successfully installed the driver before doing anything with your mouse or keyboard. If you break the process before the device has been fully recognized and the drivers installed it will fail. Your computer will report, “The Device Has Been Successfully Installed” at that point you may proceed.
Device Manager\Mice and other pointing devices, Power Management settings.
Note you may see more than one mouse listed if your laptop or computer has an integrated mouse or another mouse attached…Make sure that all pointing devices under this section are set for Allow This Device to Wake the Computer…
If you are on Windows 10, you may not see the option for “Allow This Device to Wake the Computer” under Mouse and other pointing devices. Microsoft has changed the behavior of input devices for Windows 10 in some cases so they re-connect by default. If you are on Windows 7 or 8/8.1, you should see the option “Allow This Device to Wake the Computer” under the Mice and other pointing devices.
Make sure that Allow this device to wake the computer IS checked….
The buttons are programmable through the use of the native Windows mouse properties. Go to Control Panel\Mouse to access these features. The native operating system options provide very basic choices such as switching the primary and secondary button. If you need more granular options we recommend the use of third party software such as X-Mouse. Goldtouch cannot provide technical support for third-party software.
All our products are WHQL compliant so it is plug and play and utilizes native Microsoft Drivers. The mouse will show up in Device Manager as an HID-compliant mouse. Typically a device not staying connected is the result of Power Management settings, if the device is not set to Wake the Computer, it will become idle after sleep or hibernation mode and you will have to turn the device off and then back on to register. If this is happening, it is likely Power Management settings.
Below are instructions for configuring the Power management options for Windows 7, Vista and XP.
- Open the Mouse control panel.
- In Windows Vista or Windows 7, Click Start, type keyboard in the Start Search box, and then click Mouse in the Programs list.
- In Windows XP and earlier versions, click Start, click Run, type Control keyboard, and then click OK.
- Open the Mouse control panel item, 1.
- Click the Hardware tab, and then click Properties.
- Click the Change Settings button. Note This step requires Administrator access.
- Click the Power Management tab, and then verify that the, “Allow this device to wake the computer” is enabled.
- Click OK, and then click OK again.
Further Consideration for Mac Users using Mountain Lion or earlier versions of OSx.
Third-party wireless devices need to be added to user Favorites to re-connect to your Mac after re-starting, or Sleep/Hibernation modes. To do this, follow the steps below.
- Add the mouse to Favorites, Select device name in Devices section of Bluetooth System Preferences, Click the Add to Favorites button – which is available under the cog wheel looking icon, then a red, heart-shaped icon will appear in device’s listing.
- Also make sure under Bluetooth\Advanced that you have “Allow Bluetooth to Wake this Computer” checked.
In most cases these jittering issues are the result of an older Bluetooth Receiver/Radio Drivers, particularly those dating to 2010 or earlier. We use the very latest Bluetooth Chip in the mouse and it is very stable across platforms, however, its performance is still contingent upon the client side drivers. Check your computer manufacturer’s website (we link to some of the most popular sites here) to determine whether you have the latest Bluetooth Drivers, and, we strongly recommend updating the Bluetooth Driver to the latest version. Please reboot your system after driver installation.
If you are using our Optional Bluetooth Dongle, this step in not necessary as the dongle utilizes native Microsoft Drivers for the Broadcom 2.0 Dongle. These drivers are kept up to date by Microsoft and delivered via Windows Update.
This problem is typically the result of interrupting the driver installation process during pairing. If this happens, remove the mouse and re-pair the device. Make sure you give the driver update process enough time to complete.
If you have Windows 7 you should be seeing the installation process spinning away on the Task Bar, then Bluetooth configuration will run on some machines depending on their specific BT driver, and then the mouse will be ready to use. This process can take from 30-60 seconds to complete.
You may also need new batteries.
You may want to look at the mouse pad surface or check whether the mouse is being left flat on the mouse pad when not in use. If the mouse is either hanging over the edge of the mouse pad or placed in an angled position where part of the mouse was on the mouse pad and the other part was resting on the desktop, then the mouse will not sleep. A shiny, reflective surface such as glass can also significantly reduce the battery life due to reflections confusing the sensor. Even a shiny mouse pad… The Bluetooth works well on the Goldtouch Mouse pad.
The mouse will go into sleep mode within several seconds of detection that the sensor is not receiving new data, i.e. the mouse is not moving. If the sensor is unable to detect that it is in a stationary position due to the conditions mentioned above, then the sensor will continue looking for a surface to refer to rather than go into sleep mode. Thus, reducing battery life from months to days…
When traveling with the mouse it is best to shut the power off. Like with a reflective surface, if the mouse is not able to focus on a surface in your travel bag, it will continue searching for a suitable surface to focus on rather than going into Sleep mode.
- Windows XP
- Windows Vista
- Windows 7
- Windows 8
- Windows 10
- Windows Server 2003, 2008 and 2012
- Mac OS X 10.4 and later