Mice - Bluetooth

[domy86]

Hi,

I had this problem with my old V470 blue mouse and returned it to my dealer. Got the new V470 white mouse but the problem is present with new mouse too. What to do now? I'm very sad and disappointed...

Here is the old conversation with Logitech support...

Customer > 15/08/2008 06.56 PM

Hi,

I bought this nice mice today but have a lag problem every time I start a movement. It seems that the mouse go to sleep mode or power save. Is that a some kind of power management or what?

It's connected to HP Compaq 6715b notebook with latest Widcomm Bluetooth drivers and Bluetooth module works OK with other devices.

Tried to turn off integrated WLAN, other Bluetooth devices and radios but lag is still here. Can you help me?

Greetings from Osijek, Croatia.

Response > 15/08/2008 10.10 PM

Dear Domagoj,

Your incident request has reached the AMR Email Support team. We are currently supporting the end-users of Logitech products for America and Canada.

To better serve you, we have referred your issue to our European colleagues. A European Customer Service Specialist will be answering your e-mail within two business days. Please let us know if you do not receive a reply.

Thank you for using Logitech. Have a great day ahead.

Regards

Response > 16/08/2008 08.56 AM

Dear Mr. Domagoj,

Thank you for contacting Logitech's Electronic Technical Support.

I am sorry to learn that you are experiencing lagging issues with the Logitech V470 Bluetooth Cordless Mouse.

Please try the following steps to resolve this issue:

1. Make sure that you have connected the devices directly to your system and not through a pass-through device like switch boxes, extension cables, KVM (Keyboard Video and mouse combination) switches, port replicators, third party port adapters or converters and y-adapters

2. Ensure that you are using a fresh pair of batteries in the mouse

3. Try connecting the mouse to different ports on your system.

4. Try using the mouse in different applications

If the issue persists then delete the entries for the mouse from Device manager.

a. Right Click on My computer icon on the desktop and select properties.
b. Click on Hardware tab and select Device manager.
c. Check the entries for the Logitech Mouse and remove.
d. Check the entries for the Logitech Devices under USB and remove.
e. Unplug the device and restart the system

After restarting the system re-connect the mouse and check if the mouse is working properly.

If the issue persists then uninstall the Logitech SetPoint software and check if the mouse is working properly with the native drivers.

a. Open the Windows Control Panel.
b. Open the Add / Remove Programs Window.
c. Locate the listing for Logitech SetPoint and remove it.
d. Delete the folder (if present)

C:\Program Files\Logitech

Now check if the mouse is working properly with the native drivers.

If the issue persists then test the mouse on a different Bluetooth enabled system and write back to me with the results for further assistance.

Should you have any other queries, please do not hesitate to get back to me.

If you have any additional questions regarding your product, please feel free to visit our website at http://www.logitech.com

Kind Regards

Customer > 16/08/2008 01.45 PM

Hi,

Thank you for reply.

1. Yes, the device is connected directly to internal Bluetooth. There is no external adapters, boxes or similar.

2. Yes, I'm using a fresh pair of batteries bundled with mice.

3. I have only one Bluetooth device inside.

4. Tried, lag is present in all apps.

Also tried reinstaling drivers in device manager, uninstalling SetPoint and mice lags with Windows native drivers too.

Currently testing mice on different system...

Response > 17/08/2008 04.40 AM

Dear Mr. Domagoj,

Thank you for contacting Logitech's Electronic Technical Support.

Thank you for the information provided. Please test the mouse on a different system and check if the mouse is working properly. If the issue persists on another system then the mouse could be defective. Please return the device to your point of purchase (dealer) for an exchange during the warranty period.

If you find it difficult to exchange the device with the point of purchase, please write back to me with the following details:

- The M/N: of the product (Model Number)
- The S/N or PID number: of the product (Serial Number)
- The P/N: of the product (Part Number)
- Your Full Postal Address with area zip code & Daytime Telephone Number
- Dealer Name, Address & Telephone Number
- The reason Dealer did not exchange the product
- Purchase Date
- Proof of purchase. (Scan and attach the copy of the receipt as an attachment to this e-mail) make sure that the attachment is not more than 0.5mb.

If you do not have the receipt for the device, then send us the pictures of the device you are using with the reference number written on paper and kept next to the device as attachment to this e-mail. You will need to log in to your account on our website and attach the pictures here for us to view.

Please refer to the following steps to do so:

1. Login to the Logitech website (www.logitech.com)
2. Click on the Support and select Troubleshooting
3. Login to your account by clicking Login (in green)
4. Once logged in, click on My Stuff
5. Click on Questions and select Update
6. Attach the pictures and submit the query.

If you have any additional questions regarding your product, please feel free to visit our website at http://www.logitech.com

Kind Regards

Customer > 19/08/2008 12.11 PM

Dear sir,

I tested the mouse on different notebook (HP Compaq 6820s, internal Bluetooth too) and desktop PC (Bluetooth USB dongle) and problem is still here, with native Windows drivers and SetPoint too.

Don't know what to do now except returning the mouse to my dealer - they are informed about this problem.

Thanks for all...

Response > 20/08/2008 04.59 AM

Dear Mr. Domaagoj,

Thank you for contacting Logitech's Electronic Technical Support.

Thank you for the information provided. Please return the device to your point of purchase (dealer) for an exchange during the warranty period.

If you find it difficult to exchange the device with the point of purchase, please write back to me with the following details:

- The M/N: of the product (Model Number)
- The S/N or PID number: of the product (Serial Number)
- The P/N: of the product (Part Number)
- Your Full Postal Address with area zip code & Daytime Telephone Number
- Dealer Name, Address & Telephone Number
- The reason Dealer did not exchange the product
- Purchase Date
- Proof of purchase. (Scan and attach the copy of the receipt as an attachment to this e-mail) make sure that the attachment is not more than 0.5mb.

If you do not have the receipt for the device, then send us the pictures of the device you are using with the reference number written on paper and kept next to the device as attachment to this e-mail. You will need to log in to your account on our website and attach the pictures here for us to view.

Please refer to the following steps to do so:

1. Login to the Logitech website (www.logitech.com)
2. Click on the Support and select Troubleshooting
3. Login to your account by clicking Login (in green)
4. Once logged in, click on My Stuff
5. Click on Questions and select Update
6. Attach the pictures and submit the query.

If you have any additional questions regarding your product, please feel free to visit our website at http://www.logitech.com

Kind Regards

Customer > 27/08/2008 02.12 PM

Hi,

The problem is not solved yet. I have not returned the mouse to my dealer because I'm currently on business trip. Will be back soon...

Regards

[lix]

Although this is not a solution to your problem, you may want to check this thread too:

http://forums.logitech.com/logitech/board/message?board.id=bluetooth_mice&thread.id=2281

Anyhow, after reading your post, I am amazed at how incompetent these guys from the Logitech support are! It seems they are totally disconnected from what Logitech is doing: it is so obvious that this is a design problem with the V470, and they don't even realise it. They simply follow the script without any knowledge of the product. At the very least, they could have checked the issue with a real V470 mouse and asked the development & engineering department why it behaves as it does (all V470 mice are doing the same). I suspect that Logitech support is located somewhere in India while engineering thousands of kilometers away and have no connection whatsoever.

There is probably no solution to our problem with the V470, but hopefully for the next generation bluetooth mice, someone from Logitech (or for that matter, any other manufacturer) will come up with a better idea...

Message Edited by lix on 11-15-2008 01:49 AM

[SaZu]

My V470 behaves exactly as is explained in former posts and it has driven me crazy for last couple of weeks. Probably I will throw it through
the real window one of the next days. When pointer is not moved for a time it simply freeze for 4 to 5 seconds. In some aplications (like PowerPoint during show mode) poiter moves out of screen and also freeze.

But interesting, I have had similar problems at the beginning and they gone away after I've installed latest set point on may HP notebook. Problems returned few weeks ago after I've instaled software for my new Nokia smart phone (BTcommunication). However, all other BT devices work just fine on my NB. So there must be a problem in Logitech SW.

[lix]

Just an epilogue: I returned my V470 and bought a V550 nano (no Bluetooth though) and I'm much more happy with it. Until they don't solve the sleep problem in BT mice, I guess there is no deal with them.

[kromoz]

*BUMP*! Same here, annoying lag with my V470 after being moved from a few seconds idle. Please do something!

[sd999]

Guys this is indeed a powersave mode for the mouse, if you time it, its exactly the same everytime, and if you keep using the mouse, it won't hesitate. This is actually a great feature as the mouse batteries will last an extremely long time as even if you leave it on by accident it will actually "goto sleep".

Whats unfortunate is the customer service reps didn't even look this up first. And even more odd that they wanted you to check the ports or extentions.... on a WIRELESS device.