MX Master Wireless Mouse cursor stopped working
Answered
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Hi gorg, It's unfortunate to hear that your experienced tracking issues with your MX Master Wireless Mouse. Have you tried to clean the sensor of your mouse from dirt or debris? If so and it's still not working, then this is most likely a hardware failure. I have already notified the team that's handling your support request. You will receive an email shortly. Warm regards, Logi_R Customer Support Moderator ?If our reply adequately addresses your issue, please mark it as ?Best Answer? and give us a ?Like? so this information can benefit other community members via search. -
Hi Logi_R, thanks for your quick reply. I've been a loyal Logitech customer for decades and bought too many Logitech stuff (easily 3 digits here), it's the first time I've had something die on me like that. Nevertheless, I think I am cursed because it happened when I had important work to do and, in addition, I had my trusty 2nd Logitech Mouse Anywhere MX (always in my laptop bag) breaking down, the same day !! Both devices worked perfectly until yesterday ! Now, the Anywhere MX moves ok but scrolls down all the way and automatically by itself. Again, tried in many computers, OSes, USB receivers, all sort of combinations. Only way is to disable the wheel vertical scrolling in Logitech Control Center (either set MicroGear Precision Scroll Wheel to nothing, or disable acceleration). Which means that I now have a mouse (Anywhere MX) that moves and clicks but can't scroll and another mouse (MX Master) that can not move but can be used for scrolling. For both devices I tried to clean the sensor and wheel but this is not the problem. For MX Master it's not e.g. that the cursor moves a bit. It's dead. And for Anywhere MX, it's not that it scrolls down a bit or inconsistently. It scrolls all the way down without intervention, like it's an electrical (or software) problem rather than mechanical. -
Hi gorg, Thank you for being a loyal Logitech customer! :) Regarding your Anywhere Mouse MX, this is most likely a hardware failure too. If it's still covered by our warranty, I would also suggest to file a warranty claim for it. Warm regards, Logi_R Customer Support Moderator ?If our reply adequately addresses your issue, please mark it as ?Best Answer? and give us a ?Like? so this information can benefit other community members via search. -
Hello guys, I have the same problem - emailed the support and have no answer for 4 days I succesfully paired my mx master to my MacBook Pro with OSX 10.10.3 Right/Left click is working Scroll is working Horizontal scroll is working But the sensor or cursor is dead - meaning MX Master is unable to move my cursor on the screen at all I am not in US anymore- how can you claim this? -
Hi guys. I have same problem but, i guess i solved it. It's about gesture button's low quality. It stucks on pressed. Just find something not smooth, and put it from edge of gesture button. And try to recover the button from pressing. And you will see that it's working. (After than this, you must not use the gesture button again. If you press again, cursor will stop working again. Use logitech options software to stop working of this button.) -
@suphilement Interesting, but I doubt this is the solution. Mine was completely dead no matter what I did physically or logically. The cursor is/was supposed to work regardless of my assigned gesture button, as it does on other Logitech mice. Logitech's support/replacement service is top notch IF it is handled directly. Sadly, I was asked to return the mouse to the shop where I bought it, which I did because a) coincidentally I was back home (I leave abroad most of the year) and b) because the shop is one of the biggest retailers/chains in my country, with physical presence in most cities, including mine. Think again ... I am still waiting for a replacement after 25 days with the shop's support ignoring my requests querying where on earth my mouse is (the electronic system says "sent to repair center" but it's been stuck there for 3 weeks). -
Hey, just posting my response from the other thread. ... I have the same issues as that of Minish Man. It suddenly stopped working. Left and right click work but the cursor won't move. Tried with other devices and it's the same result. Is this a software issue? Is this connected with the beta program that you have started? I don't believe that there is anything wrong with its hardware. It has been working well since i last used it. It was never dropped and yet suddenly it won't work. Considering the previous issues mentioned by other users, it's quite impossible that a coincidence of "hardware malfunction" happened to all of us. Not to mention that these complaints were posted on the same timeframe. We are all hoping for a solution. We trusted your products and we didn't hesitate to invest on them since we know they are of good quality. -
I have the same problem. It "broke" a while ago which I found was the gestures button getting stuck, so I disabled it. But the mouse cursor has now just stopped working and on reading this thread found that I too can still use my buttons, just no movement. I'm starting to wish Logitech made a corded version of this mouse! -
Suphilement's solution worked for me. :) However, one thing I've noticed is that, even disabling the gesture button in Logitech's software, when the button jams again, the cursor stops working. So, this situation seems to be mechanical, probably related with the way that the button interacts with the laser sensors, or even with the physical interaction with the inner software of the mouse (keeping the button always at the "on" position may disrupt the programming that controls the spatial vectors' decoding, for example). In either case, since I have a heavy hand, my thumb will always rest on top of the button, which would cause the mouse to periodically stop working, until I would un-jam the rubber cover again. The only way I had to resolve this issue was to permanently stick a very thin piece of plastic under the rubber button, to keep it always stiff enough to bear the weight of my thumb, without touching the sensor. Maybe Logitech could look into this issue in future updates of the firmware, by re-routing the programming of the button so that it could become completely disabled, even in it would remain in an "on" position, thus, not affecting the functioning of the rest of the hardware/software. I still consider this to be the best cordless mouse I've ever worked with, and, as an industrial designer, I confirm that, sometimes, even a great design may carry some unforeseen quirks that can only appear along the product's lifetime. Hopefully, any future evolution of this model will have this issue considered. -
I just faced a similar issue. Was so happy to find a similar query here. But it didn't work :( The pointer is stuck. The buttons and the scrolling is working. Even tried on different computer. Same problem. What do I do? Please help. Update: I did file a warranty. But got no update or confirmation. -
Hi guys, I have exactly the same problem - cursor stuck in the middle of the screen and it is not visible, however, all the buttons work fine. Reboot or connecting the mouse to another computer doesn't solve the issue. The solution for me is to hit the mouse with my hand or do some Harlem shake. It happens once every 2-3 month -
@suphilement I think I have the same problem, but I can't remember a time when the gesture buttom was not in a "pushed" position (I never used the **** thing intentionally, but when I pick up the mouse or pull the charger cord from it, I have to grip it somewhere, and that's usually when trouble starts) and unlike left and right buttom it has no obvious edges. Can I get some help in exactly what to do? Some picture or video? Thanks in advance, I hope this can make this otherwise good mouse work again.
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Same issues for me. My gesture button keeps sticking so I have to pry it up a bit and then I disabled it in the software which is a real pain as you needs it on the mac. Also finding my doesnt also always want to connect / pair with my 2014 Apple MAcBook Pro Retina 15". Sometimes only the buttons and scroll wheel will work when it's paired, and sometimes 2 x MX Master show up when I'm trying to connect to it. I've been a loyal Logitech user and lots of their devices but this *****. Tried opening a warranty claim but when Id typed a long and detailed explanation and clicked the Open Warranty Claim button the screen just went back to the support page with no confirmation if the claim was submitted and I've not received any sort of confirmation email. The logitech support website is terrible and full of loads of issues which just send you around in circles. Sort it out Logitech!
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mine might be slightly different
having problems on either bluetooth or usb cable.
bluetooth drops out every 40sec for 1 sec or so
on cable drops out dead after 40sec or so
change the connectivity and we repeat the cycle
all started around the same time as a windows 10 update.
always happens when you're pushing pixels on a deadline..
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Unfortunately, after waiting for a month its clear they (logitech) just does not give a **** about this problem. I opened my mouse last week and and it turns out there was a problem with the gesture button. Whenever I click that button the mouse hangs(even if no keys is assigned to it). So, I unscrewed that button and kept it hanging inside. It works fine now.
Please don't open your mouse, I assume mine was one of a scenarios where I had no other option. The mouse feet looks and feels terrible but it works more me.
Just be cautious before buying any of these, if they work they are the best mouse I have ever used. If they don't you will be disappointed with logitect's support.
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Just call Logitech support, forget trying to log a support call as the website is garbage and you are just wasting your time.
After calling them mid last week, Logitech just sent out my free retail boxed replacement and they didn't even require return of the faulty one.
The odd thing is the colour.... The replacement is a weird sandy grey / stone colour instead of the Dark Brown / Black and Chrome original.
Nice to have a mouse again, as when working this mouse is awesome and I pretty much hate the feel of my Apple Magic mouse in comparison.
Good luck, but call them!
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@George Almpanidis I had the same problem I solved with this https://community.logitech.com/s/question/0D53100005W7T8ICAV/
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@RichSlaney In india we have Logitech Distributor Service Centers, they hardly care about support.
@jplong This was similar situation to mine.
https://community.logitech.com/s/question/0D53100005W7T8ICAV/
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I solved the same problem by myself. It is very easy! The gesture button got stuck, that is why the cursor can not move. Simply open the gesture board and test the button, then put it back. It will work pertfectly!
Follow the clip if you do not know how to open the mouse: https://www.youtube.com/watch?v=kLAH4BKVz9w
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