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Brand new Pebble mouse goes to sleep after 20-30' and won't wake up

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  • Official comment
    Thangam S

    Hi Clevor,

    Please refer to the link provided below for the troubleshooting steps to resolve the issue.

    https://support.logi.com/hc/articles/360023352573-Bluetooth-device-doesn-t-work-after-computer-wakes-from-sleep-mode

    Regards,
    Thangam
    Logi Support

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  • Clevor

    That link needs to be updated. The current Windows 10 21H1 version has those settings under 'Human Interface Devices' in Device Manager. There were five Bluetooth settings: two were for low energy devices. I unchecked the box (for the PC to turn off devices for battery savings) on all five listings and rebooted. Mouse worked OK for up to 30' of inactivity, after that dead cursor again.

    I have used four different Bluetooth mice on this laptop in the past with no issues even though the boxes were checked. At worse, when the mice went to sleep, it was activated again with a mouse click.

    So I decided to remove the Pebble mouse from my BT devices and reinstalled the device. After 10' this time, mouse activity was dead. No matter which button I press, or press it for several seconds, cannot bring the mouse back to life. This damn Pebble mouse is nothing but a paperweight right now.

    I bought it on the Amazon online equivalent in Thailand and it will be a hassle to return it, I think. If I bought it on Amazon, they would just refund my money and tell me don't bother to return it. Order another and see if you have better luck.

    Any suggestions to resolve this situation?

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  • Thangam S

    Hi Clevor, we apologize for any inconvenience that might have been caused.

    Please take a moment to follow the suggestions from the below link and check if that works.

    https://support.logi.com/hc/articles/360023179954-Troubleshooting-for-connection-issues

    If the issue persists, we would kindly recommend you to contact the point of purchase for further assistance.

    Regards,
    Thangam
    Logi Support

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  • Clevor

    None of those suggestions work. Tried turning the Bluetooth button off and on, no good. After around 25-30' the only way to turn on the mouse is to press the button under the mouse until the blue light goes on and blinks. I have to press the button 4-5 times for this to happen and to re-pair, apparently. Obviously, I doubt this is how the mouse is supposed to work.

    I have used 4-5 generic, no-name Bluetooth mice from China and none of them work this way. Just click a button once and the mouse wakes up. No matter after 5' or 5 hours.

    Is there a Logitech location in Thailand or in SE Asia that can ship me a replacement based on the 1-year warrantee? It's a hassle to ship the mouse back to the seller here in Thailand.

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  • Karthik

    Hello Clevor,

    Thank you for following up on your case.

    Please follow the below troubleshooting steps:

    Try changing the Settings in Power Management
     
    1) On your keyboard, press the Windows logo key and R at the same time. Type devmgmt.msc and press Enter
    2) Expand Mice and other pointing devices. For keyboard driver, expand Keyboards
    3) Right-click the device name of your mouse or keyboard driver and click Properties.
    4) Click Power Management, make sure the box for Allow the computer to turn off his device to save power option is un-checked, and click OK.
    5) Reboot your computer. See if this problem occurs again.
     
    If you have any further concerns, please let us know. We will be happy to assist you.
     
    Regards,
    Karthik. B
    Logi Support
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  • Clevor

    Changing that setting in Device Manager does not work. When I install the Logitech mouse it inserts a Low Energy BT device setting there. I have repeatedly checked to see if the box is unchecked. I have repeatedly re-paired the device to start from scratch.

    The first 30' of activity, the mouse wakes up. The second 30' test the mouse is dead. Every time. I check the setting in Device Manager and the box is still unchecked. Only way to get the mouse to work is to press the button under the mouse until the blue light blinks. Even then, have to repeatedly do this to get the mouse to pair successfully and wake up.

    The mouse is supposed to have a 1-year warrantee. How do I get a replacement in Thailand?

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  • Clevor

    Update: the mouse was defective. I returned the mouse and bought another one and this one does not go dead after 60'. I checked it at 30' intervals and it wakes up each time.

    You can get this Pebble mouse in Thailand for about $7 U.S. The same mouse is selling for around $24-$60 on Amazon! One of the advantages of living here. . .

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  • Karthik

    Hello Clevor,

    Thank you for following up on your case.

    We apologize for the delay in response and for the inconvenience caused.
    Glad that you were able to return the mouse and get a new one. Please reach out to us if you have any other concerns, we will be happy to assist you.

    Regards,
    Karthik. B
    Logi Support

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