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December 27th, 2017 12:00
XPS 8700 wireless mouse and keyboard freeze
Starting about a month ago (perhaps coinciding with a Windows 10 upgrade), my wireless mouse and keyboard freeze at seemingly random times, sometimes while they are idle and sometimes when I'm using them. I checked that there are no outstanding Dell updates, Windows 10 updates happen automatically. I tried removing and reinstalling the mouse and keyboard drivers. Mouse and keyboard diagnostics showed nothing. No problem when I plug in wired mouse and keyboard.
Is it likely that the Bluetooth radio would fail intermittently? How can I isolate whether this is a hardware or software issue and fix it?
Thanks.
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fireberd
9 Legend
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33.4K Posts
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December 28th, 2017 05:00
Have you tried a different USB port for the transceiver?
Also, a power setting may have been changed by the update. Go to the Settings/System/Power and check the Power plan settings particularly for USB. Do not power off the USB.
Dell-SreejithR
4 Operator
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3.4K Posts
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December 28th, 2017 08:00
Thank you for your message.
We will be glad to look into this. What is the BIOS version installed?
Have you tried using this mouse & keyboard combo on another computer? This will help you diagnose if this is a hardware or software issue.
Please click on my Dell username & send a private message with the Service tag registered name & email address.
RoHe
10 Elder
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45.2K Posts
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December 28th, 2017 16:00
Is the "Allow PC to turn off..." box checked on the Power Management tab for each USB root hub in Device Manager? Is that same box checked for any Human Interface Device with a Power Management tab in Device Manager? Uncheck all of them.
Is USB Selective Suspend enabled on the Advanced Options screen in the active Windows Power plan? Disable it...