Use this when a keyboard, mouse, trackpad, or other peripheral is not responding or behaves inconsistently.
At a glance
- Use this when: Anyone whose keyboard, mouse, trackpad, headset, webcam, or other peripheral stops working.
- Typical time: 5-10 minutes
- Priority signal: High if input devices prevent you from using the computer.
Quick checks
- Confirm the device is powered on or charged.
- Disconnect and reconnect the device.
- Try a different USB port if the device is wired.
- Remove hubs or docks and connect directly to the computer if possible.
- Restart the computer.
Steps to try
- For Bluetooth devices, turn Bluetooth off and back on, then reconnect the device.
- For Apple Magic accessories, turn the accessory off and back on.
- For Windows touchpad issues, check Windows Update for driver updates.
- Test the device with another computer if available.
- Test another keyboard/mouse on your computer if available.
Submit a ticket when
- The device still does not work after reconnect/restart checks.
- A built-in keyboard or trackpad is not responding.
- The issue affects multiple peripherals.
- You cannot use the computer without a replacement device.
Include this in your ticket
- Device type and model if known.
- Computer name and operating system.
- Whether the device is wired, wireless, or Bluetooth.
- Whether another port, computer, or peripheral was tested.
- Any visible damage or battery/charging behavior.
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