Having problem with Bluetooth keyboard & mouse

[roadkill401]

Over the past few weeks I have had problems with my Keyboard and Mouse. It started a couple of weeks back when i upgrade to El Capitan. When the computer goes into sleep mode for a couple of hours the unit will loose connectivity with the keyboard. this makes it rather harder to enter your password when you wake the machine up.

I have wiped and reloaded the iMac 5k a few times with El Cap and it now seems to be acting a bit better with sleep mode, but has now decided to randomly drop connection with the mouse while turned on, as well the keyboard sporadically stops responding and then decided to enter the last key pressed for a second or two.. not fun when you are trying in a forum, or pressed the delete key just before it acts up.

I have contacted Apple as I have AppleCare on the unit, and they have recommend that I take the unit into the AppleStore to get the genius to look at it and see if there is a fault with the bluetooth antena inside.

Q? How long does it take for Apple to fix these machines? I use my computer all the time and don't want to loose it for months on end. It's the only way to backup my iPad and I use it for media work among other things. The people at AppleCare said it depends on their work load and if they have parts. My appointment is for a week from now. Wouldn't apple if they are taking a computer in to fix a part inside, pre-order the part so you are not waiting for them.

What I don't understand however is that I have an apple trackpad that works fine all the time and never has a problem or disconnects or does anything wrong. Wonder if the keyboard was the first thing that went and I don't know enough about bluetooth to know if one device going wrong could kill or cause problems with other devices attached to the same computer??

I do have a usb apple keyboard that I could steel from my other mac mini to see if the problem with the mouse continues if the wireless keyboard is removed from the picture.. What do you think?

 

[Tucom]

Well it definitely wouldn't be for "months on end" as you say, meaning it won't take as long as you seem to think. However I have doubts that it's anything other than software or something with the keyboard itself. I wouldn't take your whole Mac in just yet. I've used various new and used Macs for different families of Mac and have NEVER experienced this, so I doubt it's hardware related on the Mac itself.

Have you tried replacing the wireless keyboard? Or at least the batteries?

If not I'd like to know if that fixes anything.

 

[garyleecn]

Well it definitely wouldn't be for "months on end" as you say, meaning it won't take as long as you seem to think. However I have doubts that it's anything other than software or something with the keyboard itself. I wouldn't take your whole Mac in just yet. I've used various new and used Macs for different families of Mac and have NEVER experienced this, so I doubt it's hardware related on the Mac itself.

Have you tried replacing the wireless keyboard? Or at least the batteries?

If not I'd like to know if that fixes anything.

it may take WAY longer than your think.

i purchased this last gen 5k iMac THE DAY it launched. and it had BT issue ever since.

 

[garyleecn]

Over the past few weeks I have had problems with my Keyboard and Mouse. It started a couple of weeks back when i upgrade to El Capitan. When the computer goes into sleep mode for a couple of hours the unit will loose connectivity with the keyboard. this makes it rather harder to enter your password when you wake the machine up.

I have wiped and reloaded the iMac 5k a few times with El Cap and it now seems to be acting a bit better with sleep mode, but has now decided to randomly drop connection with the mouse while turned on, as well the keyboard sporadically stops responding and then decided to enter the last key pressed for a second or two.. not fun when you are trying in a forum, or pressed the delete key just before it acts up.

I have contacted Apple as I have AppleCare on the unit, and they have recommend that I take the unit into the AppleStore to get the genius to look at it and see if there is a fault with the bluetooth antena inside.

Q? How long does it take for Apple to fix these machines? I use my computer all the time and don't want to loose it for months on end. It's the only way to backup my iPad and I use it for media work among other things. The people at AppleCare said it depends on their work load and if they have parts. My appointment is for a week from now. Wouldn't apple if they are taking a computer in to fix a part inside, pre-order the part so you are not waiting for them.

What I don't understand however is that I have an apple trackpad that works fine all the time and never has a problem or disconnects or does anything wrong. Wonder if the keyboard was the first thing that went and I don't know enough about bluetooth to know if one device going wrong could kill or cause problems with other devices attached to the same computer??

I do have a usb apple keyboard that I could steel from my other mac mini to see if the problem with the mouse continues if the wireless keyboard is removed from the picture.. What do you think?

and i've been to apple store for more than 8 times. and checked this computer in for >20 DAYS in total. all they told me was 'software issue', though it happened right after complete fresh install, even at the computer set-up screen (the grey one that ask you for a user name/password stuff)

and if you bring it to the store, it will probably only cost you days and you'll get nothing to solve the problem.
here's what 'genius' has told me:
1. interference (though i tried to use same KB/mouse with FOUR different macs at the same spot, none of them have ANY problem what so ever)
2. keyboard is bad, though i've tried to switch 3 different sets of keyboards, including the brand new magic 2 series + magic KB
3. software.
4. we 'cant recreate the issue', though i have >10 video clips showing the problem, including one took right at the apple store
5. BT is supposed work like this..... seriously? a $3000 computer is suppose to have problem with BT while my <$1000 macbook air doesnt?




so, this problem has been there since like 10.10.1 (or maybe .2), don't expect Apple to fix it anytime soon...



ps. they've replaced logic board (i have no idea why to replace it instead of airport card), doesnt work neither. and all diags they will run will return 'fine', so they will refuse to replace the airport card

 

[Tucom]

So you had one bad experience overall gary, doesn't mean that's how everyone else's will be. If Apple took "months on end" to repair everyones computer they wouldn't have the stellar customer service rating that they have, so yeah, I think it'd be fine.

Sorry you had issue though.

Besides I suggested a far more simple and immediate solution. Also there's no need to spew ignorance suggesting there's a fundamental issue that "Apple won't fix anytime soon" that's BS, as I've yet to find any sort of magnitude of threads suggesting other wise.

If it is a software issue, just wait, Apple will fix it soon.

OP I'd be curious if it was just a battery thing or if the keyboard itself was at fault.

 

[roadkill401]

I have pulled the USB apple keyboard from the mac mini and plugged it into my iMac. The problem with the keyboard not responding went away (as I am not using bluetooth any more). But it still seems to drop the mouse. The only way to get the mouse to come back is to move the mouse back and forth vigorously and then it will re-detect the unit.

What has me a bit more stumped is that the touchpad doesn't have any issue.

 

[AZhappyjack]

I have pulled the USB apple keyboard from the mac mini and plugged it into my iMac. The problem with the keyboard not responding went away (as I am not using bluetooth any more). But it still seems to drop the mouse. The only way to get the mouse to come back is to move the mouse back and forth vigorously and then it will re-detect the unit.

What has me a bit more stumped is that the touchpad doesn't have any issue.

I have experienced (and reported) the BT mouse drop-out on my 2012 rMBP since Mavericks. It's not always, and sometimes it comes back on its own... but sometimes it requires a system restart to get it back. It's quite annoying, to be honest. The latest El Capitan beta (10.11.1, build 15B38b) does seem to be much better in this regard, at least for me.