Logitech MX Master 2S disconnect issue

Logitec MX Master 2S disconnect.md

I am using a Logitech MX Master 2S mouse since a while. In recent weeks/months, I see occasional disconnection issues.

Question:

It is unclear whether this is a mouse or a Windows 10 update issue. How can I diagnose this further?

Details

• Logitech MX Master 2S mouse
• Recharging mouse doesn't help
• Connected via Bluetooth to Windows 10 laptop as device 2
• Windows version:

Observations when things go wrong

• Using mouse without any problem
• Suddenly, mouse cursor no longer moves when moving the mouse.
• Light of active profile (2) blinks.
• Device is still connected according to Windows

Workaround

• Add the mouse again as a bluetooth device in Windows 10.

OR

• Turn airplane mode on/off in Windows AND turn mouse off/on

Frequency

About once a week

Event log entry

Log Name:      System
Source:        BTHUSB
Date:          11/25/2019 11:19:20 AM
Event ID:      7
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      *
Description:
A hardware error occurred. The event contains the vendor-specific error code.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="BTHUSB" />
    <EventID Qualifiers="32773">7</EventID>
    <Level>3</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2019-11-25T10:19:20.715530800Z" />
    <EventRecordID>24622</EventRecordID>
    <Channel>System</Channel>
    <Computer>*</Computer>
    <Security />
  </System>
  <EventData>
    <Data>
    </Data>
    <Binary>000000000100000000000000070005800A0000000000000000000000000000000000000000000000</Binary>
  </EventData>
</Event>

History

• Asked Logitech for help https://twitter.com/jawndotnet/status/1198914083380178944
• Then opened Logitech ticket https://support.logi.com/hc/nl-be/requests/1947798
• Reported issue on Microsoft Feedback Hub https://aka.ms/AA6o8h7

Update 2018-12-05 received

Thank you for contacting Logitech Customer Care. My name is ... and I am taking ownership of your ticket. Our sincere apologies for the delayed response. We regret to inform you that the delay was due to the system migration.

I see that you are facing issues with MX Master 2S receiver which is not working as expected. I understand your situation and this is not the experience that we want you to have with our products. I will do my best to assist you in this.

I really appreciate your effort in trying the troubleshooting steps. As the issue still persists, we will have this sorted out.

I recommend you to update the firmware for MX Master 2S by using the below link to get this issue resolved
Firmware update: https://support.logi.com/hc/articles/360035037273-Firmware-Update-Tool

To file a warranty claim in your region, you have to visit the place of purchase. If the product is purchased online from any third party online store, you have to contact them for warranty claims or returns.

Now after performing troubleshooting steps, it seems to be a hardware/ mechanical failure, I kindly request you to take the product along with the purchase invoice and visit the point of purchase with complete product only if the product is under warranty, they will help you further.

If you need further clarification, please feel free to reply to the same email. I will do my best to assist you further with this. For your reference, the ticket number is 1947798.

If there is no reply, your ticket will be eventually closed and set to 'solved'. Once the ticket is closed, you will receive a survey with regards to the support provided. Request you to kindly participate and provide your valuable feedback.

Thank you for choosing Logitech. Have a great day ahead!

I have similar issue in the same situation. In my case it happens when I do not use the mouse for a little while, is like it change to save battery mode but the time to reconnect is too long (5 seconds aprox.).

On mine after some click with left button the connection lost and then it re-connect but left button doesn't work on pc. Right button, scroll wheel and other works perfectly. If I insist to click with left button a red light appear on mouse and the connect is lost and need to off and on the mouse again. Mouse worked normally for 3-4 months and than this.

On mine after some click with left button the connection lost and then it re-connect but left button doesn't work on pc. Right button, scroll wheel and other works perfectly. If I insist to click with left button a red light appear on mouse and the connect is lost and need to off and on the mouse again. Mouse worked normally for 3-4 months and than this.

I am having this issue as well and I have to restart my computer to get the device to work. I think it might be a Logitech issue because I have other Bluetooth devices that are working fine.

I personally haven't seen it in a long while.

Went to shope where I bought on November and they replaced it with a new one. Ok now is running but don't know how and if they solve the matter on my old one and if my new one will have same problem in few months. Hope it was only a "malfunction" on that mouse and not a standard problem of this type. finger cross!

I personally haven't seen it in a long while.

How did you solve the issue?

Unfortunately, I don't know what change causes it to work know (and fingers crossed).

• Mouse hasn't changed.
• Still Windows 10 version 1903, though higher minor version.

• I set the Logitech Options app to update automatically.
• Still using Bluetooth on this device.

I'm running into a disconnection problem after restarting/startup. Using the cable doesn't do anything, I have to remove the device from Windows and then add it again. I don't want to have to do this every single time I turn my computer on. It's worked perfectly fine since I've had it, not sure why it's acting up now. It's also running the latest software version.

I've started experiencing the exact same issue out of the blue. I have a Dell Precision M5500 running Windows 10 v2004 (OS Build 19041.264). All other Bluetooth devices work fine, except the mouse will randomly disconnect and the only way to get it to connect again is by restarting the computer.

If you get this issue, you may want to open a support issue with Logitech.

To add to this: I use my MX Master 2S on two computers (running macOS Catalina 10.15.4 and 10.15.6) and this happens on both computers. Started out of the blue. The firmware tool cannot find the mouse, even though it is connected via the Logitech dongle as well as via USB. After removing the dongle and putting it back in, it has serious trouble reconnecting. It can take several minutes of plugging it in and out until it finally is recognised again. Using my older Logitech Performance MX mouse, it is immediately recognised and works, so the fault has to lie with the 2S or the dongle. Also this started recently out of the blue. I have been using this mouse for over 2 years now and never encountered this issue before. Clearly it is out of warranty now, which makes this somewhat annoying.

You can still open a support issue with Logitech and see if it helps.

I had the thumb button fail on me (it was stuck). Knowing this same issue from previous Logitech mice (and not wanting to wait for a warranty case, just for it to fail again a year later - and because I never once used this button), I opened it up and disconnected the button. It worked great for the past year. However, thanks to this I doubt they will even touch my DIY fixed mouse :)

I have similar issue in the same situation. In my case it happens when I do not use the mouse for a little while, is like it change to save battery mode but the time to reconnect is too long (5 seconds aprox.).

the same thing happens to me. MacOS Mojave 10.14.6. My MacBook is old (13", mid-2012), so I'm still trying to troubleshoot this to detect the source of the problem (might be a faulty BT board). Trying to update the firmware but it can't detect the mouse.

Has become very often disconnected. Every 5 minutes.
Fireware version: 012.001.00006
Windows 10 Pro. 2004 (19041.450)

@jawn I'm having the same issue with MX3 and window build is similar OS BUILD 18632.1016 It worked fine for a couple of months from the initial purchase and now disconnect issue.

I'm using an MX master S2 and and since recently on windows it have started disconnecting sporadically, al thought other bluetooth devices on same laptop does not disconnect. It happens at least once ever 30 minutes and it is driving me absolutely mental as I am using the mouse in various graphical softwares; 3D drawing software, photoshop, illustrator.

In the bluetooth settings on windows the mouse goes from connected to paired, while being in paired mode it doesn't respond. Sometimes if I shake the mouse it reconnects, almost as if it erroneously goes into some kind of sleep mode, other times it wont reconnect for a few minutes.

firmware 012.001.00006
LogiOptions 8.3482
Windows OS BUILD 18363.1139

I am having similar issues as rpuls or the guy who commented above. I have been using the mouse to edit documents, photos, and videos and it is really annoying that it disconnects all of a sudden. Really buggy movement at certain times. Would the only solution be to return it?

I started using dongle came with the mouse and no issue at all. But it's pain when you have laptop with USB3 or limited USB2 ports.

I started using dongle came with the mouse and no issue at all. But it's pain when you have laptop with USB3 or limited USB2 ports.

Oh wait, is it always going to be laggy on laptops? I have issues with it on my MacBook Pro 2019 edition. Its that it? is it my laptop that is possibly not the best in connection?

I started using dongle came with the mouse and no issue at all. But it's pain when you have laptop with USB3 or limited USB2 ports.

Oh wait, is it always going to be laggy on laptops? I have issues with it on my MacBook Pro 2019 edition. Its that it? is it my laptop that is possibly not the best in connection?

No idea actually. I'm using MacBook as well and got the replaced as well but the same lagging issues. I just gave a try to dongle and it worked fine and I stopped researching further due to other priorities.

I've encountered this issue as well. Not having Logitech Options didn't solve it. But I noticed that whenever I opened the Logitech Options configuration, the previous inputs all happened in an instant.

That brings me to a successful, painless workaround: leave the Logitech Options configuration app open.

Huh, having the same thing! The light underneath the mouse actually flashes during these disconnect events, so I know something is up.

I've encountered this issue as well. Not having Logitech Options didn't solve it. But I noticed that whenever I opened the Logitech Options configuration, the previous inputs all happened in an instant.

That brings me to a successful, painless workaround: leave the Logitech Options configuration app open.

Update on this: the Wifi 6 / Bluetooth card I was using was probably faulty.

I faced the similar issue right after Win has been updated to build 2004 on my Acer Aspire V Nitro.
The problem is MX Master 2S disconects after comp goes to sleep and doesn't reconnect after. If you want to connect it again you should restart comp or remove the device from Windows. Turning flight mode off/on doesn't work. It turns out that if you turn off bluetooth before swiching off your computer it keeps off you from sudden disconnecting for a couple of days...a week maybe (sounds weird..but..)
Now I'm on build 20H2, updated Logitech driver - nothing changes
Things I used to resolve this issue (hope it helps someone):

• To remove the device from system and reinstal it (Using Windows ->Settings-> Bluetooth and mouse -> Remove device)
• Remove the mouse and dependancies (drivers) using devmanager and re-install after
• Turning off 'Power saving for bluetooth device' (you should run devmgmt.msc as administrator, after HID devices -> Power managment)
• Remove and reinstall all dependancies as administrator
  Finally I have no idea what to do with this...Any idea? :)
  Warranty has run out and it's super annoying

The problem is MX Master 2S disconnects after comp goes to sleep and doesn't reconnect after.

This is one of those situations where I'm happy, but also sad that I'm not the only one experiencing these issues, albeit on the MX Anywhere 2S.

That brings me to a successful, painless workaround: leave the Logitech Options configuration app open.

Hoping this works for at least my personal rig...

Same problem here. I have latest updates but my MX Master 2S from time to time disconnect for 2-3 seconds and then it works. But this happen more than dozen times a day so Logitech you really need to fix this issue or send us replacement.

I have an issue with my MX master 2s where it connects fine with bluetooth as well as the unifying dongle, but the scroll does not work at all. I have to use the gestures button to pan around the window. But the vertical scroll is so much more convenient to use. Firmware as given in Logitech options is 012.00.00003. I see others have a better firmware version. How does that even happen i dont know. I tried everything including opening the mouse, firmware update tools, logitech options, everything. If i can just reset the firmware to another version, my problems might get solved.

3 computers, Mac mini M1 running Big Sur & Mac mini 2012 running High Sierra (running Windows 10 in BootCamp about half the time) connecting with unifying dongle, plus a Windows 10 (Acer TC-710 tower) computer connected over bluetooth. Logitech MX Anywhere 3 for Mac mouse, MX Keys for Mac keyboard. Random disconnects resulting in jerkiness with the mouse, keyboard gets out of sync with mouse and then cannot switch between devices (even Easy-Switch no longer works, keyboard choice key gets stuck on a single computer.) Try to turn off Flow which sometimes works for a while, but then the issue comes back. Best long term solution is to reboot computers at which point it may work for a few days before becoming problematic again. Running all latest updates on Mac, Windows, Logitech mouse and keyboard running latest firmware.

So after more than a year working smoothly using Bluetooth (once it had a small hiccup but it was resolved quickly), I am having trouble with it. I needed to change the BT card in my old Macbook pro mid-2012 13" because it was having erratic connection when >2 BT devices are connected.

All seemed fine after I replaced the BT card; I could quickly reconnect my Logitech keyboard K380 and a BT speaker, but for almost an hour I was trying to reconnect my mouse with no luck. This mouse is detectable on my Android phone, so there's no power problem here.

I've followed the guide here: https://support.logi.com/hc/en-us/articles/360023195654-Resolve-Bluetooth-Wireless-issues-on-Mac-OS-X
Still, nothing changes.

Then I try the dongle and it works! However, having used the BT way for so long, I am very curious as to why it just don't want to work anymore.

Specs:
MacOS Mojave 10.14.6
MacBook Pro (13-inch, Mid 2012)