Quick Check
Symptoms Quick Check
Wired Keyboard/Mouse Not Recognized
• USB wired keyboard/mouse not recognized when plugged in.
• Mouse scroll ball not working or not working as expected.
• Mouse buttons not working or not working as expected.
1. Reset SMC: shut down computer, unplug power cord, press and hold power button for 5 seconds, release power button, and reconnect power cord.
2. The iMac has 4 USB ports on rear of computer.
Make sure to try each port to isolate a particular port malfunction.
3. Test with a known-good wired keyboard or mouse to isolate a failed peripheral issue.
4. Test a mouse when connected directly to ports on the back of iMac to isolate a keyboard USB
Deep Dive
Check Result Action Code
1. Verify if computer recognizes keyboard or mouse when plugged into rear USB ports on back of iMac.
Yes Test device in all USB ports to ensure all other USB ports are working as expected.
Replace logic board if any USB port on rear fails.
Replace keyboard if any USB port on keyboard fails.
Go to step 2.
M15
K11
No Go to USB Port Not Recognized.
2. Verify if keyboard is working as
expected. Yes Go to step 3.
No Go to Wired Keyboard Does Not Work Properly.
3. Verify if Mighty Mouse has an
issue with scroll ball. Yes See Apple Support article HT3226: How to clean Apple products.
No Go to step 4.
4. Verify if mouse has an issue
with buttons. Yes Go to step 7.
No Go to step 5.
5. Verify if mouse has an issue
with tracking. Yes Go to step 6.
No Go to step 7.
6. Try using mouse on another surface. Non-reflective, opaque surfaces without repetitive patterns work best. The surface should be clean but not shiny.
Verify if mouse tracks correctly when used on another surface.
Yes Surface issue. Issue resolved.
No Go to step 7
7. See Apple Support article HT1581: Troubleshooting Mighty Mouse and determining expected behavior. Verify if this article resolves issue.
Yes Issue resolved.
No Replace wired Mighty Mouse. K99
Wireless Input Device Does Not Pair
Quick Check
Symptoms Quick Check
Wireless Input Device Does Not Pair
• Apple Wireless Keyboard/Magic Mouse/Magic Trackpad not recognized when powered on.
• Unable to pair Bluetooth input device with computer.
• Apple Magic Mouse buttons not working.
• Apple Magic Trackpad clicking/
tracking/tapping actions not working.
1. Remove/ reinstall batteries into device to check they were not reversely inserted.
2. Check for and apply the latest software and firmware updates.
3. Ensure that the Bluetooth device software has been installed on test computer.
4. Install known-good charged batteries in Bluetooth device. Press power button to check that green LED stays lit for at least 3 seconds.
5. Refer to Apple Support article TS3048:
Troubleshooting wireless mouse and keyboard issues.
6. Use a known-good up-to-date Mac OS X computer with Bluetooth enabled, where a known-good similar Bluetooth device could be previously paired, and where a wired mouse is connected.
7. Try to pair the affected Bluetooth device using the Bluetooth Setup Assistant Utility.
8. (Apple Wireless Keyboard , Magic Mouse or Magic Trackpad) Download and run Bluetooth Service Diagnostic (BSD).
9. (Apple Wireless Keyboard , Magic Mouse or Magic Trackpad) After BSD tests passed, pair the device again, using the Bluetooth Setup Assistant.
Deep Dive
Check Result Action Code
1. (Apple Wireless Keyboard, Magic Mouse, Magic Trackpad) With known-good charged batteries and known-good up-to-date Mac OS X computer with the Bluetooth device software installed, run BSD and verify that all tests pass.
Yes Go to step 2.
No Replace defective Bluetooth device specifying the code provided by BSD or corresponding symptom code:
-does not connect -no LED when turned on -click does not work -cursor jumpy, jittery -intermittently stops responding
-gestures do not work -battery life too short -physically damaged 2. Try to pair Bluetooth device
using the Bluetooth Setup Assistant, and verify that device can be recognized and used.
Yes Issue does not happen with known-good batteries. If device was using standard batteries, go to step 5 to retest with user’s batteries.
If device had fully charged Apple rechargeable batteries, go to Apple Battery Charger Does Not Charge Batteries.
No Go to step 3.
3. (Apple Wireless Keyboard , Magic Mouse, Magic Trackpad) Run Bluetooth Diagnostic Utility again and check the
“Restore Factory settings”
option at final window, and verify that test passes.
Yes Go to step 4.
No Replace defective Bluetooth device specifying the code provided by BSD or corresponding symptom code:
-intermittently stops responding
-gestures do not work -battery life too short
K08 K02 K16 4. Try to pair Bluetooth device
using the Bluetooth Setup Assistant. Verify that device can be recognized and used.
Yes Issue resolved.
No Go to Wireless Input Device Loses Connection.
5. Reinstall user’s batteries in device and try to pair Bluetooth device using the Bluetooth Setup Assistant. Verify that device can be recognized and used.
Yes Issue resolved.
No Recommend that user replace batteries. If device had fully charged Apple rechargeable batteries, go to Apple Battery Charger Does Not Charge Batteries.