Known issues

Please report your issues using the Send feedback button in the application.
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We have a few reports that a device doesn't reconnect with the Magic Utilities application after computer wake up from sleep, even the device is basically working.

The app message is: Registered but can not determine license status.

Unfortunately we can not reproduce this problem. Until we found a proper solution use this workaround:

  • Ensure you have updated to version 3.0.8.8 or higher, downloads are here.
  • From the Driver menu select Reinstall device driver.
  • You can automate this task by selecting Driver > Reinstall driver on wake up.

If this doesn't help, restart your computer.

If this still doesn't help, contact us by pressing the Send feedback button in the application, so we get some diagnostic data.

"The computer is unable to discover or connect to Bluetooth devices" with some Bluetooth adapter drivers from Qualcomm and Realtek. We have one report which suggests that this might also affect Windows 10 - 1809.

Check with your device manufacturer (OEM) to see if an updated driver is available and install it.

  • For Qualcomm Bluetooth adapter drivers, you will need to install a driver version greater than 10.0.1.11.
  • For Realtek Bluetooth adapter drivers, you will need to install a driver version greater than 1.5.1011.0.

 

Source: https://docs.microsoft.com/en-us/windows/release-information/status-windows-10-1903

Unable to discover or connect to Bluetooth devices

Microsoft has identified compatibility issues with some driver versions for Bluetooth radios made by Realtek and Qualcomm. To safeguard your update experience, we have applied a compatibility hold on devices with affected driver versions for Realtek or Qualcomm Bluetooth radios from being offered Windows 10, version 1903 or Windows Server, version 1903 until the driver has been updated.

Affected platforms:

  • Client: Windows 10, version 1903
  • Server: Windows Server, version 1903

Workaround:

Check with your device manufacturer (OEM) to see if an updated driver is available and install it.

  • For Qualcomm drivers, you will need to install a driver version greater than 10.0.1.11.
  • For Realtek drivers, you will need to install a driver version greater than 1.5.1011.0.

Note Until an updated driver has been installed, we recommend you do not attempt to manually update using the Update now button or the Media Creation Tool.

Next steps: Microsoft is working with Realtek and Qualcomm to release new drivers for all affected system via Windows Update.

For reasons we don't know yet, Windows can drop the Bluetooth connection and then re-connects the device again and drops the connection and re-connects again, and so on...

Power cycle your device

We have only three reports so far. What helps is to:

  • power off the mouse or trackpad,
  • power on again and
  • click to re-connect to Bluetooth.

In Windows 10, sometimes your device is paired, but it doesn't work,
no matter if you have installed the Magic Utilities or not: Another Windows bug!

In Windows > Devices make sure your device is listed in the Mouse, keyboard & pen section. If it's listed in the Other devices section it won't work.

Here is what did help:

  • Delete your device from Other devices and wait a bit.
  • Disable the Bluetooth radio
  • Enable the Bluetooth radio again.
  • Pair your device again.
  • Double-check if it's now appearing in the Mouse, keyboard & pen section.