Sergio911

Q: Brand new iMac cannot pair bluetooth keyboard and magic mouse

Hi there!

 

Just received brand new iMac 21" yesterday. Unboxed it, turned it on and none of both bluetooth devices (keyboard and magic mouse) managed to get paired.

 

I was able to connect a USB mouse to log into the Mac. Did all turn off/on Bluetooth, turn off/on iMac several times with no luck. Weird thing is that when I lift keyboard on a 30 degree angle above my desk it seems to actually pair with the iMac but then when back to original position it disconnects.

 

I've tried the magic mouse with my 2008 Macbook and works flawlessly. After several attempts never managed to pair magic mouse with iMac and as said earlier keyboard is not working on a standard position on my desk. It is frustrating to have paid close to 2,000$ for something that does not even work out of the box... Any ideas or suggestions?

 

I'm planning to take it today to nearest Apple Stores but have a bad feeling about "genius" folks being able to help me out. Would be worth changing iMac for new one?

 

Thanks a lot in advanced!

iMac (21.5-inch, Late 2013), OS X Mavericks (10.9.1)

Posted on Feb 19, 2014 4:23 AM

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Q: Brand new iMac cannot pair bluetooth keyboard and magic mouse

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  • by Barry Hemphill,

    Barry Hemphill Barry Hemphill Feb 19, 2014 5:12 AM in response to Sergio911
    Level 8 (38,037 points)
    Peripherals
    Feb 19, 2014 5:12 AM in response to Sergio911

    In your case, it might not do anything, but I would try resetting the SMC (cannot hurt and might help).

     

    I think your approach is the correct one. Let the Apple store people look at it. If they cannot get it to work, insist on a replacement under warranty.

     

    Barry

  • by Sergio911,

    Sergio911 Sergio911 Feb 19, 2014 5:23 AM in response to Barry Hemphill
    Level 1 (1 points)
    Feb 19, 2014 5:23 AM in response to Barry Hemphill

    Thanks Barry! If SCM reset means the following:

     

    SMC RESET

     

    • Shut down the computer.
    • Unplug the computer's power cord and ALL peripherals.
    • Wait 15 seconds.
    • Attach the computers power cable.
    • Wait another 5 seconds and press the power button to turn on the computer.

     

    I've done that several times yesterday with no success. "SMC Reset" sounds quite fancy but then you google it and find that is a "simple" shut down and restart protocol... I tried "shutting down" by both selecting option via OS and also physically on the button behind screen.

     

    I appreciate the help but unless I've done that "simple" protocol wrong it is not working.

     

    Sorry for the frustration from my side. It just seems too much of a vague story when you hear Apple friends talking things about "the best OS", "best desktop",...and then you pay about $2,000 and find this yourself.

     

    If anyone else interested I commit to keep this up to date with the feedback I'll get from "genius" folks today. Hopefully they'll prove themselves to live up to their position naming.

  • by Sergio911,

    Sergio911 Sergio911 Feb 20, 2014 3:12 AM in response to Sergio911
    Level 1 (1 points)
    Feb 20, 2014 3:12 AM in response to Sergio911

    So, for anyboy else interested here's the follow up from yesterday:

     

    I went to nearest Apple Store in town and a "Genius" checked all kind of things on the non-working iMac. He tried SCM reset, changed batteries, tried devices in other MacBooks (successfully), he tried to check bluetooth not under current OS Mavericks installed but the one they have at the store shared online. This final check resulted quite definitive since bluetooth was still not working and therefore concluded that it's a hardware issue.

     

    I have already taken steps to get a replacement and hopefully coming iMac will be working just fine as expected. Looks like 1/1000 case but it happens.

     

    I have to say that Genius at Apple Store and Apple Care/After Sale contacts have been 10/10 kind, responsive and helpful to what, I at least, would expect from Apple customer care.

     

    Regards!