Troubleshooting Tips

 

  • Connecting KeyMouse via Bluetooth
    • For Windows
      • Make sure device(s) are charged (should only take a few hours to fully charge). In some cases, USB ports do not provide enough power to charge devices. You may even want to charge with a wall outlet.
      • Make sure the devices are disconnected from the PC and the switches underneath are turned to "On". Devices will not connect via Bluetooth if they are connected via USB cables.
      • Make sure PC has working Bluetooth module.
      • Go to the Control Panel/Devices and Printers/Add Bluetooth Devices and click "Add Bluetooth or other device". Then click "Bluetooth" (for mice, keyboards, etc).
      • Press the "Pair" button on the bottom of the KeyMouse. It should pull up device in list of available devices in Bluetooth menu. Must pair each hand separately.
      • Windows should not require a pin by default, but if it does, try Windows defaults: 0000, 1111, 1234, etc.
      • If you cannot get the device to show up on the list, try removing the battery for approx. 15-20 seconds (devices must also be disconnected via USB). Also, make sure the terminals are touching each side of the battery. You may need to bend the terminals inward more, to make sure they have a good connection to the battery. Then re-insert the battery. This should do a master reset to the device.
    • For Mac
      • Make sure device(s) are charged (should only take a few hours to fully charge). In some cases, USB ports do not provide enough power to charge devices. You may even want to charge with a wall outlet.
      • Make sure the devices are disconnected from the PC and the switches underneath are turned to "On". Devices will not connect via Bluetooth if they are connected via USB cables.
      • Make sure PC has working Bluetooth module.
      • Try turning device off and back on again.
      • Remove the battery door, and make sure terminals are touching each side of the battery. You may need to bend the terminals inward more, to make sure they have a good connection to the battery.
      • If you cannot get the device to show up on the list, try removing the battery for approx. 15-20 seconds (devices must also be disconnected via USB). Also, make sure the terminals are touching each side of the battery. You may need to bend the terminals inward more, to make sure they have a good connection to the battery. Then re-insert the battery. This should do a master reset to the device.
      • If problem still persists, try resetting the Mac Bluetooth Module:
        • Hold down the Shift (⇧) key and the Option key and click on the Bluetooth menu in your Menu Bar on your Mac.
        • Go to Debug > Remove all devices and click on it to disconnect from all paired Bluetooth devices.
        • Now open the same menu once again and click on Debug > Reset the Bluetooth module to reset your Mac’s Bluetooth module.
        • After resetting your Mac’s Bluetooth module, you can now attempt to re-pair all of your Bluetooth accessories and everything should work as expected.
  • Pressing FN Blue or FN Yellow (or any other FN Key) is not causing the other hand to go into the correct key layer
    • You need to use RF pairing to pair the left/right hands to each other.  This process needs to be done whether you are on USB interface or Bluetooth interface to the computer.  In the KeyMouse Software, go to "Devices" -> "RF Channel Pairing".  Be sure both left/right hand devices are plugged in by USB to do the update.  Then click "Pair RF Channels".  This causes the left/right to communicate to each other on the same channel, and should resolve the issue.  Side note: if you have more than 2 KeyMouse devices, you can also pair them in larger groups to work together and they will all switch key layers together, etc.

  • Caps Lock is out of sync between both hands (for Mac)
    • Mac treats each KeyMouse hand as a separate keyboard. If your Caps Lock is not in sync between your right and left hand, here is what you need to do:
      • Press the Caps Lock key until both hands are the same (either on or off).
      • Assign the Caps Lock key to "Caps Lock (Mac Only)". This will send the Caps Lock key signal to both hands when Caps Lock is pressed.
  • Error "Device could not be opened" when saving layouts to KeyMouse devices in the KeyMouse software
    • Make sure both devices are connected via USB. User cannot save layouts to devices via Bluetooth.
    • Make sure when saving to devices, both check boxes next to the device names are checked (or all applicable devices).
    • Devices may need a firmware update. Update device firmware on all applicable devices, then try saving layouts to devices. Here is a tutorial video for firmware updates if needed: KeyMouse Firmware Updates
      • Note - USB Chip (8051 Chip) must be updated on a Windows PC (will not work on Mac or Linux). The Bluetooth Chip can be updated on Mac or Linux after the USB Chip is updated.
    • Test multiple USB ports (and maybe even different pc), as some USB ports do not output enough power.
    • If problem still persists, try doing a hard reset. To do this, remove the battery door on the bottom of the devices, then remove the battery for approx. 1 minute. Then run firmware update, and try saving layouts to devices.
    • If error still persists, please contact us.