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TROUBLESHOOTING SOLUTIONS

Below is a list of common troubleshooting solutions.

For Shuttle solutions, please click here.

For general questions, please refer to our general FAQ page here.

RollerMouse

Please disconnect your RollerMouse Red from any power source before proceeding with the following instructions.

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Located on both ends of the bar are two black caps. Push them inwards and you’ll hear them click. Afterwards, pull both caps up and remove them. Keep note which is left and right as they are specific to each side.

WARNING: Do not remove cable ribbon cable located on the left hand side.

Once the caps are off, you can slide the roller off the bar towards the right side.

Use a can of compressed air on the internal and external surfaces of the roller tube, and a Q-Tip with some rubbing alcohol on the inner rim at each end. If moving the rollerbar has resistance after it’s been cleaned, apply some lubricant on the inner rim at each end. A Teflon based lubricant is preferred, but a lubricant like WD40 can be used in very small amounts.

If the roller tube is removed. The sensor will be visible in the middle section of the tube with the circuit board located within it. Use a can of compressed air on and around the area of the sensor lens to remove debris.

If desired wipe down the bar with rubbing alcohol, but avoid any other components.

Slide the roller bar back on the tube, and put the side caps back on.

After pressing them down, make sure to push the caps outwards toward the ends.

You should hear them click in place. If no click is heard the caps are not set correctly.

Contact us to receive extra button caps for the button that is sticking to proceed with the instructions. 

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This can also be remedied if you contact at us to create a repair support case. You’ll need to send us the unit for us to personally repair, and we’ll promptly send it back to you within a few days of receiving it.

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Please disconnect your RollerMouse Red from any power source before proceeding with the following instructions.

Remove the wrist pad.

A simple twist in this notch here with the tool that came with the RollerMouse will remove the wrist pad. If you do not have the tool a flathead screwdriver is a good replacement.

These two middle screws need to come out from the underside.

Turn the unit over, and pry the button cover off with a flathead screwdriver.

Lift up the button housing from right to left as there are 2 plugs on the left side. Unscrew these 4 screws to separate the board from the buttons.

When placing the new buttons on, line up this notch just in between the scroll wheel and the post where it’s connected.

Make sure the wires are still connected, screw the board back on, making sure it’s nice and tight to reduce excess play with the buttons, snap the buttons back in place, and replace the screws on the back.

Contact us if you need further assistance or if you have any additional questions.

If you have the Contour driver installed, please disable first before proceeding with the following instructions. To learn how to disable the driver, click here or scroll down to solution #15.

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The RollerMouse may be in an alternate mode of either PC or MAC mode.

If your serial number starts with 580 or 590 please follow the steps below:

Hold down the COPY and PASTE button at the same time for a few seconds. Afterwards an LED will flash between the COPY and PASTE button.

A LED flashing on the farthest right side indicates it is in MAC mode.

A LED flashing on the farthest left side indicates it is in PC mode.

Repeat holding the COPY and PASTE button down at the same time until the right LED is flashing for your requirements.

If your serial number starts with 582 or 592 please follow these steps:

Hold the Cursor Speed Button (DPI) and COPY button until the LED animation shows the current mode.

Release COPY and press it again to cycle through the other modes.

A LED flashing on the farthest right side indicates it is in MAC mode.

A LED flashing on the farthest left side indicates it is in PC mode.

Before following these instructions please contact Contour Tech support support@contourdesign.com to check warranty status. 

Please disconnect your RollerMouse Red from any power source before proceeding with the following instructions.

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Located on both ends of the bar are two black caps. Push them inwards and you’ll hear them click. Afterwards, pull both caps up and remove them. Keep note which is left and right as they are specific to each side.

On the left side of the bar you’ll see a circuit board with a small ribbon cable attached where a circuit board is protruding.

If the ribbon is not connected to the circuit board within the tube it needs to be reconnected. Insert the circuit ribbon cable into the black circuit board ribbon connector located on the circuit board within the tube.

Afterwards, lock the circuit board ribbon connector so that the circuit ribbon cable is secure, and does not move.

Make sure the roller bar is placed evenly above the two metal leaf springs, and put the caps that hide the ends of the roller bar back on.

Then make sure to push the caps outwards towards the ends. Confirm that the caps click into place.

If this does not solve your problem, please submit a support ticket here and one of our support technicians will be happy to help you further.

Dust and dirt can collect over time on the optical sensor that reads the movements of the rollerbar. This can cause the cursor to navigate poorly. Most related problems can be rectified by cleaning around the sensor. To do this, apply compressed air from a can at and around the sensor.

RollerMouse Free3- The sensor is located inside the rollerbar channel, under the plastic wall on the side nearest to the upper-right button.

RollerMouse Free2- The sensor is located inside the rollerbar channel, under the plastic wall on the side nearest to the upper-right button.

Dust and dirt can collect over time on the optical sensor that reads the movements of the rollerbar. This can cause the cursor to navigate poorly. Most related problems can be rectified by cleaning around the sensor. To do this, apply compressed air from a can at and around the sensor.

RollerMouse Pro2 and Classic2- The sensor is located 3 inches to the right of the paste button, under both the plastic and the rollerbar (Under dim lighting you can see the red light shining under the plastic when your RollerMouse is connected.)

Rollermouse Pro3 – The sensor is located about 5 inches to the right of the paste button, under both the plastic and the rollerbar.

You will need a few Q-tips, some rubbing alcohol, and then a lubricant for the following instructions.

Apply the rubbing alcohol on the Q-tip, and clean the bar by swabbing it. Make sure to remove any sticky residue with the Q-tip. Afterwards, apply lubricant to a new Q-tip to swab the cleaned bar.

It is recommended to use a Teflon or silicon based lubricant, but WD40 is sufficient as long as it is not over used during application.

First, place the Free2 on a sturdy and flat surface. Remove the removable wrist pad by pulling it upwards from the sides. Put the click tension which can be found on the underside of the product to the lowest setting.

If this has worked please place the wrist pads securely back onto the product, and adjust the click tension to your desired level.

If this has not worked please continue with the next recommendation below.

Please download the driver for the Free2 which can be found at: http://ergo.contour-design.com/support-and-downloads/drivers

Afterwards, please test if the click will work. If not, try the Free2 at another computer. It may not be a problem with the Free2, but the computer itself.

If the problem still persists, please contact us here for assistance.

Some troubleshooting tips:

  • Make sure the USB cable is connected directly to your computer and not to a hub or docking station.
  • Try re-connecting your RollerMouse to a different USB port or restart the computer.
  • Try connecting your RollerMouse to another computer.
  • Make sure you haven’t downloaded another mouse driver on your computer. It might interfere with your RollerMouse.
  • Try connecting someone else’s RollerMouse to your computer (and vice versa).

If there is only a problem when RollerMouse is connected to your computer, then the problem is most likely with your computer. If the problem with Roller Mouse is consistent and appears in the same way on any computer, then your RollerMouse unit is mostly likely the cause.

If the problem still persists, please contact us here for assistance.

Please verify if you are connecting your dongle to a USB 3.0 or USB 2.0 port. USB 3.0 is a blue port and USB 2.0 will be a black port. USB 3.0 ports tend to have a higher frequency of radio interference over USB 2.0.  If you have tried other ports already without success, you can try using a USB hub or USB extension cable. They tend to be successful in circumventing this interference.

Please review your product manual to see how to change your cursor speed, and the different selections for the speed itself.

The product manual for your device can be found on our on the support page here.

If you moved the rollerbar all the way to the left or right and you’d like to continue moving your cursor, simply force the rollerbar slightly in the intended direction until you hear a gentle click. This activates the end detection and the cursor is free to move anywhere on the screen. Release the rollerbar when the cursor is where you want it. End detection settings can also be adjusted the Contour mouse driver available here.
 

If you find that your cursor is too often out of the roller bar’s range, your selected cursor speed may be too low.

To manually change the button functions, you’ll need the latest driver. All of our drivers are available on our drivers page here.
All RollerMouse products are pre-programmed with smart button functions. This built-in software gives users the most ergonomically beneficial set of button functions so you can just plug-and-play.
 

However, you may wish to use the driver to manually change button functions for even greater functionality and variation.

Due to the difference in copy and paste commands on a Mac, the corresponding buttons on Pro2 and Free2 won’t work without the driver. RollerMouse Free3, Pro3, and Red models all have a PC mode and Mac mode built in. Please see our online product manuals here for help on switching between PC and Mac mode.

Mac:

Open up the system preferences and then open the Contour Mouse interface.
Hold down the option/alt key on the keyboard and click on the ‘advanced’ button in the Contour Mouse window.
You can release the option/alt key when the ‘advanced mouse speed and movement settings’ window pops up. You can then go about changing this function.

PC:
Go to the system tray and you will find the Contour Design icon.
While holding down the shift key, left click on the icon and select ‘quit’ on the menu that pops up.
That will deactivate the software and you can then make changes on the mouse.
After, you can reopen the software and the changes will be saved.

If you have the driver installed, please disable your Contour driver before proceeding with the following directions (instruction on how to disable the driver is in the drop down menu below).

To adjust the click tension:

  1. Hold the default non-roller bar left click and oval button above the scroll wheel down until the LED lights blink.
  2. While holding the default non-roller bar left click button down release the cursor speed button.
  3. Use the scroll wheel to cycle through the different modes. The LED lights represent the click tension level. The farther to the right the LED is the higher the tension is required to activate a click.
  4. The default setting for the click tension is the middle LED light.

To adjust the click sound:

  1. Hold the right click and oval button above the scroll wheel down until the LED light blinks.
  2. Use the scroll wheel to cycle through the different modes. The LED lights represent the sound level. The farther to the right the LED is the higher the tension is required to activate a click.
  3. The default setting for the sound level is the middle LED light.
Depending on where your mouse is plugged in it may cause erratic behavior. Though if you were able to use it in the same environment prior without any problems, then this is less likely the cause. Please plug it directly into the back of the computer for the most effective connection.

Using a KVM switch, docking station, or USB hub can cause conflicts.

Certain programs are also known to cause issues with the RollerMouse such as VMWare or Paradox.

Lastly, other software drivers can sometimes cause issues; specifically, drivers for other pointing devices. If you had any other devices that you were using, make sure that the software has been fully uninstalled.

The short keyboard risers are packaged attached to the long keyboard risers.  
 
To use the short keyboard risers, you will have to separate them from the long risers.
The wrist rests can be removed for cleaning and replacement. When cleaning, use gentle agents and products. If you want to replace the wrist rests, please contact us here.
Under certain circumstances, the connection between your wireless device and the USB dongle may be interrupted or lost. In this case, you may need to pair your device. All of our wireless devices, except the Balance Keyboard, use the same button combination to pair. With the device in close proximity to the dongle, hold left click, right click and

the cursor speed buttons at the same time until the cursor speed LED indicator pulses. To make sure your device has paired properly, please turn the device off, wait a 5 seconds, and turn the device back on.

To pair your Balance Keyboard position the keyboard so that the “X” key is over the USB dongle and hold down the Reset button until the 3 LED lights on the left hand side pulse in succession.  Depending on the location of the USB dongle, it may take a couple tries to pair successfully.

Shuttle

Apple Computers with a G3, G4, G5, or Intel processor running Mac OS 8.6 through 9.x or OS 10.1 and later including High Sierra and Mojave.
High Sierra and Mojave users, please click here for installation instructions regarding the new Apple security parameters.
 

Windows Compatible computers running Windows 98, 98SE, Me, 2000, XP, Vista, Windows 7, Windows 8 and Windows 10.

Click here for all driver download links.

We have  is a list of downloadable Shuttle settings files available for Windows here and Mac here.
 
Please select the settings for the program you wish to use and see page 5 of the online Shuttle Product Manual for instructions on how to import them.
 
If the program you are using is not listed you may create your own settings using the instructions on page 2 and 3 of the Product Manual, check our Shuttle Forum for user created settings, or contact us for more help.
There are two main ways to create settings:

1. Create settings based on other settings. For example, if you have a media player that has the same keystroke shortcuts as another program but you don’t have settings for the other program, you can copy those settings and create new settings based on them.

2. You can create new settings from scratch. Please see the list below for Mac and Windows.

Creating New Settings(Mac)

In the Shuttle Device Configuration
– Select the settings to be copied in the applications list.
– Choose “Copy to new settings…” in the Tools menu (gear icon at the bottom).
– Select the application you want to create settings for in the file picker that pops up.

or

– Click the Tools menu (gear icon at the bottom)
– Choose “New Settings…”
– Select the application you want to create settings for in the file picker that pops up.

Creating New Settings(Windows)

In the Shuttle Device Configuration
– Highlight the settings to be copied in the application setting field.
– Click Options > Create New Settings > Copy contents from current settings.
– Choose the new program executable file in the file selector pop up.

or

– Click options > Create New Settings > Create Empty Settings
– Choose the new program executable file in the file selector pop up.

This information can also be found on the Forum here.

Windows:
1. Download the file
2. Unzip the file and take note of the location
3. Open the Contour Shuttle Control Panel and click the Options button
4. Choose Import Settings

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5. Navigate to the location noted in Step 2
6. Choose the settings file
7. Click the Open button on the screen
8. Click the Apply button on the screen (very important)

Mac v3 Driver
1. Download the file
2. Unzip the file and take note of the location
3. Open the Contour Shuttle app and click the Settings Management Tools button
(Bottom-left corner of Shuttle App window)

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4. Choose Import Settings

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5. Navigate to the location noted in Step 2
6. Choose the settings file (settings file will have the .shuttleSettings tag, for example Final Cut Pro X.shuttleSettings).
7. Click the Open button on the screen

Mac v2.2 and earlier driver
1. Download the file
2. Unzip the file and take note of the location
3. Open the Contour Shuttle Control Panel and click the Options button
4. Choose Import Settings
5. Navigate to the location noted in Step 2
6. Choose the settings file
7. Click the Open button on the screen

You can call or email Contour Design, and we would be happy to send out some button covers to you, depending on the make of your Shuttle.
 
Please email us at shuttle@contourdesign.com for more info.
You can download the file by clicking this link:
 
Please make sure that the Shuttle icon is visible in the system tray. If not, it may be hidden. Click the up arrow and drag the Shuttle icon to the system tray.

Once the Shuttle icon is visible please open the program you would like to use the Shuttle with, or if the program is already opened please click on the program window to make it active. Then click the icon and see what settings file has a check mark.

If your are running Windows 10 the system may automatically switch the Shuttle processes to disable.
 
Open the task manager, select the startup tab, and look for the Shuttle processes. Make sure they are set to ENABLE.
 
 

Task manager processes

If the process is currently not running. Please follow these steps.

In the task manger click file and run new task.

Then find and open ShuttleHelper. Local Disc (C:) > Program Files (x86) > Contour Shuttle

Unfortunately no, the Shuttle works by generating keystrokes that would be automatically directed toward the foreground application. This applies to both Mac and Windows.
  • The first thing you have to do is show hidden files in Windows. Here’s a link on how to do this, https://support.microsoft.com/en-us/help/14201/windows-show-hidden-files.
  • Next navigate to the Macros folder. C drive > ProgramData > Contour Design > Macros
  • Find the macro you want to copy, right click, click copy then paste in the folder. This will create a copy of the macro in driver. Renaming the file in this folder will not change the name in the driver, so you can leave this alone and rename them in the driver.
  • Repeat the copy and paste steps as many times as you need and make the necessary changes in the driver (rename and keystroke changes).
Currently no, our main focus is Mac and Windows.
If you are working with Flip-Q Pro teleprompting software please note that the Shuttle will only work if you are using the downloaded version of the software. Users have reported issues when using the thumb drive version of Flip-Q Pro teleprompting software. These issues seem to be specific to Windows operating systems.

If you are experiencing issues with your ShuttlePRO or ShuttleXpress while running the thumb drive version of Flip-Q Pro teleprompting  software, please contact Prompter People.

Attention ShuttlePRO and ShuttleXpress users:

MacOS High Sierra requires authorization to install drivers for your Shuttle. Please note that drivers that were previously installed before upgrading to High Sierra should be automatically authorized; however, new driver installations require you to manually open System Preferences, click on Security & Privacy and click the “Allow” button.

If the “Allow” button is not clicked within 30 minutes of installing the driver, the option to allow will disappear and you will have to install the driver again. After allowing driver installation, you will need to restart your Mac.

If you are still experiencing problems, try reinstalling the driver and clicking the “allow” button, and restarting your Mac.

Please click here for more detailed instructions.