Frequently Asked Questions

When cleaning your Rollermouse, we recommend that you follow the cleaning video.



Important! – It is important that you do not use harsh detergents or hand sanitizer on your Rollermouse.
We recommend using an air duster and antibacterial cleansing wipes.

For further information read the cleaning guide:
Red/Red plus - Free3 - Pro3

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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 your RollerMouse-reseller.

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Here is a picture from the manual, showing how to change the cursor speed physically on your device:

You can also do this inside the driver:

We always recommend that you install our driver. Here is a link to our driver's page.

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If you experience issues with the movement of the cursor, we recommend that you clean the device.

It might be a hair, grain of sand, or something similar that is causing trouble for the sensor in the product.

Please have a look at this video, that shows you how to clean the device.

Important! – It is important that you do not use harsh detergents or hand sanitizer on your Rollermouse. We recommend using an Air duster and antibacterial cleansing wipes.

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End detection is a great feature to activate on your device, if your sensitivity is slow, or if you use multiple monitors. 

When activating the End detection(you do this by moving the Rollerbar all the way to the left/right), the cursor will drift to the edge of your screen.

You can customize the End detection inside the driver: 

We always recommend that you install our driver. Here is a link to our driver's page.

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You can modify the click sound of the Rollerbar. 

You can do this physically on your device:

         

 

It is also possible to modify the function of the Rollerbar inside the driver.

If you want to know more about this, please take a look at the article called "Customize buttons" under the section "Features/Customization(driver)".

We always recommend that you install our driver. Here is a link to our driver's page.

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You can modify the click force tension of the Rollerbar. Furthermore, you can also disable/enable the clickfunction of the Rollerbar.

You can do this physically on your device:

 

It is also possible to modify the function of the Rollerbar inside the driver.

If you want to know more about this, please take a look at the article called "Customize buttons" under the section "Features/Customization(driver)".

We always recommend that you install our driver. Here is a link to our driver's page.

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If your device lost the connection to your PC (USB receiver), you might have to complete the pairing once again.

Please watch this video, which demonstrates how to pair your device with the USB receiver:

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If you have a wireless product from Contour Design, you will have to recharge the device once in a while.

Together with the product, you've received a charging cable. 

It looks like this:

 

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You can adjust the scroll wheel lines (speed), inside the driver. Furthermore, you can invert the scroll as well.

Here is a picture from the driver:

We always recommend that you install our driver. Here is a link to our driver's page.

 

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If you experience issues with your scroll wheel, we recommend you to try and clean the device as showed in the video below:

If your issue persists, we have a more advanced cleaning guide, which requires a little more time to complete.

You can download the guide here.

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If there is no output when you hit one of the buttons on your device, it might be because it is physically damaged.

An easy way to check this is to use a keyboard tester. We recommend that you use the following:

www.keyboardtester.com

When you open the tester, you will see an onscreen keyboard.

Now hit the button you suspect to be broken. The tester(onscreen keyboard) will now show you, if the PC receives any input from the device or not.

Example:

You're "copy"-button is not working.

Open the keyboardtester, and hit the copy-button.

If the button is working, you should be able to see the buttons "Ctrl" + "C", being highlighted on the on-screen keyboard.

If you don't see any buttons being highlighted, it indicates that the button is physically damaged.

Before you contact our support team, please test the device on another PC.

You can submit a ticket right here.

Important! – When you test your device, it is important that you connect the device directly to the PC. Don't use any dockingstation, USB-hub or similar. 

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If your button is physically damaged, and your product is still covered by the warranty, you will have to contact us.

Please fill out this formular

 

 

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End detection is a great feature to activate on your device, if your sensitivity is slow, or if you use multiple monitors. 

When activating the End detection(you do this by moving the Rollerbar all the way to the left/right), the cursor will drift to the edge of your screen.

You can customize the End detection inside the driver: 

We always recommend that you install our driver. Here is a link to our driver's page.

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You can customize the buttons and the rollerbar on your device.

If you did not install our driver yet, please start by downloading and installing the driver.

Here is a link to our driver's page.

When the driver is installed, and you open the software, you should have the following picture on your screen:

In here, you can modify and customize the buttons and the rollerbar. If you hit one of the buttons, you will get a drop-down list like this:

If the button/click you want to create is not on the list, you can hit the "Custom action", which you see at the bottom of the drop-down list.

Then you should see a picture like this:

Here, you can modify and customize the buttons or rollerbar on your device just the way you want.

We always recommend that you install our driver. Here is a link to our driver's page.

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You can customize your device to work differently in different applications or software on your PC.

If you did not install our driver yet, please start by downloading and installing the driver.

Here is a link to our driver's page.

This works the same way like the normal customization of the buttons/rollerbar. Please check this link for explanation.

The only difference is that the customization is designed to work with specific applications or software.

As you see on the picture below, you will have the same possibilities like with the general customization. You only have to choose a specific application/software.

We always recommend that you install our driver. Here is a link to our driver's page.

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The installation may fail if you have an older version already installed and you're trying to install a new version over it.

The easiest way to check this, is to go to your Control Panel.

Then open "Programs & Features".

You will now see a list of all the applications installed on your PC.

Please check if you already have our software on the list. If yes, please uninstall the driver, and reboot your system.

You should now be able to install the driver.

Important! – Please note that it's crucial to restart your PC both when uninstalling and reinstalling the driver.

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When you connect your device, and you open the driver, you should be able to see your device highlighted in the left hand side of the driver.


If you device is not registered inside the driver, it will be "greyed out".


If this is the case, please start by making sure, that the device is connected directly to your PC. 

Please avoid any dockingstation, USB-hub or similar. Especially when you troubleshoot your device.


After wards, please check if your PC is actually recognizing the device.


If your device is working - meaning you can move the cursor etc., you don't need to do the following:


The easiest way to do this, is to open your "Device Manager", and check if you can see the device listed in there.


If your device is not registered/recognized in the driver, we have a couple of things you can try to do:


1. Repair the driver.

- Open Control Panel

- Open "Programs & Features"

- Find the Contour Design-driver on the apps-list.

- Hit "Repair" in the topmenu.


If your issue persist, please try the following:

 

2. Uninstall & Install the driver

- Open Control Panel

 

- Open "Programs & Features"
- Find the Contour Design-driver on the apps-list.
- Hit "Remove" in the topmenu.

Important! – Please note that it's crucial to restart your PC both when uninstalling and reinstalling the driver.

 


If you are a part of a domain, please make sure that you have the rights to install the software on your PC.

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You can set the volume of the click on your RollerMouse Pro. 

Here is a picture from the manual, that shows you how to change this:

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You can modify the click force tension of the Rollerbar. Furthermore, you can also disable/enable the clickfunction of the Rollerbar.

You do this physically on your device:

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End detection is a great feature to activate on your device, if your sensitivity is slow, or if you use multiple monitors. 

When activating the End detection(you do this by moving the Rollerbar all the way to the left/right), the cursor will drift to the edge of your screen.

You can customize the End detection inside the driver: 

We always recommend that you install our driver. Here is a link to our driver's page.

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If you are new to the Rollermouse Pro, we recommend that you watch our "Getting started with Rollermouse Pro"-video.

This will show you how to connect the device with Bluetooth.

You can both use the USB receiver(WIFI), or Bluetooth to connect the device to your PC.

This picture will show you how to setup the device for the connection-type you would like to use:

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You can customize the buttons and the rollerbar on your device.

If you did not install our driver yet, please start by downloading and installing the driver.

Here is a link to our driver's page.

When the driver is installed, and you open the software, you should have the following picture on your screen:

In here, you can modify and customize the buttons and the rollerbar. If you hit one of the buttons, you will get a drop-down list like this:

If the button/click you want to create is not on the list, you can hit the "Custom action", which you see at the bottom of the drop-down list.

Then you should see a picture like this:

Here, you can modify and customize the buttons or rollerbar on your device just the way you want.

We always recommend that you install our driver. Here is a link to our driver's page.

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If there is no output when you hit one of the buttons on your device, it might be because it is physically damaged.

An easy way to check this is to use a keyboard tester. We recommend that you use the following:

www.keyboardtester.com

When you open the tester, you will see an onscreen keyboard.

Now hit the button you suspect to be broken. The tester(onscreen keyboard) will now show you, if the PC receives any input from the device or not.

Example:

You're "copy"-button is not working.

Open the keyboardtester, and hit the copy-button.

If the button is working, you should be able to see the buttons "Ctrl" + "C", being highlighted on the on-screen keyboard.

If you don't see any buttons being highlighted, it indicates that the button is physically damaged.

Before you contact our support team, please test the device on another PC.

Important! – When you test your device, it is important that you connect the device directly to the PC. Don't use any dockingstation, USB-hub or similar. 

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End detection is a great feature to activate on your device, if your sensitivity is slow, or if you use multiple monitors. 

When activating the End detection(you do this by moving the Sliderbar all the way to the left/right), the cursor will drift to the edge of your screen.

You can customize the End detection inside the driver: 

We always recommend that you install our driver. Here is a link to our driver's page.

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You can modify the click sound of the Sliderbar. 

You can do this physically on your device:

It is also possible to modify the function of the Sliderbar inside the driver.

If you want to know more about this, please take a look at the article called "Customize buttons" under the section "Features/Customization(driver)".

We always recommend that you install our driver. Here is a link to our driver's page.

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You can modify the click force tension of the Sliderbar. Furthermore, you can also disable/enable the clickfunction of the Sliderbar.

You can do this physically on your device:

It is also possible to modify the function of the Sliderbar inside the driver.

If you want to know more about this, please take a look at the article called "Customize buttons" under the section "Features/Customization(driver)".

We always recommend that you install our driver. Here is a link to our driver's page.

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If you are new to the SliderMouse Pro, we recommend that you watch our "Getting started with Slidermouse Pro"-video.

This will show you how to connect the device with Bluetooth.

You can both use the USB receiver(WIFI), or Bluetooth to connect the device to your PC.

This picture will show you how to setup the device for the connection-type you would like to use:

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You can customize the buttons and the Sliderbar on your device.

If you did not install our driver yet, please start by downloading and installing the driver.

Here is a link to our driver's page.

When the driver is installed, and you open the software, you should have the following picture on your screen:

In here, you can modify and customize the buttons and the Sliderbar. If you hit one of the buttons, you will get a drop-down list like this:

If the button/click you want to create is not on the list, you can hit the "Custom action", which you see at the bottom of the drop-down list.

Then you should see a picture like this:

Here, you can modify and customize the buttons or Sliderbar on your device just the way you want.

We always recommend that you install our driver. Here is a link to our driver's page.

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If there is no output when you hit one of the buttons on your device, it might be because it is physically damaged.

An easy way to check this is to use a keyboard tester. We recommend that you use the following:

www.keyboardtester.com

When you open the tester, you will see an onscreen keyboard.

Now hit the button you suspect to be broken. The tester(onscreen keyboard) will now show you, if the PC receives any input from the device or not.

Example:

You're "copy"-button is not working.

Open the keyboardtester, and hit the copy-button.

If the button is working, you should be able to see the buttons "Ctrl" + "C", being highlighted on the on-screen keyboard.

If you don't see any buttons being highlighted, it indicates that the button is physically damaged.

Before you contact our support team, please test the device on another PC.

Important! – When you test your device, it is important that you connect the device directly to the PC. Don't use any dockingstation, USB-hub or similar. 

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Here is a picture from the manual, showing how to change the cursor speed physically on your device:

You can also do this inside the driver:

We always recommend that you install our driver. Here is a link to our driver's page.

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End detection is a great feature to activate on your device, if your sensitivity is slow, or if you use multiple monitors. 

When activating the End detection the cursor will drift to the edge of your screen.

You can activate/deactivate this physically on the device: 

Hold DPI(cursorspeed-button), press and release the Rollerbar 2 times, move the scroll wheel to set on or off, and then release the DPI(cursorspeed-button) again.

You can also customize the End detection inside the driver: 

We always recommend that you install our driver. Here is a link to our driver's page.

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If you RollerMouse Mobil/Go lost the connection to the USB-receiver/PC(Bluetooth), you have to re-pair the device once again.

Please take a look at this picture from the manual, which shows you how to do this:

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You can adjust the scroll wheel lines (speed), inside the driver. Furthermore, you can invert the scroll as well.

Here is a picture from the driver:

We always recommend that you install our driver. Here is a link to our driver's page.

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If you experience issues(erratic behavior) with your scroll wheel, we recommend you to try and clean the device.

We recommend the following technique, as shown in the video below:

If your issue persists, you will have to submit a ticket to our support.

Here is a link for the formular

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If there is no output when you hit one of the buttons on your device, it might be because it is physically damaged.

An easy way to check this is to use a keyboard tester. We recommend that you use the following:

www.keyboardtester.com

When you open the tester, you will see an onscreen keyboard.

Now hit the button you suspect to be broken. The tester(onscreen keyboard) will now show you, if the PC receives any input from the device or not.

Example:

You're "copy"-button is not working.

Open the keyboardtester, and hit the copy-button.

If the button is working, you should be able to see the buttons "Ctrl" + "C", being highlighted on the on-screen keyboard.

If you don't see any buttons being highlighted, it indicates that the button is physically damaged.

Before you contact our support team, please test the device on another PC.

You can submit a ticket right here.

Important! – When you test your device, it is important that you connect the device directly to the PC. Don't use any dockingstation, USB-hub or similar. 

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You can customize the buttons and the Rollerbar on your device.

If you did not install our driver yet, please start by downloading and installing the driver.

Here is a link to our driver's page.

When the driver is installed, and you open the software, you should have the following picture on your screen:

In here, you can modify and customize the buttons and the Rollerbar. If you hit one of the buttons, you will get a drop-down list like this:

If the button/click you want to create is not on the list, you can hit the "Custom action", which you see at the bottom of the drop-down list.

Then you should see a picture like this:

Here, you can modify and customize the buttons or Rollerbar on your device just the way you want.

We always recommend that you install our driver. Here is a link to our driver's page.

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You can change the cursor speed on the Unimouse, both physically on the mouse, and in the driver.

This shows where you physically can change the speed, and which settings you can choose between:

As mentioned, you can also do this inside the driver:

We always recommend that you install our driver. Here is a link to our driver's page.

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If your mouse stopped to work/move, you might have to re-pair the device with the USB-receiver. 

It could also be because the battery of the mouse that is too low. Remember to charge the Unimouse once in a while.

The charging cable looks like this:

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If your Unimouse lost the connection to the USB-receiver, you have to re-pair the device once again.

You can also check this picture from the manual, that shows you how to re-pair:

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You can adjust the scroll wheel lines (speed), inside the driver. Furthermore, you can invert the scroll as well.

Here is a picture from the driver:

We always recommend that you install our driver. Here is a link to our driver's page.

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If you experience issues(erratic behavior) with your scroll wheel, we recommend you to try and clean the device.

We recommend the following technique, as shown in the video below:

If your issue persists, you will have to submit a ticket to our support.

Here is a link for the formular

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If you thumb rest is broken, and the warranty is still active, you will have to submit a ticket to our support.

Here is a link for the formular to fill out

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Your keyboard can sometimes loose the connection to the USB-receiver. 

If the connection is lost, you can re-pair the device with the USB-receiver to restore the connection.

Check this video:


You can also check this small guide from the manual:

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If your keyboard can't type @ or opens a clipboard, it's often because the keyboard is in a different mode.

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If your keyboard can't type @ or opens a clipboard, it's often because the keyboard is in a different mode.

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If you have a wireless keyboard, and it seems dead, we recommend that you start by changing the batteries, to make sure the device is not dead because of missing power.

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If you suspect your device to be completely dead, there is a couple of ways to check this.

If you are connecting your device to your PC by using a docking station, USB-hub or similar, please make sure to connect the device directly to your PC.

When you have made sure about this, you can now check if your PC recognizes the device.

Please go to "Start" and type "Device Manager".

You can now see a list of all the hardware connected to your PC.


Please go to the section "Human Interface Devices".

- If you see your device in here, it means your PC recognizes the device.

- If your PC can't recognize the device, please test it on another PC.

If your device seems completely dead and isn't recognized, please fill out this formular at our warranty page

 

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When you received your keyboard, there was a cable in the right side of the box, this cable is called a USB extension cable, it is used to eliminate signal interference, which could be the issue in this case.

Here is a picture of the extender cable:

We recommend that you connect this cable to your computer and plug the USB-receiver into the opposite end.

Your keyboard will remain wireless.

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If a button is physically broken, and the warranty is still active, you will have to submit a ticket to our support.

Here is a link for the formular to fill out

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If the output is wrong when you hit a button, or if there is no output at all, it might be physically damaged.

An easy way to check this, is to use a keyboard tester. We recommend you use the following:

www.keyboardtester.com

When you open the tester, you will see a onscreen-keyboard.

Now hit the button you suspect to be broken. The tester will now show you, if the PC receives any input from the device or not.

If you don't see any buttons being highlighted, it indicates that the button is physically damaged.

Before you contact our support team, please test the device on another PC.

You can submit a ticket right here

Important! If you receive a different output than expected, it might be because the device is in the wrong mode.

Please have a look at the picture below, that shows you how to change the mode on the keyboard:

 

 

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If you have a Balance Keyboard, there is two different modes choose between. 

- Windows 

- Mac

If you receive a different output than expected, it might be because the device is in the wrong mode.

Please have a look at the picture below, that shows you how to change the mode on the keyboard:

 

 

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My wired keyboard does not work when the computer starts up.

The problem can be solved by updating the firmware on the keyboard.Start by downloading the firmware here.

Once you have downloaded the firmware locally on your PC, follow this guide to update your keyboard:The guide:1. install "updater" locally on your computer. 2. Open the updater and remove the keyboard from the computer.

3. Hold down "D", "F" and "U" and put the keyboard back into the computer.4. Now release all 3 keys.

5. The "Update" will start.

6. After about 30 seconds, your keyboard will be updated and you can uninstall the update from your computer again.You should no longer experience the error.Please email us at support@contourdesign.com if you experience any issues with this.

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Yes, the Contour wireless keyboard is secured with encryption.

The communication between the dongle and the wireless product (2.4 GHz) is secured with an AES 128 bit algorithm, which is an industry standard when it comes to encrypting consumer devices.

During the pairing process, a random encryption key is generated and exchanged between the dongle and the wireless device, and the key is stored and subsequently used to secure the communication. The pairing process is kept secure by only happening upon user request and is kept within a very short range that prevents eavesdropping.

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You can customize the settings of the application/software you intend to use with the Multimedia Controller.

We have created a video, demonstrating how to do this. Please check one of the following videos:

Windows:

Create settings, Windows

Mac:

Create settings, Mac

We always recommend that you install our driver. Here is a link for the driver.

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You have the option to export/import the settings you've configured for the device using our driver:

Windows:

1. Download the file

2. Unzip the file and take note of the location

3. Open the Contour Multimedia Controller 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

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 Multimedia Controller app and click the Settings Management Tools button (Bottom-left corner of Multimedia Controller App window)

4. Choose Import Settings

5. Navigate to the location noted in Step 2

6. Choose the settings file (settings file will have the .multimediacontrollerSettings tag, for example Final Cut Pro X.multimediacontrollerSettings).

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 Multimedia Controller 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

We always recommend that you install our driver. Here is a link for the driver.

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There are different ways to troubleshoot, if your device is not recognized in the driver.

Let's start by repairing the driver:

1. Open your Control Panel

2. Hit "Programs & Features.

3. You will now see a list of all the software installed on your PC.

Find the software called "Contour Shuttle", mark it, and then hit "Repair" in the topmenu.

4. A wizard will now open. Please complete the wizard, and reboot your system(the wizard should ask you about this automatically) afterwards.

5. When your system completed the reboot, please check if your device is now visible inside the driver.

Is your device still not recognized? Then you will have to uninstall/install the driver once again.

It might be because the driver's files are damaged or corrupted.
 
Follow these steps to uninstall/install the driver:
 
1: Uninstalling the driver
 
- Open Control Panel
- Open "Programs & Features"
- Find the driver on the apps list
- Hit "Remove"
- Follow the uninstalling-wizard
 
Reboot your system.
 
Step 2: Install the driver
 
To make sure the installation file isn't damaged, please download it once again from our website.
 
 
- Open the installationfile 
- Go throug the installation wizard
 
Reboot your system.
 
If your device is still not being recognized by the driver, you will have to delete the .pref file(this is the file that saves all your customized settings in the driver) manually on your PC:
 
Windows:
Go to your local files of the driver. The default path is : C:\ProgramData\Contour DesignIn this folder, you should see a .pref file called "CDIShuttle.pref". This .pref file contains all your customized settings in the driver.
If you already created a lot of customizations, please make sure to save a backup of this file(export settings).Please delete this file.The next time you reboot your system, the driver will recreate this file. In this way, we can make sure that the settingsfile for the driver is not damaged/corrupted.If your device is still not being recognized in the driver, please submit a ticket to our support.You can submit a ticket right here.
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If your application/software you want to use with the Multimedia Controller is not on the list in the driver, you can add this yourself.

We have created a video(both for Windows/Mac), showing you how to do this. Please take a look:

Windows: Add new application/software

Mac: Add new application/software

If your issue persist, please contact our support. You can submit a ticket right here.

We always recommend that you install our driver. Here is a link for the driver.

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If your customization of the device is not working, we recommend you delete the settings file on your PC manually, to make sure this is not damaged/corrupted.

 
Windows:

Go to your local files of the driver.

The default path is: C:\ProgramData\Contour Design

In this folder, you should see a .pref file called "CDIShuttle.pref". 

This .pref file contains all your customized settings in the driver.
If you already created a lot of customizations, please make sure to save a backup of this file(export settings).

Please delete this file.

The next time you reboot your system, the driver will recreate this file. In this way, we can make sure that the settingsfile for the driver is not damaged/corrupted.

If your device is still not woring, please submit a ticket to our support.

You can submit a ticket right here.

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If you suspect your product to be damaged, there is a couple of ways to check this.

 

If you are connecting your device to your PC by using a docking station, USB-hub, monitor or similar, please make sure to connect it directly to your PC.

 

When you have made sure about this, you can now check if your PC recognizes the device.

 

If you already installed our driver, start by checking if your device is recognized by the driver.

 

If you haven't installed our driver, there is a different way to check this.

 

Please go to "Start" and type "Device Manager".

 

You can now see a list of all the hardware connected to your PC.

 

Please go to the section "Human Interface Devices".

 

- If you see your device in here, it means your PC recognizes the device.

 

- If your PC can't recognize the device, please test it on another PC.

 

If your device seems completely dead and isn't recognized, please fill out this formular.

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If your device is physically damaged and the warranty is still active, please contact our support.

You can submit a ticket right here.

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