Frequently Asked Questions

When cleaning your Rollermouse, we recommend that you follow the cleaning instructions that you will find in the link below.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.

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

Guide for replacing buttons can be found here

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Dust/hair/lint on the sensor might cause erratic cursor movement. Cleaning the sensor should help.

Follow the cleaning guide:

– Red/Red plus– Free3 – Pro3 

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Your RollerMouse might be in the wrong mode, please try the following instructions:

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.A LED flashing from the middle to both sides indicates it is in HID mode.

Note! If you are using remote desktop, please download the driver.

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

The User manual for your device can be found on our support page here

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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.

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

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To manually change the button functions, you’ll need the latest driver.

All of our drivers are available on our driver page here

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Click function, click tension and click sound* can be adjusted on the RollerMouse.

Please follow the instructions in the user manual here

*(only on Red/Red plus)

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As of this time none of our RollerMouse products are meant to be compatible with KVM switches. Due to the nature of some KVM switches, you may find that your RollerMouse is in fact compatible; however, the RollerMouse is not designed to be used with a KVM switch.

Most KVM switches must determine if the input device is a keyboard or mouse, which creates a problem when connecting a RollerMouse. Despite this, there may be some KVM switches that are able to recognize devices other than a standard mouse or keyboard.

Please contact us for more details

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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.

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" alt="">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.


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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.

RollerMouse Free3, Pro3, and Red models all have a PC mode and Mac mode built in. Please see our user manuals here for help on switching between PC and Mac mode.

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Try connecting your dongle to the computer, using the USB extension cable that came with your product.

Please verify if you are connecting your dongle to a USB 3.0 (blue port) or USB 2.0 (black port). USB 3.0 ports tend to have a higher frequency of radio interference over USB 2.0. and may cause lagging.

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Yes, all wireless keyboards from Contour are secured by encryption.

The communication between the dongle and the wireless product (2,4GHz) is secured by an algorithm called AES 128 bit, which is an industry standard when it comes to encryption on consumer devices.

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

 

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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 most likely the cause.

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

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Yes, all our wired* RollerMouse products have a thin client mode. Please follow the guide below:

– Red/Red plus  – Free3  – Pro3 

*wireless RollerMouse products does not have this mode, and may not work on thin clients.

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The short keyboard riser are attached to the long keyboard riser.

If you want to use the short keyboard risers, you must first detach them from the long keyboard risers.

 

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We always recommend connecting directly to a computer for the best connection.Connection irregularities may occur if connected via a docking station, USB hub or KVM switch.

If you experience irregularities in the connection between the mouse and docking station, try connecting the mouse directly to your computer and see if that makes a change.

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Here are some troubleshooting tips:

  • Make sure the USB cable is connected directly to your computer and not to a USB hub or docking station.
  • Try connecting your RollerMouse to a different USB input or restarting your computer.
  • Try connecting your RollerMouse to another computer.
  • Make sure you don't have another mouse driver on your computer. It may interfere with your RollerMouse.
  • Try connecting another RollerMouse to your computer (and vice versa) If the problem only occurs when the RollerMouse is connected to your computer, your computer is probably causing the problem.

If the problem with your RollerMouse occurs in the same way on all other computers, your RollerMouse is probably causing the problem.If the problem doesn't go away, you can contact us here for help.

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To make adjustments on the Unimouse, please follow this adjustment guide. 

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Try to charge the battery by connecting the Unimouse to the computer with the USB charging cable.

Make sure the power button under the Unimouse is set to “ON”, and the mouse is connected to the computer with the USB cable, or the wireless receiver/dongle.

If this does not work, try re-pairing the Unimouse with the USB wireless receiver/dongle. Learn how pair Unimouse here

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You can change the cursor speed by using the oval button on the base of the Unimouse. There are 10 different speed settings, from slow (800dpi) to fast (2800dpi).

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Yes you can. You can toggle between middle click (default) and double click by holding the oval cursor speed button, and pressing the middle button once. Repeat the process to toggle back again.

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Yes, you can. To do this you need to download the latest driver from our website, and from there you can change the functions of each button.

After customising the buttons, remember to hit “Apply” and then “Close” to save your settings.

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Connect the Unimouse Wireless to your computer, with the USB charging cable that came in the box. The Unimouse Wireless will fully charge in approx. 2 hours.

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​The Unimouse Wireless will fully charge in approx. 2 hours.

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The battery last for 1 month.

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If you are having problems with your battery, please contact our support team.

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Apple Computer running macOS 10.10 or later. Windows Compatible PC running Windows XP, Vista, Windows 7, Windows 8 and Windows 10.

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

Task manager processes In the task manger click file and run new task. Then find and open Multimedia ControllerHelper. Local Disc (C:) > Program Files (x86) > Contour Multimedia Controller

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1. The first thing you have to do is show hidden files in Windows. Here’s a link on how todo this.

2. Next navigate to the Macros folder. C drive > Program Data > Contour Design > Macros

3. 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.

4. Repeat the copy and paste steps as many times as you need and make the necessary changes in the driver (rename and keystroke changes).

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Currently no, our main focus is Mac and Windows.

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If you are working with Flip-Q Pro teleprompting software please note that the Multimedia Controller 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 Multimedia Controller PRO or Multimedia Controller Xpress while running the thumb drive version of Flip-Q Pro teleprompting software, please contact Prompter People.

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We have a list of downloadable Multimedia Controller settings files available for Windows and Mac

Please select the settings for the program you wish to use and see the Multimedia Controller 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 in the User Manual or contact us for more help.

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Please follow the instructions in the Product Manual.

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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

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Please make sure that the Multimedia Controller icon is visible in the system tray. If not, it may be hidden. Click the up arrow and drag the Multimedia Controller icon to the system tray.

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Attention Multimedia Controller PRO and Multimedia Controller Xpress users:

MacOS requires authorisation to install drivers for your device. I would recommend uninstalling the driver, reinstalling the driver, then 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, then restart your Mac. If that doesn’t resolve the problem, sometimes some further tweaking is needed with Mojave to get the Multimedia Controller driver to work.

Please browse to the “Security & Privacy” section under System Preferences. Within the “Privacy” tab, under Accessibility, you can add apps to control your computer. Try adding the Contour driver under that tab, the feedback from our other customers indicates this generally resolves the issue.

Uninstalling the Multimedia Controller driver may not completely remove all traces of the driver. If none of the above steps work:

·        Check the “User & Groups” “Login Items” and see if there is a “Contour” item listed with a yellow “caution icon” on the right. If so, remove the entry by clicking the “minus” button.

·        Then check the “Security & Privacy” “General Tab” and see if you can find the button to ALLOW the contour driver. If so, click the allow button.

·         Re-install the driver, reboot the computer, and see if this makes any difference.

 

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Unfortunately no, the Multimedia Controller works by generating keystrokes that would be automatically directed toward the foreground application. This applies to both Mac and Windows.

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Your keyboard can sometimes loose the connection to the USB dongle. 

It can be paired again by following this video guide

How to pair Balance keyboard with USB dongle

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When you received your keyboard, there was a cable in the right side of the box, this cable is a USB extension cable, it is used to eliminate signal interference, which sounds like what you are experiencing.

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

Your keyboard will remain wireless.

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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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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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