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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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i.      Replacement charging cables, dongles, and wrist rests are available through our webstore. For other parts please contact us for availability.

ii.      Please note that we no longer have any replacement parts for the original RollerMouse Pro, Pro2, Free or Free2.

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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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i. Your RollerMouse might be in the wrong mode. Please consult the manual for your product (link to product manual) to change the mode setting

ii. If you are using remote desktop, please see Thin Client section (link to section)

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There are a couple things to check:

1. If your unit is wireless, try pushing cursor speed and clicking the bar once.

2. Disconnect and reconnect the unit.

3. Follow the instructions in the Product Manual to adjust click tension and click volume.

4. If you don’t see any improvement, please contact us.

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i. If you are using a USB hub or docking station, try connecting it directly into your computer.

ii. You can also try inserting the dongle into the USB extender cable that came with your product.

iii. 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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Red

1. Disconnect and reconnect the dongle to reset the pairing time out, then press cursor speed as well as left and right click

2. RollerMouse Red pairing video

Free

1. Disconnect and reconnect the dongle to reset the pairing time out, then press cursor speed as well as left and right click

2. RollerMouse Free pairing video

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Please follow the instructions in the Product Manual 

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Follow instructions in Product Manual

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i. If no lights come on when you push the cursor speed button, or if a single LED flashes, your unit may need to be recharged. Please see your Product Manual to see how to check the battery level.

ii. If you notice that there is a single LED constantly flashing, the mouse may need to be re-paired to the USB dongle. Please see the pairing instructions.

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Here is an instructional PDF on the two ways to reconfigure the buttons.

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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 online product manuals here for help on switching between PC and Mac mode.

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

Red/Red Plus – Free3Pro3 

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

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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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i. Disconnect and reconnect the dongle to reset the pairing time out, then press cursor speed as well as left and right click. See product manual

ii. Unimouse Pairing video

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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.

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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). Product manual

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i. To charge the Unimouse connect the mouse to your computer with the USB charging cable that came in the box. The Unimouse Wireless will fully charge in approx. 2 hours. The average battery life per charge is 1-2 months.

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

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Thin Client instructions (PDF)

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Here is an instructional PDF on how to reconfigure the buttons on the Unimouse.

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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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You find replacement dongles and charging cables on our webstore

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

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Please contact us and provide the serial number and purchase date

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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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i. If you push the Fn key does the Fn light come and stay on? If not try a new set of batteries. If the Fn light comes on and stays on, but the Caps Lock light doesn't when you push the Caps Lock key then the keyboard has lost its connection with the dongle. To re-pair them: Disconnect and reconnect the dongle then press Crtl first and then the "power" button on the bottom of the keyboard (while still holding Crtl) and hold it physically close to the (plugged in) USB dongle. If you can place the keyboard so the X button is positioned directly above the dongle, that would be ideal. Then press the Caps Lock key repeatedly for a minute or so. Once you see the appropriate Caps Lock light activate, that's an indication that the keyboard has re-paired to the dongle and can be used as normal.

ii. Balnace keyboard pairing video

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Please try updating the firmware. If you are still experiencing this issue after updating contact us.

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Please contact us and provide the serial number and purchase date

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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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 We only support Mac OS and Windows operating systems that are still supported by their respective creators. Any operating system that is officially “End-of-life” is supported on a “best effort” basis. If you have questions, contact support for assistance. Drivers are be found here

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If you 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

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Currently no, our focus is on macOS and Windows

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i. We have 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 8 of the 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 pages 6 and 7 of the Shuttle Product Manual.

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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.

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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

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:

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 (The gear button in the Bottom-left corner of Shuttle 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 .shuttleSettings tag, for example Final Cut Pro X.shuttleSettings).

7. Click the Open button on the screen

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i. 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.

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No, the Shuttle works by generating keystrokes that would be automatically directed toward the foreground application. This applies to both Mac and Windows.

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i. 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.

ii. 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.

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i. You can find printable button labels here (link to PDF). 

ii. If you need replacement button covers, please contact us (link). Unfortunately, we only have replacements for the units assembled in China. We no longer have replacement parts for the Shuttle assembled in Taiwan.

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Every RollerMouse line of product is designed to relieve pain and maximize comfort while working. Its patented design eliminates harmful movements and allows users to continually use safer working habits and better posture. If you are looking to alleviate pain and strain, or just want to ensure that you can work comfortably all day, a RollerMouse is right for you!

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Check out our RollerMouse comparison chart

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Yes, RollerMouse can work in conjunction with other mice, both external and integrated (e.g., touch pads).

Tip: If you decide to keep your traditional mouse when learning to use a RollerMouse, make sure to place your traditional mouse out of reach, so you don’t reach for it out of habit.

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Our products are available for purchase on our website. We also have a number of resellers

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There are full instructions as well as sign up form available here

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Our products are designed to be plug and play for Windows and macOS

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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 driverto 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 online product manuals here for help on switching between PC and Mac mode.

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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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Contour Design has a 30-day money back guarantee.

You are welcome to return any of our products within 30 days of your purchase from Amazon or our webstore. Please retain your receipt and the original packaging and all of its contents, including all parts and manuals. For both trial and purchased units, a 20% restocking fee will be deducted from the refund if the unit is returned without original packaging, accessories, or if it is not in good condition. We will only refund the product cost. A prepaid shipping label will be provided for you. 

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We warranty our products from factory or manufacturing defects for the period of time listed below.

If you are experiencing an issue with your device please consult our troubleshooting solutions page here. If you are unable to resolve the issue please fill out our support ticket form here and one of our support technicians will contact you directly. The support technician will troubleshoot your device and will determine whether the issue can be resolved via email/telephone, or if you will need to send your device to us for repairs.

In the event that your device cannot be repaired, a replacement unit will be issued as long as the unit is under warranty.

Product Warranty Period

RollerMouse, Handheld mice, and Shuttle products                       2 years from the date of purchase

Accessories (RollerWave3, ArmSupport Red, etc.)              90 days from the date of purchase

If you dropped our product or spilled liquid on it, or damaged it in some other way, we cannot cover the damage under our warranty.

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Please allow up to 2 business days to process your order.  You will receive tracking information once the order leaves the warehouse.

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You will receive tracking information via email once your order leaves the warehouse.  Please allow up to 2 business days for your order to be processed and shipped.  If it has been more than 2 business days since you placed your order and you still have not received your tracking number, please check your spam/junk box and then contact customer service.

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If you haven’t received a confirmation of your submission or a reply please check your spam/junk folder. All replies will be coming from help@contourdesign.com

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