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Troubleshooting


Key does not appear to work properly;
sends nothing or doubles for each key press

If when you press a key, it either does not register or registers double on a single key press, or if your keyboard appears to have faulty keys, we provide the following solutions:


Break-In Period


It is not uncommon that some Mechanical keyswitches require to "break-in" before working properly; this means that the switch itself requires to be pressed several times before it performs properly.

We therefore ask you to un-plug your keyboard from your computer, press the misbehave key(s) several times with normal pressure for a couple of minutes, and then plug in your keyboard. This behavior usually disappears by itself after a few days of usage.

If the problem persists afterwards, please read the following section.


Upgrade the Keyboard's Firmware


We have made enhancements to the Keyboard's Firmware that could fix the problem you are having.
Please follow steps to install the newest Firmware

If you created a custom Layout, please upgrade your firmware to the newest custom version that solves this issue. Either use your saved custom Layout bookmark or recreate your custom Layout via the Layout Designer.

If the problem persists afterwards, please read the following section.


Cleaning the keys


Sometimes debris finds its way into the switch mechanism, causing them to misbehave, and therefore the switch mechanism needs to be cleaned:

  • The easier method is to clean it with a few drops of isopropyl alcohol; available at most supermarkets.
  • Un-plug your keyboard from your computer.
  • Gently remove the keycap(s) of the faulty key(s), preferably slowly with a keycap remover.
  • With a toothpick or small screwdriver push down the inner switch; either the brown or blue plastic part compared to the outer black shell.
  • Add 4-5 drops of isopropyl alcohol; using a mouth-syringe is recommended.
  • Press and release the switch several times for 1-2 minutes.
  • Vacuum or let dry any remaining isopropyl alcohol.
  • You might need to do this process once every two weeks, two or three times, to completely fix this issue.
  Isopropyl Alcohol

Do to use compressed air that can push the debris further.

You can also try using a light vacuum to clean the switch and surrounded area to remedy this issue.

If the problem persists afterwards, please read the following section.


Keyboard Bath


Take your keyboard to a bath in isopropyl alcohol.

  • Un-plug your keyboard from your computer.
  • Submerge the keyboard in a bin containing 80% isopropyl alcohol with 20% distilled water for a few minutes.
  • Keeping the keyboard submerged, shake it a few times to remove debris.
  • Let the keyboard dry overnight.
  • Make sure the keyboard is completely dry before plugging in into your computer.

If the problem persists afterwards, please read the following section.


Wide keys


Wide KeyswitchWide keys like the Spacebars, Backspace, Enter, Shift, or Ctrl, use a hinge-like wire to stabilize the entire length of the key, particularly the edges, so it can properly move up and down disregarding where you press it. These hinges are called stabilizers, and like all hinges, sometimes might require lubricant to work properly.

  • Please remove the keycap, preferably slowly with a keycap remover. Do not pull hard on the keycap, low incremental pressure is all you require.
  • Apply a small portion of lubricant. No need to overdo; a rice grain like dab size on each spot is enough. Use only Premium Stabilizer Grease or Dielectric Silicone Grease where the arrows point on each of the sides of the keycap stabilizer.
  • Reinstall the keycap. Gently press until is firmly attached.
  • In some instances, adding some grease to the switch, under the keycap, solves the problem.

If the problem persists afterwards, please read the following section.


Auto-repeat


Be aware that your Operating System (OS) has an auto-repeat functionality; this means that when a key is kept pressed for a period of time, your OS repeats the key by itself until you depress the key.
To change or review: Control Panel > Keyboard > Speed Tab.



If the problem persists after you have done all of the above and after a couple of days of usage,
please Contact Us



Some keys appear to send incorrect letters/symbols

If you believe the keyboard is not sending correct letters/symbols as expected, please review the following considerations:

  • Setup DIP switches according to your requirements. For OS X: we recommend having DIP switch #1 in the OFF position.

  • Setup the correct keyboard language/layout on your Operating System Keyboard Preferences (System Settings on OS X) according to your requirements, e.g. English US QWERTY.

  • Make sure keyboard drivers, USB device drivers, and applications related to keyboards or USB devices, are setup according to your requirements.

  • Under OS X: Click Apple menu > System Preferences > Keyboard > Change Keyboard Type:
    • ANSI for English US
    • JIS for Japanese
    • ISO for all other languages

The keyboard sends the correct scan codes corresponding to the printed letters equivalent to an ANSI US QWERTY layout when all DIP switches are ON.

Make sure you installed the keyboard correctly as mentioned in the Installation & Quick Start Guide depending on the Operating System you are using.



The Shift key or Alt-Tabbing appears to get stuck

If after Alt-Tabbing to another application, the Alt-Tab window stays open, until Enter is pressed, or if the Shift key appears to get stuck - that is, although the key has been released the system thinks Shift is pressed (all characters are capitals), amongst others, it means that the "Sticky Keys" option is turned ON. If you do not want this behavior, please verify that the "Sticky Keys" option is turned OFF.

To turn "Sticky Keys" OFF:
Go to Control Panel > Ease of Access Center > Make the keyboard easier to use.
Uncheck the "Turn on Sticky Keys" option.

Additionally, if you press the Shift key five consecutive times, the "Sticky Keys" window shows up where you can turn ON or OFF this option.



How to clean your Keyboard after a coffee spill

If plain water drop over the keyboard, just un-plug your keyboard from your computer and let it dry overnight. Make sure the keyboard is completely dry before plugging in into your computer.

Otherwise, take your keyboard to a bath in isopropyl alcohol:

  • Un-plug your keyboard from your computer.
  • Submerge the keyboard in a bin containing 80% isopropyl alcohol with 20% distilled water for a few minutes.
  • Keeping the keyboard submerged, shake it a few times to remove debris.
  • Let the keyboard dry overnight.
  • Make sure the keyboard is completely dry before plugging in into your computer.
  • You might need to repeat this process a few times if required.
  Isopropyl Alcohol


Keyboard does not appear to work

  • Unplug your Truly Ergonomic Keyboard.
  • Wait 5 seconds.
  • Plug in your Truly Ergonomic Keyboard directly into a working USB port; neither plug in via a USB Hub nor via a KVM switch, and do not use emulation software or Virtualbox.
  • Make sure the Truly Ergonomic Keyboard is plug in and recognized by the Operating System.
  • Make sure you only have one Truly Ergonomic Keyboard plug in.

If the problem persist, unplug your Truly Ergonomic Keyboard, save all your work and close all applications, then reboot your computer. Once the computer restarts, plug in your Truly Ergonomic Keyboard directly into a working USB port, wait until it is recognized by the Operating System.

If the problem persists,
this problem is solved in most cases by upgrading the firmware to the newest version.
Please follow steps to install the newest Firmware


If for any reason the problem persists after you have upgraded the firmware,
please review the following section.



Keyboard does not "wake‑up"


All Truly Ergonomic Keyboards work with Windows®, OS X®, and Linux®.

In some computers and under special circumstances, if the keyboard does not appear to "wake‑up" when either the computer "wakes-up", the computer is turned on, or the keyboard is connected via KVM switch:

Solution 1:

  • Unplug your Truly Ergonomic Keyboard.
  • Wait 5 seconds.
  • Plug in your Truly Ergonomic Keyboard directly into a working USB port; neither plug in via a USB Hub nor via a KVM switch, and do not use emulation software or Virtualbox.
  • Make sure the Truly Ergonomic Keyboard is plug in and recognized by the Operating System.
  • Make sure you only have one Truly Ergonomic Keyboard plug in.

If the problem persist, unplug your Truly Ergonomic Keyboard, save all your work and close all applications, then reboot your computer. Once the computer restarts, plug in your Truly Ergonomic Keyboard directly into a working USB port, wait until it is recognized by the Operating System.

If the problem persist, this can be solved by upgrading the firmware to the newest version.
Please follow steps to install the newest Firmware


If for any reason the problem persists after you have done the above, please review the following information:

Solution 2:

  • With your computer ON and logged-in, plug in your Truly Ergonomic Keyboard into a USB Hub already installed and working with your computer. A working USB Hub included in your monitor is OK.

  • USB Hub must be compatible with USB 3.0 or 2.0 versions.

  • Your computer will recognize the Truly Ergonomic Keyboard (reinstall if required).

  • If you do not have a USB Hub, install any USB Hub compatible with your computer and compatible with USB 3.0 or 2.0 versions. Then, install your Truly Ergonomic Keyboard into this working USB Hub.

Solution 3:

  • On some computers, there is a BIOS option called "Fast boot" or similar. If enabled, your Truly Ergonomic Keyboard might not work properly or might not wake‑up.
  • The BIOS is part of your computer, if you want to know if this setting is enabled or wish to change, please consult your computer's manual.
  • To reach the BIOS when Fast-boot is turned on: turn off your computer, hold down the F2 key and then power-on the computer while holding the F2 key.

If the problem persists under OS X:

We have been in contact with Apple in this regard for some time. We are pleased to mention they revealed that several USB HID issues are fixed in their release OS X 10.8.3 and newer. We suggest you upgrade your system to the newest version compatible with your system.


If the problem persists under Windows 8:

  • Go to "Device Manager" (Start Menu, type 'Device Manager' on the search box, click "Device Manager"), double-click on "Keyboards".
  • Unplug your keyboard, wait 5 seconds, plug in your keyboard and a new entry will show as "HID Keyboard Device".
  • Double click that entry (or right-click), go to the "Driver" Tab, click "Uninstall", click "OK".
  • Unplug your keyboard, wait 5 seconds, plug in your keyboard once again. A new entry will show as "HID Keyboard Device".

If the problem persists:

Some motherboards get into a kind of stale state which heavily affects the USB Hub itself. A total power down on your desktop or laptop might solve this issue.

  • Shut down your computer; do not "Log Off", "Sleep", "Hibernate", nor "Restart".
  • Unplug the computer AC power cord out of the wall socket - on a laptop also remove the battery.
  • Unplug the keyboard from your computer.
  • Wait 2 minutes.
  • Plug in the computer AC power cord on the wall socket - on a laptop install the battery and then plug in the AC power cord.
  • Do not plug in your Truly Ergonomic Keyboard yet.
  • Turn ON your computer, login if required, and wait until the Operating System is ready.
  • Plug in your Truly Ergonomic Keyboard into a working USB port.
  • After 1-2 minutes a message is displayed mentioning that your Truly Ergonomic Keyboard is installed and ready to use.

If the problem persists after you have done all of the above and after a couple of days of usage,
please Contact Us



Keyboard connected via KVM does not respond

The Truly Ergonomic Keyboard is compatible with true USB KVM (Keyboard, Video, and Mouse) switches compatible with USB 3.0 or 2.0 versions.

Using a passive USB-PS2 adapter, and/or a PS2 compatible KVM switch, does not work with a true USB device like the Truly Ergonomic Keyboard.

If your Truly Ergonomic Keyboard does not work with what appears to be a true USB KVM switch compatible with USB 3.0 or 2.0 versions:

  • Unplug your Truly Ergonomic Keyboard.
  • Wait 5 seconds.
  • Plug in your Truly Ergonomic Keyboard directly into a working USB port; neither plug in via a USB Hub nor via a KVM switch, and do not use emulation software or Virtualbox.
  • Make sure the Truly Ergonomic Keyboard is plug in and recognized by the Operating System.
  • Make sure you only have one Truly Ergonomic Keyboard plug in.

If the problem persist, unplug your Truly Ergonomic Keyboard, save all your work and close all applications, then reboot your computer. Once the computer restarts, plug in your Truly Ergonomic Keyboard directly into a working USB port, wait until it is recognized by the Operating System.

If the problem persist, this can be solved by upgrading the firmware to the newest version.
Please follow steps to install the newest Firmware


If for any reason the problem persists after you have done the above, please review section:
Keyboard does not appear to "wake‑up" (after Solution 1)



Embedded Numeric Keypad keys move the cursor instead of sending numbers

If you turn ON the Numeric Keypad (by pressing [1]) and the numeric keypad keys do not send the numbers or symbols that the numeric keypad should send, and instead the cursor or pointer moves around every time you press a key of the numeric keypad, it means you have the "Mouse Keys" option turned ON.

Mouse Keys turns your NumPad into a mouse controller. If you do not want this behavior, please verify that the "Mouse Keys" option is turned OFF.

To turn "Mouse Keys" OFF:

Windows > Control Panel > Ease of Access Center > Make the keyboard easier to use > uncheck the "Turn on Mouse Keys" option.

Linux > Mouse Keys is toggled using Shift + NumLock [1], or System > Preferences > Keyboard > Mouse Keys > uncheck "Pointer can be controlled using the keypad".

If after the above you continue having this issue, please
upgrade the Firmware of your Truly Ergonomic Keyboard to fix this behavior.



Embedded Numeric Keypad does not appear to work

If you press the [1] (NumLock key, right of Fn), and the light indicator below this [1] key turns on, selected keys on the right hand side of the keyboard with small symbols/numbers printed on the front wall become the numeric keypad.

If you press the [1] (NumLock key) and the light indicator below this [1] key does not turn on, it means your Operating System does not support an Embedded Numeric Keypad. If this happens, you can upgrade the Firmware of your Truly Ergonomic Keyboard to change this behavior.

The Embedded Numeric Keypad works on selected Operating Systems that support it. Works with all versions of Windows and Linux, and some older versions of OS X. Newer OS X have this functionality removed or disabled as their equipment no longer have embedded numeric keypads; you can upgrade the Firmware of your Truly Ergonomic Keyboard to change this behavior.

If every time you turn on your computer the Numeric Keypad is ON, or when you press the NumLock key in other keyboards or keypads the Embedded Numeric Keypad of the Truly Ergonomic Keyboard turns ON, and you would prefer that neither of these happen, you can upgrade the Firmware of your Truly Ergonomic Keyboard to change this behavior.

Please note that some computers have the Numeric keypad ON by default, where every time you turn on your computer, the embedded numeric keypad is turned ON. You can change the default behavior so the Numeric keypad is OFF by default when you turn on your computer. Please read the instructions of your computer on how to change this setting; this resides in the BIOS section of your computer. You can also upgrade the Firmware of your Truly Ergonomic Keyboard to change this behavior.



Sound when key is pressed

Conventional keyboards use membrane or scissor keyswitches with rubber domes that have an uncertain and spongy feel, greatly vary their sensitivity through their short life, and require to use too much force for every key press.

The Mechanical keyswitches used for each key in the Truly Ergonomic Keyboard require very low force to activate and provide a gentle tactile feedback when pressed that helps you feel when each key registers.

If you hear a loud sound for each keypress while using your Truly Ergonomic Keyboard, it means you are using too much force - likely badly influenced by conventional keyboards.

Please press the keys as lightly as possible.
You should not hear a loud sound when pressing the keys.



Media eject does not eject media

The Media eject works on selected Operating Systems.

The default media will eject if you press and hold Fn Del|eject for over one second and if your Operating System supports it.



How to manually Reset the Keyboard

Resetting your keyboard manually is a complex task and requires physically opening the keyboard. Before you proceed, if the problem you are having is one of the following, click it to learn how to solve it without the need to reset your keyboard:

Manually resetting the keyboard is only required if you upgraded the firmware of your keyboard and afterwards the keyboard no longer works, or either "DFU_Reset_to_ISP fail" or "DFU_Download fail" message appears every time you are trying to upgrade the firmware.

Beforehand, test your keyboard with another computer – turn on another computer and logon if required, then properly install your keyboard as per instructions in our website. Try different computers if required.

If the keyboard does not work with any computer, please do the following:

First, you need to open and partially disassemble your Truly Ergonomic Keyboard. Please be aware that if you open the keyboard, you dismiss all guarantees.

  • We suggest you install the Dustcover.
  • Unplug your keyboard from your computer.
  • Place your keyboard upside down over a soft clean cloth.
  • Set DIP switch #5 to ON “Firmware protected”.


  • First remove the 9 screws that hold the palmrest, and then remove the palmrest.
  • Then remove the top 2 screws and the 4 additional screws that were hidden by the palmrest.
  • There are 2 additional screws under the back label - located on each of the top corners. Press the label on each corner with your thumbs or fingers to feel where the screw cavity is located, and then use a screwdriver or cutter to split through the label.
  • After all the screws are out, you need to 'horizontally-twist' the top-body against the bottom-body as there are 6 'hooks' that hold these two parts together; 4 hooks on the backside where the cable is located, and 1 hook on each side.
  • We know the design goes beyond conventional, but this, amongst others, makes the keyboard sturdier, more stable, and more comfortable to use.

Once the keyboard is open, reset the keyboard:

  • Make sure DIP switch #5 is set to ON “Firmware protected”. Contrary to setting DIP switch #5 OFF to allow the firmware to be reprogrammed.
  • Plug in your keyboard to your computer. The keyboard needs power to reset itself.
  • Find the MCU (square black box with an “X” marked), and find pins #1 and #36 - green pins in diagram, and pins being touched by a wire in the following images:



  • With a small wire or metal clip, touch pin #1 and #36 at the same time; less than a second will do.
  • You have now performed a soft reset and the keyboard is ready for a firmware to be uploaded.
  • Please consider this method does not work under all circumstances.

After you Reset your Keyboard,
you must upload a Firmware to your Truly Ergonomic Keyboard
otherwise it will do nothing.



Having the keyboard open, if you want to clean your keyboard, do not use abrasive chemicals.

You can either vacuum all parts with a portable vacuum cleaner having a soft brush, remove all debris with a soft paintbrush or toothbrush, or use a slightly isopropyl-alcohol-only dampened cloth. Make sure you unplug your keyboard beforehand, and make sure all parts are perfectly dry and free of any debris before plugging in.





You can find more information in the Answers To Frequently Asked Questions (FAQ) section.


If for any reason the problem persists after you have upgraded the firmware,
and after you have done all of the above and after a couple of days of usage,
or if you have additional questions, please Contact Us.




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The Truly Ergonomic Keyboard design follows the symmetric shape and neutral position of the human body,
promotes a healthier posture helping to reduce wrist, shoulder, neck, and lower back pain and strains,
and allows you to become more efficient and accelerate your productivity in a comfortable and healthy manner.



accelerate your productivity in a comfortable and healthy manner
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