Knowledge Base


How you can clean your Keyboard or Numeric Keypad after a coffee spill?

If only clean water drop over the product: un-plug your product from your computer, let the water drain, dry it as much as possible with a clean soft cloth or small vacuum, and let it dry overnight. Make sure the product is completely dry before plugging in into your computer.

Otherwise, give your product a bath:

  • Un-plug your product from your computer.
  • Submerge the product in a bin containing 20% isopropyl alcohol with 80% Distilled/Deionized water for a few minutes.
  • Keeping the product submerged, shake it a few times to remove debris and contaminants as much as possible.
  • You can also take a clean soft cloth, submerge, and use it to scrub it.
  • Drain the product and let it dry overnight.
  • Make sure the product is completely dry before plugging in into your computer.
  • You might need to repeat this process a few times if required.
  Isopropyl Alcohol


Sound when key is pressed

Conventional keyboards and numeric keypads 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 and Numeric Keypad 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 product, it means you are using too much force - likely badly influenced by conventional products.

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




Numeric Keypad


How you can switch between PC and Mac mode?

All our Numeric Keypad models work with Windows, Mac OSX, and Linux.

PC model shortcuts default to work with Windows or Linux.
Mac model shortcuts default to work with Mac OSX.

The only difference between models are the Cut-Copy-Paste-Undo-EditCell-Redo shortcuts.

With either model, you can switch between PC and Mac mode
press Fn+Esc+1 to switch to PC mode
press Fn+Esc+3 to switch to Mac mode




Keyboard


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 Mac OSX: 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 Mac OSX) 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 Mac OSX: 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 appear 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.



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 or is ON all the time

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.

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.



Keyboard does not appear to work properly

  • 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.



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

Only some older Models 207 or 209 using Cherry-Brand switches have this problem.

Newer Models 227 and 229 do not have this problem.
If you have a newer Model 227 or 229 that appear to have a problem,
please request an RMA.


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 switch mechanism


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

  • Do not use compressed air that can push the debris further.
  • 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.
  • Make sure the keyboard is dry before plugging into your computer.
  • If you are in need to do this process every two weeks or so, we suggest you read the following section.
  Isopropyl Alcohol

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


Cleaning the switch mechanism with an Electrical Contact Cleaner


  • Do not use compressed air that can push the debris further.
  • 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.
  • Gently spray with an Electrical Contact Cleaner like DW40 Electrical Contact Cleaner or Deoxit Contact Cleaner using their included straw.
  • Press and release the switch several times.
  • Make sure the keyboard is dry before plugging into your computer.
  Electrical Contact Cleaner

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


Keyboard Bath


Give your keyboard a bath in isopropyl alcohol.

  • Un-plug your keyboard from your computer.
  • Submerge the keyboard in a bin containing 20% isopropyl alcohol with 80% Distilled/Deionized water for a few minutes.
  • Keeping the keyboard submerged, press faulty keys multiple times, and shake the keyboard a few times to remove debris and contaminants as much as possible.
  • Take the keyboard out, shake it while turning right side up, left side up, and upside down.
  • Submerge and shake inside the container, press the faulty keys multiple times, and shake outside the container, as many times as you like - the more the better.
  • Take the keyboard out and drain as much as possible.
  • 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



How to manually Reset your 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 on the link 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 any other computer – turn on any other computer and logon if required, then properly install your keyboard as per instructions in our website. Pleaw 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 done all of the above,
or if you have additional questions, please Contact Us.






Truly Ergonomic products' design gently combines Ergonomics and Kinesiology, and are the result of years of research and development featuring effective design enhancements to aid in user's comfortable and stress‑free operation.

Truly Ergonomic products are priced in line with their quality, benefits, and health advantages.










Helping you become productive in a comfortable and healthy manner
All contents Copyright 2017 © Truly Ergonomic Ltd. • Truly Ergonomic™ is a Trademark of Truly Ergonomic Ltd.