OysterMouse

Warranty: 1 Year  

Troubleshooting:

When trouble shooting, please keep a record of the results.  If trouble shooting is ineffective, please contact us with what the issue is, what trouble shooting was done, the results of the trouble shooting, and your Invoice number.

Check for the following:

1. Is the charging cable damaged?  (check for kinks in the cable as damage to the cable can prevent the mouse from charging properly)

2. For the wireless versions, does the mouse work as a wired mouse? (connected to the computer via the USB cable)

3. If it is not currently, plug the USB receiver directly into the computer

4. Use a different charging cable and plug it into a different USB port

5. Plug the USB receiver into a different port

6. Are there other wireless devices being used near the mouse?

7. What are the indicator lights displaying?

8. Did resyncing the mouse to the USB received resolve the issue, even if only temporarily?

9. Are you able to remove and reinstall the driver?

Issue - The OysterMouse is not holding charge, or has charging issues.

Has the issue developed after the mouse was fully charged?  Occasionally, after receiving a full charge the OysterMouse will need to be switched off and then on again to refresh the connection with the USB received.  The On/Off switch can be accessed when opening the mouse up to an angle.

Removing and then plugging in the USB receiver may also resolve the issue.  Make sure that the USB receiver is plugged directly into the computer and not another peripheral as this can impact performance.

Does the mouse work when it is plugged in and charging?  The OysterMouse only connects to the computer via the USB receiver, not the cable.  The OysterMouse can be used while it is plugged in and charging as long as the USB receiver is also plugged in.  If the mouse is not working while it is plugged in charging, then it is a connectivity issue between the mouse and the USB receiver.

Does the mouse work when using a different USB cable?  If it does, then the charging cable that came with the OysterMouse is damaged.  If the mouse is under warranty, a new cable will be provided.

When the mouse is plugged in charging, if the indicator light is green, this means the mouse has charge.  Another way to confirm if the mouse has charge is to unplug the mouse and switch the mouse on/off.  If the sensor light does flash, then the mouse has charge.  Other lights will not appear if the mouse is not connecting to the USB receiver.  

If the light flashed red continuously, this means that the mouse needs to be charged.  However, even when the mouse has low charge/needs to be charged, it should still work before the battery is completely drained, so it may be a connectivity issue between the mouse and the USB received.

If the indicator light flashed once when unplugged or when a button on the mouse is pressed, this is the mouse in sync mode searching to connect to the USB receiver.

Issue - The OysterMouse Wireless goes to "sleep" if it has been inactive to conserve the battery but it "wakes up" when it is moved and clicked.

Make sure the OysterMouse is fully charge before use.

If there is a problem with an OysterMouse that has been fully charged, it could be a connectivity issue.

Firstly, to ensure the mouse operates correctly, the USB receiver needs to be plugged directly into the computer, not a USB hub or other USB accessory such as a keyboard. 

Make sure that the mouse is switched on, the on/off switch can be accessed when opening the mouse up to an angle. 

Confirm that the mouse has charge, or plug in the mouse to charge while installing. 

- When the mouse is not plugged in and has charge, there will be no lights on the top

- When the mouse is fully charged and plugged in, the light on the top of the mouse will turn green

- When the mouse is charging and plugged in, the light on the top of the mouse will be red

- When the mouse is not plugged in and is running low on battery the light on top will begin flashing red

As the OysterMouse uses generic Plug & Play drivers, sometimes if these drivers have previously been used by another mouse on the computer they don’t recognise the new mouse.

- If you are using Windows 7 or later, you will be able to check this through the Device Manager then selecting Mice and other pointing devices

- All the mice that the computer is registering will be listed below, if you remove the USB receiver the list should refresh to indicate that a mouse has been removed

- If the list does not update the computer is not recognising the driver.  Plug the USB receiver back in.

- By right clicking on the items listed (HID-compliant mouse) there will be an option to select Scan for Hardware changes – if the driver was searching for another device, this may rectify the issue

- If this doesn’t resolve the issue, right click on the items listed and select Uninstall device all the mice that are using a generic driver (HID-compliant mouse).  This will remove the devices from the list.

- Next remove the USB receiver for the OysterMouse and then plug back in.  The computer should then search for the driver and download it automatically.

- Unplugging and plugging back in any mice you use on the computer will reinstall the generic drivers once they have been removed from the list

Issue - The OysterMouse Switches Off by itself and takes a few hours to Turn Back On

If the mouse is turning itself off and you are having to flick the on/off button back off then on again for it to respond, there could be a connectivity issue between the mouse and the USB receiver.

It is recommended for optimal performance and connectivity to have the USB receiver plugged directly into the computer and not a hub, or other peripheral.

Try charging the mouse via a different USB port.  Some ports produce less power than others and may produce enough power to keep the mouse on while it’s plugged in, but not enough to charge.  If the port output is inconsistent, this can impact the performance/connectivity.

Reduce the other wireless devices in the vicinity of the mouse.

Resync the USB receiver to the mouse by doing the following:

- unplug the mouse from the charging cable

- plug in the USB receiver

- while holding the mouse close to the plugged-in USB receiver, switch the mouse on and off a few times (the On/Off switch can be accessed by opening the mouse at an angle)

- sync between the mouse and the USB has been refreshed

Occasionally, after receiving a full charge the OysterMouse will need to be switched off and then on again to refresh the connection with the USB receiver.  The On/Off Switch can be accessed when opening the mouse up to an angle.

Removing and then plugging in the USB Receiver may also resolve the issue. Make sure that the USB receiver is plugged directly into the computer and not another peripheral as this can impact performance.

Try charging with a different USB cable.  The OysterMouse uses standard USB Type A to USB Mini B charging cables: 

The provided cable may not be transmitting enough power to charge and could be faulty.  If another cable charges the mouse fully, we can send a replacement cable.

Is the issue replicated when used on another computer?

As the OysterMouse uses generic Plug & Play drivers, sometimes if these drivers have been used by another mouse on the computer, they do not recognise the OysterMouse.

- If you are using Windows 7 or later, you will be able to check this through the Device Manager then selecting Mice and other pointing devices

- All the mice that the computer is registering will be listed below, if you remove the USB the list should refresh to indicate that a mouse has been removed

OysterMouse USB Plugged In                             After the OysterMouse USB has been removed

- If the list does not update and the computer is not recognising the driver, plug the USB back in.

- By right clicking on the items listed (HID-compliant mouse) there will be an option to select Scan for Hardware changes – if the driver was searching for another device, this may rectify the issue

- If this does not resolve the issue, right click on the items listed and select Uninstall device for all the mice that are using a generic driver (HID-compliant mouse).  This will remove the devices from the list.

- Next remove the USB for the OysterMouse and then plug back in.  The computer should then search for the driver and download it automatically.

- Unplugging and plugging back in any mice you use on the computer will reinstall the generic drivers once they have been removed from the list

If another OysterMouse has been used on the same computer, there could be a driver conflict between the original mouse and the new mouse.  Uninstalling and then reinstalling the mouse driver may resolve the issue.

As the OysterMouse uses generic Plug & Play drivers, sometimes if these drivers have previously been used by another device on the computer and their has been an operating system update, they do not recognise the OysterMouse correctly.  Uninstalling the driver may resolve the issue.

- While the USB receiver is plugged in, open the Bluetooth and other device settings via Windows Search:

- Under the Mouse, keyboard & pen section, select the OysterMouse.  It will be listed as Smart Dongle:

- Select Remove device.  Confirm that you wish to remove the device.

- The OysterMouse should now be disconnected from the computer.

- Remove the USB receiver from the computer.

- Switch the mouse off.

- Switch the mouse back on.

- Plug the USB receiver back in.  The driver should automatically download.

Issue - The OysterMouse Does Not Work

Try charging the mouse via a different USB port.  Some port produce less power than others, and may produce enough power to keep the mouse on while it is plugged in, but not enough to charge.

If the mouse is left to charge overnight while the computer is off, it will not charge.  Occasionally if a computer is in “sleep” mode it will also not charge devices.  It is possible to charge the mouse via a wall outlet USB charger.  This will help determine if the issue is with the USB port.

Occasionally, after receiving a full charge, the OysterMouse will need to be switched off and then on again to refresh the connection with the USB receiver.  The on/off switch can be accessed when opening the mouse up to an angle.

Removing and then plugging in the USB receiver may also resolve the issue.  Make sure the USB receiver is plugged directly into the computer, and not another peripheral, as this can impact performance.

Issue - Cursor Tracking is Not Working Properly

Follow these troubleshooting steps to resolve sensor light issues if the mouse pointer wanders across the screen on its own, and even when your hand is on the mouse in a stationary position, the pointer goes for an explore across the screen.

There could be some dust or debris on the sensor light on the base of the mouse that is impacting performance.  This can be resolved by performing the following tasks:

- gently wiping the sensor

- cleaning the surface that the mouse is used on

- changing the surface that the mouse is used on.  The mouse will not track correctly on glass surfaces.  A black or white surface will deliver the best tracking.

Check that the mouse is working properly.

If it is not, check the following:

- there are no harsh kinks, twists or bends in the cable

- there is no damage to the metal USB connector

If the cable appears to be physically undamaged, to resolve lagging issues, perform the following:

- change the USB port the mouse is plugged into.  USB ports can degrade over time and not output the same level of power they once did.  If this starts to occur, performance can be impacted.

- plug the USB directly into the computer, instead of a hub or other peripheral.  This is recommended for optimal performance and connectivity.  Lagging could be due to a connectivity issue between the mouse and the computer.

If none of the above has solved the issue, lagging could be caused by a driver issue.  The OysterMouse uses generic Plug & Play drivers.  Operating system updates can occasionally impact the performance of the generic Plug & Play drivers as well as other mice that have used the drivers.  Uninstalling then reinstallying these drivers may resolve the issue.

To uninstall the Plug & Play driver, follow the below steps:

- While the mouse is plugged in, open the Device Manager via the Control Panel or by using Windows Search

- Expand the "Mice and other pointing devices" section

- Right click on the OysterMouse.  It will be listed as "HID-compliant mouse"

- Select "Uninstall device" from the menu

- Clicking "Uninstall device" will cause a warning popup to appear.  The popup informs you that this will uninstall the device from the system.  This action will render the OysterMouse unusable until the driver is reinstalled.

- If there are multiple "HID-compliant mouse" listed, uninstall all of them.

- Unplug the OysterMouse

- Restart the computer

- Plug the OysterMouse back in.  The driver should automatically download.