FAQ

Frequently Asked Question

(ALL)

All Barcode Scanner Docking Station Document Camera Headset Keyboard Mice Receiver USB Hub Webcam

Q: How do I make my keyboard show all three colors at the same time?

A: Only one color can be shown at a time, the picture with all three colors is for demonstration purposes only

Applied for following item(s): AKB-110EB / 150EB

Q: How do I make my keyboard light up?

A: This model is only fluorescent as in a bright color, no RGB is used

Applied for following item(s): AKB-132UY

Q: My keyboard works however the touchpad does not work

A: Please check the Device Manager to see if a new mouse is being detected when the keyboard is plugged in, if it is, please uninstall it, unplug the keyboard and plug it back in

Applied for following item(s): AKB-440UB / 4400UB / AKB-450UB / 4500UB / AKB-410UB / AKB-425UB / AKB-270UB / AKB-411UB / WKB-4050UB

Q: How do I adjust the speed of the touchpad

A: The touchpad is recognized as a mouse, to adjust the speed go into mouse properties of your computer and adjust the cursor speed

Applied for following item(s): AKB-440UB / 4400UB / AKB-450UB / 4500UB / AKB-410UB / AKB-425UB / AKB-270UB / AKB-411UB / WKB-4050UB

Q: When I turn on or off the number lock on the keypad, it also shuts off the numberlock on my keyboard

A: Numberlock keys are synchronized, therefore the system will only see the numberlock as one key rather than two

Applied for following item(s): AKB-618 / WKB-6010UB

Q: My smart card reader is not working

A: The end user needs to have software in order to extract the information, we only provide the hardware

Applied for following item(s): AKB-630SB-TAA

Q: How do I program my keyboard

A: Please download the programmable driver from the product page on our website

Applied for following item(s): AKB-650EB

Q: When I have all the USB ports used, the led's begin to flash and I lose connectivity

A: Some USB devices draw too much power, please use an external power source

Applied for following item(s): AUH-3040 / AUH-3070

Q: The docking station is not being recognized by my laptop

A: Please verify the type of USB-C port your device has as not all ports can transfer data

Applied for following item(s): AUH-4010 / AUH-4020 / AUH-4030 / AUH-4040 / AUH-4050 / AUH-4060

Q: I get a disconnection message every couple of seconds when the docking station is plugged in

A: Defective chipset, please contact rma@adesso.com for a replacement if under warranty

Applied for following item(s): AUH-4020

Q: My laptop won't display 3 monitors when I have all 3 connections plugged in

A: Your laptop needs to be able to support multiple displays, it will depend on your graphics card

Applied for following item(s): AUH-4040 / AUH-4050 / AUH-4060

Q: My mac can't display dual monitors

A: If you have an M1 or higher chipset, this will be an issue due to limitations of the chipset

Applied for following item(s): AUH-4040 / AUH-4050 / AUH-4060

Q: Can I use a 100W power adapter instead of the 65W adapter it comes with

A: It can support up to 100W

Applied for following item(s): AUH-4050

Q: Can this charge my laptop?

A: Yes using the PD port, it can deliver a charge to laptops

Applied for following item(s): AUH-4050 / AUH-4060

Q: Why is the image so zoomed in?

A: This model has a resolution of 480P which the field of view is much narrower compared to higher resolution models

Applied for following item(s): CyberTrack H2

Q: My image is reversed, how can I fix it

A: Please download the lastest driver to change the image orientation, if it does not work, please check our website for the latest firmware

Applied for following item(s): CyberTrack H2 / CyberTrack H3 / CyberTrack H4

Q: My webcam has purple/pink streaks across the image, how do I fix this

A: Please download a firmware update: https://download.adesso.com/software/CyberTrack_H3_Update.zip

Applied for following item(s): CyberTrack H3

Q: How do I control the zoom of the camera

A: You can zoom in/out with our webcam driver

Applied for following item(s): CyberTrack H4 / CyberTrack H5 / CyberTrack H6 / CyberTrack H7 / CyberTrack K1 / CyberTrack K4 / CyberTrack F1

Q: Can I turn off the auto focus feature?

A: When using Windows, please open the Windows native app "camera", go into the settings and enter pro mode, go back into the camera app and on the left side you will see a slider bar that let's you control the focus

Applied for following item(s): CyberTrack H5

Q: My webcam only displays a black screen

A: Please make sure the webcam lens cover is not on your lens, or privacy switch is not set to disable the image

Applied for following item(s): CyberTrack H5 / CyberTrack H6 / CyberTrack H7 / CyberTrack K1 / CyberTrack K4 / CyberTrack F1

Q: The camera is not being detected

A: Please check your Device Manager under cameras or imaging devices, if it's not there, please check whether a security setting or anti-virus is blocking it, if these steps do not work, please make sure you are using the original cable as not all cables can transfer data

Applied for following item(s): Document Camera

Q: How can I display the image onto a projector that is connected to a computer

A: Please plug in the USB cable from the document camera into your computer, from there the computer will display the image when you launch the software or your own software on the computer then onto the projector

Applied for following item(s): Document Camera

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-131R

Applied for following item(s): GYM1100-2200 / 5600

Q: Mic is not working

A: Check your microphone privacy settings and microphone sound settings in case the mic was set to mute

Applied for following item(s): Headset

Q: No audio is going to my headset

A: Make sure the mute button is not enabled from the control box or in system sound settings

Applied for following item(s): Headset

Q: Audio is only working from one side

A: Please check volume settings to assure the balance is set to equal distribution

Applied for following item(s): Headset

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-130R

Applied for following item(s): iMouse A10

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-132R

Applied for following item(s): iMouse A20

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-130R

Applied for following item(s): iMouse E10 / iMouse E20 / iMouse E90 / iMouseV10

Q: Mouse lost connection to the receiver, how can I pair it again

A: Have the mouse turned off, plug in the USB receiver into your PC, and then turn on the mouse and immediately hold down the right click button and the scroll wheel at the same time for 10 seconds

Applied for following item(s): iMouse E10 / iMouse E30 / iMouse E70 / iMouse E90 / iMouse A10 / iMouse A20 / iMouse M6 / iMouse HC-3000US / iMouse S50 / iMouse S60 / iMouse M20 / iMouse S80 / iMouse V10

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-137R

Applied for following item(s): iMouse E15 / iMouse V40

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-120R

Applied for following item(s): iMouse E30 / iMouse E70 / iMouse E55

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-160R

Applied for following item(s): iMouse E40 / iMouse E60

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-170R

Applied for following item(s): iMouse E50

Q: Mouse lost connection to the receiver, how can I pair it again

A: Turn off the mouse, plug in the USB receiver into your PC, and then turn on the mouse and immediately hold down the connect button on the bottom of the mouse for 10 seconds

Applied for following item(s): iMouse G25 / iMouse T30 / iMouse T40 / iMouse T50 / iMouse T60

Q: I can't find the software for Mac

A: These models only have a programamble driver through Windows,for Mac it is only plug and play

Applied for following item(s): iMouse P10 / iMouse P20 / iMouse P30

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-139R

Applied for following item(s): iMouse P40

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-126R

Applied for following item(s): iMouse Q10

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-129R

Applied for following item(s): iMouse Q20

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-124R

Applied for following item(s): iMouse Q70

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-125R

Applied for following item(s): iMouse Q80

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-111R

Applied for following item(s): iMouse S60

Q: Where can I download the programmable driver or software for my mouse

A: You can download the driver or software for your specific mouse in the product page on our website

Applied for following item(s): iMouse S60 / iMouse T30 / iMouse T40 / iMouse T50 / iMouse P10 / iMouse P20 / iMouse P30

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-128R

Applied for following item(s): iMouse S80B / iMouse S80R / iMouse S80L

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-122R

Applied for following item(s): iMouse T30 / iMouse T40 / iMouse T50

Q: I can't find the software for Mac

A: These models only have a programamble driver through Windows,for Mac it is only plug and play

Applied for following item(s): iMouse T30 / iMouse T40 / iMouse T50

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-143R

Applied for following item(s): iMouse T60

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-142R

Applied for following item(s): iMouse V30

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-138R

Applied for following item(s): iMouse V50

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-123R

Applied for following item(s): iMouseS50

Q: Is my keyboard programmble?

A: If your keyboard model does not have a programmable driver then it will only be plug and play

Applied for following item(s): Keyboard

Q: Will my keyboard work on a Mac?

A: It will work as plug and play, however some keys may not work as they were designed for Windows devices

Applied for following item(s): Keyboard

Q: Some keys do not work

A: For wireless models, please try a reset, unplug the USB receiver and insert it back in and immediately hold down the Escape key and the letter K at the same time for 10 seconds For wired models, please try uninstalling the keyboard through the Device Manager, then unplug the keyboard and plug it back in

Applied for following item(s): Keyboard

Q: My keyboard enters characters twice when I only pressed the key once

A: Adjust the keyboard repeat delay in the keyboard properties

Applied for following item(s): keyboard

Q: Can I use any wireless receiver for my keyboard

A: Universal receivers don't work with our products, they must be an Adesso receiver that belongs to that model #

Applied for following item(s): Keyboard

Q: Do Adesso keyboards work with a PS/2 adapter

A: It is not a guarantee it will work, some brands will work with our keyboards while others don't

Applied for following item(s): Keyboard

Q: The scroll wheel on the mouse is not working

A: For wireless models, please try a reset, unplug the USB receiver and insert it back in and immediately hold down the right click button and scroll wheel at the same time for 10 seconds For wired models, please try uninstalling the mouse through the Device Manager, then unplug the mouse and plug it back in

Applied for following item(s): Mice

Q: The mouse won't track when using different surfaces

A: If the surface is too shiny or reflective it can cause issues with tracking

Applied for following item(s): Mice

Q: The right side of my keyboard types numbers instead of letters

A: For mini keyboards with an integrated keypad you will need to shut off the number lock by pressing the Function key (FN) and the number lock key at the same time

Applied for following item(s): Mini keyboard

Q: My scanner is not working when I scan

A: These models are bluetooth only, you will have to pair the scanner to your PC/device through bluetooth first

Applied for following item(s): Nuscan 2500TB / Nuscan 3500CB / Nuscan 3500TB / Nuscan 4100B

Q: I lost the charging cable, what is the part # so I can place the order

A: The part # is ACS-3500

Applied for following item(s): Nuscan 3500CB / 3500TB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-136R

Applied for following item(s): NuScan 4300B

Q: My package came with a disc, however I don't have a CD reader, where can I download the software?

A: You can find the software on the product page of your model in our website

Applied for following item(s): Nuscan 500A

Q: Where can I find the software for my document camera?

A: You can find the software on the product page of your model in our website

Applied for following item(s): Nuscan 510 / Nuscan 810 / Nuscan 520 / Nuscan 820 / Nuscan 830

Q: The scanner seems to be disconnected from the receiver in the cradle

A: Please follow the pairing instructions found in the programming manual of your scanner

Applied for following item(s): Nuscan 5200TR / Nuscan 7300CR / Nuscan 2700R

Q: The scanner does a double carriage return when scanning

A: Please use the single carriage return barcode that is found in the user manual

Applied for following item(s): Nuscan 5200TR / TU

Q: Scanner makes 3 rapid beeps when trying to scan

A: The scanner needs to be re-paired to the receiver inside the cradle, please review the user manual or contact us

Applied for following item(s): Nuscan 7300CR

Q: How do I program my scanner?

A: Each scanner has it's own unique programming manual, you can find your user manual in the product page of your model on our website

Applied for following item(s): Nuscan Barcode Scanners

Q: The scanner can scan certain barcodes, however can't scan other barcodes we use

A: Not all barcode types come enabled from factory due to storage reasons, please verify the type of barcode in question, and search for the enable barcode for that type in the programming manual

Applied for following item(s): Nuscan Barcode Scanners

Q: The scanner is not working properly

A: Please refer to the factory default settings in the Quick Start Guide or programming manual

Applied for following item(s): Nuscan Barcode Scanners

Q: The scanner is adding an extra digit to the end

A: Please verify your barcode type, and refer to your programming manual to turn off a check digit parameter

Applied for following item(s): Nuscan Barcode Scanners

Q: My scanner keeps going into sleep mode, how do I extend the timer

A: Please refer to the programming manual sleep timing

Applied for following item(s): Nuscan Barcode Scanners

Q: The software does not launch when I click on it

A: The mouse must be plugged in to your device in order for the software to detect it and launch

Applied for following item(s): Programmable Mice

Q: Do all of the USB hubs come with a power adapter

A: Only our 7 port USB hubs come with a power adapter

Applied for following item(s): USB Hubs

Q: How do I install my webcam for the first time?

A: �It�s a plug and play model, please plug in the USB cable to a USB port on your PC and it will automatically install the standard windows driver (if you have an integrated webcam, please disable it first). You may use any camera app to test that it�s working

Applied for following item(s): Webcam

Q: How do I adjust settings on my webcam for Windows?

A: Please download our latest driver: http://adesso.com/UploadFiles/CyberTrack_Driver_V2.02.zip

Applied for following item(s): Webcam

Q: I keep receiving a microphone is muted error, how do I fix this

A: Please open up your microphone properties and select the levels tab, click on the sound logo with the red circle next to it to unmute it, click apply to finish

Applied for following item(s): Webcam

Q: Can I mount an Adesso webcam onto a tripod

A: Most of our webcams support mounting on a tripod with the exception of CyberTrack H2/H3/H4

Applied for following item(s): Webcam

Q: My webcam is having intermittent issues

A: Please check the product page to see if there is any firmware updates

Applied for following item(s): Webcam

Q: How do I adjust settings on my webcam for Mac?

A: Please download our latest driver: https://download.adesso.com/software/CyberTrack_Mac_Driver_V2.02.zip

Applied for following item(s): Webcam

Q: I can't hear the other person during a conference call

A: Our only webcam with a speaker is CyberTrack C100, the rest do not have speakers and your PC/laptop will need to have speakers

Applied for following item(s): Webcam

Q: Why can't I see an indication LED to tell me when the webcam is being used

A: Our webcams do not have LED's on them, only our CyberTrack C100 has this feature

Applied for following item(s): Webcam

Q: The webcam works when left alone, however when I touch it It'll lose connection

A: Please check the back of the webcam, if the cable feels loose or pops out easily, the camera would need to be replaced

Applied for following item(s): Webcam

Q: My mouse turns on, however it does not move the cursor

A: Please follow the pairing instructions for your model found in our FAQ

Applied for following item(s): Wireless Mouse

Q: My mouse goes into sleep mode, how do I wake it up

A: Press the middle button or any of the other buttons to wake up the mouse

Applied for following item(s): Wireless Mouse

Q: I lost my USB receiver, which model do I purchase

A: Please refer to our Receivers FAQ for your model #

Applied for following item(s): Wireless Mouse

Q: My computer is asking for a pin number for the bluetooth connection

A: Our pin numbers are 0000 or 1234

Applied for following item(s): WKB-1000BB / WKB-2000BB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-114R

Applied for following item(s): WKB-1100CB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-110R

Applied for following item(s): WKB-1150 / 3150

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-115R

Applied for following item(s): WKB-1200CB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-135R

Applied for following item(s): WKB-1320CB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-141R

Applied for following item(s): WKB-1320CB-TAA

Q: How do I pair my keyboard to the USB receiver

A: Plug in the USB receiver into your computer and turn on the keyboard by inserting the batteries, immediately press and hold the ESC key + K key for 10 seconds

Applied for following item(s): WKB-1320CB / WKB-1330CB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-140R

Applied for following item(s): WKB-1330CB / iMouse M40

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-150R

Applied for following item(s): WKB-1500 / WKB-1300 / iMouse G25

Q: How do I pair my keyboard to the USB receiver

A: Plug in the USB receiver into your computer and turn on the keyboard, immediately hold the connect button on the bottom of the keyboard for 10 seconds

Applied for following item(s): WKB-1500GB / WKB-1600CB / WKB-3150UB / WKB-1150UB / WKB-4500UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-121R

Applied for following item(s): WKB-1600CB, iMouse M20,iMouse M70

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-190R

Applied for following item(s): WKB-2200UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-2.4G1

Applied for following item(s): WKB-3000U

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-100R

Applied for following item(s): WKB-3100U

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-133R

Applied for following item(s): WKB-3100UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-2.4G

Applied for following item(s): WKB-3100UB WKB-4000UB / US WKB-4200UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-180R

Applied for following item(s): WKB-3500

Q: Trackball is not scrolling smoothly

A: Please try cleaning the trackball with a damp cloth and if possible use compressed air and blow into the crevices around the trackball

Applied for following item(s): WKB-3500UB / 3150UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-112R

Applied for following item(s): WKB-4010UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-117R

Applied for following item(s): WKB-4030UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-118R

Applied for following item(s): WKB-4040UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-119R

Applied for following item(s): WKB-4050UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-113R

Applied for following item(s): WKB-4110UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-134R

Applied for following item(s): WKB-4400UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-2.4G-01/RCV-134R

Applied for following item(s): WKB-4400UB / WKB-4500

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-127R

Applied for following item(s): WKB-4500UB

Q: Where can I download a driver to use advanced features

A: If your touchpad has a glidepoint logo you can find the driver on our website, if it does not have a glidepoint logo then it is plug and play and not programmable

Applied for following item(s): WKB-4500UB / AKB-450UB / AKB-270UB / AKB-425UB

Q: I lost my receiver, which receiver model # can I purchase?

A: RCV-116R

Applied for following item(s): WKB-6010UB

Q: Headset not working on xbox

A: Headset is not compatible with xbox

Applied for following item(s): Xtream G1

Q: Not working on xbox one

A: It is not compatible due to microsoft requiring a chip

Applied for following item(s): Xtream G4

Q: Where can I download the software?

A: You can download the software from the product page on our website

Applied for following item(s): Xtream G4

Q: Can you change name on devices for pairing multiple headphones at the same time

A: Unfortunately this is not possible

Applied for following item(s): Xtream H2

Q: does this headset come with 3.5mm connectors

A: Yes the Xtream H4 comes with 3.5mm connectors

Applied for following item(s): Xtream H4

Q: The volume wheel is not working

A: Please check to see if the wheel is sunken in, if it appears to be sunken in then it must have been pushed through it's track

Applied for following item(s): Xtream H5U

Q: No audio is going to my headset

A: Make sure the mute button is not enabled from the control box

Applied for following item(s): Xtream P2

Q: Can't connect to bluetooth

A: Make sure your bluetooth is on, if it still won't connect turn off and back on your bluetooth or reset the bluetooth settings

Applied for following item(s): Xtream P500

Q: Headset won't go into pairing mode

A: Please make sure the headset is not connected to any previous devices, it can only connect to one device at a time

Applied for following item(s): Xtream P500 / P600

Q: Can't use both microphone and audio at the same time on teams or zoom

A: Chipset compatibility issue, need to replace

Applied for following item(s): Xtream P600