HandShoe Mouse – Frequently Asked Questions

Working with the HandShoe Mouse

General advice for use is provided on our tips page.
The video on the right shows the importance of choosing the correct size in order to realize optimal support for your hand on the HandShoe Mouse

It is also important to set your cursor speed at medium; the next video on the right shows you how to do that for a Microsoft Operating System.

If the information on this page doesn’t answer your question(s), you can email us: support@handshoemouse.com

General Questions and Answers

(Click on the questions below to reveal the answers)

When the cursor does not move smoothly, check the following.
* Check cursor speed setting
* Check if any dust etc. has accumulated in the optical eye of the LED light on the bottom, carefully blow into the eye to remove any obstruction.
* For the wired version, check the cable connection

Your cursor speed should be set at 50% to prevent excessive muscle tension.
To adjust the speed in Windows take the following steps:

1. Click on “Start” in the far left bottom corner of your screen
2. Click on “Control Panel”
3. On the next page click on “Mouse”
4. In the menu at the top, click on Pointer Options
5. Then you can set the cursor speed by moving the Pointer Speed Slider to the middle

No, the HandShoe Mouse buttons cannot be programmed.
Button functions are defined by standard software provided on PC or laptop by Microsoft®, Macintosh®, Apple® and Unix®.

Specific Questions and Answers

Has anything changed in your computer set-up?

This can affect your mouse functions for the HandShoe Mouse uses the operating system (OS) which is standard available on your computer.

  • If the message on the right appears on your screen (“USB Device Not Recognized”), most likely the standard mouse software of your OS is missing
  • This needs to be solved by (re)installing software updates for your OS

Other points of attention:

  • Do NOT place your antenna into a docking station or hub; it should be placed directly into a USB port on your computer as otherwise the communication between mouse and computer may be affected.

My mouse stopped working; what should I do?

A. Wired mouse

  • Is the cable properly connected?
  • Is it properly slotted into the USB sockets of your mouse and your computer?
    • Connect the cable directly into your computer, NOT into a docking station
    • Feel the click of the cable plug settling into the small USB port of the mouse
  • Is the cable damaged? See examples of damaged cable and plug.
  • If you wiggle the cable close to the mouse, does the blue LED light on the bottom go on and off?

If the above points do not provide a solution to your problem, please go to F.

B. Wireless mouse

  • Has the mouse been working o.k. before? Go to C.
  • Has the mouse never worked? Go to D

C. Wireless mouse has been working

  • Did the mouse just stop working?
  • Have you charged the battery in time?
  • Switch the power switch on the base of the mouse OFF and then ON again.

If this doesn’t get the mouse started, continue with these points:

  • Connect the charger cable to mouse and computer
  • Take out the antenna and check if it is in good order:
    • Is the connection between metal and plastic part solid?
    • if the metal part can be moved with respect to the plastic part, the antenna may be damaged. (See image of damaged antenna)
  • If the antenna is o.k., place it back into the computer
  • Wait a couple of minutes and check if the mouse works

In case the mouse doesn’t start working immediately, follow these 7 steps:

  1. Connect the charging cable to be sure the mouse has power
  2. Remove the antenna from the computer.
  3. Press the little black button on the bottom of the mouse (it sits under the QA sticker) and hold it pressed down for a few seconds. (In case the blue LED was on, please wait until it is off *)
  4. When the blue LED light is off, place the antenna back into the computer.
  5. Press the small black button on the bottom of the mouse once, hold for 3 seconds.
  6. Let go of the button.
  7. Then press the button again; the blue LED light on the bottom of the mouse should be switched on again.After these 7 steps, pairing between mouse and computer should be established.

    *) If the blue LED light doesn’t switch off at point 3, or if the above 7 steps do not provide a solution to your problem, please go to F.

handshoemouse damaged cable
broken cable
button below handshoemouse QA

D. Wireless mouse has never worked

  •  Have you connected antenna and charger cable?
    • Place the antenna directly in your computer, so not in a docking station or hub.
  • Have you switched on the power switch below the red sticker at the bottom of your mouse?
    • The power switch version is only available with serial numbers starting from 1309…….

If you followed these steps and the mouse still does not work, follow these instructions:

  1. Connect the charging cable to be sure the mouse has power
  2. Press the little black button on the bottom of your mouse
    • it sits under the QA sticker (see image on the right) and hold this little button for 3 seconds.
  3. Let go of the button.
  4. Then press the little button again
    • the blue LED light on the bottom of the mouse should come on.

After these 4 steps, pairing between mouse and computer should be established.If the above steps in point D do not provide a solution to your problem, please go to F.

E. Damaged or malfunctioning switches (=mouse buttons)

The mouse does not work properly when switches are used, for example:
– multiple clicks are required to activate screen function
– when switch is operated, multiple screen functions become active
– when switch is operated nothing happens

F. If the suggestions above don’t solve your problem

Please contact support@handshoemouse.com and provide us with the following information:

  1. The Type and Size of mouse you have (e.g. wired, Medium, Right)
  2. The serial number, to be found at the bottom of your mouse:
    S/N …………..
  3. Your telephone number and the time when we can reach you at your desk. (Please note we’re based in the Netherlands)

WARRANTY Period and Conditions

  • HandShoe Mouse Light Click (LC) Models with serial numbers starting with 1309…. or higher are supplied with a three year warranty.
  • All earlier Models have a one year warranty.
  • When claiming warranty, a copy of your purchase confirmation from your supplier is required.

Warranty does not apply for:

  • Normal wear and tear of mouse sliders
  • Loss of cable or antenna
  • Damaged cable or antenna
  • Mouse Body damage due to maltreatment (e.g. mouse being dropped etc.)
  • Mouse that has been opened without our written consent
  • Broken mouse buttons as a result of maltreatment, dropping, accidents etc.Spare parts (antennas and cables) can be ordered on this order page (scroll down to bottom of that page).

How do I apply for warranty?
Which information needs to be provided to claim warranty?

Return Merchandise Authorization (RMA) Procedure:

In case you need to return a product to Hippus for whatever reason,
first get in touch with us at support@handshoemouse.com and ask for a Return Merchandise Authorization (RMA) code in the heading of your email.

When instructed by us to return the mouse, click the link below to download and read the instructions:

Customers in the EEC download this document: RMA EEC

Customers outside the EEC download this document: RMA outside EEC

After receiving this RMA code plus instructions from Hippus you may return the HSM to the indicated address.

Start-up of your wireless HandShoe Mouse

antenna instriction1. Carefully push the micro antenna into an available USB socket of your computer, keyboard or display (Look at the way in which the connector is orientated and line it up with the socket before you attempt to push it in).

 

antenna instruction 2
2. Place the charger cable in another USB socket

 

 

 

antenna instruction 3

 

3. Connect the charger cable to the mouse at the front

 

 

 

antenna instruction 4

 

4. If the battery is very low, a red light will start flashing under the scroll wheel

 

 

 

antenna instruction 5

5. Leave the charger cable in place to charge the battery for six hours. You can use the mouse straight away while charging the battery, as long as the micro antenna is in place (see step 1)

 

 

antenna instruction 6

6. Place the mouse on the desk and press one of the mouse buttons.

This should establish contact.

 

 

7. Check if contact is established: the cursor should move when you move the mouse

8. If the cursor does not move, read the other instructions on this page.