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GT: Troubleshooting

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Bluetooth Troubleshooting

If your GT will connect to its USB receiver, but you are unable to pair over Bluetooth, please try the following troubleshooting steps:

1. Confirm that your GT is correctly entering Bluetooth pairing mode - When you switch your GT on with one of its buttons held down it should enter Bluetooth pairing mode. This is indicated by the green LED on the top of GT flashing in a consistent pattern of two quick flashes, followed by a pause.

If your GTs LED is not flashing in this pattern, please proceed to step 2.

If the LED is behaving correctly, but you are still unable to pair with it proceed to step 5.

2. Remove old GT Bluetooth pairings - The most common cause for problems pairing over Bluetooth is if your GT already paired with another nearby device. As it may try to connect to the old pairing rather than creating a new one.

So if you are trying to create a new pairing be sure to remove old pairing from any nearby devices first; including the device you are trying to pair to.

3. Unplug your GT's USB receiver - If you USB receiver is plugged in nearby when the GT is switch on it will attempt to pair with this first even if a Bluetooth connection is available. So unplugging it is recommending if you are connecting over Bluetooth.

4. Perform a Factory Reset of your GT - If your GT still will not connect, performing a factory reset may get it back up and running. The steps to do this are as follows

  1. Remove any Swiftpoint GT Bluetooth pairings to nearby computers or devices.
  2. Make sure your USB receiver is connected to your computer.
  3. Make sure your Swiftpoint GT is switched to OFF.
  4. While holding down the two top buttons (Front and Rear) switch the Swiftpoint GT from OFF to the ON position. Continue holding both buttons for a full 10 seconds, then release both buttons.
  5. Hold your Swiftpoint GT next to the USB receiver and roll the scroll wheel once every few seconds.
  6. The LED should give a short flash each time you move the scroll wheel. Then will give one slightly longer flash and stay off once the pairing is complete. (this should only take a few seconds)

If your GT is still unable to create a Bluetooth pairing after successfully performing a factory reset. There may be an issue with the device you are trying to pair your GT with. We will begin to investigate this possibility in step 5.

5. Confirm the device you are trying to pair with has Bluetooth 4.0 support. - The Swiftpoint GT uses the Bluetooth 4.0 standard. So if your device does not have compatibility with this it will only be able to pair with the GT by using the USB receiver.

Almost all Bluetooth capable devices released in the last 5 years will support BT 4.0. But one notable exception to this is computers that are still running Windows 7. As even if your Bluetooth adapter is Bluetooth 4.0 capable, unfortunately Windows 7 is not. 

Below is a table of some popular devices and when they first got Bluetooth 4.0 support.

Device                       Models that support BT 4.0
iMac                           Late 2012 and later
Mac Mini                   Mid 2011 and later
Mac Pro                     Late 2013 and later
MacBook                   Early 2015 and later
MacBook Air             Mid 2012 and later
MacBook Pro            Mid 2012 and later
iPad                            Early 2012 and later (3rd gen)
iPad Mini/Air/Pro     All models support BT 4.0
iPhone                        4s and later
Samsung Galaxy       S3 and later

If your device is not in this table, and several years old, you should be able to find its supported Bluetooth version on its manufacturers website.

Once you are confident your PC or device supports Bluetooth 4.0 we will now proceed to some general troubleshooting  proceed to step 6.

6. General Bluetooth troubleshooting - At this point it is possible the Bluetooth adapter of the PC or device you are pairing with is not functioning correctly. So we will now perform some general troubleshooting steps:

  • Go to your devices Bluetooth settings and turn Bluetooth off and on again.
  • Power your PC or device off, then back on again.

Windows 10:

  1. Open the Start menu, then select Settings  > Update & security  > Troubleshoot.
  2. Under "Find and fix other problems", select Bluetooth > Run the troubleshooter.

iOS (iPad/iPhone):

  • Reset Network Settings: This option can be found under Settings > General > Reset > Reset Network Settings.

Max OS X:

Remove your Bluetooth preferences list: This file can cause problems connecting with Bluetooth devices if it is corrupted. Removing it will allow it to be recreated.

  1. Open a Finder window and navigate to /Macintosh HD/Library/Preferences. 
  2. Scroll through the list until you find the file called 'com.apple.Bluetooth.plist'. 
  3. Select the com.apple.Bluetooth.plist file and drag it to the desktop. This will create a copy of the existing file on your desktop; we're doing this to ensure that we have a backup of the file we're about to delete. 
  4. Right-click the com.apple.Bluetooth.plist file and select Move to Trash from the pop-up menu.
  5. You'll be asked for an administrator password to move the file to the trash. Enter the password and click OK.
  6. Close any applications you have open. 
  7. Restart your Mac.

Once you're sure that your Bluetooth problem has been resolved, you can delete the backup copy of com.apple.Bluetooth.plist from your desktop. Should the problem continue, you can restore the backup copy of com.apple.Bluetooth.plist by simply copying it back into the /Macintosh HD/Library/Preferences folder.

Reset your Bluetooth hardware module: This Bluetooth debug option restore your Bluetooth module to default settings, which will also remove all connected Bluetooth devices.

  1. From the OS X desktop, hold down the Shift+Option keys and then click on the Bluetooth menu item to reveal the hidden Debug menu.
  2. From the drop-down menu select Debug, Remove all Devices.
  3. Now open the Bluetooth menu again with Shift+Option held down, and select the “Reset the Bluetooth module” option.
  4. Select Debug, “Reset the Bluetooth module” from the Debug menu list.
  5. When finished resetting, reboot your Mac as usual.

Android:

  • Clear the Blutooth cache (Android only). Sometimes apps will interfere with Bluetooth operation and clearing the cache can solve the problem. Go Settings > Backup and restart > Reset network settings. 

7. Contact support - If you are still unable to connect with your GT after performing these procedures, please email us at [email protected] so that we can assist to diagnose the issue further, or provide a warranty replacement where applicable.

Be sure to mention that you have completed these steps along with any details you may have noticed while doing so.

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Swiftpoint GT USB Receiver Troubleshooting

If your GT is working correctly over Bluetooth, but you are unable to connect with your USB receiver, please try the following steps in sequence:

1. Re-pair your GT to its receiver - Your GT may have just lost its pairing to your receiver. Please perform the steps below to re-create this pairing.

  1. Ensure your USB receiver is attached to your computer
  2. Ensure that your mouse is switched to the OFF position
  3. Hold down all three (3) buttons on the mouse (front, rear and the stylus underneath) and move the switch from OFF to ON
  4. Release the buttons and hold the mouse close to the USB receiver - you should see the led flash several times to indicate pairing

If your GT does not connect the its USB receiver after performing this procedure, proceed to step 2.

2. Check if your receiver is still able to charge your GT - Even if your GT is almost fully charged, its green LED should flash for several seconds when placed on the USB receiver for charging.

If it does not flash at all, (and your GT is still working correctly over Bluetooth) your receiver may be damaged. In which case please proceed to step 3.

If your GTs LED is flashing correctly when placed on the receiver, then proceed to step 4.

3. Check for physical damage to the USB receiver - If your receiver has been left plugged into a laptop while in a bag. Movement in transit can put a lot of strain on the receiver, particularly if your laptop is not firmly held in place in your bag. 

Damage from this can present as a slight bend, or movement between the black plastic and USB portion of the receiver. If you notice this on your receiver then unfortunately a replacement will be required. In which case they are available for purchase separately here.

If there is no bend or movement between the two halves of the receiver, but it is still not charging your GT, please proceed to step 4.

4. Confirm your GT is recognised by your computer - If your USB receiver is not correctly detected by your computer, your GT will not be able to communicate with it. So to confirm it is being recognised, please follow the steps below for your operating system.

Windows:

  1. Open the Start Menu and click the settings cog almost directly above it.
  2. Select Devices.
  3. Your USB receiver should appear in the "Mouse, keyboard, & pen" category as a "GesturePoint Mouse Dongle" as shown in the image below. 
  4. If your USB receiver is not in this list. This could indicate a problem with the USB port your are using, or the receiver itself.
  5. So please try connecting your USB receiver to another USB port. Or if you are using a USB hub, try connecting it directly with your PC. Then check again if it appears in the device list.
  6. If your GT did not appear in the list at first, but now does after changing USB port, try the pairing process from step 1 again.
  7. If your USB receiver does appear in this list, but you are still unable to pair with it. Please proceed to step 5.
  8. If your USB receiver will not appear in this list, and your USB ports are working for other devices, proceed to step 6.

windows_usb_receiver_detected.png.628296bff9f8b5c10ab935fc3fb78523.png

Mac OS:

  1. Press Command + Space bar to open a Spotlight search.
  2. Type 'System Information' and press enter.
  3. At the bottom of the Hardware category, select USB.
  4. Look through the USB Device Tree on the right of the window for a "GesturePoint Mouse Dongle" as shown in the image below.
  5. If your USB receiver is not in this list. This could indicate a problem with the USB port your are using, or the receiver itself. 
    So please try connecting your USB receiver to another USB port. Or if you are using a USB hub, try connecting it directly with your PC. Then check again if it appears in the device list.
  6. If your GT did not appear in the list at first, but now does after changing USB port, try the pairing process from step 1 again.
  7. If your USB receiver does appear in this list, but you are still unable to pair with it. Please proceed to step 5.
  8. If your USB receiver will not appear in this list, and your USB ports are working for other devices, proceed to step 6.

mac_usb_receiver_detected.png.1f798e8521fa91f52c562fe353ad47e7.png

5. Perform a Factory Reset of your GT - If your GT still will not connect, performing a factory reset may get it back up and running. The steps to do this are as follows

  1. Remove any Swiftpoint GT Bluetooth pairings to nearby computers or devices.
  2. Make sure your USB receiver is connected to your computer.
  3. Make sure your Swiftpoint GT is switched to OFF.
  4. While holding down the two top buttons (Front and Rear) switch the Swiftpoint GT from OFF to the ON position. Continue holding both buttons for a full 10 seconds, then release both buttons.
  5. Hold your Swiftpoint GT next to the USB receiver and roll the scroll wheel once every few seconds.
  6. The LED should give a short flash each time you move the scroll wheel. Then will give one slightly longer flash and stay off once the pairing is complete. (this should only take a few seconds)

If your GT does not connect to the receiver after performing the factory reset, try step 1 once more. As the reset may have resolved the issue that was preventing the regular pairing process from working.

If it still will not pair with your receiver please proceed to step 6.

6. Replace USB receiver - Unfortunately if your USB receiver is still not working, there is likely a problem with the receiver itself. If your GT is not physically damaged and still under warranty, please contact support at [email protected] to arrange a replacement. Otherwise replacement receivers are available for purchase separately here.

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General GT Troubleshooting

If your mouse is not working at all, please try the following steps in sequence:

1. Confirm your GTs battery is charged - to do this,  check for activity from the green LED on the top of your GT. It should flash at least once when you switch your GT on. However it it flashes constantly (even when you are not moving the mouse at all) this would indicate the battery is very low on charge.

So if it is flashing constantly, or not at all, please charge the mouse by docking it on the USB receiver (plugged into your computer's USB port).  Your computer will need to be turned on to charge the mouse.

If your mouse has battery charge or the mouse charging LED does not flash when your mouse is docked, please continue to Step 2.

2. Check if your GT has lost its connection to the USB receiver/Bluetooth - Switch your GT on and watch its green LED while you move it on your desk, or click its buttons.

If the LED flashes every time you interact with it, this indicates your mouse itself is functional, but cannot find its USB receiver or Bluetooth connection. In which case please proceed to step 3.

Any other response from the LED may indicate a problem with the mouse itself, or a partial connection. So if this is the case, please continue to Step 4.

3. Attempt to re-pair with your USB receiver - To pair with the USB receiver:

  1. Ensure your USB receiver is attached to your computer
  2. Ensure that your mouse is switched to the OFF position
  3. Hold down all three (3) buttons on the mouse (front, rear and the stylus underneath) and move the switch from OFF to ON
  4. Release the buttons and hold the mouse close to the USB receiver - you should see the led flash several times to indicate pairing

If your GT does not connect to its USB receiver after performing these steps please continue to Step 4.

4. Perform a factory reset of your GT - To restore your GT to factory settings, and re-pair it with your USB receiver:

  1. Remove any Swiftpoint GT Bluetooth pairings to nearby computers or devices.
  2. Make sure your USB receiver is connected to your computer.
  3. Make sure your Swiftpoint GT is switched to OFF.
  4. While holding down the two top buttons (Front and Rear) switch the Swiftpoint GT from OFF to the ON position. Continue holding both buttons for a full 10 seconds, then release both buttons.
  5. Hold your Swiftpoint GT next to the USB receiver and roll the scroll wheel once every few seconds.
  6. The LED should give a short flash each time you move the scroll wheel. Then will give one slightly longer flash and stay off once the pairing is complete. (this should only take a few seconds)

If the reset procedure is unable to connect your GT to the USB receiver, please try it with another USB port, or continue to step 5.

5. Attempt to re-pair via Bluetooth - Since your GT seems to be unable to connect to its USB receiver, checking if it can pair over Bluetooth would confirm if there is a problem with your mouse itself, or just with the USB receiver.

Please just note that the GT requires Bluetooth 4.0 support. Almost all Bluetooth capable devices released in the last 5 years should support BT 4.0. But one notable exception to this is computers that are still running Windows 7. So if you use windows 7, try the steps below with another PC or your phone instead:

  1. Ensure that your USB receiver is NOT attached to your computer or device.
  2. Remove any existing Swiftpoint GT Bluetooth pairings. Both from the device you are trying to pair with, and any other nearby devices you have connected to previously.
  3. Set the Swiftpoint GT to the OFF position and access your computer or devices Bluetooth settings; ensuring that Bluetooth is enabled.
  4. Hold down the rear button on your Swiftpoint GT and move the switch to the ON position. Approximately 5-10 seconds later the green LED will begin flashing quickly indicating pairing mode.
  5. Select your Swiftpoint GT in the Bluetooth device list and pair the devices (In Windows 10 click "Add Bluetooth or other device" then select Bluetooth to view devices available for pairing)

If your GT can successfully pair over Bluetooth, but will still not connect to its USB receiver. There is likely a problem with the receiver itself. If your GT is still under warranty, please contact support to arrange a replacement. Otherwise replacement receivers are available for purchase separately here.

Alternately if your GT is also unable to pair over Bluetooth, please contact support.

6. Contact support - If you are still unable to connect with your GT after performing these procedures, please email us at [email protected] so that we can assist to diagnose the issue further, or provide a warranty replacement where applicable.

Be sure to mention that you have completed these steps along with any details you may have noticed while doing so.    

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Optical Sensor Troubleshooting

If your mouse buttons and scroll-wheel are working, but you are unable to move the cursor, or the cursor is not working correctly; please try the steps below.

1. Check sensor for obstructions and clean sensor - The first thing to check with any mouse movement related issue is that nothing is obstructing the optical sensor. 

The sensor is located next to the stylus, as shown in the image below. Any hair or dust build up on or around this could cause poor cursor performance, such as drifting or stuttering. More significant obstructions could temporarily stop it functioning at all.

So if you can see any signs of build up on the clear plastic part of the sensor gently wipe it down with a slightly damp q-tip, or corner of a microfiber cloth.

gt_sensor.jpg.a99941e01d22f9165246e02e38dcc9e5.jpg

2. Check the stylus is properly installed, and not stuck down - The stylus can effect cursor tracking in one of two ways. 

Firstly if it is loose it can slightly drag along the surface of your mouse mat; even when you are not tilting. Each time it activates while doing this your cursor will stop moving, and instead a scroll or gesture command will be sent.

The other possibility is if the stylus has been jammed down completely. If this happens you will not be able to move the cursor at all, left click will still work but right click will only be able to trigger gesture commands, not open context menus etc.

In either case the solution is to remove you GT's stylus, check for any problems in its recess; then reinstall it. You can view a demonstration of how the stylus can easily be removed and reinstalled using a paper clip here.

 

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Mouse Buttons Troubleshooting

If you are able to move the cursor with your GT but either the front or rear mouse buttons are not responding, please try the steps below.

1. Check if there is a physical fault with the button switch - As the GT responds differently when it is turned on depending on what buttons are held down. You can test if your GTs buttons are physically functional by switching your GT off and on again with different buttons held down and checking how it responds.

For reference how the LED should respond is as follows:

If no buttons are held down when the GT is switched on the LED will either:

  • Flash once quickly, then remain on for five seconds if it automatically connects to the USB receiver.
  • Flash three times rapidly, then remain on for five seconds if it automatically connects via Bluetooth.
  • If neither the USB receiver or a Bluetooth connection is available when switched on, the LED will flash once, then remain off; unless a button is pressed or the mouse is moved, where it will flash three times rapidly.

If either left or right mouse button is held down the LED should flash in a consistent pattern of two quick flashes followed by a pause (indicating Bluetooth pairing mode). 

If both buttons are held down the LED should behave the same as when only one is held down. However if you continue to hold both buttons after a few seconds the pattern will change to rapid flashing for a few seconds (indicating a factory reset). 

By testing these three scenarios, you should be able to confirm if either a button is stuck down (you get the response for one button being held down when you are not holding any), or if a button is not working at all.

However if the LED is responding as expected in all three cases the buttons themselves must be okay. But something else could be interfering with them. 

2. Check the stylus is properly installed, and not stuck down - If the GTs stylus is stuck down it can prevent the left or right mouse buttons from working in their normal manner. 

So please try temporarily removing your GTs stylus to see if your buttons start working again. You can view a demonstration of how it can be removed and installed here.

 

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I just updated to macOS 10.14 Mojave, and my GT is no longer working.

image.thumb.png.cc3f1c90f0787599cb041b5e844ccf3c.png

Mojave introduced some new security features which can interfere with the Swiftpoint Manager and prevent the GT from working.

Fortunately this can be corrected by giving the Manager access to your Computer again in "System Preferences > Security & Privacy > Privacy > Accessibility", as in the screenshot below.

image.thumb.png.402dee35b6d9ca61b25d54557610d506.png

 

If you do not have a touch-pad or another mouse you can use to do this, you will first need to disable the Manager. This can be done with just your keyboard by following the steps below:

1. Press "Ctrl + F2" to shift focus to the menu bar, you should see the Apple symbol highlighted in Blue. (on a MacBook you may need to press the "fn" key as well to enable F2).

image.png.902202f2b4f3f26da3cc69e7e6711916.png 

2. Use the arrow keys to select the tools menu, then Select Disable Manager (Press right arrow twice, then down arrow twice, followed by Enter).image.png.414b0d09da1cc2f3422f4a846dd96836.png 

3. The Manager will ask you if you want to disable it, press Enter again proceed.

image.thumb.png.2df949be136045e5dc3f2984a31d38c4.png

With the Manager disabled, or using another mouse/touch-pad use the steps below to allow the Swiftpoint Manager to function on your computer again.

1. Open "System Preferences" from the Dock.

image.png.31091244ed6ecc9a285a9986be221528.png 

2. From System Preferences Select "Security and Privacy" from the top row.

image.png.44e75a7c30ac13730f7fa5babe92f5ad.png

3. Now select the Privacy Tab, and look down the list for Accessibility.

image.png.489f75a06c17e315d185bf776f86d3d7.png          image.png.6b56624fca8ffdc9464789005a1aecf1.png

4. With Accessibility open, click the lock and enter your admin password to make changes.

image.png.ccef24d55e85eae6293bcfdaeb997d35.png         image.png.cf56393f8ec168714cc4328f22b54053.png

5. Once these settings are unlocked click the checkbox next to "SwiftpointManagerHelper".

image.png.9b1b6a91af628e5c0ff18a87c781068c.png

6. You can now close the "Security and Privacy" window and go back to the Swiftpoint Manager to re-enable it.

image.png.6e818544d997dbf15626f6ccd098df69.png

 

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