General troubleshooting steps

If your keyboard isn't working correctly but you aren't sure what's going on, we have a few tips to get you up and running or at least identify where the problem is coming from.

Most of these tips are related to connectivity. The most common reason a Dygma keyboard may not work correctly is a lack of power or an unstable connection. Both things can originate from software or hardware (making it tricky to identify).

We recommend following these steps to troubleshoot:

Cables

1. First, ensure that you are using the original Dygma cables. They are designed specifically for our keyboards, especially the short ones that connect the sides of the keyboard to the neuron.
2. Switch the short cable of one side of the keyboard for the longer 50cm USB C to C cable that is included with the keyboard, and test the keyboard to see if the issue persists.
3. Switch back to the original side cable, and then use the longer USB C to C cable on the other side instead to test both side cables.
4. You can also try flipping the cables 180º. Use the bit connected to the keyboard for the neuron and vice versa.
5. If none of the above worked, try different cables to connect your Neuron to your computer. If you have a non-Dygma cable, try it too. This may help discover a Dygma faulty cable.
6. If you're using the C to A adaptor to connect to a USB A port, either try a C port or try using a USB C to A cable. This may help discover a faulty C to A adaptor. 

Important: Never connect the sides of the keyboard directly to the computer. It won’t work and can damage the keyboard. 

Ports

1. Use USB ports that are directly connected to your motherboard; avoid front USB ports, HUBs, or monitor ports.
2. Try different USB ports on your computer, both USB 2.0 and USB 3.0.

Neuron

1. Try connecting only the neuron to the computer and see if Bazecor recognizes the keyboard. 
   
2. Test the Neuron on another computer with Bazecor. If it works there, something about your main computer's configuration is causing the issue.

Bazecor

1. If you are still having the issue, uninstall Bazecor completely.
   
   • Windows:
     • Close Bazecor
     • On the Start menu, look for "Add or remove programs." Open it.
     • In the Apps & Features list, look for all apps named Bazecor (you may have more than one). Select them and click uninstall. Confirm uninstallation.
     • Delete Bazecor folders in Windows:
       • C:\Users\$YourUser$\AppData\ Local\Programs\BAZECOR
       • C:\Users\$YourUser$\AppData\ Roaming\BAZECOR´
   • Mac:
     • Close Bazecor
     • Delete Bazecor folders in:
       • Mac/Applications/BAZECOR
       • Mac/Users/$YourUser$/Library/ ApplicationSupport/BAZECOR
2. Then, download Bazecor and install it again.

Firmware

1. Open Bazecor and update your Defy's firmware by going to the "Firmware Update" tab on the left sidebar menu and following the instructions on the screen.
2. If you already use the latest firmware, please "Reflash" in the same menu. A corrupted firmware could also cause this, so re-flashing could fix this.

If your keyboard still doesn't work correctly after following these troubleshooting steps, please email us at support@dygma.com.