Support Library

To be able to clearly determine a hardware error, please proceed as follows:

Connect your USB device directly to another USB port of the computer. Please do not use a switch or extension cable. When connecting a keyboard, please check if the LEDs flash briefly.

Please check whether the latest drivers have been installed for the CHERRY device.

For wireless products, please also note the following:

• Are the batteries or rechargeable batteries charged?
• Your device may have lost the connection to the receiver. For many products, you can perform a new connection procedure. You will find a corresponding description in the respective operating instructions or under the FAQs "Information on radio products".

You may also have the opportunity to test the CHERRY device briefly on another computer.

You are also welcome to contact our CHERRY customer service at 800-510-1689 or send us an e-mail via our contact form.

Within the first 2 years from the date of purchase, the statutory warranty applies. To assert your legal warranty rights, please contact the seller / dealer of your product directly. From a purchase date of April 2019, CHERRY offers an extended warranty for many keyboards and mice from the Office and Industry range. You can find detailed information about this here. In addition, CHERRY offers a repair service for some keyboards, e.g. with trackball or touchpad. For this, please contact our CHERRY customer service on 800-510-1689 or send us an e-mail via our contact form.

You are welcome to submit spare parts requests via our contact form. Please make sure that you state the correct article number of your CHERRY device here. You will find this on the bottom of the device under P/N such as JD-9100DE-2.

Unfortunately, it is not possible to integrate a replacement receiver with the CHERRY DW 3000, as the keyboard and mouse have already been permanently connected at the factory.

Unfortunately, it is not possible to integrate a replacement receiver with the CHERRY DW 9000, as the keyboard and mouse have already been permanently connected at the factory.

Basically, transmission interference can never be completely ruled out with wireless products. This can have several causes:

a) A weak battery or a weakly charged battery. Provided the product has been working for a while without any problems, a weak battery or a nearly empty battery will be the most likely cause. Change the battery or charge the batteries.

b) Other transmitting devices - please deactivate them temporarily to isolate the problem: Bluetooth transmitters/receivers, UMTS cell phones, cordless phones, WLAN, wireless devices (such as a baby monitor), other (non-Cherry) wireless mice or wireless keyboards (they may be transmitting on the same frequency). If you have detected the interferer, place it as far away as possible from the keyboard/mouse receiver or plug e.g. keyboard/mouse receivers into USB sockets at the front of the computer, the other transmitters at the back of the computer.

c) Often the computer itself, the USB 3.0 port or a USB 3.0 stick can be the source of interference. If you have the possibility, please connect the receiver to a USB 2.0 port. The recommendation to go to a USB 2.0 port does not only apply to CHERRY devices. Regarding the USB 3.0 issue, you are welcome to view a whitepaper from Intel at www.usb.org/sites/default/files/327216.pdf.

Do you have a USB extension at hand? With this you could test the receiver at different locations. Usually you will quickly find a location where the keyboard and mouse run without interference. Sometimes it is even helpful to place the receiver further away. If you don't have an extension, just let us know again so that we can send you a free extension.

You can connect the keyboard and mouse to your receiver as follows:

Please make sure to place the mouse and keyboard very close to the receiver during the connection process and avoid a USB 3.0 slot if possible.

Mouse:

• Connect the receiver to the USB port of your computer.
• Press the scroll wheel and the right mouse button at the same time (keep them pressed) while turning on the mouse.
• After that, release the buttons.

Keyboard:

• Unplug the receiver briefly and plug it back into the USB port of your computer.
• First press the ESC key (keep pressed) and additionally the Q key for about 3 seconds until the battery LED flashes.
• Then release the keys.

The connection process is now complete.

You can connect the keyboard and mouse to your receiver as follows:

Please make sure to place the mouse and keyboard very close to the receiver during the connection process and avoid a USB 3.0 slot if possible.

Keyboard:

• Unplug the receiver from the USB socket and plug it back in.
• Within about 10 seconds, hold the keyboard as close to the receiver as possible and press the "ESC" and "Q" keys simultaneously. When the LED in the scroll button flashes for about 10 seconds, the connection is established.

Mouse:

• Pull the receiver out of the USB socket and plug it back in.
• Within approx. 10 seconds, hold the mouse as close as possible to the receiver while simultaneously pressing the mouse wheel and the right mouse button. When the LED in the mouse wheel flashes for about 10 seconds, the connection is established.

Please connect your keyboard and mouse to your receiver as follows:

When connecting, please make sure to place the mouse and keyboard very close to the receiver and avoid a USB 3.0 slot if possible.

Mouse:

• Turn off the mouse.
• Connect the receiver to the USB port of your computer.
• Within 30 seconds, press the scroll wheel while simultaneously turning on the mouse.

Keyboard:

• Switch on the keyboard.
• Connect the receiver to the USB port of your computer.
• Within 30 seconds, press the ESC and Q keys on the keyboard simultaneously.
• Release the keys when the battery status LED of the keyboard flashes after about 3 seconds.

The connection process is now complete.

Please connect your keyboard and mouse to your receiver as follows:

During the connection process, please make sure to place the mouse and keyboard very close to the receiver and avoid a USB 3.0 slot if possible.

Mouse:

• Turn off the mouse.
• Connect the receiver to the USB port of your computer.
• Within 30 seconds, press the scroll wheel while simultaneously turning on the mouse.
• Do not release the scroll wheel until the mouse's battery status LED flashes.

Keyboard:

• Turn off the keyboard.
• Connect the receiver to the USB port of your computer.
• Turn on the keyboard.
• Within 30 seconds, press the ESC and Q keys on the keyboard simultaneously.
• Release the keys when the battery status LED of the keyboard flashes after about 3 seconds.

The connection process is now complete.

Please connect your keyboard and mouse to your receiver as follows:

During the connection process, please make sure to place the mouse and keyboard very close to the receiver and avoid a USB 3.0 slot if possible.

Make a new connection between the keyboard and the receiver:

• Unplug the receiver from the USB socket and plug it back in.
• Turn off the keyboard (switch on the back to "0").
• Within about 10 seconds, hold the keyboard as close as possible to the receiver and press the "ESC" and "Q" keys simultaneously.
• While holding the keys down, turn the keyboard on (switch on the back to "I"). When the 3 LEDs of the keyboard (Caps Lock key, Scroll key, NUM key) blink after about 3 seconds, the connection is established.

Establish a new connection between the mouse and the receiver:

• Unplug the receiver from the USB socket and plug it back in.
• Switch off the mouse (switch on the bottom side to "0").
• Within about 10 seconds, hold the mouse as close as possible to the receiver and press the scroll wheel.
• While holding down the scroll wheel, turn the mouse on (switch on the bottom to "I"). When the DPI button on the mouse flashes after about 3 seconds, the connection is established.

The pairing process must be done within 30 seconds after plugging in the receiver.

You can connect the keyboard and mouse to your receiver as follows:

Please make sure to place the mouse and keyboard very close to the receiver during the connection process and avoid a USB 3.0 slot if possible.

Keyboard:

• Unplug the receiver from the USB socket and plug it back in.
• Turn off the keyboard (switch on the back to "0").
• Within about 10 seconds, hold the keyboard as close as possible to the receiver and press the "ESC" and "Q" keys simultaneously.
• While holding the keys down, turn the keyboard on (switch on the back to "I"). When the 3 LEDs on the keyboard flash after about 3 seconds, the connection is established.

Mouse:

• Unplug the receiver from the USB socket and plug it back in.
• Switch off the mouse (switch on the bottom side to "0").
• Within about 10 seconds, hold the mouse as close as possible to the receiver and press the scroll wheel.
• While holding down the scroll wheel, turn the mouse on (switch on the bottom to "I"). When the DPI button on the mouse flashes after about 3 seconds, the connection is established.

You can connect the keyboard and mouse to your receiver as follows:

When connecting, please make sure to place the mouse and keyboard very close (10 cm) to the receiver and avoid a USB 3.0 slot if possible.

Mouse:

• Turn off the mouse.
• Plug in the receiver.
• Within 30 seconds, press the scroll wheel and simultaneously turn the mouse on RF.
• Press and hold the scroll wheel until the LED at the top starts flashing red.
• The mouse is now connected.

Keyboard:

• Turn off the keyboard.
• Plug in the receiver.
• Press the ESC and Q keys and while holding them down, turn the keyboard on to RF.
• Press and hold the keys until the Charge Level Indicator LED starts flashing red.
• Release the keys, now the status LEDs (Caps Lock, Roll and NUM) should be flashing.

Please connect the mouse to your receiver as follows:

During the connection process, please make sure to place the mouse very close to the receiver and avoid a USB 3.0 slot if possible.

• Do not connect the receiver to your computer's USB port yet.
• Press the scroll wheel and the right mouse button at the same time (keep them pressed) while switching on the mouse.
• Release the buttons.
• Now plug in the receiver.

The connection process is now complete.

Please connect your mouse to the receiver as follows:

During the connection process, please make sure to place the mouse very close to the receiver and avoid a USB 3.0 slot if possible.

• Plug in the receiver
• Turn on the mouse
• Press the scroll wheel for 2 - 3 seconds
• Release the scroll wheel when the battery indicator LED flashes.

The connection process is now complete.

You can connect the mouse to your receiver as follows:

When connecting, please make sure to place the mouse and keyboard very close to the receiver and avoid a USB 3.0 slot if possible.

• Connect the receiver to the USB port of the PC/notebook.
• Bring the mouse within two centimeters of the receiver. You can also use the charging cable with the adapter connected for this purpose.
• Press the DPI button and the left and right mouse buttons simultaneously. When the middle LED flashes green, the mouse is connected to the receiver.

If the connection was not established within one minute, please repeat the process.

Lithium batteries have a high voltage, low self-discharge and can be stored and operated in a wide temperature range. Furthermore, they have no memory effect. This means that there is no loss of capacity with frequent partial discharge, as is the case with nickel-cadmium batteries, for example.

Self-discharge is a process that occurs, among other things, due to processes in the electrodes for all types of batteries and rechargeable batteries. The extent to which the battery is affected depends on the battery type, i.e. the composition. When stored at about 20 degrees Celsius, a lithium-ion battery loses less than 2% of its charge per month. Nevertheless, it is recommended to recharge lithium batteries to 50 % - 60 % of capacity in the meantime if they are stored for a long time (> 12 months) in order to avoid deep discharge.

Deep discharge is the use of the battery until it is almost completely discharged. In terms of devices, this means use until the device switches itself off. In the worst case, this can lead to a complete loss of battery capacity during recharging. It is therefore recommended to always charge the battery in good time. Due to the fact that lithium batteries are free of memory effects, you can do this at any time with a clear conscience. Short charging, however, should also be avoided. With your Cherry device, however, deep discharge is almost impossible. This is ensured by an automatic shutdown of the device when falling below a specified capacity limit. You should only ensure prompt charging to avoid deep discharge and thus damage due to further self-discharge.

The rule of thumb for the correct storage temperature is room temperature. As a rule, a storage temperature of 15 - 25 degrees Celsius is considered optimal. In order to prevent a deep discharge and thus possible damage to the battery, the state of charge should be about 50 % - 70 % during longer storage. Charging to 100% should be avoided, but is automatically prevented by a battery protection circuit in your Cherry device. In the case of storage periods of significantly more than 12 months, batteries should be charged in the meantime to avoid deep discharge. Extreme temperatures and also large temperature fluctuations should be avoided.

Depending on the usage behavior or care (e.g. avoiding deep discharge, wrong storage...) lithium batteries can be used for up to 3000 charging cycles. Batteries are considered worn out when they fall below 75% of their original capacity.