In this article, we explain how to proceed in the event that your FixMeStick scan is unable to establish a Bluetooth connection with your wireless peripherals (e.g. keyboard and/or mouse).
Tip: If you are a Windows user looking for information about pairing your Bluetooth mouse and/or keyboard, unfortunately you will not be able to do so during the FixMeStick scan. Please use a wired mouse and/or keyboard.
1. While your computer is in the FixMeStick scan, turn off your mouse and leave it off for 10 seconds.
2. Turn the mouse back on, and wait for a window to appear that shows a Bluetooth connection is attempting to be made.
3. Click Continue once the window shows that the mouse has been found.
4. The mouse should now be paired and able to be used in the scan.
Tip: It can sometimes take 10 minutes for the mouse to move after you have clicked OK and it has shown that the mouse is successfully connected.
1. While your computer is in the FixMeStick scan, turn off your keyboard and leave it off for 10 seconds.
2. Turn the keyboard back on, and wait for a window to appear that shows a Bluetooth connection is attempting to be made.
3. A window will appear asking you to click a set of numbers or letters on the keyboard. Click those keys and then hit Enter.
Tip: Nothing appears on the screen when you hit any of the keys, so don’t be alarmed if it seems like nothing is happening.
4. After you hit Enter, a window will appear that shows whether or not the connection was successfully made. If it was unsuccessful, it will ask you to enter a different set of keys on the keyboard and then hit Enter again.
5. Sometimes it can take a few tries, but eventually it should pair successfully and be able to be used during your FixMeStick scan.
If the above pairing options did not work, you will need to complete a factory upgrade of your FixMeStick.
1. With your computer on and your FixMeStick plugged in, click here to download the factory upgrade.
- If you are using Google Chrome, you will see the download appear in a toolbar at the bottom of your browser.
- Otherwise, you can find the file in the Downloads folder in your Finder, found in your Dock.
2. Double-click on the download, which should then open this window:
3. Right-click (or two-finger tap on the trackpad) on the FixMeStickFactoryUpgrade icon, click Open, and then allow the application to open by clicking Yes.
Note: your security preferences may require that you enter your password.
- Now wait for the download to complete. It can take up to several minutes.
- Once the window shows that the factory upgrade has downloaded successfully, then shut your computer down and try starting a scan over from the beginning.
If you are still unable to pair your wireless keyboard and/or mouse during your FixMeStick scan after trying the steps above, we recommend using wired versions that do not require a Bluetooth connection to be used on your computer.