General troubleshooting | About Split Keyboards - Troubleshooting

The Halcyon keyboards are tested at the factory using a semi-automated process, and its test results are logged by using the unique serial number given to each keyboard half. There's a lot that can go wrong. While the automated tests do cover most cases, it can still happen that the keyboard doesn't work as you'd expect. In these cases, it's usually not your fault and you won't have to worry - your keyboard is covered by our warranty for at least the first two years after purchase.

A Halcyon keyboard consists of a few parts, and the important parts that make it work are the keyboard PCB and its controller. The controller can be swapped easily. You can use this guide to figure out which part may be the culprit of the issue you're facing. You might be able to solve it yourself by following the steps, and if not, we'll be able to send you the right replacement part. Let's get started!

Possible issues

The keyboard doesn't turn on - no RGB LEDs light up and/or no input is displayed on the computer when trying to type on the keyboard.
Only the connected half of the keyboard turns on, but no RGB LEDs light up on the other half, and no input gets sent to the computer from the other half.

If the keyboard does turn on and does send input, but the Halcyon Module you've installed doesn't work, you can skip ahead to 3. Testing the Halcyon Modules.

1. The basics

Let's get started with three quick basic rules first:

Remember to use either USB port facing up top, away from you to connect to your computer. It won't work when using a port on the side of the keyboard.
Please use the USB ports on the sides to connect the halves together. It won't work when using one or both ports on the top. The USB ports you'll want to use will be facing one another, when you have the keyboard laying in front of you.
For this page, please connect the left half to your computer first. During use, it doesn't matter which side you connect to the computer, but during these tests we'll start with the left half.

Wrong port? It'll be fine. Connecting the wrong port won't damage your keyboard or computer, but the keyboard will only work when connected properly.

If you found you connected the wrong port, you should now be able to use your keyboard. Nice!

2. Reseating the controllers

The controllers may become unseated while in transit from the factory to us, or from us to you. It's pretty rare, but it's a very easy thing to test and fix, so let's start here.

Unplug your keyboard, then disconnect any modules you might use. You can follow the instructions at Replace or remove a module. The modules might affect the working of your keyboard while we figure out the cause of your issue.

Firmware during the tests. It's fine to use firmware that supports a Halcyon module, even if you don't have it installed during the test. It won't affect the test, so there's no need to flash new firmware to your keyboard for now.

Then reseat your controllers. They "click" in to the keyboard PCB.

Connect the right half of your keyboard to the left half, then the left half of your keyboard to your computer.

Any order is fine. The order in which you connect and disconnect the keyboard and computer doesn't matter during daily use: it should work either way.

Note whether your keyboard now works, then unplug it from your computer and plug in the right side of your keyboard to your computer.

2a. The keyboard works after reseating the controller(s)

You can now proceed with installing the modules and testing whether those work, too: 3. Testing the Halcyon Modules.

2b. No power whether the left or right half is connected

Whether you plug in the left or the right half, it's all the same: the keyboard doesn't power up at all, no RGB LEDs turn on and no input is sent to the computer when you type on either half. This was the case for both halves.

It's possible the USB cable doesn't support the transfer of data or is defective. If you try a different USB cable, your keyboard should work. If it does work and your cable was purchased at splitkb.com, we can send you a replacement cable: please contact support and mention "Case 2b1 - cable". Clicking the link will open a new mail with the reference inside.

If it still doesn't work after this, please contact support and mention "Case 2b2 - other". Clicking the link will open a new mail with the reference inside.

2c. Only the connected half gets power whether the left or right half is connected

The keyboard half connected to the computer turned on, but the half not connected to the computer did not turn on. This was the case for both halves.

It's possible the USB cable doesn't support the transfer of data or is defective. If you try a different USB cable, your keyboard should work. If it does work and your cable was purchased at splitkb.com, we can send you a replacement cable: please contact support and mention "Case 2c1 - cable". Clicking the link will open a new mail with the reference inside.

If it doesn't work even with a different USB cable, there's likely an issue with the USB ports that connect the sides.

Disconnect the keyboards from one another, and look into the USB connector. There's a black plastic piece in the middle of the metal connector. Does the black piece seem off-center, is it missing, or does it seem to shake or wobble if you shake the keyboard a little? Then the USB port is likely defective and you'll need a replacement keyboard PCB for that half: please contact support and mention "Case 2c2 - keyboard". Clicking the link will open a new mail with the reference inside.

Does the port look fine? Then please contact support and mention "Case 2c3 - other". Clicking the link will open a new mail with the reference inside.

2d. Only one half works when connected

One of the keyboard halves works when connected to the computer, but the other half did not work. When connecting the other half, the entire keyboard doesn't work.

There's likely an issue with the controller of the non-working half. We can verify this by switching the controllers: remove both controllers, and reinstall them on the opposite half. You can follow the steps at Installing or replacing your controller.

We'll check if the issue follows the microcontroller: connect the originally working half to the computer, and you should see the entire keyboard not working. Now connect the other half to the computer instead, and you should see that that half does work, but the other half does not. If this is the case, please contact support and mention "Case 2d1 - controller". Clicking the link will open a new mail with the reference inside.

If you notice that the originally working half does still work even with the other controller, then please contact support and mention "Case 2d2 - keyboard". Please also mention which of the halves does not work. Clicking the link will open a new mail with the reference inside.

2e. I have a different issue

So far, we've tried to rule out issues relating to the controllers and the USB connectors on the keyboards. If your keyboard does work so far, but you were having an issue with a Halcyon Module, you can follow along with the next step.

If your situation doesn't match any of the above, please contact support and mention "Case 2e - other". Clicking the link will open a new mail with the reference inside.

3. Testing the Halcyon Modules

If you've gotten this far, then your keyboard works without a module. That's nice! Next up, we'll want to make sure the modules work, too.

First, connect one of the modules to the left half. Just connecting the cable is fine, you won't need to mount it with the screws in place. You might want to refer to the installation instructions for your module, the cable needed and VIK voltage selector setting may differ depending on the module.

Then, flash firmware which matches your module to the left half. You can find the firmware here, and find the complete firmware instructions here, including how to find and flash the firmware file to your keyboard.

With the module connected and firmware installed, you should now be able to use your keyboard as usual: both halves should power up and when typing both halves should send input to the computer. If it works as expected, unplug the left half from the computer, connect the right half to the computer and try to type again. The module should also work regardless of which half is connected to the computer.

If it all works as expected, disconnect the keyboard from the computer, disconnect the module, and repeat these steps with the other module on the left half.

Then, repeat these steps for both modules for the right half. If anything goes wrong during the tests, you'll find what to do below.

3a. The keyboard still works, but the module does not on both halves

If the keyboard does still work on both halves with the module connected, but the module itself does not, then please contact support and mention "Case 3a - module" along with which module doesn't work. Clicking the link will open a new mail with the reference inside.

3b. The keyboard still works, but the module only works on one half

If the keyboard does still work on both halves with the module connected, but the module itself one one half, then please contact support and mention "Case 3b - keyboard" along with which module doesn't work. Clicking the link will open a new mail with the reference inside.

3c. The keyboard doesn't work anymore on both halves

If the keyboard doesn't work at all anymore on both halves with the module connected, including the module itself, then please contact support and mention "Case 3c - module" along with which module doesn't work. Clicking the link will open a new mail with the reference inside.

3d. I have a different issue

If your situation doesn't match any of the above, please contact support and mention "Case 3d - other".

Questions? Help us improve!

Do you have questions after reading the documentation? Do you have feedback about this page, or about the documentation in general? Please send us an email. You can use the buttons below which will open your mail client or app with a template, or send your mail to support@splitkb.com.

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