If you are experiencing an issue with some or all of the keys not working when the case/keyboard is properly attached to your case, follow the instructions below for your mobile operating system:

• iOS
• Android

NOTE: This does not apply to special characters that use keyboard shortcuts.
 

iOS

1. Reconnect your device to the iPad and test the keyboard:
   • Bluetooth:
     1. Make sure the iPad is connected and fully seated in the case and if the keyboard has an On/Off switch, turn it on. If no LEDs appear or if the LED is red, you’ll need to charge your keyboard.
     2. On your iPad, make sure Bluetooth® is on. 
        Select Settings > Bluetooth > On. Then, select “iPad” from the Devices menu. 
     3. Press the Bluetooth® connect button on the keyboard for two seconds until the status light blinks. The keyboard is discoverable.
     4. In the iPad Bluetooth® menu, select your discoverable keyboard to connect.
     5. If your iPad requests a PIN, enter it using the keyboard (not on the iPad), then press ENTER on the keyboard. 
   • SmartConnector
     1. Make sure the SmartConnector on the iPad and top of the keyboard is clean and free of debris.
     2. Verify that the iPad is in the case properly to allow the SmartConnector to align with the connector on the keyboard.
     3. Place the iPad to allow the SmartConnector to attach (there is a small magnet that will keep it in place).
2. If the issue persists, perform a soft reset of your iPad. To perform a soft reset,  press and hold the power button and the home button until the iPad restarts and the Apple logo appears. After rebooting, confirm that your keyboard is connected to the iPad and then test it.
3. Make sure your iPad is up to date with the newest iOS:
   1. Plug your iPad into power and connect to the internet with Wi-Fi.
   2. Tap Settings > General > Software Update.
   3. Tap Download and then Install and follow the on-screen instructions.
   4. Once the updates are installed, the iPad will restart. Confirm that your keyboard is successfully connected and then test it.

Android

1. Start by reconnecting your device to the tablet and testing the keyboard.
   1. Make sure Bluetooth® is on:
      Select Settings > Bluetooth > On
   2. Press the Bluetooth® connect button on the keyboard for two seconds until the status light blinks. The keyboard is discoverable.
   3. In the Android Bluetooth® menu, select your discoverable keyboard to connect.
   4. If your tablet requests a PIN, enter it using the keyboard (not on the tablet), then press ENTER on the keyboard. 
2. If the issue persists, please restart your Android device and test again.
3. Ensure your tablet has all Android updates installed.
4. Test while in Safe Mode:
   1. Boot your Andriod 7.x device into Safe Mode. This typically involves holding down the power button and volume key at the same time, but you should confirm the exact steps on your device manufacturer's website.
      NOTE: You'll see an on-screen notification when the device is in Safe Mode.
   2. While in Safe Mode, pair the keyboard with your device.
   3. After the keyboard has successfully paired, restart your device normally. The keyboard should continue to be paired with your device.