Hi Tia,
No worries on the response time. The issue you are describing is likely related to the restrictive 3rd party driver installation policies Apple has implemented with High Sierra and newer versions of macOS (i.e. Mojave). Our other customers have reported that the following steps can get the issue resolved, although sometimes you may need to follow the steps a few times to get the driver to install correctly.
First, sometimes simply disconnecting and reconnecting the USB cable of the Shuttle after the computer has already been booted up to a new port can fix the problem. If a different USB port is not available, sometimes a simple disconnect and reconnect to the same port will work.
If it doesn't, MacOS requires authorization to install drivers for your Shuttle. I would recommend uninstalling the driver, reinstalling the driver, then manually opening System Preferences, clicking on Security & Privacy and clicking the 'general' tab. In that section you'll want to ensure 'App store and identified developers' is checked off under the 'Allow apps downloaded from:' section. If anything pops up in that area after checking the radio button regarding the Shuttle, press “Allow”.
If the “Allow” button is not clicked within 30 minutes of installing the driver, the option to allow will disappear and you will have to install the driver again. After allowing driver installation, you will need to restart your Mac.
If you are still experiencing problems, try reinstalling the driver and clicking the “allow” button, then restart your Mac. If that doesn't resolve the problem, sometimes some further tweaking is needed with Mojave to get the Shuttle driver to work.
Please browse to the 'Security & Privacy' section under System Preferences. Within the “Privacy” tab, under Accessibility, you can add apps to control your computer. Try adding 'Contour Shuttle” under that tab, the feedback from our other customers indicates this generally resolves the issue.
Uninstalling the Shuttle driver may not completely remove all traces of the driver. If none of the above steps work:
• Check the “User & Groups” “Login Items” and see if there is a 'Contour helper” item listed with a yellow “caution icon” on the right. If so, remove the entry by clicking the “minus” button.
• Then check the “Security & Privacy” “General Tab” and see if you can find the button to ALLOW “Contour shuttle”. If so, click the allow button.
• Re-install the driver, reboot the computer, and see if this makes any difference.
If it doesn't, please let us know.
Best regards,
Angel
Hi Angel.
Thank you for writing all that out, but unfortunately, the shuttle is still not working. I had already done most of that before posting this. One thing to note is that in all the times I've uninstalled and reinstalled this driver, I was never asked to give it permission in the accessibility panel. Usually, I am prompted to do that and go allow it when I am finished installing something and the computer prompts it. This never prompted me. I did go and check it myself to see if it was there and it never showed as an option in the panel. I went and manually added it this time, as you suggested, and now it is there, but the shuttle still doesn't work. I uninstalled and reinstalled again and still doesn't work. I checked the login items and do see a shuttle help line there, but there is no yellow caution sign. I removed it and reinstalled, still doesn't work.
This is a long shot, but the only thing that seems off to me is that at the top of the contour shuttle app, where it displays the three different shuttles, it looks like the Shuttle Pro is selected and not the Shuttle Pro v.2, which is the version I have. The buttons are grayed out and I cannot select them. The middle one (shuttle pro) is highlighted. I can't completely tell if that means its selected or that it's just color contrasting to separate the selections from each other. But it sure looks selected. I cannot click on the other buttons to choose a different one. It's been like this since I installed it the first time and every time since. Could that be indicating something?
Is there something I need to do within the program to get it to work? Do I need to select something, tell it something? I've read the manual several times but it provides no direction on that sort of thing.
Thanks for your help/
