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Entropy
Troubleshooting

Troubleshooting

Entropy does not start

  • Make sure you downloaded windows-x86_64.exe
  • In SmartScreen, click More info → Run anyway
  • Move the file from a temporary folder to a permanent location and run it again
  • Check whether antivirus software blocked the file

Device not found

  1. Check the USB cable or device charge
  2. Reconnect the device and wait for another scan
  3. Open Layout and select the device manually
  4. Close other configurators that may be holding the HID interface
  5. Test another USB port

For Bluetooth, pair the device in operating-system settings first and then select its Bluetooth connection in Entropy

If both USB and Bluetooth entries exist for the same device, select the transport currently in use

Linux

Open Config → App settings → Vial access, click Install rules, and reconnect the device

Do not run Entropy as root for normal use

macOS Bluetooth

Allow Entropy under System Settings → Privacy & Security → Input Monitoring, fully quit the application, and launch it again

Device locked

Some Vial devices prevent configuration changes until they are unlocked

  1. Open Config
  2. Click Unlock device
  3. Hold the physical keys highlighted on the layout
  4. Wait for the successful unlock message

You can lock the device again through the same menu after configuration

Device data takes too long to load

Over Bluetooth, Entropy loads the first layer immediately and reads other layers and settings in the background

  • Do not switch devices during initial loading
  • Click Retry if only one section failed
  • Reconnect the device after repeated failures
  • After updating firmware, reconnect the device and wait for its capabilities to load automatically

There is no manual device-data refresh action: Entropy checks firmware and loads device data automatically on connection

A menu item is missing

Entropy hides features that the firmware does not expose

  • Check the firmware version
  • Connect the device and wait for all data to load
  • Reconnect the device after flashing new firmware
  • Confirm that the required capability is supported by this firmware

Missing RGB, Auto Shift, Combos, modules, Universal Symbols, or another page is expected when firmware does not advertise that feature

Firmware update not found

The automatic check under Layout → About device is available only for supported Ergohaven RMK profiles

  • If update rows are not shown, the connected firmware does not report a supported update profile
  • Published package not found means Entropy could not find an exact ZIP for the device model and topology
  • After a network error, verify access to GitHub and click Check again
  • If automatic download is unavailable, find the package manually on the Firmware page

Entropy does not install the downloaded package automatically

Changes are not saved

  • Unlock the Vial device
  • Wait for Saved before disconnecting
  • Avoid starting several long operations at once over Bluetooth
  • After a Write failed status, reconnect the device and try again
  • Create a backup before importing a large layout again

.entlayout import error

  • Make sure the selected file is .entlayout, not an unrelated JSON file
  • Do not edit the format and version fields manually
  • Connect the target device before starting import
  • Use exact mapping for the same model and universal mapping for another compatible geometry
  • Review Skipped and Firmware issues in the report

Entropy creates an automatic backup of the current layout before applying the import

Text Expander does not trigger

General checks

  • Enable Text Expander
  • Keep Entropy running in the background
  • Make sure the trigger starts with : or ; and contains no spaces
  • Confirm that the active application is not blacklisted
  • Test with a simple single-line replacement

Windows

Restart Entropy and test the rule in Notepad

macOS

Grant Accessibility and Input Monitoring, then click Restart event capture in Backend setup

Linux

Install IBus, add an Entropy Text Expander input source, and select it before typing the trigger

A Universal Symbol produces the wrong character

  1. Confirm that the key uses an action from Universal rather than a regular symbol
  2. Open Config → Live Features and check Layout Sync
  3. Press Sync once
  4. Check macOS mode: off on Windows/Linux and on for macOS
  5. Repeat the test in English and Russian layouts

See Universal Symbols for details

Collecting diagnostics

  1. Open Config → App settings
  2. Enable Diagnostics
  3. Reproduce the issue
  4. Disable diagnostics after testing

When asking for help, include:

  • Entropy version from About Entropy
  • Operating system and desktop environment
  • Device model and firmware version from About device
  • Connection type: USB or Bluetooth
  • Steps leading to the issue
  • Error message and diagnostics log

Remove usernames, local paths, and other private data from logs before sharing them

Universal Symbols