my keyboard gets randomly disabled, i hear a window sound that its disconnected but i can still see the LED lights on
#keyboard 60he gets disabled
hidden prism
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zealous relic
its prob the keyboard very rapidly disconnecting and connecting
what cable are you using and is it directly connected to the PC without any hub or switch inbetween
hidden prism
Directly and I am using the cable that came with it
But now it’s fully disabled
It doesn’t work anymore 🧐
zealous relic
can you try switching the usb port on the back of your pc
zealous relic
oh? did you try a different cable?
hidden prism
There is only 1 cable in the box?
zealous relic
yes but you seemed quite sure its the cable
hidden prism
Idk which ones I can use to connect it to the keyboard
hidden prism
yes but you seemed quite sure its the cable
🤷♂️ looks to me the best option
I need to check the house. I’ll come back to you
plucky solstice
Please also reboot the system. In the case an issue happens during enumeration (when the host detects a USB device) and it happens tree times in a row the system no longer tries to detect the device. Then only a reboot would free it up again.
The issue indeed sounds like a bad cable with problems on the data lines. If power would be effected it would take two seconds until the LED came on.
Also how is the Wooting connected to PC? Under rare circumstances it can be also caused by power issues which lead to MCU faults.
plucky solstice
How can I do that?
How can you do what exactly?
hidden prism
Rebooting
plucky solstice
Click on the Win icon, click on the power icon and select reboot or restart.
hidden prism
Bro
plucky solstice
Due to the QuickBoot feature of Win a shutdown and start isn't the same and so would not free up if a device is handled as faulty.
hidden prism
Now I can’t get into my pc because I can’t type…….
plucky solstice
What?
hidden prism
I don’t have a reboot. Only shutdown and restart.
plucky solstice
The same way as you would enter your system if you would just shutdon your PC.
Click on the Win icon, click on the power icon and select reboot or restart.
hidden prism
I don’t have reboot!!
Only shut down or restart.
Can we pls go call?
Way more easy
plucky solstice
or restart
hidden prism
Explain reboot
plucky solstice
Reboot = restart
hidden prism
Ok so now what
plucky solstice
English isn't my main system language and I don't know what Microsoft uses. These words are interchangeable and mean the same thing in this context.
hidden prism
Alright but you said restart, any other options?
plucky solstice
No, I worte reboot or restart.
hidden prism
Yhea but you said just now: reboot = restart
plucky solstice
Come on... Reboot is the same as restart, it's just another word for the same thing and because of that I wrote "or".
hidden prism
Yhea your saying it’s the same thing
It doesn’t matter what option i took because it’s the same
Any other options?
plucky solstice
It doesn’t matter what option i took because it’s the same
It is irrelevant because only one of these two options is shown. There is no reason why Microsoft should add another entry which does the exact same thing only with the alternate name.
How many other USB cables you tried so far?
hidden prism
How many other USB cables you tried so far?
0 because we didnt have a different one, but for now its fixed. idk how but its done if i have any problems i'll come back
plucky solstice
I don't get why or how it's fixed now. So far you haven't mentioned any change. So if there were issues before and the cause is not addressed it means it's possible that you will have the same issue again. Like if the cable is faulty it can happen any time.
hidden prism
Yhea
hidden prism
@plucky solstice I got the same problem agsin
plucky solstice
As I wrote above the issue wasn't addressed and so it wasn't fixed.
hidden prism
yhwa 😢
hidden prism
whit reboot you mean restart the pc right?
hidden prism
So you need to provide more info about the issue.
I had it a month ago and it started to happen last week and I still have it.
I have the keyboard connected and I hear a window sound that it is connected and it doesn’t work. Sometimes I can see that the rgb is on and it still doesn’t work.
plucky solstice
Yes, but it must be a restart. A shutdown and start isn't the same due to the QuickBoot feature.
hidden prism
I copy paste it
hidden prism
Yes, but it must be a restart. A shutdown and start isn't the same due to the Qu...
So a quick reboot then?
plucky solstice
No, I told you to do a real reboot so it's not a quick boot!
hidden prism
No, I told you to do a real reboot so it's not a quick boot!
real so like this?
plucky solstice
If you don't understand that this is you should read it up. Like you can read more about it here: https://www.windowscentral.com/how-disable-windows-10-fast-startup
Otherwise please just do that you are told to.
hidden prism
👍
plucky solstice
If you aren't sure it's ok to ask. I don't know if there is a language barrier or so, but it seems you ask about things where I already told you what to do.
plucky solstice
real so like this?
No, this is not a restart / reboot. This is a reset, which is totally different.
It's that simple that even Microsoft don't really bother to explain it in detail.
plucky solstice
So are the LEDs on or off for the Wooting?
hidden prism
didn't work
hidden prism
So are the LEDs on or off for the Wooting?
of but the keyboard is connected
plucky solstice
Are the LEDs on or off? I didn't ask if the keyboard is working or not.
hidden prism
off
plucky solstice
The LEDs can't work, they can only light up. 🙂
hidden prism
they are on but they aren't showing
plucky solstice
So please open the device manger, then change the view to container and search for an entry starting with Wooting.
hidden prism
which they normally do
plucky solstice
Then expand this and send a screenshot of the device manger.
plucky solstice
they are on but they aren't showing
What does this mean? They are either on or off.
hidden prism
What does this mean? They are either on or off.
on but they don't function
plucky solstice
Using the word "showing" is wrong there and irritating.
plucky solstice
on but they don't function
What on button? I have no clue what you mean or want to say.
hidden prism
hidden prism
What on button? I have no clue what you mean or want to say.
is there a call by any chance ?
way easier to communicate
plucky solstice
What is your main language?
hidden prism
What is your main language?
Dutch
plucky solstice
It seems you have a lot of trouble to follow me.
Hmm, your OS seems to be in English.
hidden prism
It seems you have a lot of trouble to follow me.
I have a different understanding of some words
plucky solstice
I told you to change the view to container and you haven't done it.
hidden prism
thats whats so confusing
hidden prism
I told you to change the view to container and you haven't done it.
Pls be more specific whit container
plucky solstice
I don't use the English UI for my OS but in general the used words for English should be the same I'm using.
You can change the view how the entries are ordered. For that there is a menu option which should be even labeled "View". There you can change the view to "container".
hidden prism
plucky solstice
Please unplug the Wooting and check if the unknown device is then gone.
hidden prism
its gone
plucky solstice
So the unknonw device is the Wooting. That explains why it's not working.
Now the tricky question is why it fails.
It can be due to a communication issue. So please try another USB cable.
hidden prism
It can be due to a communication issue. So please try another USB cable.
I tried 3 different cables
plucky solstice
It can be that the firmware went bad somehow. To check for that please do a restoring of the Wooting.
https://www.youtube.com/watch?v=f9f8PAI3XJI&t=41s
Also please check the Wooting on another PC.
hidden prism
ill need to connect the keyboard right
plucky solstice
ill need to connect the keyboard right
What?
Please follow the video. I even added the timestamp in the link, so it should start at the correct position.
I'm not able to explain it in a better way than it's done in the video. So if you have trouble follow the procedure described in the video I'm likely not able to help you.
hidden prism
I thit the part whit unplugging but I see something different
plucky solstice
Please try it again.
hidden prism
plucky solstice
If there is no "Wooting Restore" device found by the system as shown above the Wootility can't connect to it.
So first you would need to make sure that the system is detecting the Wooting in the restore mode.
hidden prism
plucky solstice
If the normal mode fails with an issue and the restore mode too there is likely and issues with the device.
So cross check it please by testing if the Wooting works on another PC as already recommended.
plucky solstice
Connect the Wooting and check if it appears in the device manager normally. So without a marking that it's faulty.
If it works normally and you can type it's fine.
Yeah, a laptop is fine...
So if the device manager shows a device which has a problem and if this entry is gone when the Wooting is unplugged you know it was the Wooting even if Win hasn't named it.
hidden prism
it says wootibg restore
plucky solstice
So that is good. Please perform the restoring there and then check if the device is then working normally on the laptop.
hidden prism
ill follow the video
wft same problem. i follwed every step to
in device mangeger it says unknow usb device
plucky solstice
Have a look on the notification on the bottom right.
hidden prism
going to give it 1 more try
plucky solstice
Have you done something? I thought the Wooting was registered as Wooting restore just fine.
You are still on the laptop right?
hidden prism
yhea
hidden prism
Have you done something? I thought the Wooting was registered as Wooting restore...
no i didnt do anything else. going to give a second try
plucky solstice
You didn't replugged the device or?
plucky solstice
It was already registered as Wooting restore.
So you just opened the Wootility and tried the restoring and then the device failed?
hidden prism
It was already registered as Wooting restore.
So you just opened the Wootility a...
yhea sins it was already in restore
plucky solstice
thit the first step and its it says that it doesnt reconise it
Of course not. As I already told you Win wasn't able to detect the device. That info is even shown on the screenshot you provided.
hidden prism
so how do i fix that. all the steps over again?
plucky solstice
The weird thing is that this notification seems to come very late. Because it was already detected minutes before that.
Please open the device manger and provide a screenshot of the device which is bad.
hidden prism
plucky solstice
It don't make much sense to me. The device was already enumerated. Meaning there was no need to request the device descriptor again.
This would be only possible if you lied to me and if you did replug the Wooting.
hidden prism
no point in doing that
going to reboot it and try it again on my pc
lets see if it changes anything
plucky solstice
The device descriptor is the first thing the OS request from the device and after the device is enumerated and so detected by the system it don't need to request it again.
If you had issue on your main PC and now on a second PC it would not work at least reliably.
You main system lacks some chipset drivers. So my thought was that this was maybe causing the issues.
But if it also don't work on a seconds system with similar weird enumeration problems, the device is maybe bad.
hidden prism
you mean the keyboard?
plucky solstice
Yes...
If so you need to contact Wooting and ask for a replacement.
It's either a connection problem or the firmware is bad. For the later only a full reprogramming would fix it which can be only done with a programmer.
hidden prism
if that is the case i'm fucked. tournaments are next week 😭
plucky solstice
I hadn't had the chance to look at a device which such a problem so I can't tell more.
hidden prism
isnt it possble to bring someone from the wooting team in this conversation?
plucky solstice
Not sure if Wooting has inspected boards with a similar issue before.
They don't really have time to inspect bad boards.
hidden prism
this "Tanjiro" guy had the same problem no?
plucky solstice
In general I may know even more than the two devs about potential issues of the Wooting.
plucky solstice
this "Tanjiro" guy had the same problem no?
This is unclear for now.
hidden prism
how long do you think it wil take to contact wooting?
plucky solstice
I heard about similar issues before but without checking these devices by my own I can't tell much more.
plucky solstice
how long do you think it wil take to contact wooting?
If you are unlucky it can take up to a business week for the first reply.
I guess they still have a lot of support tickets and I don't know if the new employees are fully trained yet.
hidden prism
new keyboard it is 😦
plucky solstice
It will likely take a few weeks until you would get a replacement unit. Normally the new unit will only be send if they got the bad one.
hidden prism
pretty sure this counts as bad
plucky solstice
So it will take a while to handle the conversation, than to send it back and then to send the new one.
hidden prism
do you also work at the company it self? maybe they can send you the keyboard.
plucky solstice
I'm not a Wooting employee.
hidden prism
So it will take a while to handle the conversation, than to send it back and the...
figures
plucky solstice
Even if it don't make much sense to cut corners.
hidden prism
is it alright it i tagg manson?
i know he isnt online but for tomrrow. he helped me a lot in the past.
plucky solstice
For that reason some teams require fallback equipment.
plucky solstice
is it alright it i tagg manson?
i know he isnt online but for tomrrow. he helped...
It's all mentioned here: #1115345207303610389 message
So no official support is done here.
Meaning it don't makes much sense to tag Mansen in the first place.
plucky solstice
As far as I know there is a special address for people in the higher e-sports league.
Like to get more keyboards a bit faster.
But I guess this only applies for teams. But I actually don't know.
hidden prism
i play comp but not in a prof team.
i can get the apex pro mini in a day but the wooting would take like a month and that would be to long.
the (speciacl) tournament would be over then
plucky solstice
Either way you need to contact Wooting.
hidden prism
to summerise it all: i cant use this keyboard for some reason and to get a reply on the contact form it would take up to 5 days
plucky solstice
to summerise it all: i cant use this keyboard for some reason and to get a repl...
I wrote it can take up to five days! I wrote that I don't know.
The last thing I heard was that they aren't down to the goal of just one business day. So I expect it's around three days.
I know that they have more stuff for handling the support requests but I guess there is still a huge backlog.
hidden prism
i can think of a answer what they would say and that it would take up to 3 months to get a new keyboard or the keyboard that i bought
switching back to the pc
plucky solstice
Nah, they have reserve stock for replaces.
So it would be the best to provide all the info which is needed to keep the conversation to a minimum.
Best to provide all the needed information in advance so less back and forth is necessary to speed up the process. Like the serial number, the order number, a short description of the issue, picture / video of the problem, what you want (like a refund, replacement unit or part) and a link to this thread so they can read the detailed troubleshooting.
The link to this thread: #1115345207303610389 message
hidden prism
ok. Thanks for the help
polar ibex
Please don't post personal information in a public Discord.
polar ibex
You can do that without posting an entire email screenshot with RMA codes and all 
plucky solstice
So I guess the replacement unit works fine, or?