My new Wooting 60 HE doesn't work, my PC cannot find the device, restore is useless | Wooting | Page 1

sleek pier Sep 25, 2023, 10:09 AM

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as the topic said, please help me.

west wraithBOT Sep 25, 2023, 10:09 AM

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teal rain Sep 25, 2023, 10:12 AM

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To check a few things:

1.For Windows, navigate to "Bluetooth & Devices." Look for any Wooting devices listed. They could be either:

Wooting Restore Mode
Wooting (60HE/Two HE)

2.Have you tried plugging it into another USB port, preferably directly into the computer rather than using a USB hub?

3.Have you attempted connecting it to another computer?

sleek pier Sep 25, 2023, 10:14 AM

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I tried it on my laptop, it still doesn't work. I also change another USB port or change another cable, still doesn't work. On my PC, I can find the wooting restore, when I try restore. It will always stuck at 'waiting for device connection'.

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BTW, I never see the lights of keyboard on.

teal rain Sep 25, 2023, 10:18 AM

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Okay, from the looks of it, it seems to be stuck in "Wooting Restore" mode.

This most likely means the firmware on it is corrupted. The RGB/LED lighting will not be on when it is in "Restore mode."

To fix this, we will need to perform a restore.

sleek pier Sep 25, 2023, 10:18 AM

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[2023-09-25 18:16:29.085] [debug] Searching for devices
[2023-09-25 18:16:31.084] [debug] Searching for devices
[2023-09-25 18:16:33.085] [debug] Searching for devices
[2023-09-25 18:16:33.258] [debug] Attempting to resume service
[2023-09-25 18:16:33.258] [debug] Service allowed to resume, resuming...
[2023-09-25 18:17:49.088] [debug] Attempting to resume service
[2023-09-25 18:17:49.088] [debug] Service allowed to resume, resuming...
[2023-09-25 18:17:51.824] [debug] Searching for devices
[2023-09-25 18:17:53.120] [debug] Attempting to resume service
[2023-09-25 18:17:53.120] [debug] Service allowed to resume, resuming...

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}
[2023-09-25 18:16:33.087] [debug] Giving permissions for device {
deviceType: 'hid',
origin: 'file://',
device: {
name: 'Wooting Restore',
productId: 4895,
serialNumber: 'BSXCXYCAYDAG',
vendorId: 12771
}
}
[2023-09-25 18:17:51.824] [debug] Giving permissions for device {
deviceType: 'hid',
origin: 'file://',
device: {
name: 'Wooting Restore',
productId: 4895,
serialNumber: 'BSXCXYCAYDAG',
vendorId: 12771
}
}
[2023-09-25 18:17:51.825] [debug] Giving permissions for device {
deviceType: 'hid',
origin: 'file://',
device: {
name: 'Wooting Restore',
productId: 4895,
serialNumber: 'BSXCXYCAYDAG',
vendorId: 12771
}

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these are what I can find in the log documents

teal rain Sep 25, 2023, 10:19 AM

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could you shutdown and reboot your computer
incase it is windows problem

sleek pier Sep 25, 2023, 10:20 AM

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I have restarted my PC once, doesn't work.

grave edge Sep 25, 2023, 10:25 AM

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browser or installed version? if browser which browser?

teal rain Sep 25, 2023, 10:26 AM

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I assume it's installed because the browser doesn't have logs.

grave edge Sep 25, 2023, 10:26 AM

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PepeHands discord not scrolling

sleek pier Sep 25, 2023, 10:27 AM

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installed. But the web one cannot find the device as well.

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I can hear the voice of cable connection. But the keyboard never weak.

grave edge Sep 25, 2023, 10:27 AM

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the web one needs to run in a chromium based browser and if you use something like brave the functionality is disabled by default.

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also are you using windows as assumed by untamedx2?

sleek pier Sep 25, 2023, 10:28 AM

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it is windows and google chrome

grave edge Sep 25, 2023, 10:28 AM

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yeah just saw the screenshot of bt and devices.

sleek pier Sep 25, 2023, 10:30 AM

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since I get the keyboard, I never see the lights on

teal rain Sep 25, 2023, 10:33 AM

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could you do the following

go to Device manager
select View
Select View by container
and look for "wooting Restore" device listed and List expand list

(image of mine Will look different as mine is not in restore mode)

sleek pier Sep 25, 2023, 10:34 AM

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sorry for the Chinese system but I guess you can read the picture

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and it always turn the cycle here. This is the third or fourth time I try the restore

grave edge Sep 25, 2023, 10:37 AM

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huh

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so it restores but boots right back into restore

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all the keys are not pressed right?

sleek pier Sep 25, 2023, 10:39 AM

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I followed the reset steps and are not pressing any keys now

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the latest log

teal rain Sep 25, 2023, 10:41 AM

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i should note that the "Flashing firmware to device" is the impotent step and if that finishs (moves onto next one) would mean that there is a problem with the computer going out of Restore mode

if you wear to unplug the keyboard and plug it back in dose it still stay in restore mode?

sleek pier Sep 25, 2023, 10:42 AM

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still stay in restore mode

teal rain Sep 25, 2023, 10:43 AM

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Hmm, I'm not sure.
Besides possibly uninstalling the drivers in Device Manager and then replugging the device if it's a driver issue, I'm not sure what the next step would be.

@grave edge have any idea?

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could you attempt to preform the keyboard "restore" with anouther computer?

sleek pier Sep 25, 2023, 10:46 AM

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Ok one minute

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still the same

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all the same on the laptop

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btw my PC is win10 and my laptop is Win11 but all the same

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May the keyboard have some issues itself?

teal rain Sep 25, 2023, 10:57 AM

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Possible. Based on my assumption, it should have been flashed at the factory, tested, and then shipped.

I don't know the specific quality control checks they perform; it's just my assumption that they have completed those steps.

sleek pier Sep 25, 2023, 10:58 AM

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But no way it doesn't work on two different computers right?

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In case I'm stupid, there isn't any switch on the keyboard right?

teal rain Sep 25, 2023, 11:02 AM

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I'll have to contact the person who knows the most about this subject. First, I'll create a summary.

Also, there is no switch on the keyboard to stay in restore mode.

When the keyboard boots up for the 60HE model, if both the Backspace and FN keys are pressed, it will force the keyboard into restore mode. However, if they are not pressed, it should not matter.

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@sick geyser


Model: Wooting 60HE

Timeline:
- Just received the keyboard.
- Stuck in an unresponsive/restore mode.

Problem:
The keyboard is detected but remains stuck in "Wooting Restore." Attempts to flash it have failed at the "waiting for device to be connected" stage.

Setup:
- Downloaded version of Wootility application.
- Plugged the keyboard directly into the computer.

Attempts:
- Tried different USB cables.
- Attempted to use different USB ports.
- Restarted the computer.
- Attempted the restore process on two different computers, but both attempts failed.

Notes: 
- computers attempted restore on are Windows 10 & 11

sleek pier Sep 25, 2023, 11:12 AM

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Thanks

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pepecry

teal rain Sep 25, 2023, 11:14 AM

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the odd part i should note is that you received the keyboard in that state

just out of curiosity
when you plugged it in for the first time did you have Wootility running?

sleek pier Sep 25, 2023, 11:15 AM

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I just got the keyboard about less than 2 hours ago

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and it never works

teal rain Sep 25, 2023, 11:16 AM

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just tought to check

sleek pier Sep 25, 2023, 11:16 AM

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yes i first downloaded Wootility, then plug the cable

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📎 main.log 📎 renderer.log

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attached with logs

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How long will I get further response?

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for the laptop, I plug the cable first, then download the app

teal rain Sep 25, 2023, 11:23 AM

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Rocky_4 doesn't work for Wooting, so we will have to wait until he has the personal time to provide a comment. He possesses knowledge about this matter and could assist in troubleshooting, which might lead to an fix.

the alternative option is to send an email to Wooting requesting a return and replacement. You can expedite this process by copying and pasting the summary above to streamline the email.
social@wooting.io

sleek pier Sep 25, 2023, 11:32 AM

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Ok thank you very much. I will send an email parallelly.

sick geyser Sep 25, 2023, 11:43 AM

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@sleek pier How is you USB setup, meaning how exactly is the Wooting connected to the PC?
Please connect the Wooting directly to a USB port on the I/O panel of the back of the PC.

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Also use the provided stock cable. But if you already do so it's worth to try another USB cable.

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Then retry the restoring process.

teal rain Sep 25, 2023, 11:49 AM

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ahh going over chat history forget to check on second computer if it was plugged directly into the computer
My mistake

sleek pier Sep 25, 2023, 11:51 AM

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I always connect WT directly to the I/O. Let me try another cable for restoring.

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sick geyser Sep 25, 2023, 12:10 PM

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If a cable swap don't help and the same problem exists on another PC you should request a replacement keyboard.
The device should be tested as fas as I know but I also have no insights. So I don't know how that can slip through quality control.

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The underlying problem is maybe a bad flash due to a connection issue.

sleek pier Sep 25, 2023, 3:16 PM

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sick geyser *The underlying problem is maybe a bad flash due to a connection issue.*

i don't know. I didn't notice any expected things during connection.

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I have sent an email to the stuff. Hope they can help me to fix it.

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Thank you guys. If you find anything I can try, please let me know.

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pepecry

sick geyser Sep 25, 2023, 4:07 PM

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I would need to have a look on my ow. But I have the (hardware) tools to properly check it out.
I don't think there is anything you can do. Likely only a replacement will help.

real stag Sep 26, 2023, 6:44 AM

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the same problem, my wooting's light is off and I cannot find it in my pc, it stuck in "wait for device to connect pepecry "

#My new Wooting 60 HE doesn't work, my PC cannot find the device, restore is useless