My keyboard died.

[granite crane]

My Wooting 60he that I’ve had for less than a year and a half! I started having problems such as the keys moving by them selves until it finally stopped working! I would like a refund or a new keyboard.

[dapper parrot]

Thanks for posting your support request!

Please note, the support center is only for community-based support with technical troubleshooting and general questions.

For official Wooting Customer Support, please use the Contact Us button on the Wooting Hub or email your request to [e-mail]
note: use the email address associated with your order for fastest resolution

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, change/confirm your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it On Hold via the Wooting Hub!
https://hub.wooting.io

[young gate]

You will need to contact Wooting customer service for official matters such as warranty.

If you wish to attempt some basic troubleshooting, I can help with that below if you're interested just incase it is an easy fix and might help speed up official support reviewing your case.

otherwise to contact Wooting for support, you can go to the Wooting Hub and select the "Contact Us" button,
or you can submit an email to [e-mail]
(Note: use the email address associated with your order for fastest resolution)

**[Troubleshooting]
**
To start, it's best to determine and check the state of the keyboard, as it may be in Restore mode.

To find out in Windows, you can use one of the two methods below:

1. Device Manager

   • Click on the "Start" button in the taskbar
   • Type in "Device Manager"
     • Select View
       • Select View by container

2. Bluetooth & devices

   • Click on the "Start" button in the taskbar
   • Type in "Settings"
     • Select Bluetooth & devices
       • Select "Devices"
         • It should be under the category "Other devices"

Please tell me if the device is listed; it may have one of the following names:

• Wooting (Two He / 60HE / UwU)
• Wooting Restore
• Not listed

Image for reference

[granite crane]

How would I put it off restore mode?

[young gate]

Just need to check/confirm, are you saying the keyboard is currently detected in "Wooting Restore" mode from the test above?

[granite crane]

Yes @young gate

[young gate]

Last question:

When the keyboard was exhibiting phantom presses, did you notice if it was affecting the entire keyboard or a cluster of keys, and if so, was it one from the image below?

[granite crane]

Full keyboard

[granite crane]

How do I disable wooting restore

[young gate]

I believe that the fact the keyboard is in "Wooting Restore" is a symptom of the keyboard pressing random keys. On startup, if it detects the key combination [FN] + [BackSpace] being pressed, it will force the keyboard into "Wooting Restore" mode to prepare it to be flashed with firmware.

If that is the case, there is not much left to do but to send an email for warranty. But just to be sure, could you perform the two tests below to check if this is power-related or a possible fault with the cable?

• Could you attempt to use the keyboard with another USB-C cable in case that is the problem/fault?
• could you attempt to use another USB port on the computer (further away from the currently in-use one)?

Once you're done with that, I can write up a quick summary to include in the email to Wooting that should speed up the process.

[granite crane]

Its a power problem

I changed the cable still doesnt work

[young gate]

just to confirm attempted with anouther usb port ?

[granite crane]

Yes

[young gate]

To contact Wooting for official support, you can go to the Wooting Hub and select the "Contact Us" button,
or you can submit an email to
[e-mail]
(Note: use the email address associated with your order for fastest resolution)

You can copy/paste the summary below into the email.

I'll also mention that it is best to include the serial number "S/N" in the email, which can be found on the bottom of the keyboard.

Summary of Discord #47
Untamedx2 (Woot Help)
https://discord.com/channels/167181566978555904/1219339600984539218

Problem:
- Keyboard is experiencing phantom presses (Entire keyboard)
- Keyboard is currently stuck in "Wooting Restore" mode

Attempted:
- Different USB port
- Different USB-C cable

Thanks, mate, for confirming.

I will note that Wooting is backlogged with a lot of emails at the moment, so responses may take a lot longer than normal.

I hope it gets sorted out quickly.

[granite crane]

Ok thank you very much

Do you know if they can give me a new keyboard

Or they can give me my money back

[young gate]

Wooting Warranty policy

[granite crane]

Thank you

[young gate]

I am no expert on the warranty practices, but if it is approved as a valid claim by the customer service team in charge of your ticket, I believe they will offer you a choice on the matter.

[young gate]

No porblem 👍