random keys not being registered

[hasty warren]

I've had my Wooting for a few days now, and my experience was perfect until some keys started to not register properly. First it was my windows key, which was annoying but didn't cause that much trouble. Then it transferred to random keys such as L, H, W, S, D, G, etc. Which is pretty inconvenient as some of those are movement keys. I've connected other keyboards to my PC for a few hours at a time, and the problem isn't present with them. So far the only thing that temporarily fixes it, is swapping to another profile or disconnecting and reconnecting my 60HE. I am using the stock cable and have not done anything to mod it. My actuation point is usually set to 0.1, but I bumped it up to 0.5 in hopes that it would resolve my issue, which it didn't. Even if I completely bottom out the keys they won't register. Is there a fix for this?

[hardy rover]

Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Hub or via email to [e-mail]
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update 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!

Do you need to...

• Cancel / refund an order?
• Get assistance with placing an order?
• Change the items in your order?
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• Get warranty support?

All of these types of requests need to be made via the Wooting Hub or by emailing [e-mail] directly!

[brittle mantle]

Set your brightness to 70%

[hasty warren]

for some reason it doesn't let me change my rgb??

on wootility it shows up as red but my keyboard isn't lit up

[west quarry]

is it saved to keyboard?

and a active profile?

[spice sand]

I need to head to bed soon, so I'll write up some quick troubleshooting points.

(part 1)
In regard to the settings not taking effect:

1. If you are using a USB Hub or KVM, please plug the keyboard into the back of the computer.

2. Check for any software that can control RGB; this could be connecting to the keyboard at the same time, causing a conflict. Examples of such software include:

   • Artemis RGB
   • Project Aurora
   • Razer software
   • Signal RGB
   • Open RGB
   • L-Connect3
   • Wallpaper Engine (1 Report)
   • etc.
     If any of these are running, close them down and relaunch Wootility to see if it maintains a connection.

(Part 2)

In regards to the keyboard not detecting certain switches being activated, can you attempt a keyboard restore? In the result, this behavior is caused by the firmware.

To perform a restore, you can follow these steps:
(Please note that this will wipe any saved profiles, so it's best to duplicate the profiles you wish to keep)

1. Unplug the keyboard.
2. Hold down the two keys for your model (Refer to the image).
3. Plug the keyboard back in.
4. Let go of the keys after 3-4 seconds.
5. Go to Wootility.
6. Settings.
7. Troubleshooting.
8. Select your Device.
9. Select your layout.
10. Select "Reset Device".

Image

Included Video Guide

(Part 3)

In the event the restore does not resolve the problem and with the mention of the behavior and which switches are being affected, this could be the result of the "S0" control signal not being sent or not being received by the Multiplexer, causing the behavior.

In such a case, I would recommend that you enable the RGB effect "AOE" and hold down the affected switches to see if you can replicate the behavior of the switch not being activated.

If this clearly shows a problem, please record a video of the keyboard's RGB and email Wooting with the link.
(Please note that due to the file size limitation with email, it is recommended to upload it to a cloud service or YouTube and provide the link in the email.)

I'll include two methods on how to enable the RGB effect "AOE" below.

You can enable the RGB-Effect "AOE". This will show how far a switch is pressed by how bright and how far the surrounding keys light up.

This can be done by Two methods

Method one
To enable this effect, you will need to launch "Wootility" and follow the steps below:

• Select the "Color" tab.
• Under "Effect Layers," select "+ Add RGB Fx Layer."
• Choose "AOE"
• set "Base Brightness 0% (as to Better showcase)

Method Two
You can paste the code below into the "Import Code" button marked by the red arrow in the image.
AOE-Test Profile Code: f51b10081efd3b39780986329431f189d90f

Image example

(Part 4)

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)

Email Title: Technical Support

To speed up the process, you can also include The discord Link and fill in the fields i left blank

https://discord.com/channels/167181566978555904/1236829983025008732

Serial Number:
Order number:

Serial number can be found underneath the keyboard label "S/N"