New out of the box Wooting 60he+ (USB device not recognized)

[crimson shard]

So I got a new Wooting 60he+ gift from my girlfriend and I plugged it in as a regular gamer and went over first to the website wootility and installed the app as well and updated the latest firmware (v2.8.1) and after playing for a couple of minutes on Valorant the rgb lights went off and suddenly it stopped working. I tried re plugging the usb cable and I received this message (USB device not recognized).

I tried all of these resolution->>>

1. reseting it holding the fn and backspace
2. restoring it but it doesn't recognize on bluetooth and other devices (Wooting Restore)
3. I tried waiting for a couple of minutes on usb 3.0 between 15 and 20 mins still no result.
4. there are no spills and I'm very careful with my peripherals.
5. https://help.wooting.io/article/173-how-to-flush-all-dead-registry-entries - I've tried this as well still no result
6. https://help.wooting.io/article/146-error-during-update-or-restore - this one too still no luck

Hopefully someone can help me on this 🥹 any suggestions?

[crimson shard]

@olive spire

Hi there man, I've tried the steps you provided earlier as well and I created a new thread and list all the solution I've used.

[olive spire]

Just to double-check what has been attempted to make sure:

• Different USB-C cable
  • This is to check if the cable is the problem.

~~- Different USB port further away from the current position

• In case there is an issue with the USB Controller IC.~~ Just saw old thread

• It shows there is an error detected by Windows when the computer detects the device.

  • Can you check Device Manager, then select "View," then "Device by container," and see how the device is detected or what error it shows?

• Lastly, any difference when on a different system?

[crimson shard]

1. I've checked with different USB-C cable using the wooting cable and from my old keyboard coiled usb c and both are working fine with my old keyboard.
2. I've tried using different USB port as well.
3. This is the error that I receive when plugging/ replugging my wooting he+ ( see attached screenshot)

From Device Manager (after the incident happened)

• No Wooting Restore
• No Wooting he

[olive spire]

That Device Manager error tends to be the result of a few different things, but as you have narrowed it down, it looks like a possible issue with the USB-C port. It might no longer be making contact with the PCB or cable, which could be due to a bad solder job or broken USB-C port as it just started happening right out of the box.

It's best to email Wooting for warranty support. Can you include this link so if I get the ticket or another, it can speed up the process a bit:

https://discord.com/channels/167181566978555904/1264445640285618246

To contact Wooting for official support, visit the Wooting Hub and click the "Contact Us" button, or email them at [e-mail] (Note: use the email address associated with your order for the fastest resolution).

This is optional, but I would be interested in pictures of the USB-C port area in case there is some obvious defect or something that could explain this.

If interested ill provide a guide below

• Note this wont void warranty or anything

Video Guide on how to remove the PCB

Picture of the area i would recommend to take a few pictures with as much lighting as possible to help show the PCB better

[crimson shard]

Thanks for this one I really appreciate I will take a close up look of the USB-C port area if there is a defect. Will get back to you in a bit.

Sorry for the late reply @olive spire

[olive spire]

No worry's mate no rush
thanks for the pictures

[crimson shard]

I'm really hoping this gets fix, btw do you think this was caused by the firmware update?

[olive spire]

From what has been reported, this looks like a physical issue. It is hard to confirm without performing a continuity test to check if there is still contact being made.

Going over the pictures, I noticed the port seems to be on a bit of an angle, which could be the cause of the problem it may of shifted causing the pins to make contact with the pcb (green Circle) .

so in this case i believe it would fall under a warranty replacement

[crimson shard]

Awww I see, I'm just waiting for the support to reply and I put the discord link https://discord.com/channels/167181566978555904/1264445640285618246
on my email, thank you so much on this mate!

Whenever I plug it in I receive a notification that it does not recognize it so yeah.

[olive spire]

Currently, it's the weekend, so I should be able to respond tomorrow to get it sorted 🙂

As you have narrowed it down with the following tests:

• When the keyboard is placed into "Wooting Restore" mode and still has the error, this can help check if there is a problem with the keyboard's current firmware as it will be detected as a different device when in "Wooting Restore" mode and will not use the firmware.

• Performed a driver and registry flush. This removes all the drivers and registry files associated with the keyboard incase this was an error with that

• Tested with a different USB-C cable in case there is a problem with the connection of "VCC, Data+, Data-, Ground." It doesn't look like a cable issue.

• Tried different ports with different USB controller chips in case the current controller has issues (sometimes restarting the system fixes this).

So, in this case, I assume that this is an issue with the port or the microcontroller being faulty.

1. Testing the microcontroller is a bit hard to do without specialized tools.
2. Testing the port in case one of the connections is broken (in this case, "Data-, Data+") is a bit hard to do without a conductivity test.

I assume it is the port in this case as it looks a bit crooked.

[crimson shard]

I see, just waiting for a reply email and hopefully warranty gets processed asap, I'm actually from the Philippines and shipping it to Netherlands is really expensive. So hopefully it won't happened again. Thank you so much

[potent radish]

I have the exact same issue