80HE disconnects after a couple seconds of being plugged in.

[potent yoke]

Earlier today my keyboard disconnected while i was gaming and whenever i unplug and plug it back in it only stays on for a couple seconds. I've tried restoring the keyboard multiple times and nothing has helped. Is this issue associated with the JST cable? I'm not very experienced with keyboards so any advice would be appreciated.

[lament imp]

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 Support Wizard*
(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 an order?
• Return/Refund an order?
• Get assistance with placing an order?
• Change the items in your order?
• Change your shipping address to a different country?
• Return a recent purchase?
• Get warranty support?

All of these types of requests need to be made via the Wooting Support Wizard!

[lone nymph]

Is your keyboard plugged directly into the motherboard?
Are you using included USB-C cable?

[potent yoke]

yes to both

ive also received the errors GetLEDBarProfileMetadata, GetRGBBins, and GetDeviceConfig when plugging in my keyboard but those errors arent consistent

[lone nymph]

Any RGB softwares running in the background? If so disable them and replug the keyboard.

Also try different USB port and cable, if available.

If the keyboard still disconnects, check the JST cable inside the keyboard. It might be loose and causing the issue.

1. Unscrew all the screws on the bottom of the case (you'll need PH1 screwdriver)
2. Remove the top case
3. Lift the module
4. Push both ends of the JST cable into the PCB/USB daughterboard connectors
5. Reassemble the keyboard

Disassembly
Assembly

[potent yoke]

After testing ive found that different cables give the same result when i plug them in/use different ports, but when i reduced my global brightness to 75% or less i noticed i could change settings without the keyboard disconnecting. after work tomorrow im going to check the JST cable as well

also ive disabled both Icue and ghub since those were my only rbg softwares

[steel coral]

I experienced the same exact issue along time ago It kept disconnecting on me randomly contacted wooting they sent me a new board replaced it and the same exact issue still happens

Playing and the 80HE Just randomly disconnects on me or it freezes which is pretty much the same I have to unplug and plug again and this only happens with the 80HE keyboard I have no idea why I plug my razor keyboard and can play normally for hours

It’s really annoying and it happens at random times couldn’t really find a solution for it but I’m very disappointed that it’s still happening and I’m kinda sick of this issue and probably will buy a different keyboard

Here is an example of it being frozen

Tried multiple different cables different ports on the pc front back all of them literally, and the replacement board and no solution was found unfortunately did reset it using the app/website or what not didn’t help either

[potent yoke]

@lone nymph i reseated the JST cable and reset the keyboard again but unfortunately the issue is still happening. The keyboard wont stay connected

[lone nymph]

That's unfortunate. I'd recommend reaching out to Wooting https://wooting.io/support, keep in mind that Wooting is currently having annual team retreat, so support will be limited until early November.

[potent yoke]

I reached out to support already and they just told me about that annual retreat as well. seems im stuck then

@lone nymph can i respond to the support ticket in my email telling me that the response times will be slower than usual or is that just a general response sent out. im tryiing to figure out my next step besides just waiting until november

[lone nymph]

Yes, you can do that