Keyboard disconnected during update, now doesn't connect to anything

[quartz siren]

Hey,

I tried my new keyboard today, and it worked perfectly. I downloaded Wootility and did the recommended firmware update, and the keyboard disconnected mid-update. It was not unplugged, it just turned off.

I tried to plug it in another computer, it worked fine, then plugged it again my main computer, tried the firmware update, and it stopped working again. I tried other working USB cables, plugged it in other USB ports, but nothing works on any computer. Nothing happens when i plug it in, no device are connecting. Same when i try to plug it in restore mode. I also tried flushing dead registry entries but i can't delete them because of some "Properties" subfolder.

I've seen some people with the same issue but no one seems to have a solution, i reached out to the support already, is there anything more i can try ?

Thanks

[night harness]

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?
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• Return a recent purchase?
• Get warranty support?

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

[misty lark]

So that sounds a bit strange. It sounds like the keyboard can be restored on another device, but any update or restore on the main pc causes the keyboard to fail, if I understand correctly.

Some points to check

1. Is the keyboard plugged in directly to the back of the computer, or do you use a USB hub or KVM?

2. On the main PC, what is the error, or how does the restore/upload fail?

3. Can you follow the steps below and inform me how the keyboard is detected by the system (I wish to see if it is detected by the system at all and what drivers are assigned)?

(1) Right click windows start icon
(2) select Device manager
(3) select the tab "View"
(4) select "Device by containers"
(5) Look for "wooting two HE" or "Wooting restore" and expand the device tree
(6) take a screenshot of what is visable (it should match the example image)

[quartz siren]

when i plugged the keyboard in another computer the first time it crashed, it turned on normally. now it's not even detected as a device.

1: Yes, i have tried plugging the keyboard in the back of the computer, on working usb ports.

2: there no error on the main pc : nothing happens when i plug the keyboard, in normal mode or in restore mode. no device is detected by windows or by wootility when the keyboard is plugged in

3: it's not detected at all, see images

Thank you

[misty lark]

Can you restart the computer i think the USB port may be disabled
and a restart (not shutdown) may help

[quartz siren]

i just did, nothing changed, the usb port i'm using now for the keyboard works when i plug in something else

[misty lark]

so this is a bit strange...

this was mentioned but wanted to double check.

can you place the keyboard into wooting restore by

1. unpluging the keyboard
2. holding the top right and bottom right keys (Numpad enter) + (mode)
3. Pluging in the keyboard
4. wait 3 seconds before releasing the keys

and check device manager again

[quartz siren]

good idea making me double check, i wasn't holding for 3 seconds after plugging, my bad

i heard the classic usb sound, and in device manager i see a new entry :
“Unknown USB device (device descriptor request failed)”

still no compatible device found for wootility

[misty lark]

nice progress

That tends to indicate a communication issue. For instance, the cables that send/receive data may not make a stable connection, or due to resistance/voltage drop, the information can’t be read accurately anymore.

The strange bit is that this should also occur in normal mode as well if that were the case, with the same error. So I lean towards a driver issue….

The earlier mention that you could not remove old leftover registry files may indicate a cause, but it’s hard to say.

you may want to enter safe mode then remove the old registry files (this can sometimes help)

[quartz siren]

i tried booting windows in safe mode and deleting the registry files but i got the same error

more info, the error code for the unknown USB device is Code 43, which seems to be a driver issue yeah

is there any way to do a manual install of wooting drivers ?

[misty lark]

we use generic windows drivers so a manual install would be possible but the fact that the assignment is not working in the first place is a concern

Right click - the error

• update drivers
• Browse my computer for drivers
• let me pick from a list of available drivers on my computer
• (untick) show compatible hardware
• Select "Standard USB Host controller)
• Select "USB Composite device"
• Next done

(But i dont think this may help)

[quartz siren]

i just did that, i heard usb unplugging and plugging sound, but i still have the same error in the device manager

[misty lark]

oops - was making images

can you go to the other computer lunch wootility and change the keyboard settings "Game pad" to any setting

this will also cause the keyboard to restart and change the device id and it should be detected as a different device

wondering if the Device ID for "wooting two - normal" and "Wooting Restore" have issue

[quartz siren]

the keyboard is no longer recognized by the other computer, i get the Unknown USB device error on there too (only when i plug it in restore mode)
i can't select the keyboard in wootility so i don't think i can change the Game pad setting either

[misty lark]

ok i think this is a commutations issue maybe a damaged

• USB-C port Keyboard
• or usb-c cable
• internal JST cable has come loose

(was mentioned other cables so i learn towards port issue)

how old is the keyboard and can you try to inspect the port (this will be hard to see so may need alot of light

[quartz siren]

the keyboard is new, i just got it for christmas, and the USB-C port seems fine

[misty lark]

So currently, I’m not entirely sure on the cause.
Maybe a component has gone bad, or the internal JST cable has come loose and was only barely attached (which, after moving this around to test, may have come loose even more).

In either case, this is a theory, and this can be treated as a warranty case, which you can reach out for and get warranty assistance via the link above.

If you wish to attempt disassembly to reseat the JST cable to see if this is the cause, you can follow the video guide. This is optional and won’t void the warranty.
https://www.youtube.com/watch?v=mj66YesiJJk
https://wooting.io/support

(if a ticket is sent make sure to include discord link)
https://discord.com/channels/167181566978555904/1453912610251472918

[quartz siren]

i tried to reseat the JST cable, but this didn't solve the issue, the device is still unknown

thank you so much for taking the time to help me, i'll include this in the support ticket, have a good day