#devicereconnect issue

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sharp night
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wooting 60he+, cant troubleshoot at all

paper spireBOT
# sharp night wooting 60he+, cant troubleshoot at all

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sharp night
rigid furnace
sharp night
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this happens everytime

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Tried deleting the registry, deleting the keyboard and wooting restore from device manager, changed web browsers, tried on the wootility program aswell, tried v4, beta, changed usb ports, changed usb cables

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the keyboard works just fine, it’s being detected by windows

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the only problem is that i can’t change the profiles at all

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it’s as if it was bricked for some reason all of a sudden

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i have both 80he and 60he+

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the 80he works perfectly fine

rigid furnace
sharp night
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but it worked fine for the past few months ive had the wooting

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80he worked flawlessly with it aswell

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tried turning it off

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a few times, didnt work

rigid furnace
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@thorny plover Could you give us a hand? 😅 80HE works just fine, 60HE on the same system fails at DeviceReconnect during restore, the keyboard itself works fine, but the user isn't able to change anything on the keyboard using Wootility

thorny plover
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can you check device manager and take a picture of what drivers are visible ( i wish to check if the driver needed for wootility communication is present)
To open Device Manager, can you follow the steps below

  1. Right-click the "Windows Start icon"
  2. Select "Device Manager"
  3. Select "View"
  4. Select "Devices by container"
  5. Find the keyboard and expand the device tree
  6. take a screenshot of the results

For references wootility uses "HID-compliant device" ( @rigid furnace image list for references if this helps for future cases)

image.png image.png
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Note - from the main.log background service is not detected but if running i recommend to also disable this

also how is the keyboard connect - directly to the back of the computer or to a USB hub or a KVM?

sharp night
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Yes surely

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It was always connected directly to the motherboard

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Aorus X670 Elite AX

thorny plover
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looks like a missing driver for wootility "HID-compliant device"
so high chance windows - plug in play "Goofed" and did not assign the drivers correctly

can you try this guide and remove the current drivers and "Restart" to force the system to reassign new drivers

if still not resolved best to take anouther picture of device manager to double check if these did not get assigned again

How to flush all dead registry entries

Sometimes even after following this guide Issue - Wootility doesn't detect the Wooting the Wootility still can not detect the keyboard, this can be because of d

sharp night
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i have lots of peripherals at home mousepads mice etc. i tend to switch a lot of stuff around and my current mousepad has a rubber back there were some instances where the peripherals were disconnected and connected again

thorny plover
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when it comes to static discharge (Really hard to say)
the keyboard is grounded to prevent issues like that but when it comes the port or usb-controller can't say

for instance i have a joystick that is grounded to a USB port if this receives a shock it shuts down all usb ports for 2-3 seconds and i am not sure if that is due to the shock or the port or if the controller detects the high voltage and shuts down as a protection measure

sharp night
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hmmm

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i just tried the guide twice, made sure i did every step correctly

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still didn’t work, same outcome as before

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not sure if this helps but heres the log

thorny plover
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just to double check was the driver missing in device manger still "HID-compliant device" ?

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also have you installed any software that modify or changes the way drivers are assigned (for example https://zadig.akeo.ie/ can cause issues)

thorny plover
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Also to note in the main.log file, it appears that there is no issue when the keyboard is detected in "Wooting Restore" mode, so the drivers for this are properly assigned. Once the upload finishes and the device restarts, the driver needed for the keyboard to send/receive information from Wootility, "HID-compliant device", is not present. As a result, Wootility cannot detect or communicate with the device.

For reference, drivers act as a sort of translation layer where both the system and the device agree on a language they can use to send/receive information and act on it.

Without the driver, the keyboard may send "hello", but the system will ignore it.

We need to figure out why Windows is not assigning the driver correctly or perform a temporary workaround and manually reassign one of the extra drivers that is present to "HID-compliant device" as a workaround.

This could be considered temporary because if the keyboard receives a firmware update, it may cause the drivers to be reassigned again and revert to the original state, or if you change gamepad options.

(note the extra driver that i noticed was "HID-compliant vendor-defined device" as their should only have 2 not 3 like you have

sharp night
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I’ve tried reinstalling the bus drivers for everything

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used sfc scan, restore health, checked bios

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do you recon on how can i reassign any of the drivers?

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I don’t have much knowledge on that unfortunately

thorny plover
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sure will break out the MS paint as doing this by text may be a bit confusing

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(Sorry if it looks a bit rough)
Note - step 2 is right click the driver to see properties

image.png
sharp night
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which one of the three vendor drivers should i swap?

thorny plover
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you can do any
if anything goes wrong can remove "USB composite device" reconnect the device and it will reassign the wrong drivers again (back to default)

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One moment - did some testing and it looks like my device also has 3 "Hid-Compliant vender-defined devices" once i force a reassign

so we may of changed how the drivers are structed recently that i was not aware of...

sharp night
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so i suppose there aren’t any drivers i could reassign?

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unless i could change the controller driver since i don’t use it

thorny plover
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In this case, I am not entirely sure of the cause. I was under the assumption that this was due to incorrect drivers being assigned, as this can happen every so often and has the same symptoms, but after updating the drivers on my keyboard, I have the same drivers as you without any issues.

So I think there is another cause, but I am not entirely sure. I will check with the software team to see if they have any ideas.

sharp night
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Thank you very much, i’d try to reset the firmware on a different pc if i could but i can’t since i live in a different place atm and i don’t have a spare pc at home

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perhaps the firmware has something faulty within it that causes the error on specific wooting batches

thorny plover
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That would be unlikely, otherwise we would have hundreds of cases or more.

In this case, I think this is caused by the system, but I am not sure where to start and i would like to avoid a situation where I ask random questions and hope we make progress.

as right now it may be driver and how this is set up but that would require a registry dump and know where to look to find an issue

sharp night
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hmmmm

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i wonder which part of the system could it be

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it just happened all of a sudden though, used to worked just fine prior to that day

thorny plover
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did you make any changes like enabling/disable gamepad, (xbox/classic) or change NKRO settings

or did this happen on a system start up? (fine when turned off - issue on start up)

sharp night
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Came back from a party on sunday, booted pc just as usual and played a few valorant matches

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later on i noticed that fn layer wasn’t responding so i started spamming perhaps i somehow bricked the pc or turned on nkro shortcut maybe if wooting has one?

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pretty sure i also installed forza horizon via xbox on saturday

thorny plover
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by "started spamming" just pressing random keys?
was that you or the keyboard doing that?

also regarding the FN key - if you press this dose the FN layer switch? (rgb should change)

sharp night
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i always used the default rapid layer for majority of my time with 60he+

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and i don’t think the rgb was changing anytime when i used to use the fn layer

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unless i didn’t notice throughout all of the instances i used the function shortcuts

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pretty sure nkro is off though, i can press more than 6 keys at a time just checked

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hold on i forgot, wasn’t nkro supposed to let you press more than 6 keys freely

sharp night
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Never had ghosting issues

thorny plover
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ahh ok thanks - just noticed would be hard to get a time frame when wootility is not reacting ( i open this daily so i tend to forget this)

sharp night
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was searching for devicereconnect cases here on discord, i know you’ve taken part in most of them

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have you ever encountered a case like this?

thorny plover
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I don’t do Discord troubleshooting as often since I was hired to do this full time Email/tickets.

But in most cases, it tends to be a driver issue when one is missing, or a communication problem caused by software.

Software issues are pretty rare nowadays, as we resolved most RGB software issues by changing how RGB software communicates with the keyboard. Even then, this would be displayed in the main.log file or show an error in Wootility.

For reference, the only software that I see causing issues now is:
Wooting “backgroundservices”
L-Connect 3 (they released new software, so I assume with time this will resolve itself)

So this case is pretty new

sharp night
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The only software I could think of is raw accel/wallpaper engine and xbox maybe

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i’ve installed xbox for forza on saturday

thorny plover
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best test for software interfaces is to try "Safe mode" this disable all third party software

but to note this tend to show some conflict in main.log file
your main.log seems to show no connection at all

sharp night
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do you recon on how can i boot the pc in safe mode without the function keys?

thorny plover
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Yea i used to right click the power icon... but dosnt show now... one second

https://www.wikihow.com/Start-Windows-in-Safe-Mode

wikiHow
Start Windows in Safe Mode

A step-by-step guide to get your PC into safe mode Windows Safe Mode is an excellent tool for troubleshooting, as it prevents startup programs from running and loads only the bare minimum software and drivers. Whether you want to boot in...

sharp night
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forces me to use arrow keys 😭

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do you think system restore would help?

thorny plover
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i am not sure on the cause so can't say - you can do a "live-CD" instead as a test if you want to see if the OS is at fault

sharp night
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what’s a live cd?

thorny plover
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pretty much you load up operating system on storage device and boot into the os that way

in this case you would load windows os to a flashdrive and see if this happens on a brand new os

sharp night
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would have to use rufus right

thorny plover
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never had to use software for this i did this the mannaul way (been awhile aswell since the last time i needed to do this)

sharp night
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do you perhaps remember how?

thorny plover
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sorry but this is to long ago so can't remember the details

sharp night
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damn

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i have no clue how to solve this then

thorny plover
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for now best to wait i gave the software team a heads up on this case may be an interesting edge case that reveals and issue or they may have a better idea on a way to sovle this

sharp night
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alright, thank you very much andrew!

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i’ll be waiting

thorny plover
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I have a point I wish to check, and this is a bit of a long shot. After testing, the changes to the driver are from 2.12, so we can roll back to 2.11 and see if this shows improvement in case this was caused by the driver changes. I will include a guide below

Rollback to 2.11 guide + driver uninstall

I am pretty sure you have done this already, but just in case

(placing the keyboard into "wooting restore")

  1. Unplug the keyboard
  2. Hold the Top Right and Bottom Right keys for the keyboard
  • 60HE: BackSpace + FN
  1. Plug the keyboard in
  2. After 3 seconds, let go of the keys
  3. The keyboard should now be in "Wooting Restore" mode

Uploading new firmware

  1. Use this link https://wootility.io/?test-builds=true (this URL has Test builds enabled)
  2. Click on "Settings"
  3. Select "Updates"
  4. Select "Your keyboard"
  5. Press "Get Test Firmware"
  6. Press "Select Test Build"
  7. Select "V2.11.0+rollback"

Remove old drivers

  1. Right-click the "Windows Start icon"
  2. Select "Device Manager"
  3. Select "View"
  4. Select "Devices by container"
  5. Find the keyboard and expand the device tree
  6. Right-click "composite device" and select "uninistal:
  7. Replug the 60HE

this will force the drivers to be reassigned to old standard

image.png
Wootility Web

Instantly edit your Wooting keyboard profiles and colors from the browser.

sharp night
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thank you for looking for solutions

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im really glad

thorny plover
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no problem this is a bit of a shot in the dark but it would check if this is related to the drivers otherwise it may be some other factor on the system

sharp night
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completely forgot

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i can’t do that since i don’t have it added

thorny plover
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uhhhh raoadlbock.... did not consider the test builds not visable in wooting restore.