usb device not recognized

[graceful oxide]

my wooting 60he kept turning on and off randomly while playing valorant and the keys were being held down while it was off, then after a bit it stopped turning on again, so naturally I unplugged it and plugged it back in, but that gave me the error "usb device not recognized, the last usb device you connected to this computer malfunctioned, and windows does not recognize it." i've tried restarting my pc, using a different port on my pc, using a different pc, and a different cable. i was met with the same issue every time. i've had the keyboard since late 2022, so idk if it's just showing its age

[agile moon]

Thanks for posting your support request!

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[spice blade]

Have you tried performing a restore?

[graceful oxide]

i will when i get home

[graceful oxide]

i get this error, i've tried the steps in the troubleshooting guide

[spice blade]

Do the top right and bottom right keys light up in blue?

[graceful oxide]

no

[spice blade]

You need to hold the top right and bottom right key and at the same time plug in the keyboard

https://youtu.be/bwnDyB72jxM

[graceful oxide]

i did what is done in the video and i'm met with the same outcome, the video also said that the lighting up in blue is an 80he thing and i've got a 60he

[spice blade]

Could you also try flushing dead registries and performing the restore again? https://help.wooting.io/article/173-how-to-flush-all-dead-registry-entries

When you put the keyboard in Wooting Restore (by holding top right and bottom right keys) it should show up like this in the device manager, if it shows up in any other way then something is up with the Windows drivers

[graceful oxide]

i've removed all the registries and now this has appeared for me, same result with the reset

[spice blade]

Do you have a second PC/laptop where you could try performing the restore? Does it show up the same way you sent on the other PC?

[graceful oxide]

i've tried it on my dad's work pc and i get the same error, but i havent tried restoring so i'll do that now

[graceful oxide]

same error

[spice blade]

@frosty linden Restore always fails in the bootloader phase, no matter the PC, USB cable

[frosty linden]

for wooting restore only the "wooting 80HE / Wooting 60HE v2" will shine blue

this can't be interduces to older keyboard as this would require uploading changes bootloader firmware witch we avoid in the situation people experiences an interrupted firmware update this will result in having no fall back (bootloader) and will brick the keyboard so this feature is limited to newer keyboards that has the bootloader with the new code

[frosty linden]

This error tends to indicate a Communication issue for instance the keyboard has 2 wire that send/receives information (Data + / Data -) if one is disconnected it tends to show this error

as you have already ruled out the host machine by trying Laptop/PC can i check if you have tried other USB-C cables ?

if still not resolved may be an issue with the Keyboard USB-C port

[graceful oxide]

i have tried another cable yes

[frosty linden]

In that case, I have a strong suspicion from the initial post that the port is detaching from the PCB, causing the current issue. Best to send a ticket and link this Discord post. A picture of the PCB with a focus on the port and internals would be appreciated as well as would request this
https://www.youtube.com/watch?v=wRVnK958Tdk

Discord link https://discord.com/channels/167181566978555904/1470084308105691360
https://wooting.io/support?category=8&issue=47

[graceful oxide]

i got it to work again, there was a piece of dirt shortcircuiting some of the pins when i opened it up