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K95 RGB Platinum randomly stop working when I use the volume wheel


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K95 RGB Platinum randomly stop working when I use the volume wheel.

 

Same problem on 2 different K95 RGB Platinum (the first was return to shop, the second will return in a short time if i don't solve).

 

Connected to usb port on Gigabyte X570 Aorus Elite (i tested both usb 3.0, 3.1 and 2.0 port).

1000hz polling

Firmware 3.21.28

iCUE 3.34.170

WIN 10 PRO (2004)

 

Random issue.

The keyboard stop workin but the lighting profile is ok.

iCue shows the device with a red warning sign!

 

Usually unplugging keyboard or rebooting pc is enough to solve the "freeze" but today I had to reflash the firmware!

 

A reliable solution?

Edited by meravigliato
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  • Corsair Employees

Hi meravigliato,

 

If the second unit is having the same issue, it's less likely that the issue is the keyboard. There's a few things worth trying:

 

  • Updating USB drivers
  • Checking to see if the issue persists without iCUE running
  • Switching polling rate from 1000Hz to 500Hz

 

I also recommend getting in touch with our support team by opening a ticket at https://help.corsair.com, they'll be able to help you troubleshoot.

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  • 3 months later...

UPDATE

 

1) Corsair sent me a new firmware: USELESS (no other suggestion from support)

2) Gigabyte asked me to update bios: USELES (no other suggestion from support)

3) Setting polling to 125hz/8ms: OK but unacceptable (any other polling setting no effect)

4) iCUE disabled: OK but unacceptable

5) Tested on a pcie usb card in Gigabite X570 Aorus Elite: OK

6) Tested on a different PC (old Acer mediacenter with iCUE): OK

7) NO ISSUE with any other device connected to usb port of Gigabyte

8) Corsair/Gigabyte proposed RMA: USELESS, same problem with 2 different keyboards, no issue on another PC and no issue with any other device on Gigabyte's usb port

 

 

Final Thoughts

I am currently using the pcie usb card.

Corsair/Gigabyte support quite useless.

I hope future fimware/bios update will solve the issue.

Edited by meravigliato
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