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iCue causing intermittent mouse cursor freezing


rubba.chikin

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Posting this here in the slim chance someone may have already been through this and has a solution.

 

I've just installed H100i RGB PRO XT (older i5 6600K system). Hardware and performance is what I expected and I have zero issues with it at this point.

However with the latest version of iCue software installed I'm suffering from intermittent mouse cursor freezing. Eg - every 10-20 mins the mouse cursor will freeze in place and be stuck for ~5 seconds. This happens in Windows and in full screen games as well.

 

Dual 27 monitors: Asus VA27A (gsync enabled) + Dell U2719DC

Keyboard: Razer Blackwidow Chroma

Mouse: MadCatz RAT 6+

 

Win10 latest build + fully patched.

Latest BIOS + drivers for motherboard, video and all peripherals up to date

 

I've searched through these forums and found similar sounding issues where the recommendation is to exclude iCue from Gsync at the Nvidia Control panel application specific level, disable the Windows usb power save option, noted there has been conflicts with certain versions of HWMonitor (so uninstalled all HWM and CPUz apps etc) yet nothing has helped.

 

The problem goes away as soon as I uninstall iCue so it definitely appears to be the culprit here. I don't really even care about the RGB functions, I just want to be able to change the fan/pump profiles.

Are there any known compatibility issues with Razer/MadCatz products or software? They'd be the only other RGB compatible devices on this PC.

 

 

EDIT: Just enabling the debug logging option and poking around the service logs they it does appear to be spewing array index errors in here constantly:

 

2020-12-21 16:05:22.5807 | 4 | RUBBA-DT | 3.36.0.1 | CommandStateMachine | The command 0x00 got System.IndexOutOfRangeException

System.IndexOutOfRangeException: Index was outside the bounds of the array.

at CorsairLink4.Module.HidDevices.Coolit.BufferManipulation.CoolitCommandByteWriter.Visit(Byte[] buffer)

at HumanInterfaceDevice.Types.Buffer.Accept(IBufferVisitor visitor)

at CorsairLink4.Module.HidDevices.Coolit.ReportFactories.CoolitBridgeOutputReportFactory.Create(CoolitBridgeCommandCode code)

at CorsairLink4.Module.HidDevices.Coolit.ReportFactories.CoolitBridgeOutputReportFactory.CorsairLink4.Module.HidDevices.Core.IReportFactory.Create(Byte id)

at CorsairLink4.Module.HidDevices.Core.CommandStateMachine.<MoveNext>d__3.MoveNext()

 

2020-12-21 16:05:22.5807 | 4 | RUBBA-DT | 3.36.0.1 | CoolitHidDevice | Cannot open device CorsairLink4.Module.HidDevices.Coolit.CoolitHidDevice

 

2020-12-21 16:05:22.5807 | 4 | RUBBA-DT | 3.36.0.1 | CoolitHidDevice | Cannot open device CorsairLink4.Module.HidDevices.Coolit.CoolitHidDevice

 

2020-12-21 16:05:22.5807 | 4 | RUBBA-DT | 3.36.0.1 | CoolitHidDevice | Cannot open device CorsairLink4.Module.HidDevices.Coolit.CoolitHidDevice

 

and

 

2020-12-21 16:05:49.9996 | 31 | ERROR: CommandStateMachine | The command 0x00 got System.IndexOutOfRangeException An exception System.IndexOutOfRangeException (Index was outside the bounds of the array.) has occurred. Please see the errors log file for details.

2020-12-21 16:05:49.9996 | 31 | ERROR: CommandStateMachine | The command 0x00 got System.IndexOutOfRangeException An exception System.IndexOutOfRangeException (Index was outside the bounds of the array.) has occurred. Please see the errors log file for details.

2020-12-21 16:05:49.9996 | 31 | ERROR: CoolitHidDevice | Cannot open device CorsairLink4.Module.HidDevices.Coolit.CoolitHidDevice

2020-12-21 16:05:49.9996 | 31 | INFO: CommandStateMachine | The command 0x00 got an error: Cannot open device

2020-12-21 16:05:49.9996 | 31 | ERROR: CoolitHidDevice | Cannot open device CorsairLink4.Module.HidDevices.Coolit.CoolitHidDevice

2020-12-21 16:05:49.9996 | 31 | INFO: CommandStateMachine | The command 0x00 got an error: Cannot open device

2020-12-21 16:05:49.9996 | 31 | ERROR: CoolitHidDevice | Cannot open device CorsairLink4.Module.HidDevices.Coolit.CoolitHidDevice

2020-12-21 16:05:49.9996 | 31 | INFO: CommandStateMachine | The command 0x00 got an error: Cannot open device

2020-12-21 16:05:51.0015 | 21 | INFO: DevicesMonitor | TIME = 1000(avg: 1016.40) ms

2020-12-21 16:05:51.0015 | 21 | INFO: DevicesMonitor | Devices: 7(42 sens.)

 

 

I have also tried swapping the USB header on the motherboard to see if there's any difference... and it already froze again while typing this, so made absolutely no difference.

I guess I found the other device duplication bug as I've got 2 devices in iCue now - H100i RGB PRO XT (1) and H100i RGB PRO XT

Edited by rubba.chikin
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  • 1 month later...

So for anyone else playing at home... the root cause was the MadCatz RAT6 mouse.

 

After months of back and forth with Corsair support which mostly reinstalling everything over and over, the log spam stops as soon as the device is unplugged from the system.

 

Not sure why iCUE is attempting to communicate with it... I guess it just tries to latch onto anything with RGB capabilities? Either way it is constantly trying and failing horribly at attempting to poll it.

 

I don't have a solution yet so will be interesting to see what support comes back with for a fix.

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