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HS60 Haptic headset - audio cuts when taken off and at random


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Hello,

I have some problems with my HS60 Haptic headset. The problem is that almost every time I take the headset off and lay it on my desk it will cut audio for 30 seconds before re-enabling it. I will also sometimes cut audio when moving into another sitting position and sometimes it will just cut seemingly at random.
You should be aware of this issue by now as I've seen plenty of (unresolved) topics from other users experiencing the exact same problem. It also goes without saying that I've tried everything that was proposed as potential solutions in those topics to no avail.
A small handful of the things I've myself tried to alleviate the problem:
tried disabling the USB selective suspend setting, tried looking for ways to update the firmware but that is seemingly also not possible (as other users also have expressed in their topics), changing USB ports, reinstalling iCUE, and so on.

I also enabled the debugging log setting in iCUE and can see that something is going awry when the sound cuts. Here is the log from the moment the sound cuts to when it re-enabled ~30 seconds later:

  • 2022-02-21 17:00:09.397 I cue.hid_device_detector: "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col02#a&c7b5e01&0&0001#{4d1e55b2-f16f-11cf-88cb-001111000030}" removed.
  • 2022-02-21 17:00:09.404 W qrc:/qml-imports/com/corsair/cue/controls/MouseoverPopup.qml:140: TypeError: Cannot read property 'currentPresetName' of null
  • 2022-02-21 17:00:09.404 W qrc:/qml-imports/com/corsair/cue/controls/MouseoverPopup.qml:77: TypeError: Cannot read property 'toolTipText' of null
  • 2022-02-21 17:00:09.404 W qrc:/qml-imports/com/corsair/cue/controls/MouseoverPopup.qml:68: TypeError: Cannot read property 'title' of null
  • 2022-02-21 17:00:09.404 W qrc:/qml-imports/com/corsair/cue/controls/MouseoverPopup.qml:60: TypeError: Cannot read property 'iconSource' of null
  • 2022-02-21 17:00:09.418 I cue.devices.audio.comp: Audio control device was cleared
  • 2022-02-21 17:00:09.421 I cue.hid_device_detector: Add close task: "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col02#a&c7b5e01&0&0001#{4d1e55b2-f16f-11cf-88cb-001111000030}"
  • 2022-02-21 17:00:09.422 I cue.hid_device_detector: Add close task: "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col01#a&c7b5e01&0&0000#{4d1e55b2-f16f-11cf-88cb-001111000030}"
  • 2022-02-21 17:00:09.423 I cue.hid_device_detector: "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col02#a&c7b5e01&0&0001#{4d1e55b2-f16f-11cf-88cb-001111000030}" closed.
  • 2022-02-21 17:00:09.424 I cue.hid_device_detector: "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col01#a&c7b5e01&0&0000#{4d1e55b2-f16f-11cf-88cb-001111000030}" closed.
  • 2022-02-21 17:00:09.424 I cue.hid_device_detector: Mark all tasks as finished.
  • 2022-02-21 17:00:09.439 I cue.hid_report_worker: Stopping report worker "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col02#a&c7b5e01&0&0001#{4d1e55b2-f16f-11cf-88cb-001111000030}"
  • 2022-02-21 17:00:09.439 I cue.hid_report_worker: Waiting for report worker stop "\\\\?\\hid#vid_1b1c&pid_0a5f&mi_03&col02#a&c7b5e01&0&0001#{4d1e55b2-f16f-11cf-88cb-001111000030}"
  • 2022-02-21 17:00:40.148 I cue.dev.hidenumerator: Found device VID 6940 PID 2655 Usage Page 12 Usage 1 

There is a lot more in the log, but I don't really know what is relevenat and what isn't so just ask if you need more.

Everything seems to be pointing to a hardware-related problem as it mostly occurs when the headset is moved in some capacity, but even that I don't understand as I haven't dropped or otherwise manhandled my headset in any way. Some help would be greatly appreciated as I do in fact really like this headset and it has worked fine for the last year or so.

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  • Corsair Employees

Hi Guol,

Let's try these steps, which can help with help with audio cracking and disconnections in some cases:
 
You are unlikely to have the same-named device, so use this for the Nvidia Audio, Realtek, etc... instead of Dell
 
Do the following steps exactly and see if they resolve your issue.
1. Open up Windows Control Panel
2. Go to Device Manager
3. Click on Audio inputs and outputs
4. Right click on the corsair headset and select Uninstall Device
5. Unplug the headset from your computer and DO NOT plug it back in until the instructions state to.
6. Now restart your computer.
7. Once your computer is back up and running Open your computer's Control Panel.
8. Open the Programs and Features options.
9. Select Corsair Utility Engine in the list, and then select Uninstall.
10. Press Window Key + R to open the Run command.
11. Type %appdata% and press Enter.
12. Delete any Corsair folders in the window that pops up.
13. Return to the Run window and type %localappdata%.
14. Delete any Corsair folders in the window that pops up.
15. Open File Explorer and navigate to C:\Program Files (x86)\.
16. Delete any Corsair folders in that folder.
17. Type Regedit in the Run window and then click OK.
18. Go to HKEY_CURRENT_USER\Software\ and delete the Corsair folder.
19. Go to HKEY_LOCAL_MACHINE\SOFTWARE\ and delete the Corsair folder.
20. Restart your computer.
21. From Device manager “Audio inputs and outputs” – uninstall - DELLS2421HSX (High Definition Audio Device)
22. From Device manager “Sound,Video and game controllers” uninstall - High definition Audio Device
23. Download a new installer file for iCUE from Corsair.com and reinstall.
24. Plug in and tested headphones and all worked
25. Once iCUE is installed restart your computer one last time.
26. Once your computer is back up and running make sure iCUE is running and then plug your headset back in and test the functionality of the EQ and Dolby Sound.
 

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51 minutes ago, Corsair Blade said:

23. Download a new installer file for iCUE from Corsair.com and reinstall.
24. Plug in and tested headphones and all worked
25. Once iCUE is installed restart your computer one last time.
26. Once your computer is back up and running make sure iCUE is running and then plug your headset back in and test the functionality of the EQ and Dolby Sound.

I am a bit confused with the last couple of steps.
Do you want me to plug the headset in after the reinstallation of iCUE and before the restart OR after the installation of iCUE and the after I've restarted my computer?

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On 2/22/2022 at 7:16 PM, Corsair Blade said:

Hi Guol,

Let's try these steps, which can help with help with audio cracking and disconnections in some cases:
 
You are unlikely to have the same-named device, so use this for the Nvidia Audio, Realtek, etc... instead of Dell
 
Do the following steps exactly and see if they resolve your issue.
1. Open up Windows Control Panel
2. Go to Device Manager
3. Click on Audio inputs and outputs
4. Right click on the corsair headset and select Uninstall Device
5. Unplug the headset from your computer and DO NOT plug it back in until the instructions state to.
6. Now restart your computer.
7. Once your computer is back up and running Open your computer's Control Panel.
8. Open the Programs and Features options.
9. Select Corsair Utility Engine in the list, and then select Uninstall.
10. Press Window Key + R to open the Run command.
11. Type %appdata% and press Enter.
12. Delete any Corsair folders in the window that pops up.
13. Return to the Run window and type %localappdata%.
14. Delete any Corsair folders in the window that pops up.
15. Open File Explorer and navigate to C:\Program Files (x86)\.
16. Delete any Corsair folders in that folder.
17. Type Regedit in the Run window and then click OK.
18. Go to HKEY_CURRENT_USER\Software\ and delete the Corsair folder.
19. Go to HKEY_LOCAL_MACHINE\SOFTWARE\ and delete the Corsair folder.
20. Restart your computer.
21. From Device manager “Audio inputs and outputs” – uninstall - DELLS2421HSX (High Definition Audio Device)
22. From Device manager “Sound,Video and game controllers” uninstall - High definition Audio Device
23. Download a new installer file for iCUE from Corsair.com and reinstall.
24. Plug in and tested headphones and all worked
25. Once iCUE is installed restart your computer one last time.
26. Once your computer is back up and running make sure iCUE is running and then plug your headset back in and test the functionality of the EQ and Dolby Sound.
 

Well, I've now tried your steps and the issue still persists.
What course of action do you suggest now?

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  • Corsair Employees
On 2/25/2022 at 1:52 AM, Guol said:

Well, I've now tried your steps and the issue still persists.
What course of action do you suggest now?

If possible, try accessing something in Windows 10 called "Local Group Policy Editor." You navigate to it by typing "Edit Group Policy" in the Windows 10 Start Menu, then you'll see the window. You need to navigate through the below branch.

Computer Configuration -> Administrative Templates -> System -> Device Installation -> Device Installation Restrictions -> Prevent installation of devices not described by other policy settings -> Enable -> Apply

From this, restart your computer, then navigate to device manager. Click on view, then "Devices by container." Go to your headset, and uninstall the device.

Afterwards, restart your computer, and make sure you have the latest version of iCUE installed. You need to navigate back to the policy and set it to "Not Configured" or "Disabled." If you do not do this, you will be unable to install your drivers.

After doing this, you will navigate back to iCUE, go to device settings, and force a firmware update.
 

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