Virtuoso USB dongle stopped working

[Gernstein]

Hello,

After a system reboot my USB dongle stopped working. In iCUE it says it's unavailable (even though it's recognized) and error messages from attachment can be found. I've tried on three different computers and about 8 different USB ports but it ends up the same. Headset works fine while on wired connection (both jack and USB). I've tried soft reset of the headset (even though I suspect dongle issues not headset itself), iCUE full reinstallation, Win and BIOS update - nothing changed a thing. Re-pairing is not possible as after click Pair iCUE is waiting for USB Wireless Receiver forever. Dongle P/N: CA-9011185. I've also created a support ticket (#2005807472) but maybe someone did have the same issue and it might be related to software not hardware? Any help would be much appreciated. Thank you in advance!

Regards,

Gernstein

[Gernstein]

Can anyone from Support please respond to my post or a ticket? It's been days since I've created both and until now there is completely no update on my case. Thanks in advance.

[Technobeard]

37 minutes ago, Gernstein said:

Can anyone from Support please respond to my post or a ticket? It's been days since I've created both and until now there is completely no update on my case. Thanks in advance.

It's going to take some time to get a response this time of year. There is a message is on the ticket creation page that addresses this:

Quote

Corsair Gaming is facing a seasonal increase in support inquiries by both email and phone. The crew are working as quickly as possible to provide everyone with timely assistance, but there may be some delays in responses as we work to provide excellent service to each customer. Please do not create multiple tickets for your issue and use your original ticket number on all communication, as multiple tickets and multiple communication threads can slow down our response times. We ask for your patience during these difficult times and apologize for any inconvenience.

If you are concerned about whether your product’s warranty period or web-store return window will expire while waiting for a response, rest assured that Corsair will honor your request based on when you initially started your ticket. To expedite your ticket’s handling, please be sure to provide a photo of your product’s part number and serial number. If you do not know where this is, you can find out by checking this article:[Find a Serial Number or Lot Code]

 

[Gernstein]

Thank you @Technobeard. What I saw in the ticket was:

Quote

A support representative will try to respond to your ticket within 2 to 3 business days. However, during the Winter of 2022 there will likely be additional delays in response time, depending on the nature of your request. We apologize in advance as we work through the many recent requests for assistance. Our Support team is further growing now to best serve all of your needs.

2-3 days for single response "we are working on your ticket and you may expect further additional information in next (e.g.) 5 business days" would be better than no response at all. Anyway I hope it will be taken care of sooner than later. Thanks again and have a good holiday!

[Malyck]

Did you ever get this issue resolved?  I have the same issue, wondering what the resolution was.

Thanks!

[AskaLangly]

Meanwhile, my issue was when I first connected the K100 Air; Slipstream updates came about. Since then, my Virtuoso SE now has lower-pitched tones when turning it on and off.

That's not the worst of it, as the firmware updates also broke the K100 Air's wireless functionality altogether.

[Gernstein]

On 1/10/2023 at 5:49 PM, Malyck said:

Did you ever get this issue resolved?  I have the same issue, wondering what the resolution was.

Thanks!

I have received new dongle but even though system and iCUE recognizes it perfectly fine headset and dongle cannot pair (both using Slipstream and directly from headset configuration page). I'm waiting for another response from tech support and will follow up once I will have an answer.

[blindway169]

I'm having a similar problem. My USB is blinking a red Light. Support gave me an older firmware so I can instal, but the firmware is a .FWU file, and ICUE works with .bin files. I cant pair my Headset =( ... Maybe someone can help with the .FWU file. 

TY.

[Gernstein]

Small update - Corsair support told me to send headset to them for a replacement. Item was delivered 10 days ago and at first everything seemed to be fine and replacement was supposed to be sent on 21st January (even though replacement would be refurbished version which has a lot smaller value then the new item I bought and wanted to be fixed/replaced). Few days ago the shipment date changed from 21st Jan to 21st February - so it would be sent more than a month after I have sent faulty one and more than two months after I created my support ticket. Honestly I'm very dissapointed with the support - refurbished item when I have bought a new and it should be replaced with new one and more than two months to even do it? This really has to be some kind of joke. Not mentioning that any answer to my support ticket update/question takes few days to get any response. I use a lot of Corsair equipment at my household for years but with that kind of support I'm starting to think it's time to move somewhere where I would be treated seriosuly as a customer.

[Gernstein]

Final update about this case - Corsair sent new headset (not refurbished) which was delivered few days ago. Everything is working fine now as it could be expected. Case took more than two months to resolve with obstacles described above but everything end up well.

Edited February 5, 2023 by Gernstein