M75 Update Failed

[ermwhat]

Hi all!

I've recently puchased an M75 (wired) mouse and I'm having an issue whereby I'm unable to update the firmware for some bizzare reason.
Everytime I try to update the firmware it immediately goes to "Update Failed" - has anyone experienced this or am I just unlucky and have received a broken mouse?

Out of the box my M75 is running version "v1.1.19". iCUE hasn't prompted me for a firmware update, but at the same time when trying to update it's not saying it's running the latest firmware, like my K70 TKL is for example.

The reason I'm checking for firmware updates without being prompted by iCUE is that I don't know how old this mouse has been sitting around for in stock, so I want to make sure it's running the latest firmware and I can't check the latest firmware version as this isn't provided/documented anyware by Corsair as far as I know.

I've tried the following:
- Restarting my PC
- Unplugging and re-plugging the mouse
- Plugged mouse into both front and back USB ports, also tried USB 2.0 port
- Re-installing iCUE
- Restarting the iCUE service
- Attempted to update firmware from a different computer on a different chipset e.g Intel
- Checked Event Viewer for any error events created by iCUE (found nothing other than "CorsairCpuIdService.exe" crashing but the time of occurance doesn't quite match up)

Never experienced this before with a Corsair product, so I'm abit confused.

[ermwhat]

Update: Corsair support has advised this is a hardware issue and that a replacement is required.

[ermwhat]

On 8/21/2024 at 9:26 AM, ermwhat said:

Hi all!

I've recently puchased an M75 (wired) mouse and I'm having an issue whereby I'm unable to update the firmware for some bizzare reason.
Everytime I try to update the firmware it immediately goes to "Update Failed" - has anyone experienced this or am I just unlucky and have received a broken mouse?

Out of the box my M75 is running version "v1.1.19". iCUE hasn't prompted me for a firmware update, but at the same time when trying to update it's not saying it's running the latest firmware, like my K70 TKL is for example.

The reason I'm checking for firmware updates without being prompted by iCUE is that I don't know how old this mouse has been sitting around for in stock, so I want to make sure it's running the latest firmware and I can't check the latest firmware version as this isn't provided/documented anyware by Corsair as far as I know.

I've tried the following:
- Restarting my PC
- Unplugging and re-plugging the mouse
- Plugged mouse into both front and back USB ports, also tried USB 2.0 port
- Re-installing iCUE
- Restarting the iCUE service
- Attempted to update firmware from a different computer on a different chipset e.g Intel
- Checked Event Viewer for any error events created by iCUE (found nothing other than "CorsairCpuIdService.exe" crashing but the time of occurance doesn't quite match up)

Never experienced this before with a Corsair product, so I'm abit confused.

Got a replacement yesterday and still experiencing the same issue. I've dug further into this by exporting and reviewing the iCUE logs and the issue looks to be with iCUE / the update servers.

Whenever I attempt to perform a firmware update, iCUE attempts to download a file named "M75_v1b1c-1bf0.json" from the following URL "https://www3.corsair.com/software/CUE_V5/public//fw/", however this fails as the .json file doesn't exist:
2024-08-25 14:13:11.167 W cue.network_utils.download: Network reply error: "Error transferring https://www3.corsair.com/software/CUE_V5/public//fw/M75_v1b1c-1bf0.json - server replied: Not Found"
2024-08-25 14:13:11.167 W cue.network_utils.download: The download process is not running
2024-08-25 14:13:11.231 W cue.firmware.package_source: Failed to download file:  "Error transferring https://www3.corsair.com/software/CUE_V5/public//fw/M75_v1b1c-1bf0.json - server replied: Not Found"
2024-08-25 14:13:11.232 W cue.firmware.package_source: Failed to download package index "M75_v1b1c-1bf0.json" error: "UnavailableSource"
2024-08-25 14:13:11.232 C cue.firmware.package_manager_impl: Checking of fw update for "(vid=1b1c, pid=1bf0) M75_v1b1c-1bf0" finished with error "UnavailableSource"

I've let Corsair support know about this and hope they can direct the ticket to the relevant team to remediate this issue.
According to Corsair support, the latest firmware for the M75 is v5.6.20 so I've very much behind on firmware updates (currently v1.1.19 still on the replacement).

[ermwhat]

On 8/26/2024 at 7:52 AM, ermwhat said:

Got a replacement yesterday and still experiencing the same issue. I've dug further into this by exporting and reviewing the iCUE logs and the issue looks to be with iCUE / the update servers.

Whenever I attempt to perform a firmware update, iCUE attempts to download a file named "M75_v1b1c-1bf0.json" from the following URL "https://www3.corsair.com/software/CUE_V5/public//fw/", however this fails as the .json file doesn't exist:
2024-08-25 14:13:11.167 W cue.network_utils.download: Network reply error: "Error transferring https://www3.corsair.com/software/CUE_V5/public//fw/M75_v1b1c-1bf0.json - server replied: Not Found"
2024-08-25 14:13:11.167 W cue.network_utils.download: The download process is not running
2024-08-25 14:13:11.231 W cue.firmware.package_source: Failed to download file:  "Error transferring https://www3.corsair.com/software/CUE_V5/public//fw/M75_v1b1c-1bf0.json - server replied: Not Found"
2024-08-25 14:13:11.232 W cue.firmware.package_source: Failed to download package index "M75_v1b1c-1bf0.json" error: "UnavailableSource"
2024-08-25 14:13:11.232 C cue.firmware.package_manager_impl: Checking of fw update for "(vid=1b1c, pid=1bf0) M75_v1b1c-1bf0" finished with error "UnavailableSource"

I've let Corsair support know about this and hope they can direct the ticket to the relevant team to remediate this issue.
According to Corsair support, the latest firmware for the M75 is v5.6.20 so I've very much behind on firmware updates (currently v1.1.19 still on the replacement).

Got confirmation from Corsair support that this is the issue and that they've informed their dev team to remediate. v1.1.19 is currently (at the time of writing) the latest firmware version for the wired varient of the M75.

Edited August 29 by ermwhat

[Clouded]

Thank you for posting this! I've had the exact same issue since I bought my M75 earlier this year! Imagine having such a major bug for an entire product line for almost a year or longer because you can't get your server files in order. Looks like the issue has not been resolved yet, did they give you an alternative method to manually push an update with a downloadable file or anything? 

[Clouded]

As described by another poster about a month ago, I've also experienced an issue where I cannot update the firmware of my M75 Air with the error "Update Failed" showing up after every attempt. All basic troubleshooting steps previously mentioned by others experiencing this issue had no results.

The other owner I mentioned updated a week after their initial posting that Corsair found an issue with ICue update server and it will need to be patched. That was a month ago with no updates yet, can we expect to see any support for this product so we can actually update our devices (I've been having the issue since I bought it back in April)

[Technobeard]

@CloudedThe files ermwhat linked to look like they're working (for me at least). You may want to contact the support team: https://help.corsair.com .

[ermwhat]

On 9/27/2024 at 5:36 AM, Clouded said:

Thank you for posting this! I've had the exact same issue since I bought my M75 earlier this year! Imagine having such a major bug for an entire product line for almost a year or longer because you can't get your server files in order. Looks like the issue has not been resolved yet, did they give you an alternative method to manually push an update with a downloadable file or anything? 

Hiya, sorry for the late reply! I was meant to follow up on my post but I forgot 😅

I did ask corsair support about manually updating via an update file - they advised:

Quote

"unfortunately, we are unable to provide the latest firmware file as it has a chance of rendering the product unusable voiding the warranty so a replacement would be necessary in this case"

Corsair Support eventually responded with the following and then closed my support ticket:

Quote

"Thanks for your patience, sorry for the extensive ticket, the issue is a simple one, you are on the latest firmware but the issue is that the cloud server is not pulling the FW to download hence the "update failed" notification. I've informed dev team on this to fix."

Not long after Corsair Support admitted the fault was their end on their update servers the issue was resolved - if I check for firmware updates now instead of "Update Failed" it says "Latest Version" (see attached screenshot).