Omni receiver error

[Trizordo]

Hello everyone,

I'm currently having a problem with an Omni Receiver. I have the following components:

Azoth Extreme
Harpe Ace Extreme

Both work with the Azoth Omni Receiver. The Harpe Extreme Omni Receiver is displayed to me, but I always get the error message: S-1000.

The dongle is also not recognized with the dedicated Gear app.

I have already removed the devices in the device manager.

The software has already been uninstalled and reinstalled.

Different ports were also used.

The non-functioning receiver doesn't appear under Updates either. I would like to operate both devices with a separate receiver, but the second receiver seems to be defective.

I have already looked at this forum post, which shows exactly the same error, but there was no solution.

https://rog-forum.asus.com/t5/gaming-accessories/hi-have-the-big-problem-with-omni-receiver/td-p/103...

I can provide logs and continue the other thread. Is there a way to get the receiver to work?

Best Regards

Trizordo

[Aureliannn_ROG]

Hi @Trizordo ,

Thank you for contacting us.

To better understand the receiver issue you're experiencing, we would like to ask for some more details:

1. When did the issue start: Approximately when did this issue start occurring? Did the issue begin after a firmware update?
2. Product Compatibility: We want to confirm if both the Azoth Extreme and Harpe Ace Extreme are completely inoperable when using the Harpe Extreme Omni Receiver. Does this mean that neither the keyboard nor the mouse works, and you cannot access the device settings page?
3. Record a Video: If possible, please record a video of the issue occurring. A video can provide a more visual representation of the problem, which will help us in our analysis.
4. Armoury Crate Logs: Please use Armoury Crate to record the system logs during the occurrence of the issue. These logs will be very helpful in identifying the root cause of the problem.

The logs contain detailed information about the software's operation and can help the team identify the problem.
Please ensure that the logs accurately record the occurrence of the issue.
Here are the steps to collect Armoury Crate logs:
Please refer to Q5: What is APP Diagnostics? (New Feature)
https://www.asus.com/support/FAQ/1043747/#a14
Once you have completed the above steps, please upload the collected log files to a cloud storage service and send us the link via private message. 
Also, please provide us with your product serial number.
Thank you for your understanding and cooperation.

[Trizordo]

Hello,

Thank you for your feedback. The logs and the video with explanation have been sent to you.

Many thanks and best regards
Trizordo

[Aureliannn_ROG]

Hi @Trizordo ,

thank you for your message. 
We have received it and are currently verifying the information you provided with the relevant personnel. 
Once we have any further updates, we will notify you immediately. 
Thank you for your patience.

[Aureliannn_ROG]

Hi @Trizordo,

Thank you for providing the detailed information. 

Based on our engineering team's analysis, we would like to confirm the following:

Have you directly paired the Omni Receiver that was originally paired with the ROG Harpe Ace Extreme to the ROG Azoth Extreme without first unpairing the Harpe Ace Extreme from the Omni Receiver?

If this is the case, then the current situation is expected. 

Each Omni Receiver can only be paired with one device, and cannot be paired with two devices at the same time.

You can refer to the following link to learn how to unpair the Omni Receiver from the device:

[ROG Accessory] ROG Omni Receiver FAQ | Official Support | ROG Global (asus.com)
Regarding the S-1000 error you mentioned, our engineering team is actively working on it, and an update is expected in mid-November. 

If you are unable to wait, we recommend that you send your mouse to a nearby ASUS service center for further assistance.

Thank you again for your patience and cooperation.

[Trizordo]

Hi @Aureliannn_ROG,

Thank you for your feedback.

I disconnected the Harpe Extreme from the Omni Receiver (which came with it) and then paired it to the Azoth and the Omni Receiver (which came with the Azoth). The Azoth's receiver works in every way, the Harpe's does not. I cannot configure it, whether via the Crate or Gear app. I was able to access this Omni receiver once at the beginning (after decoupling the Harpe), i.e. this receiver was no longer linked to any devices. Since then, I can no longer manage it and the error message appears.

Just tried again, unfortunately without success

On the left, the working Azoth receiver with both devices at the moment
On the right, the non-functioning Harpe receiver without device (The S-1000 error is displayed in Crate)

--> The ROG OMNI RECEIVER was not recognized. Please make sure that the ROG OMNI RECEIVER is connected to your computer.

What exactly does the firmware update fix? The compatibility and management via Crate or the management of the receiver via Crate? Because both Crate and Gear do not work.

Best Regards

Trizordo

[Aureliannn_ROG]

Hi @Trizordo ,

thank you for the information you've provided. 
We've passed your details on to our relevant backend team for analysis. 
Please be patient and wait for any updates or messages from us. 
Thank you.

[Aureliannn_ROG]

Hi @Trizordo ,

regarding the issue you encountered with the mouse receiver not working, after confirmation, the team is currently working on it.

Please be patient and wait for any updates or messages from us. 

Thank you for your patience.

[Aureliannn_ROG]

Hi @Trizordo ,

To better resolve your issue, please try the following steps:

1. Open Armoury Crate: Please open your Armoury Crate software.
2. Update All: In the Armoury Crate interface, find and click the "Update All" option.
3. Wait for the update to complete: Please wait patiently for all updates to complete.

After the update is complete, please check if the problem has been resolved. 

If the problem persists, please feel free to contact us. Thank you.