Rog Azoth Multiple Input Issues

[ybaronp]

Hi,

I had the Rog Azoth few months ago, then the issue started. when pressing the keys e, d and a number, duplicated keys showed up. This happened when I updated the firmware. I uninstalled Armoury Crate and reinstalled, the issue was fixed for 2.4GHz connection only. Then, I accidentally updated the software about 2 or 3 weeks ago and the issue happened again. I cannot use the keyboard. I reseted the keyboard several times, reinstalled the Armoury Crate several times without results.

I am using Asus TUF F15 with Windows 11. If you need more information, I am glad to help. Below is a text example by typing with the keyboard (pressing keys keys e and d, and no matter if you type slowly or fast):

eeeeeweeeeeeweeeeeeee

dddsdddddddddddddddddddd

[Aureliannn_ROG]

Hi @ybaronp ,

Thank you for contacting us. To better understand the keyboard input issue you're experiencing, we would like to ask you to provide the following information:

• Software Updates: What software or drivers have you recently updated? Especially the keyboard firmware and Armoury Crate.
  Please provide screenshots of your current keyboard firmware version and Armoury Crate version for our reference.
• Issue Occurrence: Besides the E and D keys, do other keyboard keys experience similar problems?
  Does the problem occur regardless of whether it is a wireless or wired connection?
  Try operating in different applications or games to see if the problem changes.
• Other Device Testing: Please connect the keyboard to other devices (such as another computer or tablet) to see if the problem persists.
  If the problem disappears, it may be caused by your computer or other software settings.
• Video Recording: Please record a video clearly showing the screen and operation when the keyboard has a problem.
  The video should include:

1. The keyboard's response when typing
2. The settings screen of the relevant software
3. Relevant information from Armoury Crate

• Armoury Crate Logs: Please provide the system logs of Armoury Crate, which will help the team analyze the 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.

[ybaronp]

Hi,

Below is the information ( I did another software update without any luck):

Wetransfer link to the video and the log file, if you cannot access, let me know how to upload files directly:

- https://we.tl/t-fj96SgIC67

• Software Updates: What software or drivers have you recently updated? Especially the keyboard firmware and Armoury Crate.
  Please provide screenshots of your current keyboard firmware version and Armoury Crate version for our reference. I hope these screenshots help as reference.

  Armoury Crate Version

  • Issue Occurrence: Besides the E and D keys, do other keyboard keys experience similar problems? Sometimes, the issue happens with some numbers, but in the last test I could not replicate. I think between 2 and 4.
    Does the problem occur regardless of whether it is a wireless or wired connection? Yes, I tried in 3 different devices: My Asus TUF F15 in wireless, wired and Bluetooth; a HP laptop without any software installed and a Samsung Galaxy S23 Ultra using Bluetooth. This happens on eeevery application or game.
    Try operating in different applications or games to see if the problem changes.
  • Other Device Testing: Please connect the keyboard to other devices (such as another computer or tablet) to see if the problem persists. Yes, the problem persists.
    If the problem disappears, it may be caused by your computer or other software settings.
  • Video Recording: Please record a video clearly showing the screen and operation when the keyboard has a problem.
    The video should include:
    1. The keyboard's response when typing
    2. The settings screen of the relevant software
    3. Relevant information from Armoury Crate
       • Armoury Crate Logs: Please provide the system logs of Armoury Crate, which will help the team analyze the 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 ...
         
         

         Providing detailed device specifications (MB/CPU/GPU/PSU, etc.) and the respective driver versions, OS version, and BIOS version will help us analyze the issue more effectively.

         

  

  

[Aureliannn_ROG]

Hi @ybaronp ,

Thank you for providing us with the detailed information. We have received your inquiry and will arrange for our engineers to conduct a backend check as soon as possible.

Given that your issue seems to be related to the harfware issue, we suggest that you bring your product to the nearest authorized service center for assistance. Our professional technicians can provide you with more immediate support.

If you are willing to wait for our backend team's confirmation, please let us know. We will submit your information to the relevant department and get back to you as soon as possible.

Thank you again for your patience.

[ybaronp]

Hi @Aureliannn_ROG ,

Thanks! I suspect there is no issue with the hardware as this issue happened to me twice after updating the keyboard software using Armoury Crate. I wanted to ask if I can install the first version of the firmware so I can test. I will be more than happy if I can have and work with a previous version and not to update the firmware. 

I can wait for your investigation results.

Thanks!

[Aureliannn_ROG]

Hi @ybaronp ,

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.

[wieRunjAA]

Is the problem fixed? I have the same problem.

[Aureliannn_ROG]

Hi @wieRunjAA ,

To better understand the issue with your keyboard, we would like to clarify a few points:

• Key conflict issue: Whether you also encounter when press the E and D keys, the S and W keys are also inputted? Is this issue persistent or does it occur occasionally?
• Video recording: To better visualize the issue, we would appreciate if you could provide a video recording of the situation where pressing E and D keys results in S and W inputs.
• Connection mode: Does this issue occur in all connection modes, such as wired, wireless, or Bluetooth?
• When did the issue start: When did this issue start to occur? Is it related to recent software updates or hardware changes?
• Firmware update: Have you updated the keyboard's firmware? If so, could you please describe the situation after the update?
• Armoury Crate logs: Logs record the software's operation and can help us analyze the issue more in-depth. 

Please follow these steps to collect Armoury Crate logs:
Reference steps: Please refer to the ASUS official website: https://www.asus.com/support/FAQ/1043747/#a14
Collect logs: Please follow the instructions to collect the logs and upload them to a cloud storage service (such as Google Drive, Dropbox) and send us the sharing link.
Product serial number: Please provide your keyboard's product serial number so we can more accurately query related information.
Providing this information will help the team identify the root cause of the problem more quickly.

Thank you.

[ybaronp]

@wieRunjAA  No yet, I am waiting and cooperating with @Aureliannn_ROG so this is definitely solved for me and all the users who have this bug since we updated the software. You can also provide all the information that support asked me in the replies above so they can investigate deeper. Meanwhile, I use my keyboard for everything, but not for typing, unfortunately 😞

[Aureliannn_ROG]

Hi @ybaronp @wieRunjAA ,

Based on the issue you're experiencing, we recommend trying the following steps:

1. Update the ROG Azoth manual update firmware: Please visit the ROG website and download the latest ROG Azoth firmware update tool.
   ROG Azoth product page: ROG Azoth | Gaming keyboards｜ROG - Republic of Gamers｜ROG Global (asus.com)
2. Update the OMNI Receiver: Follow the tool's instructions to connect your ROG Azoth to your computer and perform the firmware update. This update will enable your OMNI Receiver to support 1-to-2 pairing.

After the update, reconnect your devices and observe if the issue persists. Thank you.