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ROG Balteus QI not working in armory crate

joewakim
Level 8

Hello,

Please help, my ROG Balteus QI mousepad is not opening in the Armory Crate Application, when i click on the Balteus Qi under "devices" the application just shows a loading message that keeps running forever then crashes, showing a message that the application will try to reload the device, and then keeps on repeating the same loop. However, I am able to connect the Balteus Qi to aura sync under the aura sync section, but i cannot access the settings under the Devices Section. I tried uninstalling and re-downloading the drivers on PC, I completely Uninstalled Armory Crate and re-downloaded it, updated my windows, and updated everything in the MyAsus application, But the issue is still happening. Any Suggestions?

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1 ACCEPTED SOLUTION

Accepted Solutions

Aureliannn_ROG
Customer Service Agent

Hi all,

based on your query, the issue has been investigated by the relevant department, and a new version has been released.

Please update to the latest version, which is ROG Balteus/ROG Balteus QI HTML v4.01.04 and Framework MSP Plugin v1.2.3, released on 11/6.

Kindly perform the update and check if the problem still persists.

Thank you for your cooperation.

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18 REPLIES 18

Wolfszen
Level 8

Same here, it stuck in the loading circle but never get access to settings of balteus. it looks like the last update responsible for it. It alsa says h-2005 error when trying to load product screen.

Aureliannn_ROG
Customer Service Agent

Hi @joewakim @Wolfszen @nbelancic_ ,

based on your issue, we recommend trying to uninstall Armoury Crate then reinstall and ensuring that all items in the update center are on the latest version. 

If the problem persists, please provide a screenshot of the update center and logs for our reference. 

You can find instructions on how to collect logs in Question 5: "What is App Diagnostics? (New Feature)" in this FAQ link: https://www.asus.com/support/FAQ/1043747/#a14

After recording the log, please upload it to the cloud, grant access, and send me the link. 

Thank you.

I have already tried to re-install everything and update everything again (Armory Crate software, Device Drivers, and device Updates in Armory Crate Menu's Update center. I will be providing screenshots and logs

Aureliannn_ROG
Customer Service Agent

Hi @nbelancic_ ,

sorry for the misunderstanding, I mean to uninstall Armoury Crate.

If the problem still persist, please kindly provide a screenshot of the update center and logs for our reference.

May I ask whether ROG Balteus Qi can be detect under Windows?

Thank you.

Aureliannn_ROG
Customer Service Agent

Hi @joewakim,

thanks for providing the information.

May I ask whether the ROG Balteus Qi can be detect under Windows?

Please help confirm, thank you.

 

Hi @Wolfszen ,

may I ask whether the ROG Balteus Qi can be detect under Windows?

Please help confirm, thank you.

Yes, it can be detected under Windows (Windows recognizes the device)

nbelancic_
Level 9

Same issue here!!!!

nbelancic_
Level 9

reinstall the whole software???