cancel
Showing results for 
Search instead for 
Did you mean: 

ROG Harpe Ace Aimlab editio

Barrick
Level 7

My mouse cannot be charge.  I have been plugged in for few hours and the battery percentage at 14%. Anyone having this issues recently?

 

148 Views
7 REPLIES 7

Aureliannn_ROG
Customer Service Agent

Hi @Barrick ,

may I ask when did this issue start occurring? Have you recently updated anything? Have you tried connecting the mouse to different devices for cross-testing? Could you provide a screenshot of the battery level in Armoury Crate and a screenshot of the Update Center page? 

Additionally, to accurately analyze the cause of the problem, we recommend that you provide the Armoury Crate log file. 

The log file contains detailed information about the software during runtime, which can help us quickly identify the problem. 

Please make sure that the logs accurately record the occurrence of the issue. 

The following are the steps to collect the Armoury Crate log file:

Please refer to Q5: What is APP Diagnosis? (New Feature)

https://www.asus.com/support/FAQ/1043747/#a14

After completing the above steps, please upload the collected log files to a cloud storage space and private message us the link. 

Also, please provide us with your product serial number.

We will analyze the log files as soon as possible and provide you with further solutions. 

Thank you for your understanding and cooperation.

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.

I not sure when is this started. But I notice this issues on last Saturday

You may refer to below image for the battery percentage, it shown as 13% until now even I plugged in the cable.ace.png

Aureliannn_ROG
Customer Service Agent

Hi @Barrick ,

Thank you for providing the inforamtion. 

We would like to assist you in verifying if the mouse firmware has been updated. Additionally, we suggest trying to uninstall the software and then reinstalling it to see if the issue still persists. 

If it does, please follow the aforementioned steps to provide the logs. 

Thank you.

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.

Dear Aureliannn_ROG,

I managed to solve the charging issues after re-install armoury crate.

Now I have another issues which is my headset ROG Fusion II 500 cannot be detected in Armoury crate now, is that common for now? I saw quite alot people facing the issues now.

Appreciate if you can assist to solve this issues also.

Thank you.

Aureliannn_ROG
Customer Service Agent

Hi @Barrick ,

We are glad that reinstalling resolved the charging issue.

Regarding the problem with the headphones not being recognized, in order to avoid mixing up discussions in the current thread with issues related to the title, could you please create a new post specifically addressing the problem of the headphones not being recognized? 

Please include screenshots of the Armoury Crate Update Center, Device page, and private message me the serial number of the headphones.

Thank you for your understanding. 

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.

Dear Aureliannn_ROG,

I have already created a new post regarding to my ROG Fusion II 500 issues, meanwhile I also private messaged you the s/n number.

Aureliannn_ROG
Customer Service Agent

Hi @Barrick ,

Thank you very much for your response. 

We have received your new post and have provided a reply. Please review our response and confirm. 

Thank you.

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.