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Asus Strix GO 2.4 Headphones

Chrisg333
Level 8

Hi All

I've just bought a pair of the Strix GO 2.4 headphones (second hand). It seems that my set is suffering from the common issue of no wireless connection, I have tried to update the firmware by connecting both the wireless dongle and the usb cable to the headphones but it constantly errors asking for the dongle and cable to be replugged in and try again, I've tried this on 4 different laptop and it's the same outcome every time, has anyone got any idea what I can try next or is it a lost cause, the headphones work fine using the 3.5mm audio lead.

 

Thanks for any help.

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21 REPLIES 21

Hi

Can you explain how to record a log, do you want me to start recording, then plug in the wireless dongle and headphones, then try and update the firmware then stop the recording and send you the log?

Thanks

Chris

Aureliannn_ROG
Customer Service Agent

Hi @Chrisg333 ,

to record the log, you can find instructions for log operations in Q5: "What is App Diagnostics?" on our FAQ page here: 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.

Could you please record another video that shows where the error message appears when using the 2.4GHz connection mode? Thank you.

Chrisg333
Level 8

HI

I have recorded a Log and placed it into this shared DropBox folder https://www.dropbox.com/scl/fo/h6uj2cqjuojlolfcw9bn5/h?rlkey=mvh8jy3d4s7ict4336k8u24qs&dl=0

I have also taken a screen shot of the error message and placed it into the folder.

Just so you know I started the Log recording and then I plugged in the wireless Dongle, then I plugged in the Headphones via the supplied USB cable, Armoury does not sense that anything has been plugged in, while log recording I also tried to update the firmware manually using the update tool from your website but this fails with the error message that I have taken a screen shot of. Please be aware that this is not an isolated issue, there are lots of posts on various forums with people experiencing this issue, which is unacceptable especially bearing in mind the cost of these headphones.

Please let me know what you want to do next.

Thanks

Chris

Aureliannn_ROG
Customer Service Agent

Hi @Chrisg333 ,

thank you for providing detailed information about your usage scenario. We have relayed the information you provided to our backend team. If there are any updates, we will get in touch with you. Thank you.

I encountered exactly the same problem, what should I do to make the headphones work in 2.4Ghz mode?

Hi

Is there any news on this is Aurel?

I spoke to you yesterday on the Asus support chat as I am having to send in my Asus ROG Ally to repair the SD card issue, I begining to suspect that Asus's product testing is not good enough. Can you chase what ever team is looking into the Headphone issue and get an update please.

Thanks

Chris

Aureliannn_ROG
Customer Service Agent

Hi @Chrisg333 ,

regarding your issue, our backend team is currently analyzing the logs you provided. If there are any updates or findings, we will promptly get in touch with you. We apologize for any inconvenience this may have caused and appreciate your patience. Thank you.

Aureliannn_ROG
Customer Service Agent

Hi @Chrisg333 ,

we have sent you private messege via PM box, please kindly check the messege and provide the information.

Thank you.

Hi

Is there a status update to this issue?

Thanks

Chris

As I explained in a previous post I have tried these headphones on multiple devices, including an Asus mobile phone and a switch, they do not work. I have also tried to update the firmware using other devices, it does not work. I've waited a month for you to tell me what I already knew.