Asus Strix GO 2.4 Headphones

[Chrisg333]

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.

[Aureliannn_ROG]

Hi @Chrisg333 ,

based on your issue, may I ask whether the issue is related to the audio not working when using a 2.4GHz wireless connection, but it functions correctly when using a wired connection?

Could you confirm if your firmware is updated to version 3763?

Additionally, could you provide a screenshot of any error messages you encounter?

Please specify when the problem occurs and whether you've made any recent changes to your settings.

To assist you further, we kindly request that you record and provide relevant logs for our investigation. 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.

Thank you for your cooperation.

[Chrisg333]

Hi

Thanks for the reply.

I'll get the info that you have requested but I am curious to know how I would get this info if I was using a Nintendo Switch or a console for example, or do you only support these headphones if they are used on a PC that is running Armoury?

Thanks

Chris

[Aureliannn_ROG]

Hi @Chrisg333 ,

The ROG Strix Go 2.4 is a groundbreaking headset as it marks the world's first USB-C 2.4 GHz headset, offering incredibly stable wireless connectivity for gaming across multiple platforms while on the move. You can seamlessly use it with your PC, PlayStation, Xbox, or smart devices, and even enjoy uninterrupted gaming on the Nintendo Switch in handheld mode. Have you tried using it in handheld mode with the Nintendo Switch? Could you let us know if you have attempted wireless mode connection with a laptop or any other device apart from the Switch? If so, were you able to use it successfully? We recommend trying a cross-test if possible. Thank you.

ROG Strix Go 2.4 | Headsets & Audio | ROG Global (asus.com)

[Chrisg333]

Hi

Yes I have tried the headphones on 4 different laptops, a Switch, an Xbox X, and 2 different mobile phones. They didn't work on any of them by Wireless. The headphones work fine in cable mode. I have tried multiple times on different laptops to update the firmware but it fails with the error "Please replug in the dongle and headphones(cable) and try again)"  it shouldn't be this difficult in this day and age to update firmware, it also shouldn't be this difficult to get a replacent part if needed for an expensive set of headphones, the little wireless dongle is easy to loose and yet Asus in their wisdom don't sell a replacement dongle. Where can I do to get these headphones working in wireless mode?

Thanks

Chris

[Aureliannn_ROG]

Hi @Chrisg333 ,

we're sorry for the inconvenience that may caused.

To assist you further, we kindly request that you record and provide relevant logs for our investigation. 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.

We'll have relevant department to verify the issue.

Also, could you provide the serial number, the log link, and the screenshot showing the error messege via private messege to me as well?

Thank you for your cooperation.

[Chrisg333]

Hi

Thanks for replying.

Ok, I'll get the requested info over the weekend.

Thanks

Chris

[Aureliannn_ROG]

Hi @Chrisg333 

may I ask whether the issue still occur?

Have you record the log successfully?

We have conducted tests, but we haven't encountered the issue you're facing. Therefore, we would kindly request that you provide logs for analysis by our backend team. Thank you.

[Chrisg333]

Hi

Yes the issue is still there, I had to go away so will get the log.

If you search on Google you can see that lots of people are having this issue.

Thanks

Chris

[Aureliannn_ROG]

Hi @Chrisg333 ,

thanks for providing the information.

May I ask if you are currently unable to provide logs? When and how can you provide them? Providing logs will help us accurately diagnose your issue. Thank you.