ROG Delta S Wireless audio connection issue

[tuchuobrother]

Hello. My Delta S wireless headset are unavailable connect as audio output device. Bluetooth mode can connected with laptop and show at Armoury Crate but cannot pairing as audio device and open interface related. 2.4 mode even cannot show at Armoury Crate.

I've try using ASUS pairng tool but  pairing button always unable, and I've tested the audio connection with handphone are  available. The firmware were updated in newest version attached below.

Hope that I can fid assistance and solution, thank you.

Item Version
---- -------
Armoury Crate UWP App 5.9.4.0
ROG Live Service 2.4.14.0
Aura Service (Lighting Service) 3.07.49
Armoury Crate service 5.9.4
Aura Wallpaper Service 未安装
Aura SDK 3.04.43
ArmouryDevice 4.1.1.5
ASUS Aac_NBDT HAL 2.5.38.0
ASUS Ambient HAL 3.4.0.0
ASUS Mouse HAL 1.2.0.97
AacAudioHal 1.3.70.0
AudioSDK 3.01.26
MainSDK 2.01.22
MouseSDK 3.01.38
Armoury Crate Plugin - Headset 1.2.18
Armoury Crate Plugin - Mouse 2.3.1
AI Noise Cancelation Audio Software 3.2.0
ROG CustomHotkey 1.2.3
ROG DELTA S WIRELESS (2.4GHz) 4.03.06
ROG DELTA S WIRELESS (Bluetooth) 4.03.06
ROG KERIS WIRELESS 4.01.18
ROG KERIS WIRELESS (2.4GHz) 4.01.18

[Aureliannn_ROG]

Hi @tuchuobrother ,

Thank you for contacting us regarding the audio connection issue you are experiencing with your ROG Delta S Wireless headset. 

To better understand the issue, we would like to confirm the following:

1. When did this issue start occurring? Did you recently update any firmware or software that may have caused the problem?
2. Is the issue only with the 2.4GHz connection? Can you confirm that the headset works properly using other connection methods, such as Bluetooth or wired?
3. Have you tried using the official Armoury Crate uninstall tool to uninstall and reinstall the software? You can find the tool at the following link: ROG Delta S Wireless | Gaming headsets｜ROG - Republic of Gamers｜ROG Global (asus.com)

In addition to the above, to help us more accurately analyze the cause of the problem, we would like to request you to provide us with the Armoury Crate log file.

The log file contains detailed information about the software's operation and can help the backend team identify the source of the problem.

Please make sure that the log file contains the exact time when the problem occurred.

Here are the steps on how 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

Once you have completed the above steps, please upload the collected log file to a cloud storage service and send us the link privately. Please also provide us with your product serial number.

Thank you for your understanding and cooperation.

[tuchuobrother]

Hello @Aureliannn_ROG 

Thank you for your mention for my issue. I'll answer the confirmation below.

 1.The issue start about 10 days ago, about 13 July, I don't remember there is an update causing this issue.

2. Both 2.4GHZ and Bluetooth are unavailable to use as audio output. The connection condition has some difference in different mode.

1. Bluetooth: Device can be connected and shown on Bluetooth setting display and Armoury Crate main page, but can't be found in audio output setting display.
2. 2.4 GHZ: The notification sound ring when dongle plug in but  didn't show on setting display and Armoury Crate.

3. I have tried uninstall and reinstall process but the problem not solved.

Here listed the product Serian number and log file related:

Headset: N6YHJY006***

Laptop:R3NRKD003474***

Armoury Crate log file 

Laptop specificaiton 

Thank you for your assistannt.

[Aureliannn_ROG]

Hi @tuchuobrother ,

thank you for providing the information.

To better understand the issue, we would like to confirm the following:

1. Connection Method: Regardless of whether you are using a 2.4G or Bluetooth connection, you are unable to set the headset as the audio output device for your computer, correct? If you use wired connect, whether the issue still occur?
2. Device Recognition: When you use a Bluetooth connection, the headset appears in Armoury Crate, but when using 2.4G, it does not, is that correct?

Since you are unable to set the headset as the output device, we suggest that you try the following steps:

• Update Audio Drivers: Please visit official website to download and install the latest version of the audio driver.
• Reinstall Windows: If updating the driver does not resolve the issue, you may consider reinstalling the Windows operating system.
• Troubleshoot System Issues: You can try other troubleshooting methods, such as scanning your system for viruses or malware.

For your privacy, we have hidden the last three digits of the product serial number you provided.

Please make sure to set the sharing settings of the file you provided to "public" so that we can download and analyze it smoothly.

Thank you.

[tuchuobrother]

Hi @Aureliannn_ROG 

Thank you for your suggestion.Here are the confirmation related.

Connection method: The headset is ROG Delta S Wireless model, I believe there is not wired connect mode in default. I've tried to connect with wire, charging is ok but no audio conncet available. Yes I cannot set as audio output device for computer whether bluetooth or 2.4G.

Device Recognition:Yes and attached the screenshot related

2.4G mode: 

Device are not shown in Armoury Crate

Device didn't shown in Armoury Crate

Bluetooth mode:

Device shown in Armoury CrateDevice shown in Armoury Crate

Page Error noticeUnable to enter device setting page

Translate*: Sorry! Device page error.The application will reload this page immediately。Click "Retry" button to enter device page. If you use USB device, recommend to replug the device. If the issue still occur, please restart system and open device page.     

Button: Retry / Go to login page

Sorry for the file sharing setting, I believe you are able to access the file I provided now.

Windows reinstalling has proceed and the issue still occur. I am curious about the audio driver you mentioned. I didn't found any driver for my headset model. Now I'm using pc default audio output which is Realtek audio speaker, and it is the  newest version.

I will keep trying troubleshooting method and wait for your reply, thank you for your assistant.