Can't update ROG Keris II Ace firmware, can't open omni receiver page, can't pair the mouse

[crossovernr13]

Hi,

I bought my ROG Keris II Ace recently and I am not able to use it wirelessly. My previous mouse was a ROG Keris Wireless, Armory crate was already installed. The Omni receiver didn't show up in AC, I tried to pair the mouse with the dongle by pushing the pair button on the mouse, but it didn't work, it just blinked green. Downloaded the AC uninstaller, uninstalled AC with it, downloaded the AC Full Installation Package 1.3.3.1, it said AC is already installed.... OK, I uninstalled it with Revo uninstaller, then installed the full package, upgraded everything, finally Omni Receiver showed up in AC, but I can not open it, a message pop up: "We are sorry. There is an error with the device page. The application is going to reload the device page now. (S-1003)" There is a firmware update for the mouse, I push the update button, it says "connect your device to the computer with both a usb cable and a 2.4ghz receive (dongle). switch your device to wired /off mode, than proceed with firmware update". I do it, I push ok, and nothing happens..... I downloaded the Gear, if I click on omni receiver, it says no omni receiver detected..... Does anyone faced with the same issue? This is very frustrating, I bought this mouse because I want to use it wirelessly...... 

[Aureliannn_ROG]

Hi @crossovernr13 ,

Thank you for providing detailed information. To better assist you with the wireless mouse issue, we would like to clarify a few points:

1. Receiver pairing and cross-testing: You mentioned that you previously had a ROG Keris Wireless mouse. Before switching to the new mouse, did you unpair the old mouse's receiver from your computer? Also, have you tried swapping the receivers between the new and old mice to see if they work properly?
2. Omni receiver confirmation: You mentioned that the Omni receiver does not appear in AC, but we see the Omni receiver in the device list from the picture you provided. To further confirm, we recommend that you restart your computer and check the USB device list in the Device Manager again.
3. New receiver with old mouse: We would like to know if the new receiver works with your old ROG Keris Wireless mouse.

To help us locate the problem more quickly, please provide the Armoury Crate log file.

The logs contain detailed information about the software's operation and can help the team identify the problem.
Please ensure that the logs accurately record the occurrence of the issue.
Here are the steps to collect Armoury Crate logs:
Please refer to Q5: What is APP Diagnostics? (New Feature)
https://www.asus.com/support/FAQ/1043747/#a14
Once you have completed the above steps, please upload the collected log files to a cloud storage service and send us the link via private message. 
Also, please provide us with your product serial number.
Thank you for your understanding and cooperation.

[crossovernr13]

Hi Aureliannn_ROG,

thank you for your quick reply! 

1. Old ROG Keris Wireless mouse is not compatible with omni receiver, but I tried to pair old USB dongle to old mouse (worked), old USB dongle to new mouse (didn't work), omni receiver to old mouse (didn't work), omni receiver to new mouse (didn't work). I tried these steps with multiple USB port on the PC, same results.

2. This issue appeared at the beggining, after I uninstalled AC with Revo uninstaller and reinstalled the full package, omni receiver showed up in AC, but I can not open the page, because a window pops up with the error message: "We are sorry. There is an error with the device page. The application is going to reload the device page now. (S-1003)" So omni receiver is present under the device list, but I can not open the page.

3. See in first point, it does not work, old ROG Keris Wireless mouse is not compatible with omni receiver.

I'm not sure but I believe the problem is that I can not update the firmware of ROG Keris Wireless II Ace, I follow the steps (connect your device to the computer with both a usb cable and a 2.4ghz receive (dongle). switch your device to wired /off mode, than proceed with firmware update), I press the OK button but nothing happens, AC don't download the update and don't install it, it's just there.

I sent you the link for the AC logs and the serial number of the product via private message, thank you in advance for your help!

Regards,

[Aureliannn_ROG]

Hi @crossovernr13 ,

thank you for the information you've provided. 
We've passed your details on to our relevant backend team for analysis. 
Please be patient and wait for any updates or messages from us. 
Thank you.

[Aureliannn_ROG]

Hi @crossovernr13 ,

To better assist you with your issue, we would like to confirm the following:

1. Re-plugging the Dongle: Does the issue persist even after re-plugging the Dongle multiple times?
2. Turning off Aura Sync: Does the issue improve after turning off the Aura Sync function and trying to use the mouse again?
3. Other Omni Dongles:

• Do you have other Omni Dongles?
• If so, has the mouse been paired with other Omni Dongles? In other words, was the ROG Keris II Ace initially paired with an Omni Dongle from another device?
• If you don't have other Omni Dongles, please let us know.

Please carefully check and provide the above information so that we can better understand the root of the problem.

Thank you.

[crossovernr13]

Hi Aureliannn_ROG

Please see my answers below:

Re-plugging the Dongle: Does the issue persist even after re-plugging the Dongle multiple times?
- of course I tried to reconnect it multiple times to multiple USB ports, even directly to the motherboard as well, same results

Turning off Aura Sync: Does the issue improve after turning off the Aura Sync function and trying to use the mouse again?
- tried it, didn't help

Other Omni Dongles
- I dont have other Omni Dongles, this is my first and only one Omni Dongle

Regards,

[Aureliannn_ROG]

Hi @crossovernr13 ,

Thank you for your cooperation! 

We have received your information and will submit it to our backend team for verification as soon as possible. 

If there is any progress or if we need you to provide more information, we will contact you immediately.

Thank you.

[Aureliannn_ROG]

Hi @crossovernr13 ,

Regarding the connection issue between your Keris II Ace and Omni dongle, we would like to gather more information. Please confirm the following:

1. Mouse connection: After switching the Keris II Ace to RF mode, can it pair normally with the Omni dongle and move the mouse?
2. Device page: After entering the RF device page of Keris II Ace, can you enter the Omni settings page smoothly?
3. When the problem occurred: When did this problem start? Did it just appear recently, or has it existed since the beginning of use? Were there any firmware updates or other operations before it happened?
4. Repair record: Has your keyboard ever been repaired? If so, please provide relevant repair information.

Thank you.

[crossovernr13]

Hi Aureliannn_ROG,

see my answers below:

Mouse connection: After switching the Keris II Ace to RF mode, can it pair normally with the Omni dongle and move the mouse?

As I described at first time, I can not pair the mouse with the Omni dongle. I press and hold the pair button for 3 or more seconds but the mouse just blinking green, and I can not move the mouse.

Device page: After entering the RF device page of Keris II Ace, can you enter the Omni settings page smoothly?

I can enter ROG Keris II Ace device page only in wired mode, I can not open the Omni Receiver page.

When the problem occurred: When did this problem start? Did it just appear recently, or has it existed since the beginning of use? Were there any firmware updates or other operations before it happened?

The problem is present from the beggining. every components are up to date, except the mouse since AC can't download the firmware upgrade. Attached some picture about firmware versions.

Repair record: Has your keyboard ever been repaired? If so, please provide relevant repair information.

My keyboard is a wired ROG Strix Scope Deluxe, I don't know how it comes in play regarding this issue, but no, it was never repaired.

Regards,