ROG azoth's problems with Aura Creator and Aura Sync according to its connection tpye

[1Leviathan1]

I got Asus Rog Strix G16 (G614JZ) Gaming Laptop with ROG Gladius III Wireless mouse and i have just purchased Asus Rog Azoth NX Red Switch RGB OLED. I got no problems on Armoury Crate application until I got this new keyboard. Rog Azoth keyboard has 3 switchable connection types just like ROG Gladius III Wireless mouse, which are:

1. Default (at middle) cable mode
2. 2.4 GHz dongle mode
3. Bluetooth mode

However I figured it out it has already some connection problems with Asus's Aura Creator and Aura Sync applications, which the only apps the users can use to custom their rgb and other settings according to its connection type.  And this is not reasonable if there is a badge that says "I am supporting Aura Sync" on its own product case.

Since this is already mentioned in different conversations, I think I have to submit and mention about other two related conversations initially. Chronologically:

The first conversation about this topic is in, here, @Beloko stated that after he switched the keyboard into Bluetooth mode, the profile he loaded in the Azoth keyboard rollback to its default rainbow backlite state and the Aura Creator software doesn't detect the keyboard as an available device. As an answer, @Jiaszzz_ROG replied that

"Asus ROG Azoth does not support Aura Creator or Aura Sync when connected via Bluetooth. However, wired and 2.4 GHz connections are supported. Therefore, the issue you described is considered a normal phenomenon."

which I cannot accept this as a solution due to the fact that i have already told this there is a badge that says "I am supporting Aura Sync" on the case of the device. There must be some valid solution that can work.

The second latest conversation about this topic is in, here,  @Shadowk88 stated that after the update he couldn't get Rog Azoth on his Amoury Crate's Device section and he was unable to select the keyboard as an available device on Asus Creator to be able to sync for Aura. In that link, he posted his Aura Sync devices screenshot that shows the device cannot be selected. After @Aureliannn_ROG 's reply which says "Armoury Crate 5.8.6 will be fully released on 2/22 and will fix this issue", @Shadowk88 states the problem is solved!

Up to now, the reason of this problem can be due to outdated versions of Armoury Crate or there can be a solution with the 5.8.6.0 version of Armoury Crate as @Shadowk88  stated.  But I got version 5.8.9.0 now, and i have the same problem.

When i connect Azoth keyboard with default cable, i got no problem with the devices but I lose every log details in update center of Armoury Crate. Additionally, I can customize any device settings and all devices can be detected by Aura Sync. However, since I lose all the device data connected to the PC i cannot see anything on Aura Creator. Here is the screenshots that shows what i mean:

Here I can see the ROG Azoth and other devices and sync them together.

However, I cannot update or reach any log information for any devices in update center in Armoury Crate.

Additionally, when i enter Aura Creator from Aura Effects, I see that there is no available device and an error says that

"Check task manager to make sure essential services included Armoury Crate Service, Lighting Service and ROG Live Service are running properly. If you need to install additional services, go to AURA Creator web site to download the downloader and run a complete installation. "

Besides, I tried 2.4 GHz USB dongle and bluetooh connections, then Armoury Crate and Aura applications turns out working normal without showing ROG AZOTH as an device and this causes that i cannot control RGB and ROG Azoth in those connection types. I hope there will be a valid reasonable solution for this keyboard because it's much much expensive compared to its rival brands  in the market and there must be a logical solution to be able to solve this silly problem.

[1Leviathan1]

Test results for the other connection types than the default USB cable:

• For 2.4 GHz USB dongle connection, I have exactly the same outputs for the screenshots and the problem.
• For Bluetooth connection, I have losing ROG AZOTH device in the device list and i get my logs from the devices in the update center as shown below

And of course, now i can see that Aura Creator is working as shown below

Please help me with this issue.

Thanks in advance,

[Aureliannn_ROG]

Hi @1Leviathan1 ,

based on your issue, let's confirm: When the keyboard is connected via wired connection, Armoury Crate can display the device and perform Aura Sync, but the Update Center shows no information. 

When using 2.4G or Bluetooth connection, the device is not recognized, but the Update Center information is displayed correctly. 

Is this understanding correct? 

Have you tried uninstalling the software using the official uninstall tool and then reinstalling it? 

To further investigate your issue, please provide screenshots of the Armoury Crate Update Center page and logs.

Please confirm that the logs have accurately recorded the issue at the time it occurred.
For log operation steps, please refer to Q5: What is App Diagnostics? (New Feature)
https://www.asus.com/support/FAQ/1043747/#a14
After recording the log, please upload it to the cloud, approve access, and PM me the link.
Additionally, kindly provide the product serial number too, thank you.

[1Leviathan1]

Hi  @Aureliannn_ROG ,

Confirmation is correct. When the keyboard is connected via wired connection(default mid position on switch), Armoury Crate shows all the devices including ROG AZOTH keyboard + also 2.4 GHz dongle connection can do it as well. However, both connections suspends all the devices on the update center. I cannot see anything there, when i connect the keyboard to the PC via wired or dongle. That can cause problems if i got new versions to update for any of the devices i got. Also i did not install any drivers externally since i got the keyboard. I did thought that armoury crate would handle that. But there is a driver on the rog site, which its name is rog omni receiver. I did installed that now. But that solved nothing.

When i connect via Bluetooth, the device is never recognized, but i can still use the keyboard like it is a different bluetooth keybard from another brand. So it does not effect Armoury Crate at all that's why i can see every details on update center or all the devices on device list of Armoury Crate. 

I think, there is no misunderstanding so far so good.

Your first suggestions is uninstall-reinstall path (you said software i guess you mean Armoury Crate and Aura Sync + Aura Creator), which i have done for all of them for several times. But I cannot reinstall Windows, that has been tested by some people that has the similar problem to this with the same keyboard, because i got so many things to save and i got no time to do that for now. 

I have already provided in this conversations many screenshots related to the problem on the Armoury Crate Update Center, devcie list and also Aura Sync.

I will send you the logs file and product serial number via dm.

Thanks,

[Aureliannn_ROG]

Hi @1Leviathan1 ,

thank you for providing the information, and we've received your private message as well. 

Just a reminder that backend team verifications take time, and we can't guarantee a specific timeline. 

Considering you've recently purchased the keyboard, you may want to contact the retailer and inform them of the issue to see if they can provide further assistance. 

If you're willing to wait for backend verification, we'll submit the issue to the backend for you. 

Thank you.

[1Leviathan1]

Hi @Aureliannn_ROG ,

I hope that can be solved by a new update or something as soon as possible. It's just pity such a good keyboard having such an issue, but it's okay to wait for it patiently.

I have just bad experiences with local Asus Customer Service and i don't think the retailer can be interested with this issue other than they would suggest me to return the product.

That's why I hope the backend verification can handle this issue. Thanks for the submission.

Thanks.

[Aureliannn_ROG]

Hi @1Leviathan1 ,

thank you for letting us know. 

We will submit your issue to the backend team for analysis. 

If there are any updates, we will inform you. Thank you.

[1Leviathan1]

I just wanted to share latest tests that i have done while waiting for a solution.

1. I uninstalled everything related Armoury Crate. I have also uninstalled all documents, folders and registry files by using Revo Uninstaller.
2. I installed Armoury Crate Gear - ROG Azoth from its official driver link here 
3. I installed ROG AZOTH FW update "Version 1.0.0.12" from the sam link in step 2.
4. Before I reinstall Armoury Crate, I open ROG OMNI RECIEVER by both connection 2.4 GHz with dongle and cable connections. I get ROG AZOTH keyboard updated from here! Because I just thought since i cannot update anything from Armoury Crate, I have to do it before that application is installed.
5. I reinstall Armoury Crate & Aura Creator.
6. I can now see all devices including ROG AZOTH keyboard inside device list and Aura Creator. However I don't have Aura Wallpapers and I cannot see anything on update center in Armoury Crate.

This test shows that there is something wrong in

• communication between Armoury Crate Gear and Armoury Crate for ROG AZOTH.
• Aura Wallpaper can be the problem. Because I installed it by unpluging ROG AZOTH completely from the update center in Armoury Crate, and then i plugged ROG AZOTH and now all devices in Aura Creator are gone. I just see the same error screen that takes me to the update center back. Of course, there is nothing in update center that can be loaded.

Maybe this test can help to the backend team, i don't know if you can forward it.

Thanks.

[eraybozkurt]

I have been having problems with the knob, too. ASUS needs to address these bugs already. We paid for a high-end keyboard but are riddled with constant bugs and problems.

[1Leviathan1]

Hi @eraybozkurt ,

sorry about the same issue you got. I don't think there will be a solution for this issue before an update for armoury crate and rog azoth both.

After the latest test, that I already shared on this page before, I most likely figured out the eye of the problem. Rog azoth has completely different control center, which is named by armoury crate gear, that is not compatible with Aura Sync internally. But externally, i mean from Armoury crate gear, you can control all azoth keyboard's settings. What do i mean with not compatible with Aura Sync? Because we all know it must support Aura Sync. But i think the designer team who made Armoury Crate Gear did not design the app with Aura Sync compatible at all. And this sounds weird a lot.

Here this is the screenshot of Armoury Crate Gear. I connected it via USB cable, not the one 2.4 GHz.

At the RGB tab, we don't see "Aura" sync or creator. However, if we look at the same page on the Armoury Crate app:

We have Aura Sync and Creator at the options and it's synced via Aura Sync. This makes me think it is completely Aura Sync problem not only because of this outcome but also i got some experiences with the laptop's, mice's and rog azoth's rgbs. That's after some time i don't touch the Azoth keyboard or i force the laptop in RAM, which means pushing the CPU and then Aura Sync performance can get down, then some flashing happens at all rgb devices which are laptop's keyboard and its case, mouse, and azoth. And then Aura Sync tries to sync them all in a couple of secs which all the rgbs on and off consistently. Sometimes it does sync, but mostly it cannot. But then also Armoury Crate disconnects Rog Azoth and connects it its own system as an keyboard device like from other brands. Because Azoth's OLED and the RGB cannot be matched and synchronized. I don't know which application is that takes the main responsibility of connecting a new device function but even if it is the Armoury Crate, Aura Sync can block it somehow, because it has another mission to sync the RGB's.

I don't think this can be solved without an overall update for Armoury Crate and firmware of Rog Azoth and maybe also for Aura Sync as well. But let's allow the back end team solve this as soon as possible.

Thanks.