Hi @vianoir ,
according to your issue, may I ask when did this problem start occurring?
Does it happen right after purchase, or did it occur after you updated something?
Have you tried using the official uninstall tool to uninstall and reinstall the software?
Have you tried connecting the dongle to other devices for cross-testing?
Does the problem also occur there?
Please ensure that both your mouse and dongle firmware are up to date.
Please note that it may take some time for the backend team to confirm the issue.
If you need to use the mouse immediately, you can request a refund from the retailer.
If you are willing to wait for the backend analysis to confirm your issue, please provide a screenshot of the Armoury Crate update center and logs for our reference.
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.
Providing detailed device specifications (MB/CPU/GPU/PSU, etc.) and the respective driver versions, OS version, and BIOS version will help us analyze the issue more effectively.
