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ROG Gladius HAL update freezes mouse

KITT_2013
Level 10

Hello all,

I have the ROG Gladius 1 mouse and have noticed that the cursor and mouse light started to act up after the update of ROG Gladius HAL service to v1.2.0.81. Before the update the mouse was working normally. Now, after the laptop boots up, the mouse cursor freezes intermittently for 10 sec then it starts working as normal. This also happens when waking up the laptop from sleep. The issue must be because of the update, since before it everything was working flawless. I hope this issue comes into attention and is fixed.

Thanks!

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22 REPLIES 22

Aureliannn_ROG
Customer Service Agent

Hi @KITT_2013 ,

based on your issue, may I ask whether you can provide the product serial number to me via private messege?

Could you please provide a video demonstrating the issue of the mouse freezing while in use? 

Additionally, could you assist us by providing the current version of Armoury Crate and a screenshot of the Armoury Crate Update Center?

And help record and provide the relevant logs for us to investigate further?
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.

This information will help us investigate the problem more effectively.

Thank you.

I have the mouse for many years now and the serial number on the back is wiped out from friction. The issue goes like this: when laptop boots up, the mouse works fine until armoury crate displays the profile the laptop uses. After the profile is displayed (default), the mouse starts freezing intermittently for 10 sec max. Then its working normally. It used to freeze before the update too, when I was accessing setttings like DPI or mouse buttons mapping in armoury crate (while the settings loaded, the mouse was freezing like that). But now its freezing like that everytime armoury crate starts at boot, like it access those settings everytime at boot or awakening from sleep. Although, now when I access the mouse settings it doesnt freeze anymore, probably because it loads/access them at boot everytime.?.Captură de ecran 2023-10-27 093736.pngCaptură de ecran 2023-10-27 093659.png

Aureliannn_ROG
Customer Service Agent

Hi @KITT_2013 ,

based on your question, are you currently still experiencing issues? If so, could you please provide a video showing when the mouse freezes during operation for our reference? Thank you.

Yes, still having the issue, will send video soon

Hi @Aureliannn_ROG , I have send you the video via PM

Aureliannn_ROG
Customer Service Agent

Hi @KITT_2013 ,

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
Customer Service Agent

Hi @KITT_2013 ,

the relevant team have conducted tests with the ROG Gladius using HAL version 1.2.0.81, and everything appears to be functioning normally.

To further diagnose the issue:

1.Please check if you encounters the problem in different environments or setups. This will help us determine if the issue is specific to your configuration.

2.Please try use the official uninstall tool available on our website to remove the AC software.

After doing this, you can then test to see if the problem still persists.

Thank you for your cooperation.

Hi @Aureliannn_ROG ,

I have reinstalled all software and the issue seems to persist. I have also tried the mouse in a laptop without armoury crate and its working normally. Also when armoury crate was uninstalled the mouse was working normally. My setup is G732LW ROG Strix Gaming Laptop. I have noticed that also when unplugging and plugging the mouse back, with armoury crate installed, it does the same, straight after plugging back in it freezes intermitently for 10 sec (initializing like behaviour).

ALSO, when plugging the mouse, I have noticed the following error in event viewer: "Check the remaining resource budget. Module exceeds resource budget, failed to AllocateFwCps, STATUS = Insufficient system resources exist to complete the API.." I think its related to the mouse freezes.

One thing I noticed is that Armoury Crate, after reboot, doesn't retain the settings of the mouse (DPI, pooling rate etc) visually. The mouse works as its set but just visually in Armoury crate, the performance tab of the Gladius section gets reset. Also could you enable again the small light to work when enabling dpi mode (the light bar exactly adjacent to the dpi button) ? I remember it got disabled years ago with an update.

Thanks!

KITT_2013
Level 10

@Aureliannn_ROG Issue still present, now discovered also at plugging and unplugging the mouse. Read previous answer.