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ROG Harpe Ace Aimlab edition, wired not working

123asdasd3
Level 7

‎08-23-2024 09:03 AM

My harpe ace that I've had for just barely over a year has stopped charging or receiving any connection via wire. Wireless receiver still works and I'm on my last bit of charge left before it goes. If anyone knows anything about this issue please help, I don't bang or damage it at all it just stopped charging and working wired.

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Aureliannn_ROG
Customer Service Agent

‎08-25-2024 10:40 PM

Hi @123asdasd3 ,

Thank you for providing detailed information. To more accurately pinpoint the problem, we would like to ask a few more questions:

  • Hardware Connection Checks:
  1. USB Port: We recommend trying to connect the keyboard to a different USB port on your computer, especially a USB 3.0 or USB 3.1 port on the motherboard, to see if the wired connection can be restored.
  2. USB Cable: Please try replacing the USB Type-C cable with a new one to rule out the possibility of a cable malfunction.
  3. Keyboard Connector: Carefully inspect the USB Type-C connector on the keyboard for any foreign objects or signs of damage.
  • Software Updates and Checks:
  1. Armoury Crate Update: Please go to the ASUS website and download and install the latest version of Armoury Crate software to ensure that the drivers are up-to-date.
  2. Armoury Crate Uninstall Tool: If updating the drivers doesn't resolve the issue, we recommend using the official Armoury Crate uninstall tool to completely uninstall the software before reinstalling it.
  • When did the issue start: We would like to know if this issue started after you updated the keyboard firmware or other software, or if it occurred suddenly during use.
  • Armoury Crate Logs: To analyze the issue more thoroughly, we would like you to provide the Armoury Crate log files. These logs will help us understand the software's operation and identify the problem.

How to collect Armoury Crate logs:
Please refer to Q5: What is APP Diagnostics? (New Feature) for detailed instructions on collecting logs: https://www.asus.com/support/FAQ/1043747/#a1

Once you have collected the logs, please upload them to a cloud storage service (such as Google Drive, Dropbox) and send us the sharing link via private message. 

Also, please provide your product serial number so we can assist you more quickly.

Thank you for your patience and cooperation.

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