MX Master 3 problems on Win 11

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Rastko Sknepnek

• 02 December 2021 09:25

Hello,

Several days ago, I bought an MX Keys wireless keyboard and an MX Master 3 mouse.

While playing videos in the browser (both Chrome and MS Edge) the mouse becomes very slow and jumpy, to the point that it is not usable. There are no such issues when playing videos with the Media Player.

The issue is there regardless of whether devices are connected via Bluetooth or the USB dongle

I tried connecting a different Logitech wireless mouse (M185) and two mice made by different companies and none of them has the same problem, so it seems this is an MX Master 3 problem.

Otherwise, both the keyboard and the mouse work great.

I am running MS Windows Pro 10.0.22000 (with all latest updates installed) on an AMD Ryzen 9 5950X CPU, ASUS ROG STRIX B550-E motherboard with 64GB RAM, and NVIDIA RTX 3080 GPU (driver 497.07). 

Logitech software version 9.40.86

MX Keys firmware version: 012.001.00012

MX Master 3 firmware: 019.001.00015

Many thanks for your help.

 

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• Official comment

  

  Saurav T

  • 02 December 2021 10:12

  Hi Rastko,

  Thanks for reaching out. 

  We would recommend you to install the officially released version of Windows 11 or try using a USB receiver.

  If the issue persists then try the below steps and check:

  Connection issue: https://support.logi.com/hc/articles/360023179954

  Cursor issue: https://support.logi.com/hc/articles/360023371213

  Firmware: https://support.logi.com/hc/articles/360035037273

  Note: Please remove options software then check whether you are facing the same issue again.

  In case if you need any additional support, please write back to us.

  Regards,
  Saurav T
  Logi Support

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• 

  Rastko Sknepnek

  • 02 December 2021 11:03

  Hi Saurav,

  Thank you for the prompt reply.

  I am running the latest version of Windows 11 Pro (build 2021.12.01.25973220). This was a fresh install on a brand new computer (not an upgrade from Windows 10).

  I removed the Options software and things are even worse. Neither the keyboard nor the mouse can connect to the USB receiver. I tried several USB ports and both receivers (one that arrived with the keyboard and one with the mouse). I am only able to connect via Bluetooth. 

  I tried to reboot the computer several times which did not help. And turning devices on and off and plugging the USB receiver in various orders. None helped.

  The lens on the mouse is clean (a brand new mouse). There are no cell phones nearby. The keyboard is on a wooden desk. The mouse is on a mouse pad made of thick synthetic fabric. Both batteries are fully charged. 

  Firmware on both devices is at the latest version. 

  Many thanks,

  Rastko 

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  Rastko Sknepnek

  • 02 December 2021 11:18

  Update: I managed to connect to the unified USB receiver after reinstalling the Options software. There is still some lagging but it is less severe.

  Many thanks,

  Rastko 

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• 

  Prem L

  • 02 December 2021 19:10

  Hey Rastko,

  Thanks for following up on the case.

  Please find the clean reinstallation steps below to resolve the issue:

  Uninstall Options software: https://support.logi.com/hc/articles/360023360553-Uninstall-Logitech-Options-software.
  Clean boot: https://support.logi.com/hc/articles/360023183914?

  
  Please re-download and install Options: https://support.logi.com/hc/articles/360025297893

  
  Let us know if you have any questions or concerns at any time in the future.

  Regards,
  Prem L
  Logi Support

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