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MX Master 3 and Photoshop

Answered

Comments

46 comments

  • Official comment
    Balaji P

    Hi Ron, thanks for reaching out and sorry to hear about your experience with the MX Mouse. We apologize for delay in response. We'd love to keep the conversation going directly with the Support Team. So, I will now go ahead and create a new ticket for you.The team will review your case and will be in touch via email as soon as possible. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues there.

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  • Eric Jondreville

    Hello,

    same here !

    the second wheel work in photoshop 2019 for the brush size, but not in photoshop 2020

    Thanks

     

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  • Jay Gelsinger

    Hi there, 

    I'm having the same issue in Photoshop 2021.  All other keys are working as described and I can assign Photoshop Zoom to the thumb wheel and it works.  But Brush (size, opacity, hardness) is not responding to the thumb wheel.

    Thank you 

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  • Charles Rogers

    I have this issue error every time I open Photoshop LogiOptions extension installed is not signed, its not for the current version, so no wonder it don't work... is there any support on this to get it fixed.

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  • Eric D'Amours

    I was hopeful that this issue was to be fixed with the update yesterday but it wasn't. The brush size control is an amazing feature of this mouse and was working fine with Photoshop 2019 but hasn't since then. ADMIN, if you need more feedback from Photoshop users, please follow this link. Thanks for considering this issue in your next update.

    https://community.adobe.com/t5/photoshop/lost-mouse-brush-size-control-after-update/m-p/11567724

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  • Robyn Smith

    Same here with the above comment. Well put mate. Logitech, I don’t think you’ve “answered” this issue. You simply threw up a boiler plate response that didn’t address the question and took the conversation offline to your support team. Admin please keep up updated with any progress here. I second the link above because that’s where I came here from, thinking it was an Adobe issue, but as I understand it now, this is a Logitech issue. Thanks for looking into it.

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  • Didier De Nadai

    Hi!

    I've been facing the same issue for several months now, it's really a pain... Photoshop 2021 seems not to be able to load the Logitech extension.

    To be honest, I'm really fed up with the various SW glitches I face with this mouse. It should just work, it's no rocket science, it's just a wheel on a mouse...

    Thanks for your support,

    Didier

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  • audimackid

    Same here. Today I updated to the latest version of the Logi Options app (8.50.210) and I receive the same error message as shown in the message from Didier above when I launch Photoshop 2021. This has been going on for some time.

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  • Markus Aalto

    Same here, frustrating. You think you've bought a mouse that should bring the options they promise and you need. But it doesn't. Seems I have payed for something I didn't get. 

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  • Robyn Smith

    Would like to have @Balaji P review this discussion as I believe his "official answer" was unsatisfactory to anyone dealing with this issue. 

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  • Robyn Smith

    My friends, another suggestion which I have just completed myself, is to open the support bot tab at the lower right of this window and file a support ticket. It only took me a few minutes to input "scroll wheel for increasing or decreasing the brush size in photoshop is not working" and get a support ticket. As they say, "The squeaky wheel gets the grease". 

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  • Charles Rogers

    I have taken the advice of Robyn and also filed a support ticket, let's see if Logitech can provide a fix. I was one of the people who was persuaded to buy the expensive MX 3 by the sales information which claims this feature is significant for Photoshop users.  It only ever functioned for about a week, a software update stopped it working, I doubt Logitech can resolve and after 3-4 months of investigating I consider this a lost cause, shame on Logitech for such poor standards.

    It would be interesting to know if Ron the person who started this thread had any luck with support 5 months ago?

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  • Robyn Smith

    Charles Rogers Thank you for adding to the conversation. 

    ron quinn Can we ask how things went behind the veil with Support? Were they able to resolve the issue? Thank you to everyone who is helping out with this. I think we can get it solved it we all work together. 

    Balaji P

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  • ron quinn

    Hello folks, sorry for the late reply. Despite going back anf forward with Logitech support who quite honestly made me do everything except change my PC they refunded me in full, see below! So I am left with the MX mouse that still does not work with Photoshop. They obviously do not know how do fix it. Luckily Photoshop is not part of my daily work routine. I have also attached the copy of one of my communications, I guess you can sense the frustration.

     

    Best regards

    Ron

     

     

    To Logitech senior management

     

    This is what I have been asked to do so far and what has been done, as you can see it goes on and on and on, it is quite ridiculous.

    This “troubleshooting has gone on for over a month, I have went to extraordinary steps, i.e. Creating a new user account, uninstalling reinstalling,  amending the computers registry!! It is unbelievable.

     

    I am officially asking that this case is escalated to a senior member of the support team or above as this cannot go on any longer.

     

    Thank you

     

    Ron Quinn

     

    1. 1. kindly to assign difff function to scroll wheel and check if that is working fine
      2. Try to connect the device with Unifying and BT and check if that works with any of the mode
      3. What is the version of OS?
      4. Version of Options installed
    2. Kindly uninstall the Logitech options and install again the and try. I appreciate you on understanding the same. 

     

    1. Please try the additional troubleshooting steps below in order to isolate the issue.

      1. Update the OS
      2. Removing temporary files
      - Open the Run window (Windows + R)
      - Type %appdata% and click OK
      - This should open File Explorer
      - Navigate to folder Logishrd
      - Delete the folder LogiOptions
      - Close the File Explorer

      - Open the Run window (Windows + R)
      - Type %programdata% and click OK
      - This should open File Explorer
      - Navigate to folder Logishrd
      - Delete the folder LogiOptions
      - Close the File Explorer

      • Removing remnant Windows Registry entries
      - Open the Run window (Windows + R)
      - Type regedit.exe and click OK
      - This should open Registry Explorer
      - Navigate to folder Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\
      - Delete the folder LogiOptions
      - Close the Registry Explorer

      • Restart your computer

      Press Windows key+R > Type %temp% > Folder opens > Select all > now hit Shift+delete > If any pop up appears, press Continue or Skip

      Press Windows key+R > Type temp > Folder opens > Select all > now hit Shift+delete > If any pop up appears, press Continue or Skip

      Press Windows key+R > Type prefetch > Folder opens > Select all > now hit Shift+delete > If any pop up appears, press Continue or Skip

      Press Windows key+R > Type Cleanmgr> select Clean up system files> pop appears - select 'yes' > Wait to complete the calculation > Select all check boxes > Click on Ok.

      • Download and install the latest version of Logitech Options from https://support.logi.com/hc/articles/360025297893

      If issue persists, Create new user account.

     

    1. I understand your situation, it could be inconvenient for you. I would feel the same if I were you. Please try the additional troubleshooting steps below.

      1. Create a new user account on your computer.
      2. Install Logitech Options:
      https://support.logi.com/hc/articles/360025297893
      3. If issue persists, try on a different computer

     

    1. 1. Uninstall Adobe Photoshop 2020 (V21.0)
      2. Install an older version of Adobe Photoshop
      3. Check if issue persists on the older version.

      If issue persists after completing the above troubleshooting steps, please provide the required details below.

      1. OS and build version: 
      2. Desktop/Laptop: 
      3. Logitech Options version installed: 
      4. Short video or screenshot of the issue / error: 
      5. Are you using a guest, admin or using a company group policy Windows account?
      6. Is the product working otherwise?

     

     

    Regards,

     

    Ron Quinn

     

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  • audimackid

    Ron Quinn,

    Thanks for updating us on your communications with Logitech. As you mention, this is frustrating especially since one of the reasons I purchased the MX mouse is to use it with Photoshop.

     

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  • Didier De Nadai

    Hi!

    Thanks for the update. To be honest I'm pretty sure that will never work again... let me tell you my story.

    I'm not a professional user, I'm an amateur photographer and I use Lightroom and Photoshop at home, not for a living. And until now, my fellow Apple mouse (I'm using a Mac) was doing the job perfectly. Unfortunately, I now have way more time to work on my pictures (what's cool), and I started developing some awful pain in my wrist (what's not cool) because let's face it, the Apple mouse shape is weird at best. Thus, my mate proposed to offer me a new mouse so I don't ruin my arm.

    I started reading reviews and watching videos and Logitech mice were always praised. If you trust the reviews, it's a no-brainer and if you're not a gamer, then Logitech is the way to go. I considered the Vertical model, but thought I could use a bit more options and discovered the MX lineup (I'm truly new to this world, I've been using Apple mice for years). 

    But, I was still pretty reluctant to buy, because I know that Logitech software is always crappy. It's been for years, it's written all over the internet and I've been experiencing it for a long time when I was using a PC (2000-2005... yes, young people reading this, dinosaurs were dead already), but that was a long time ago and I thought that in 2020, building a mouse with 2 wheels and 5 buttons is no rocket science.

    Was I wrong... I bet the hardware is a true piece of engineering and the free spin wheel must have required years of R&D. But that's not so much of a useful feature after all, and above all it's a waste of time if the software is not able to assign an advertised function to a button. Really, I'm beyond disappointed by the product. By this expensive product: let's don't forget we're talking about a 100€/$ mouse that is not doing what's advertised.

    Let's face it, I think we can all forget about this Photoshop brush control, that will never work again. And to be fair, I can live without it because I'm not a pro user. Dear people at Logitech, I'm just asking for two things:

    - Please release a software update that just removes this Photoshop compatibility so I don't get that error message every morning;

    - Please stop advertising a feature that doesn't work.

    Cheers,

    Didier

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  • Didier De Nadai

    Hello there Logitech guys? Is there anybody there? Anyone concerned about angry customers?

    Yesterday I had to work on a Numbers spreadsheet - guess what, the horizontal scrolling wasn't working again. I have no specific settings for this app, but for no reason horizontal scrolling wasn't working. Try to work on a large sheet without horizontal scrolling... The only workaround I found to finish my work was to manually activate the scroll bars in MacOS settings and scroll using them.

    I think I reached a point of no return, this afternoon I'll use my Apple mice again. This MX device is slowing me down on a daily basis whereas it was supposed to help me. I'm fed up.

    Cheers,

    Didier

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  • huw parry

    Just to add that 20 emails and one month later and no solution also. Bought this mouse specifically for the Adobe functionality. Extremely poor support, doesn't seem they know what they are doing.....

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  • Charles Rogers

    I am in the process of a support ticket started earlier in this thread, to date no luck in fixing. One point through is I have deleted the extension folder referred to in the error message about extension not loading. This has stopped the error message when launching Photoshop and strangely the latest install does not even create or load any support files to this location, but the MX-3 still works as expected with Adobe products albeit without the brush options in Photoshop

    I also found how to alter brush size and hardness with a default keyboard shortcut in Photoshop which is pretty good. Google 'Photoshop brush size keyboard shortcut' and pick any site or YouTube link to see how.

    I have now assigned the thumbwheel with keyboard commands which is helpful. I don't consider the brush option as something that will ever work.

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  • Piotr Grzesczyk

    Hi,

    I have the same problem.

    I downgraded from Big Sur to Catalina and from PS 2021 to PS 2020 , newest Logi Options 8.50.210.

    There is still a problem

    This is the response from Logitech Support.

    -----------

    Dear Piotr​,

    Thank you for getting back and my apology for the delay of our response. We will ask assistance with our next level of support about this concern and for us to properly isolate this, we will be needing the following information below, 

    Mac OS Console Log Files: https://support.apple.com/en-ph/guide/console/cnsl664be99a/mac

    Mac System Report:

    1. Confirm that the OS X Finder is the currently active application.
    2. In the OS X Menu bar, navigate to Go > Go to Folder (or use the key combination Command+Shift+G on your keyboard).
    3. Paste the following folder path into the text field of the pop-up that appears:
    /Applications/Utilities/
    4. Press Return or click Go.
    5. Double-click System Information.
    6. In the Menu bar, navigate to: File > Save...
    7. When the Save As window appears, choose the desktop as the location.
    8. Enter the filename as Mac System Report.
    9. Click Save.
    10. Attach this file in your reply to Logitech Support.

    system.log file:

    Hardware Information:

    • OS Version (Windows/Mac/Linux/iOS and build version):
    •  iPad/Android Model:
    •  Desktop/Laptop and its Model : 
    • (if applicable) Software being used and version (i.e. Setpoint, G Hub):
    • Links to any relevant attachments (logs, screenshots, videos, etc):



    Mac OS Console Log Files: https://support.apple.com/en-ph/guide/console/cnsl664be99a/mac

    Mac System Report:

    1. Confirm that the OS X Finder is the currently active application.
    2. In the OS X Menu bar, navigate to Go > Go to Folder (or use the key combination Command+Shift+G on your keyboard).
    3. Paste the following folder path into the text field of the pop-up that appears:
    /Applications/Utilities/
    4. Press Return or click Go.
    5. Double-click System Information.
    6. In the Menu bar, navigate to: File > Save...
    7. When the Save As window appears, choose the desktop as the location.
    8. Enter the filename as Mac System Report.
    9. Click Save.
    10. Attach this file in your reply to Logitech Support.

    system.log file:

    1. Confirm that the OS X Finder is the currently active application.
    2. In the Menu bar, navigate to: Go > Go to Folder (or use the key combination Command+Shift+G on your keyboard).
    3. Paste the following folder path into the text field of the pop-up that appears:
    /private/var/log/system.log
    4. Press Return or click Go.
    5. Right-click the system.log file and select Copy.
    6. Navigate to the desktop.
    7. Right-click over an empty space on the desktop and paste the system.log file to this location

    Thank you, 

     

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  • Piotr Grzesczyk

    This mouse is advertised as a device for photographers, graphic designers etc. So on what programs does Logitech check if this mouse is working properly?

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  • Didier De Nadai

    None I guess?

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  • Ashleigh Swayn

    Have same issue. Lodged a ticket on 15th April. Still not resolved. Hopeless.

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  • Charles Rogers

    I am a month into the support ticket system, most replies contain no useful information, only re-install, which does not work. I was sent yesterday an extensive list of all the locations in OS X where files are located, all these now have to be removed manually, then re-boot device, update to latest OS X and then re-install, will report back when I find time to do the R&D Logitech clearly should do themselves. I am first waiting to find out if 'update to latest OS X' means it only works on Big Sur before proceeding. I can confirm support is truly hopeless on this.

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  • ron quinn

    Unfortunately if you read my post and subsequent details they will have you jumping through hoops but ultimately the fact is it just does not work with photoshop. It is why they refunded me.

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  • Charles Rogers

    Hi Ron, I referred to this site and asked for a refund when I contacted support, they ignored that and want to see lots a 'hoop jumping' before getting to that stage, I think it's inevitable. Basically Logitech taking us for mugs that they think they can get away with this approach.

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  • huw parry

    I returned my mouse to Amazon for a full refund 28 days into the 30 day returns window as I was getting nowhere with the Logitech hoop jumping and wrong advice.........

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  • Didier De Nadai

    Wise move - I’ll sell mine 🤷‍♂️

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  • Didier De Nadai

    New version, same problem...

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  • Piotr Grzesczyk

    LogiOptions 8.54.8.0, Photoshop 22.4, Mac OS Big Sur.
    Still the same problem.

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