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MX Keys volume keys stick

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64 comments

  • Official comment
    Balaji P

    Hi Dennis, thank for reaching out and sorry to hear about the experience with Logitech product. We apologize for delay in response. Kindly click on the troubleshooting link provided below and try the steps, this below article has helped our customer's to resolve their issue.

    Button troubleshooting: https://support.logi.com/hc/articles/360023371053-Keyboard-Mice-Buttons-or-keys-do-not-work-correctly

    Thank you so much, and looking forward for your response.

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  • Brian Fournier

    I am having the same issue.

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  • Dennis Campillo

    Hi Brian,

    Does your computer have Bluetooth capability? Since I switched the keyboard to Bluetooth instead of the receiver, I haven't had the problem recur at all in over a week (before, it was happening once or twice a day).

    I've experimented to see if I can get the keyboard to work with the receiver correctly by switching from USB 2 to USB 3.1 Gen 1 and Gen 2, but still haven't had any luck. I have the ability to up the voltage slightly on my USB ports, which may help, but I don't want to void my warranty if anything should go wrong.

    Unfortunately, I get the feeling that it's going to require a firmware update to the receivers to fix this issue. But I'm not sure if Logitech even knows this issue exists, since I don't think they check these forums very often.

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  • Brian Fournier

    Yes my computer does have Bluetooth, I will try connecting it that way and see if it improves. It would be nice if they did follow the forums and make improvements based on feedback, we shall see.
    Thanks for the response.

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  • Kevin Van Cott

    Thank goodness I am not the only one. This happens to me too. So far I have noticed it only when using my unifying receiver. What happens is that I'll press the volume up key a few times, and all of a sudden it will go all the way up to 100, and it won't let me go down until I turn the keyboard off and on again. Same things happens if I press the volume down key a couple times. It will go all the way to 0 and then I won't be able to get it back above 0 until I restart the keyboard again. It is acting like someone is holding the keys down. To be clear, this is not a physical problem. It is definitely a software bug. My Logitech options software says everything is up to date.

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  • Dennis Campillo

    I just discovered that there is a way to update firmware for the keyboard that I was previously unaware of (It's not very intuitive). But, I'm currently testing to see if it resolves the issue. Here is how to get to the update if you'd like to try it yourself. 

     

    1. In the Logitech Options software, click "Add Device" in the bottom left corner:

     

    2. Open the "Advanced Unifying App:

     

    3. When the Unifying App opens, click on "Advanced"

     

    4. Click on the device you wish to update on the left, then click "Update Firmware" on the right. Then follow the instructions. It'll have you turn off and on the device, then that should be it.

     

    I've switched my keyboard back to the receiver, and have been pressing my volume up and down keys repeatedly for a few minutes now and haven't had the issue recur yet, but I'll update this post with my results after a day or two.

     

    *******************************************************************************************

    Update: Unfortunately, this did not resolve the problem. It looks like it's back to Bluetooth for me. I'm not sure who to contact to escalate this to their development team since it most definitely seems like a software/firmware issue, but I'm going to try.

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  • Jason Zenowski

    I am having the same issues as stated above. I will also update firmware and monitor results as I do not have Bluetooth and need to rely on the Unifying Receiver.

     

    *edit* Thanks for the suggestions!

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  • Dennis Campillo

    Hi Jason,

     

    Unfortunately, the firmware update did not resolve the issue. The problem has recurred multiple times today. So, I went ahead and opened a ticket with support. I'll continue to update this thread with anything I learn.

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  • Jason Zenowski

    Thanks for your efforts with this Dennis!

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  • Karl2862

    Hi Dennis, I have the same issue. Did you come to any solution with support?

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  • Dennis Campillo

    Hi Karl,

    Sorry I haven't updated this sooner. I ran through the troubleshooting steps with support, but it still did not resolve the problem, so customer support recommended that I RMA the keyboard. I've had the new keyboard for about 2 - 3 weeks now, and haven't had the problem reoccur yet, so I'd considered this resolved on my end. I'd recommend opening a ticket and going through the RMA process as well. Support made it quick and painless.

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  • chaoswing

    나도 아직 없어요.

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  • Karl2862

    Good to hear a new keyboard has resolved your issues Dennis. Unfortunately, Logitech are telling me there is no available stock they can offer me for replacement, and no ETA, so I'm stuck with occasional volume shocks loud enough to wake up the neighbour hood.

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  • Dennis Campillo

    As a workaround, before receiving the replacement keyboard, I found that connecting via Bluetooth resolved the issue. Another trick that worked for me was remapping the volume up/down function to different keys (I used the brightness up/down on F1 and F2)

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  • Tim Neumann

    This seems to be a firmware bug in either the keyboard or the receiver.

    I don't know for sure if this is related, but check this out.. When the keyboards is powered on, it has its factory configuration loaded. You can tell by pressing a with Logitech Options configured key within a second of turning on the keyboard. It will perform the standard command, not the newly assigned one. For example, I configured the lock button in the upper right corner to open the Action Center in Windows. But if I press it within a second of when the keyboard is powered on, the PC will actually lock, the factory assigned command. If you keep either of the volume buttons pressed down during the time the user configuration seems be to getting loaded, it will get stuck until you power off the keyboard. This is almost 100% reproducible. Turn keyboard off, turn on, immediately keep either volume up or down pressed for 1 or 2 seconds, the key will get "stuck" in almost all cases. Only the configurable keys seem to be affected.

    The keyboard could be waking up from some kind of deep sleep mode, maybe the processor was switched off completely, and thereby trigger this bug if the user presses one of the volume buttons (or other configurable ones) during this time. This would also explain why rebinding the volume buttons seems to help, since the functionality only is available after the user configuration has already been loaded. I've noticed that the volume keys sometimes didn't respond right away when the bug appeared, which fits the theory nicely that the device was rebooting or waking up during that moment. Changing to Bluetooth might avoid the bug due to a different way of loading the user config.

    This, however, makes me wonder why RMAing fixed the problem for the OP. Maybe the affected keyboards have a defect that causes them to sometimes reboot/reload config when waking up.

    Dennis, what's the firmware version of your new keyboard and receiver? Is it the same?

    Did you change anything else? Like e.g. did you bind keys differently, use a different USB port, or remove another Logitech receiver, etc.?

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  • Karl2862

    Hi Tim, I can confirm what you are describing is true for my keyboard also.

    The bug typically occurs when I haven't typed anything in a minute or so, then go to change the volume. I usually notice a delay before the command is processed then the 100% vol loop begins.

    I tried switching the vol up & down keys so that at least if it looped it would decrease the vol to 0% rather than 100%, but as you say, the keyboard reverts to its default hardware setting for a short period while it comes out of its sleep state. For a keyboard this expensive, its a joke that custom key commands are not stored in onboard memory on the keyboard.

    The lag when it comes out of the sleep state is also unacceptable. I've been using a Dell wireless keyboard at work for the last 2 years and it does not experience any of these issues.

    I raised this bug with support, would encourage you to do the same.

    MX Keys firmware ver: 012.000.00011
    Unifying Receiver firmware ver: 012.011.00032

    I have also updated firmware using this tool https://support.logi.com/hc/en-au/articles/360035037273 and the bug still occurs.

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  • Tim Neumann

    Karl,

    thank you for replying.

    The firmware on my keyboard is the same, my Unifying Receiver is on version 024.011.00036. Both are up-to-date according to the updater you mentioned, and also according to the Logitech Unifying Software (you can download it from the Logitech website or use the one built into Logitech Options, as Dennis described earlier).

    I can also confirm that the configuration most likely isn't stored on the keyboard itself. I had suspected it, and further testing with my laptop produced predictable results. This perfectly explains why the issue worsened while the receiver was plugged into the back of my PC - not more than an arm length away from the keyboard, I have to add.

    I've already contacted customer support. However, since the whole issue seems to boil down to more than just a bug, I'm likely going to refund my MX Keys entirely. I would be willing to try a replacement though, since it's possible that our units have some sort of underlying issue, which e.g. might cause it to lose connection and thereby redownload the config when it normally wouldn't do that. That would also explain the lag you are talking about.

    I've just noticed, while typing this, that the Logitech Unifying Software logo (the orange star thing that is printed on the receiver) just popped up for 2 seconds. I think it has done that before. I wasn't sure though, since it was gone so quickly. Maybe there really is an issue with our specific units that causes reconnects.

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  • Kyle VanWagner

    I'm also having this issue on two separate MX Keys keyboards, one at home and one at work. Can confirm it's likely that this happens after hitting the volume key having not typed anything else in a while.

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  • Tim Neumann

    I had a look at the Logitech Options software and noticed that my keyboard frequently loses connection while not in use for a while (a few minutes sometimes), even though I'm very close to the receiver. This frequent reconnecting on wake-up is what causes the bug. The battery indicator LED and the LED in the key will light up if the keyboard is reconnecting when the proximity sensor fires. If the connection is already established, these LEDs will stay off.

    From our observations I conclude that the bug is being triggered if the following conditions are simultaneously met:

    1. A 'Unified Receiver' is being used.

    2. The keyboard is reconnecting (waking up).

    3. One of the media volume buttons is being pressed down.

    What remains to be determined is whether this frequent disconnecting, after being idle for as little as a few minutes, is intended behavior or the result of a hardware defect and/or faulty software.

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  • Daniel5767

    Same issue here with the most current software and firmware. Definitely an annoying problem to have on what is supposed to be a premium product. 

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  • Mario

    Tim Neumann, i have the same issue and tried a few things to get rid of the problem. What i found is, that the problem does not occur if the "Options Software" is not installed. Had it uninstalled for 2-3 weeks and it doesn´t happen in this time. Now with your finding it makes perfect sense, so i want to add one more condition to trigger the bug:

    - A 'Unified Receiver' is being used

    - The keyboard is reconnecting (waking up)

    - One of the media volume buttons is being pressed down

    - Logitech Options installed

     

    This gives me hope that it can be solved via software.

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  • Mario

    The disconnection after ~5 minutes is normal. I tried my old K800 keyboard and it does the same, but without any problems. The K800 is controlled by Setpoint, so i think the problem is caused by Logitech Options.

    I also did a small test with my MX Master mouse, which is also controlled by "Options" and it does the same as the keyboard. For 1 second or so, after deep sleep or turning on, it performs the standard command instead of the assigned command.

    Looks like it takes a second for Options to take control over the devices.

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  • James Cole

    I wanted to report I am having the same exact issue. I purchased a replacement and returned my other one and it does the same exact thing. Either volume sticks up or sticks down and have to turn the keyboard off and back on. Super annoying. I have all the latest software/firmware. Has anyone contacted and been provided any feedback directly from Logitech?

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  • Mario

    James, i´ve created a ticket last tuesday but got no response till now.

    But anyway i have some news. I´ve started Win10 in Safe Mode, reassigned a key in Logitech Options and it works perfectly and the volume buttons aswell. So i guess there musst be something conflicting in my/our Systems.

     

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  • Massimo

    Hi,

    I have the same issue. But I want to add a detail that go against the assumption I read before: the issue appear not only after a "sleep", sometimes after few consecutive tap on volume keys.

    M

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  • Tim Neumann

    Massimo,

    Keep in mind that it takes a second or two until the configuration is applied after waking up. So the key wouldn't hang right away - usually only after a few taps.

     

    James,

    I hadn't heard back from Logitech support after 2 full weeks, so I chose to return my keyboard, since the cancellation period (return policy) was about to end.

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  • Karl2862

    I'd recommend everyone submit a support ticket describing the problem and a link to this thread. There's enough information here for engineering to reproduce the issue.

    I noticed there was a recent update for Logitech Options 8.10.84. Will start using my volume keys again to see if the issue is still happening.

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  • Sphinx

    I have the same issue and it was driving me nuts.  Glad when I found this forum.  I was connected via a unifying receiver so connected with bluetooth instead which actually I was planning on doing anyway.  Not sure why I used the unifying receiver in the first place.  I will see if that resolves the issue.

    Like others I am shocked that the keyboard configuration is loaded in every time the keyboard wakes from 'sleep'.  Crazy.  And it is no surprise that Logitech support have been unresponsive on the issue.  I have had to use Logitech support a few times in the last year and each time have found them to be slow and useless.  They were no help in any of the issues I wanted their support for and I had to find workarounds myself.

     

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  • Tim Neumann

    Yup, that sums it up pretty well. Plus the Logitech online store provider in the EU (Digital River Inc.) is currently violating EU regulations by providing false information in their cancellation policy and ignoring/refusing any refund requests via the address provided, which is mind-boggling.

    For everyone who doesn't want to read trough all these posts - you currently have 2 options to get around the issue:

    A) Uninstall Logitech Options or

    B) Use Bluetooth.

     

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  • Sphinx

    Hate to be the bearer of bad news but the volume keys stuck today and I am connected via bluetooth.

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