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G533 mic disables on it's own after time

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9 comments

  • Official comment
    Shreyas

    Hi there,

    Thank you for reaching out to us!

    Please try the below steps to fix the issue:
    - Launch G HUB, Click your headset.
    - Make sure the box for "Noise Removal" is UNCHECKED
    - Test the mic a few times to verify if the issue has been resolved, including Mute/Un-Mute functions

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

    Regards,
    Shreyas N
    Logi G Support

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  • Quikx

    Hello,

    thank you for your quick response. "Noise Removal" was indeed checked. So I unchecked it and will test in the next days.

    I wonder if this was always an option? Or why would it cause problems now but not the last 1 1/2 years?

    I will give feedback shortly if this fixed the issue.

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  • Thangam S

    Hi there,

    Kindly be informed that Unchecking Noise Removal option should resolve the issue.

    Let us know in case the issue persists, so that we can assist you further.

    Regards,
    Thangam
    Logi G Support

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  • Quikx

    I think this fixed my issues. This afternoon my microphone worked the whole time without any trouble.

    Just for my information, what does the feature "Noise Removal" do that it causes my microphone to deactivate and why did it not cause any trouble the last 1 1/2 years I used this headset? 

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  • Ender

    Having the same issue, I've been getting around it by disabling the recording device and re-enabling it.  Will try unchecking the box, but my issue only occurs once in a while, not easy to replicate.

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  • Shreyas

    Hi Ender,

    Thank you for reaching out to us!

    We'd request you to please let us know if the issue is fixed after unchecking the "Noise Removal" box on G HUB.

    If the issue persists, please write back to us.

    Regards,
    Shreyas N
    Logi G Support

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  • Shreyas

    Hi Quikx,

    Thank you for your response.

    We're glad to hear that the issue is fixed!

    However, we will pass this along to our team. We always want to ensure we are providing our customers with the best products and experience.

    Let us know if there is anything else in the future we can do to assist.

    Regards,
    Shreyas N
    Logi G Support

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  • Troy Salmon

    I am having the exact same issue with my 533.  The problem started immediately after a G Hub update a few weeks ago.  Did this "Noise Removal" option recently default to checked?  If this option causes failures with this model of headset (as evidenced by multiple users in this thread) then why is that option even there for this model?  You update G-Hub constantly, just disable it until it actually works.

    Like the other users, I made no changes to my configuration prior to when the problem started.

    The rest of the support team needs to be aware of this because I have spent nearly 2 hours following online troubleshooting steps, waiting for online chat support and on the phone with support and never was this solution offered nor did we ever arrive at a resolution.  If it is a known issue then the support team should have this information and not waste users' time doing unnecessary troubleshooting steps.  

    My support experience thus far has been very poor.  After a long wait in chat support, I received a message that there was a high volume of support requests and was disconnected and told to send an email.  Instead, I called and the tech I spoke to couldn't even tell me how to properly remove the battery cover when we reached that troubleshooting step; she told me to push in and up on the left ear G symbol.  I couldn't get it to come off and it didn't look like it was designed to come apart so I quickly googled how to remove the battery cover and discovered that the 533's battery is in the right ear and is a twist to unlock then lift off cover. When I told her this, she disagreed and asserted that it was in the left ear and wanted to send me a link to instructions showing this.  Even after I removed the RIGHT side cover to access the battery and S/N, she still didn't believe me that it was on the right side. I don't fault her, I know she deals with users who are not tech savvy and ignorant of some details so she was sticking to what she knew to be true. I fault the support system she is using for giving her incorrect information and potentially confusing the user further and possibly even damaging the unit by attempting to open the wrong side.

    I'll have to use the headset a bit more to be sure this fixed the issue as it is highly intermittent; sometimes going a full day of use with no issue and sometimes only a few seconds between episodes.

    Do better Logitech.

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  • Shreyas

    Hi Troy,

    Thank you for your response!

    We're sorry to hear about your experience. We will surely pass this along to our team.

    We would encourage you to help us with your feedback and inputs by accessing the below link. This way our development team will receive the information directly: https://logitechg.com/ghub_feedback?email=&clientId=&version=2021.4.3830

    Let us know if there is anything else in the future we can do to assist.

    Regards,
    Shreyas N
    Logi G Support

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