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Connection problem G300S

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9 comments

  • Official comment
    T Arvind

    Hello Serap, 

    Thank you for reaching out. We kindly request you to try the steps provided below: 

    1. Plug the device into a different USB port on your computer. If possible, don't use a USB hub or other similar device. If using a different USB port works, try updating the motherboard USB chipset driver: https://support.logi.com/hc/articles/360023370233
    2. Windows only — Disable USB Selective Suspend:
    • Click Start > Control Panel > Hardware and Sound > Power Options > Change Plan Settings > Change Advanced Power Settings > USB Settings > USB Selective Suspend Setting.
    • Change both settings to Disabled.
    3. Update the device's firmware:
    • Download and install Logitech G-Hub (Available here: https://www.logitechg.com/innovation/g-hub.html)
    • Launch the software, select the device from the home screen then go to Settings
    • If a firmware update is available, a Blue ""Update"" button would appear under the firmware version on the top right corner of the screen
    4. Try testing the device on a different computer.

     

    Regards, 
    Arvind T M
    Logi G Support

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  • Serap Demirdelen

    Thank you so much for the prompt response, I will check these steps as soon as possible.

    BR,

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  • Daryl Seaman

    Hello Serap,

    Thank you for responding back to us.

    You can also try to reinstall the drivers of the mouse.

    1. Right-click on Windows or Start button and select Device Manager.
    2. Under Human Interface Device, look for Logitech Virtual G-Hub Mouse.
    3. Right-click on it, select Uninstall.
    4. Disconnect the mouse from the computer.
    5. Restart the computer.
    6. Reconnect the device back to the computer and test.

    Regards,
    Daryl Seaman
    Logi G Support

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  • Serap Demirdelen

    Hello Darly,

    Thank you for your additional suggestion.

    Unfortunately, I tested all steps but still, it doesn't work properly. It keeps disconnecting, and also I usually get a notification from windows as "The last USB device you connected to this computer malfunctioned, and Windows does not recognize it."

    BR,

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  • Shreyas

    Hi Serap,

    Thank you for your response.

    We're sorry that the steps did not fix the issue. We'd suggest you reinstall the drivers of your computer's USB port and check if this fixes the issue.

    If the issue persists, please write back to us.

    Regards,
    Shreyas N
    Logi G Support

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  • Serap Demirdelen

    Hi Shreyas,

    Unfortunately, I tried reinstalling the drivers for both computers' USB ports (I tried on 2 different pc for the connectivity issue, but the same problem occurred for both), and this also did not fix the issue.

    I think the problem does not relate to hardware, it looks more like a physical problem with the mouse's cord or usb port. The mouse cannot provide a stable connection, it is still frequently disconnecting and barely working. 

    BR,

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  • Sanjana P

    Hi Serap,

    Thanks for reaching out. We'd love to keep the conversation going directly with the Support Team. So, we will now go ahead and create a ticket for you and our support team will reach out to you 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.

    Regards,

    Sanjana

    Logi G support

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  • Serap Demirdelen

    Hi Sanjana,

    Thanks for your information. I will respond Support Team as soon as I got all the needed information they ask for.

    Thank you for your help & support!

    BR,

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  • Robin C.

    Hey Serap,

    We hope this issue gets resolved at the earliest. The team has reviewed your case and will be in touch via email as soon as possible. 

    In the meantime let us know if you have any questions as the team follows up!

    Regards,

    Robin J.C

    Logi G support

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