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MX Master 3 Scrolling delay

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  • Bình luận chính thức
    LogiLaurie

    Dear Customers,

    Thank you for your feedback and patience on this topic.

    We have good news for you:  There is a way to do a firmware update of MX Master 3 to remove this 0.5s freeze of the wheel after the mouse is lifted.

    You will need to install a small piece of software in order to do the firmware upgrade. (Note that the upgrade takes up to 5min, so you will need to be patient while the mouse blinks red/green. In the case that the firmware update fails, just try it again.)

    Here are different links for the MX Master 3 firmware update tool, depending on your computer:

    Windows
    64bit: https://download01.logi.com/web/ftp/pub/techsupport/keyboards/FirmwareUpdateTool_2.0.47973_x64.exe
    32bit: https://download01.logi.com/web/ftp/pub/techsupport/keyboards/FirmwareUpdateTool_2.0.47973_x86.exe

    Mac
    https://download01.logi.com/web/ftp/pub/techsupport/keyboards/FirmwareUpdateToolInstaller_2.0.47973.zip

    We hope this will solve the issue you are currently seeing.

    If the issue persists or you need additional help, please let us know.

    Best,
    Logitech Customer Care

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  • Tim Moerkerken

    I also have a scrolling issue with this mouse. After further investigation I think it sometimes does not register the scroll ticks (try it in the browser for instance). This is obviously unacceptable for a mouse of this (and any) price.

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  • 재락 정

    i have same problem. did you solve the problem?

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  • Timothy Yong

    I am having this same issue. I just took the mouse out of the box and I already noticed that it skips ticks (alot) on the scroll wheel, especially on Microsoft VSCode, making it extremely hard to code. I have another cheap $10 mouse which doesn't have any of these scroll issues - I only got the MX Master 3 because I trusted the reliability of Logitech products (and because of horizontal scroll), but this one has definitely disappointed so far.

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  • EAH

    Hi All, I am having the exact same issues as  described above (sometimes the scrolling does not register).

    Just to be clear we are NOT talking about a scrolling delay; but actual scrolls not being registered at all.

    I have returned two MX Master 3s already (just to confirm that it was not a defective unit. The 3rd one exhibits the exact same issue. 

    Just to make sure that you know that these are not isolated incidents:

    https://www.reddit.com/r/MouseReview/comments/d6yo5j/anyone_else_having_mx_master_3_scroll_issues/

    https://www.reddit.com/r/MouseReview/comments/diji33/mx_master_3_scrolling_inconsistency/

    https://old.reddit.com/r/techsupport/comments/di4xyb/mouse_wheel_ignores_scrolls/

    https://www.reddit.com/r/PixelBook/comments/dgqtbm/mx_master_3_scrolling_skipping_intermittently/

     

    It would be nice to have some actual confirmation that you (Logitech) are working on resolving this issue. Also specifically letting us know whether or not you think this can be fixed with a firmware update. If I do not have this information by the time the shop allows me return it, I will have no other choice as to choosing a different mouse (and/or brand, even though I have been a loyal logitech customer for lots of years).

    Kind regards,

     

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  • Sphinx

    Thanks B.Smith for all the time and effort you put into this.  You at least got further than I did.  I too opened a ticket and just got a few responses asking me to update the Options firmware and similar.  All generic responses and never once anything that actually related to the issue.  Then all responses stopped.  Much the same as happened with you but sooner.

    I have lost faith in Logitech too.  I have always liked their products and gave them my business.  Not any more.

    There is more than one thread relating to the scroll issue in this forum and as far as I can see Logitech have never admitted a fault even exists.

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  • Ryan Tran

    Hi 재락 정,

    Support had contacted me and gave me a list of steps to attempt to fix the issue, but none of them had worked. They just sent a replacement, so I'll give an update as soon as I get it to see if the issue was actually a defect.

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  • B Smith

    As most of you know, I had been updating this thread regularly with my dealings with Support and the ticket I had created since I was receiving regular updates. Per my last update, over a month ago Logitech closed my ticket and reopened a new ticket (# 2239736) with an escalated team. 

    As of 4/23/20, I have received NO update from Logitech. It seemed as if they opened the new ticket in order to mark my old ticket resolved and, it would appear, they have no intention of responding to this new ticket. I provided them with a plethora of information regarding this issue, including the video that the other user had provided. They were regularly responding but after I provided all the information that they requested, I have not heard back from them. 

    At this point, I'm not sure what more I can do. I've had multiple tickets opened and acknowledged by their team. I've typed up a large amount of information regarding community troubleshooting and the hours/steps I've attempted with troubleshooting. I have probably a dozen hours into this with the anticipation that Logitech would go out of their way to make this right, or at the very least put forth some effort to resolve this. There really isn't much more I can do at this point. 

    My next steps are the following: 

    1. Open a new ticket with Logitech requesting an update to my currently opened ticket. 

    2. Reach out to EVERY reviewer/Youtuber I can find and provide them a link to this thread with a brief description to try and initiate some sort of response. 

    I've lost hope with this and I have absolutely lost faith in a company I thought stood behind their products and their customers.

    **For any newcomers to this thread**

    Do yourself a favor and return this product if you are still within the return window and give your money to another company that respects and stands behind their customers. There has been a collective of individuals trying to get this issue resolved for almost a year now with little to no real support from Logitech. I was more hopeful than most coming into this and politely and professionally worked with Logitech to provide *everything* I could to aid them, all to no avail and no response. I wish I could tell you otherwise, but my optimism has been lost entirely. It's a real shame. Unless I hear otherwise from Logitech, I will absolutely never buy another one of their products and will ensure I do everything I can to spread the word.

    Good luck to everyone else and, if by some miracle, I hear back from Logitech I'll be sure to update here. 

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  • Ryan Tran

    UPDATE:

    I've received the new mouse and the exact issue still occurs. Unfortunately, not sure what Logitech will do about it, I've told support to send the issue to development/hardware team in hopes of a software or firmware update if possible.

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  • Nick Donnelly

    Same issue here. I scroll up - on the old MX 2 (or ANY scroll mouse I've ever used for 20 years), it goes up or down in a predictable way. The MX 3 doesn't act predictably and you endup not scrolling enough, then too much.

    I fear there may be a fundamental design flaw in this wheel.

    This would be very hard to repeat in a reliable way. It seems to happen if I'm scrolling slowly then speed up to medium speed, some of the scrolling is just ignored - it doesn't really speed up. Then I speed up and it goes too fast.

    Another artifact. If I'm scrolling at medium speed, and keep doing it, the first partial rotation goes up, say, 20% of the page, the next one goes up 5%, then 5% - it's just very inconsistent and unpredictable.

    I can see a total recall and or a huge design fix coming. Hopefully this can be fixed in software, but I have a feeling it can't.

    Anybody managed to fix this?

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  • adynis

    Thanks Oscar Croon for identifying when exactly the issue happens !! 

    I've made a video to confirm this : https://youtu.be/TCA9SdpzNt4 

    I will send to Logitech support also ... 

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  • Nickson Yap

    I have proposed a fix here:

    https://support.logi.com/hc/en-us/community/posts/360044284813-MX-Master-3-Proposed-fix-for-bad-scroll-reaction-time

    Help me make Logitech notice it!

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  • Simon Coutellier-Savard

    Yeah...I was considering buying one of their new expensive gaming wireless keyboards, but I don't feel like it's a good idea to give them any more money considering their lack of respect for their customers. I've been buying Logitech products for years now, and probably won't ever again. 

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  • B Smith

    Good morning everyone! I wanted to reach out and let everyone know that the Global CX Operations Manager reached out to me directly and provided an update that sounds very promising. He stated that Product Managers for the MX Master 3 have verified they will be releasing an update to specifically resolve the issue we've been experiencing in the very near future. This correspondence was sent on 6/23/20.

    I then received another update the following day stating that "barring any unforeseen circumstances there will be a firmware update released on July 01, 2020 that will be available through the Firmware Update Tool download on our website that will fix this issue".

    I have to go to my office to retrieve the mouse to test once this becomes available but it looks very promising at this point that they are working to release a fix for this. Like I said, they did personally reach out to me and go out of their way to make sure I had an update regarding this issue, so it would lead me to the assumption that there is a fix coming. 

    As a note, this is a firmware update (available via the link below) and not a Logitech Options software update. The current "Last Update" shows the date of 2019-08-20 for me. Once this date updates, the new firmware will be available. At this point, I'm fairly excited that this might actually get fixed in the next few days. I urge everybody to keep an eye on the Firmware Update Tool and test when this becomes available - I know I'll do the same and report back here. Thanks again, everyone. 

    https://support.logi.com/hc/en-us/articles/360035037273

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  • Jeff19568749

    I reported this to Logitech support, after trying everything and showing them what happened with video, they sent me a replacement. With the replacement......exactly the same issue. It's definitely not an isolated incident (I purchased a MX Master 2S, one MX Master 3, and now tried a replacement MX Master 3), all the same issue on MacOS latest update.

     

    I really hope they take this issue seriously, this is making their mouse unusable for work.

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  • B Smith

    As a brief update to the continuing discussion I’ve been having with one of the Logitech support reps: Apparently upper management had a meeting to discuss the issue and I was assured it has been discussed and they are making progress. Their dev team recently got ahold of the Customer Support reps to let them know there will be a software update pushed sometime in the near future.

    Note: I wasn’t told that the software update will *specifically* fix this issue. But he remained hopeful. I did just respond back and ask if this software update included this bug fix or if it was a general fix update. Regardless, he has been going above and beyond to stay in touch with me on a weekly basis. I’ll continue to keep that case open and update once a week to ensure communication. I’ll update here when/if I hear anything further.

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  • B Smith

    Another update: The software fix that was due to be launched clearly did not resolve the issue and I don’t believe anyone was actually looking into the specific issue. It was just a hopeful word from Tier 1 support.

    With that said, a new ticket was opened for me with their “next level of support” for review. They reached out and requested quite a lot of info regarding troubleshooting steps and a video of the issue. Since I have spent FAR too much time troubleshooting this issue, I’ve provided quite a lengthy And detailed response regarding everything I’ve tried and my thoughts around the issue. I’ve also continued to link to this thread, explained how many of us have returned the product, and how this has been continuing for over 7 months with no acknowledgement. I’ll continue pushing forward and update here.

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  • Michał Walaszczyk

    I just can't believe that such a problem is possible in the 99$ mouse. Have just bought this today, it looks great but the scroll feeling is the worst one I experienced. I wish all these youtubers mentioned about it. Will try to get a refund tomorrow.

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  • Christian Brandoni

    @LogiLaurie

    The issue Sphynx is talking about is the mouse failing to register quick wheel scrolls in rachet mode.
    If you scroll quickly up and down, very very often( especially when going up) it will skip many wheel rotation. 
    Side by side the mx master 3 against a cheap 10 eur mouse takes 10 times to scroll the same amount of lines.
    The result is so horrible that I had to set Windows to scroll 8 lines at a time instead of the default 3 that the mouse has normally, otherwise it would take forever to scroll any decent amount of text.
    Even like this when I have to scroll a lot, I am forced to switch to freespin movement because it is still too slow.
    By the way, I don't use freespin by default, because it is way too unprecise, when ending a scroll it almost always have a kickback in the opposite direction making precise scrolling too hard.

     

     

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  • David G

    To be clear, there are at least 2 separate problems:

     

    Problem A = Scrolling often skips when mouse is on table and not being moved.

    Problem B = Scrolling always skips when mouse was just lifted off the table.

     

    I just tried this:

    FirmwareUpdateTool_2.0.47973_x64.exe

    1- It did not run at all on one laptop.

    2- It ran on a 2nd laptop.

    3- It updated the firmware on my MX Master 3.

    4- It fixed Problem B.

    5- It did NOT fix Problem A.

     

    Problem A is far more important.

     

    I have several MX Masters.  Here are the last 3 ones I owned, and remember using:

    MX Master 2s bought 2 years ago -> No Problem A for the first 1.5 years of use, then Problem A started, and gradually got worse, and is now completely unusable.  I even tried opening it up and cleaning the sensor, but it did not fix the problem.

    MX Master 2s bought recently -> DOES HAVE Problem A from first day of use.

    MX Master 3 bought recently -> DOES HAVE Problem A from first day of use, and even worse than the 2s.

     

    I rarely need to lift the mouse off the table, so Problem B, which was fixed for the MX Master 3 with this firmware, is not a big deal.

     

    Problem A is a much bigger deal, because the scroll happens repeatedly, all day long.  Whether I'm scrolling on a web page, a book, or a text file.

     

    I just bought 2 MX Master mice, a 3 and a 2s, recently, to avoid the problem with the previous 2s that got worse over time.  But now these 2 mice are both unusable from the day I opened the box.  Please fix this problem.  In the meantime I'm using a much a older mouse that has flawless scrolling.  Despite the other positive things about these mice, without the scrolling fixed, they are too annoying and unbearable to use.

     

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  • Serhat Cakmak

    I guess engineers trying to impress their higher-ups came up with this fancy design but highly inconsistent performance.

    Most day-to-day people who are scrolling through their email and social media would never even notice this fault. I think only more advanced users can feel the inconsistency with scrolling.

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  • Baruch n

    OK, so scrolling IS broken. But at least you got a nice USB cable for your $100.

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  • EAH

    No, I in fact did not manage to fix this after using this mouse for almost a month as my daily driver (including @ the office)... After this extensive use and after trying any and all software/driver/settings I could possibly think of, I regret to inform you I requested a refund (Logitech also did not give me a response to the support  ticket I opened in the time I had to request said refund). I wish I could give you better news.

    Also a very frustrating thing is that if you pick up the mouse the scroll wheel stops working for around half a second... (something that the MxMaster2 did not do). If this is a 'feature' it is a very bad one, because you have to turn your sensitivity way up to not have to pick up the mouse as little as possible.. this is not acceptable because high mouse sensitivities can aggrivate RSI in your wrist.

    Kind regards,

     

    edit: I am thinking this might be hard to solve using a software/firmware update.

    edit2: I have used 3 different MxMaster3s and they all exhibited the same problem... this is not an isolated incident... 

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  • Nick Donnelly

    Yeah looks like a half baked good idea - this thing is totally not ready for prime time, the hardware seems deeply flawed. Where are the stories on the big tech blogs covering this?

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  • Eric Pearson

    It's basically unusable for any kind of professional work the scrolling is unreliable unresponsive, it's embarrassing for a mouse of this price. I have $5 wireless mice that work better in this regard.

    It's either a manufacturing defect that reviewers didn't get and has slipped through or the reviewers were all paid to ignore it. I have paired it to multiple devices using the wireless usb adapter and bluetooth they all exhibit the same problem with the scroll wheel.

     

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  • Nick Donnelly

    I must admit, it took me a few days before I noticed it, but now I have I can't un-notice it. I think that's probably what happened to reviewers. There's no way they could buy them all off.

    It's only really super apparent on long pages with a lot of scrolling, which isn't something everyone hits a lot all the time necessarily.

    Looks like a hardware design flaw to me, the question is where we go from here. Logitech - do you have a statement on this? How do we get them to talk / get this high up the chain?

    They need to stop selling this mouse immediately, a lot of people are going to notice.

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  • Jeff19568749

    I have the same issue for my 2 mouse (MX Master 2S and MX Master 3), a lot of scroll ticks were not registered. This issue is really driving me crazy! It's the reason that I purchased the 3 after the 2S hoping that it's just because my 2S is broken. But it was so frustrating to only find out that my new MX Master 3 have the exact same issue. I've also tried everything, updating Logitech options, resetting Bluetooth...etc. Nothing works!!! Please find a solution for us Logitech!

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  • Nick Donnelly

    This isn't the issue I was having - when flat on the table I would scroll the same amount, sometimes it would scroll, say, a whole screen, sometimes 70% of a screen, sometimes 20% of a screen. I wasn't lifting the mouse up at all.

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  • WeiyingWang7345

    I also got this mouse a few weeks ago and realized that issue recently. Once I knew it's really an issue from either hardware or software, I couldn't stop noticing that.. Really annoying. Will try to get a refund of it.

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  • m l

    I want a replacment too, its good to put in alt-foot shooe, its useless as a mouse, logiteh you broke my heart, i want a devorce! 

    f*** i could buy a bounch of 10 med-good mouses in this price, 

    BTW - I found out that some surfaces ( Paper-like ) do much truble.

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