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MX Keys backlight

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  • Bình luận chính thức
    Balaji P

    Hi Ferdinand, thanks for reaching out and sorry to hear about your experience with the MX Keys. 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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  • Jan Morische

    Same problem here - Windows 10 and unified receiver. On my MX Keys at home i have to turn the backlight manually on after reboot/starting the system. Brightness seems only to be manually adjustable - not very smart.
    I´m using the Craft keyboad at work, also with Windows 10 and unified Dongle and there it works fine...

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  • FerdinandMac

    It looks like the problem is with all MX keys. I would like to get a response from Logitech. It's bad that an expensive device doesn't work as claimed.

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  • Jan Morische

    Looking at the other posts in this forum i would say it takes about 4 days to get an official response - and that will be a standard answer with an opened support ticket and that you´ll be contacted via eMail.
    If so, please post the reaction of the support (even if there´s no solution) for everyone else with this problem!

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  • FerdinandMac

    Ok

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  • Vlad Popescu

    Hi, I have experienced the same issue and spent some time with the keyboard testing all possible scenarios until I was able to determine that this is in fact a Firmware bug relating to how the keyboard sets a flag in memory when you adjust the backlight (and then fails to clear it appropriately). I will be reporting the steps to reproduce to Logitech.

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  • FerdinandMac

    I also think there is a problem with the firmware. I also don't understand why the backlight doesn't change depending on the lighting.

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  • Vlad Popescu

    For the curious, this is the report that I have submitted to Logitech Support:

    And yes, such a programming-101 issue existing on a $100 keyboard is not only ridiculous, but shameful.

    ISSUE
    Backlighting does not properly turn on after keyboard enters Sleep mode

    AFFECTED DEVICES
    MX Keys

    AFFECTED SOFTWARE
    Issue isolated to keyboard Firmware itself, has no relation to any software running on the host system

    CONNECTIVITY METHODS
    Any
    Tested on both Unifying and Bluetooth

    OPERATING SYSTEM
    Any / Irrelevant
    Tested on Windows with and without Options, on iOS, and on a PC without any OS booted

    STEPS TO REPRODUCE
    1. Ensure a dim enough environment so that backlighting can kick in automatically. This is important so as not to confuse the faulty behavior demonstrated below with the auto-off feature, which is normal
    2. Connect the keyboard to a device; it is irrelevant if it's a phone, tablet, TV or computer. It is also irrelevant if in the case of a computer, Options is installed or not. The issue has no relation to the software running on the host system
    3. Power cycle the keyboard (turn it off and back on again via the power switch near the USB-C port). The keyboard turns on and is backlit
    4. Use the keyboard for a few seconds, observe backlight working normally
    5. Disconnect the host system by either disabling BT or taking out the Unifying dongle (whatever connection method is being used, it's irrelevant)
    6. Wait a few seconds for the keyboard to go to sleep
    7. Reconnect the host device by turning BT back on or plugging the Unifying dongle back in
    8. Use the keyboard. Notice how it reconnects (green status LED lights up), and is backlit; this is normal
    9. Use the F7 / Brighter Backlight key and turn the backlight all the way up. Ensure the keyboard is fully brightly lit now
    10. Disconnect the host system
    11. Wait a few seconds for the keyboard to go to sleep
    12. Reconnect the host system
    13. Use the keyboard. Notice how it reconnects (green status LED lights up), and is backlit, but on auto-brightness; this is also normal, as by design, the keyboard is reverted to Auto after it sleeps (i.e. is disconnected from the host system), in order to conserve power
    14. Use the F6 / Dimmer Backlight key and turn the backlight all the way down, until it fully disables. This is important. Ensure the keyboard backlight is completely off
    15. Disconnect the host system
    16. Wait for a few seconds for the keyboard to go to sleep
    17. Reconnect the host system
    18. Use the keyboard. Notice how it reconnects (green status LED lights up), and the backlight is off; this is also normal, since you have previously disabled it via the backlight adjustment keys, and the keyboard remembered the user setting
    19. Use the F7 / Brighter Backlight key and turn the backlight on. Use any backlight level (1 through 7). As long as the keyboard backlight is now on, you may continue to the next step
    20. Disconnect the host system
    21. Wait for a few seconds for the keyboard to go to sleep
    22. Reconnect the host system
    23. Use the keyboard. Notice how it reconnects (green status LED lights up), but the backlight is still off, even though you have previously turned it back on (Step 19). Let's do this again
    24. Turn the backlight on with F7. Turn it all the way up to level 7
    25. Disconnect the host system
    26. Wait for a few seconds for the keyboard to go to sleep
    27. Reconnect the host system
    28. Use the keyboard. Notice how it reconnects (green status LED lights up), but the backlight is STILL OFF. This confirms the issue. The backlight should in fact be on (auto-brightness, as by design), but the keyboard is incorrectly only remembering that we have turned it off in step 14, yet it completely ignores that we have, in fact, also turned it back on in step 19 (and also in step 24 when we had to turn it back on again because of the faulty behaviour)

    CONCLUSION
    Keyboard remembers that the backlight has been turned off in order for it not to turn on on next reconnect. This is a great design choice as it respects the user's setting even between disconnection cycles, however, the keyboard fails to register that the user may in fact also turn the backlight back on at a later point, and insists on keeping it off once it has been off once.

    TECHNICAL EXPLANATION
    When the user turns off the backlight completely via the F6 key, the keyboard sets a flag in memory to know that the backlight is off. When it is woken up from sleep, the keyboard checks if the backlight-off flag is set and accordingly does not turn it back on. However, the keyboard DOES NOT CLEAR THE backlight-off FLAG IF THE USER TURNS THE BACKLIGHT BACK ON VIA F7.
    That is, the engineers thought about making the keyboard remember if the backlight should be off, but they forgot about making it remember if it was ever turned back on again. A prime example of a feature implementation where there was absolutely no consideration for the reverse case.

    SOLUTION
    Don't only check if the user turns off the backlight, also check if it has been turned back on, and clear the backlight-off flag accordingly.

    This is an issue that is literally fixed with adding an "ELSE" and a variable assignment in the firmware code. I expect this to be solved really easily, and indeed this is absolutely ridiculous for a $100 keyboard.

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  • FerdinandMac

    WOW!

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  • Jan Morische

    @Vlad Popescu - That´s awesome! It´s unbelievable, that a customer is able (and has to) to nail down a bug in such a precision, while the support /developer isn´t even able to respond, or fix a problem that was reported multiple times. Applause! I hope this will get fixed soon - this keyboard is sold as a premium product...

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  • Vlad Popescu

    Thank you for your appreciation!

    It is by chance that a customer has done this, I just so happen to be a software developer - the takeaway here is that Logitech (and other top brands, for that matter), needs to have a more thorough testing procedure before pushing their work to production, as many of us buy these things for productivity and not for scratching our heads wondering why they do not work as advertised. Reliability is key with such products.

    The good part is that the issue is extremely simple to fix, and now that it is thoroughly reported, said fix should be in the works in the following weeks.

    Also hey Logitech, do you have a bug bounty programme? You're welcome, by the way 😆

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  • Wesley Hill

    Pretty tragic that its a member of the community that has to figure this out.

    What the likely hood of them fixing any of this. Im close to returning mine.

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  • Vlad Popescu

    There is no question of likelihood, as this is a glitch in very basic functionality, and, as stated before, is freshly reported.

    I will update this thread with the progress of the Support ticket.

     

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  • Christian5576

    Just wanted to say that i also have issues with the backlight not working as expected. Was really about to return it, but after having read this i will wait and hope for a firmware update in the near future.

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  • FerdinandMac

    Looks like I'll be making a replacement. Technical support tips didn't help me. The light sensor doesn't work. The keyboard itself does not change the backlight, only manually.

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  • Jan Morische

    Hi Ferdinand, after i turned my MX Keys on and off with the switch on the backside, it seems to work - at least i dont´t need to turn it on manually after each reboot anymore but I´m not sure about the light sensor/auto-brightness...

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  • FerdinandMac

    Jan Morische, I'll try again today, thank you very much!

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  • Vlad Popescu

    FerdinandMac please do report back with the results of your test. I am 99% positive that this is the behaviour that your keyboard also exhibits, as it matches the steps-to-reproduce I have sent in my support ticket (and mentioned above in the thread).

    As previously stated, the keyboard refuses to turn on the backlight at all unless power cycled, if at any point in the current power cycle it has ever been turned off.

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  • FerdinandMac

    Thanks! Turned it off, turned it on, the light sensor started working, the backlight turns off in bright light, lights up in the dark. So far, there was no way to check whether the backlight turns on after you Wake up from sleep.

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  • Vlad Popescu

    Thank you for confirming that a power cycle clears (not fixes, since it reappears if you ever turn the backlight off) the issue.

    This indeed does look like 100% a firmware issue now that everyone seems to be confirm that the behaviour is consistent.

    I must note that my ticket with the report has been forwarded to the technical team, and am currently waiting for an answer. I will keep this thread updated.

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  • Imtiaz8287

    Thank you Vlad. 

    This issue needs to be resolved.

     

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  • Vlad Popescu

    In case anyone ends up on this thread from a search - as of today, the issue has been resolved. Head over to the Downloads section and grab the firmware updater, which has a new patch for the keyboard that fixes the discussed issue.

    All I can say is Finally. The keyboard appears to be working flawlessly now. 🙂

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  • Imtiaz8287

    Updated Firmware now. Thank you Vlad. Much Appreciated!

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  • Wesley Hill

    Well I updated both Keyboard and Dongle, and guess, what, its still happening, random lighting up of the keyboard, jsut the length of time it stays on for is different. Wanted to give it one more try, but im going to jstu go and get teh MS Surface keyboard. How a company can be this incompetent is unbelievable to me.

     

    Gone and done a full restart on my machine and moved the Dongle to a new USB port, if anythgin its more broken now in terms of back lights, longer times it jsut turns on and then off, moved to different parts of the room etc. Don't know if random volume control sticking and drops outs are fixed.

    EDIT:

    Going to have to take a lot of this back now, moved the keyboard into another room left it. That seems to have restored the back light keys properly now. Alos now I managed to have my link to my Phone hooked up as that never worked before either, so seems all good.

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  • FerdinandMac

    As it did not work, it does not work! Complete shit!!!

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  • Imtiaz8287

    Yes. Tried it a few times. Backlight still flashing on its own at random intervals. 

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  • Wesley Hill

    Yep, going back in my previous post, its not fixed at all, maybe the volume sticking, but as I type this on another keyboard, its flashing away with nothign near it, randomly. What a sad excuse for a company that cant get its simplest feature to work.

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  • Saurav T

    Hi all,

    Thanks for reaching out.

    Kindly update the firmware from the below link and check whether issue persist or not:

    Windows: https://download01.logi.com/web/ftp/pub/techsupport/keyboards/FirmwareUpdateTool_2.5.108413_x64.exe
    Mac: https://download01.logi.com/web/ftp/pub/techsupport/keyboards/FirmwareUpdateToolInstaller_2.5.108413.zip

    Also download the latest version of options software from the below link: https://support.logi.com/hc/articles/360025297893

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

    Regards,
    Saurav T
    Logi Support

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  • David Goodman

    I've just had a similar issue occur for me - as my battery ran down, it disabled backlighting. After fully charging, the backlight still won't come back on. Backlighting is enabled in Logitech Options, and when I use F7, it says I'm adding brightness. But it doesn't actually happen.

    The only keys that light when pressed are the Easy Switch -1-2-3 keys.

    My Logitech Options Software, and Firmware are both up to date. Am I gonna have to wait for a new firmware update before my backlighting will come back online? 

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  • Sha S

    Hi David,

    Thank you for reaching out. When you leave your keyboard but keep it on, the keyboard detects when your hands approach and it will turn the backlight back on. The backlighting won't turn back on if:

    - Your keyboard has no more battery, below 10%.

    - If the environment you're in is too bright.

    - If you've turned it off manually or using Logitech Options software.

    Your keyboard backlight will automatically turn off under the following conditions:

    - The keyboard is equipped with an ambient light sensor it assesses the amount of light around you and adapts the backlight accordingly. If there is enough light, it turns the keyboard backlight off to prevent draining the battery.

    - When your keyboard's battery is low, it turns the backlight off to allow you to continue working without disruption.

    Also, your keyboard is equipped with a proximity sensor that detects your hands whenever you come back to type on your keyboard. Proximity detection will not work when the keyboard is charging you have to press on a key of the keyboard to turn the backlight on. Once charged and the charging cable removed, the proximity detection will work again.

    If any of the above issues do not occur we request you to try resetting your keyboard. To reset a Logitech Keyboard which uses Unifying or Bluetooth technology, please follow the below instructions.

    - Turn off and on the keyboard

    - Press the following key combinations - Esc+O Esc+O & Esc+B

    - All Easy-Switch light will blink continuously, wait for channel 1 to fast blink.

    - Turn off and on the keyboard to complete the reset process

    If the Easy-Switch does not blink, please repeat the above steps again

    Pair the Keyboard with Unifying Receiver using the Unifying software or Pair the keyboard using Bluetooth

    Regards, 

    Sha

    Logi Support

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