05-03-2012 02:13 PM
I've been having issues with my G500 mouse (which I think is a great mouse). I've had the G500 a few months now, when I first started using it it tracked fine on my standard cloth mouse pad, but as the pad was old and freyed I decided to simply use the mouse on my pollished desk surface, it's quite a big desk with a white wood polisshed surface. The mouse works perfectly on the desk, and any other polished/shiny surface I try it on, but I fould it slightly uncomfortable resting my hand on the desk surface after a while, so I opted for a Steelseries QcK cloth mouse pad....only to discover my G500 will not track at all on this pad. Tried various USB ports, cleaned lense on mouse (compressed air, lense cleaner and cotton bud), and have tried various surfaces/pads.....polished or shiny/firm surfaces work fine, but any mat surface and the mouse won't track. I've reinstalled setpoint drivers/software, tried generic windows drivers and still no luck.
I decided to take my Steelseries QcK mouse pad to a friends house today and his G500 (purchased a month after mine...on my recomendation) tracks fine on my mouse pad.....sickening.
Anyways....soory for the long winded saga....my impressions are there is an issue with the laser/lense.....any thoughts?
05-03-2012 02:58 PM
SO, a few things:
1) Use a Q-tip to softly wipe away any dust on the sensor and laser array
2) Some older G500 mice have a firmware update that improves tracking on dark surfaces. It's been 3 years since this update was rolled into production, but it's worth a try: ftp://ftp.logitech.com/pub/techsupport/mouse/G9xMe
3) Cloth pads tend to be the most difficult for lasers. Maybe playing with the DPI will help. What are you and your friend running respectively?
I used to prefer cloth mousepads, then I got a nice hard surface pad, and I don't think I'll ever go back. (Though, my favorite surface wll always be a sheet of legal paper taped to the desk. It had to be replaced often, but nearly perfect tracking)
05-03-2012 03:25 PM
Many thanks for the prompt reply,
I apologise for omitting some relevant information:
1) Have tried that to no avail (cotton bud is what we call a que tip in the UK)....I only noticed that I was on the US support forum when I saw my time stamp after posting....feel free to redirect me if I'm using the incorrect support page.
2) I forgot to mention I'm using windows 7 64 bit.....for some reason when I open the flash.exe all the options on it appear as "*****"....in place of text?
3) I've adjusted the DPI from the lowest to the highest in incriments of 100....no success.
The problem I have is that the mouse "did" track on cloth....but has since stopped. I just didn't notice untill recenlty as I had not used a cloth pad for some time.
I appreciate a firmware update is a possibility but that seems unlikely as the problem has developed since purchase.
Once again...any feedback would be appreciated...I hate having to return products for replacement and hope that it is a simple error on my part and not the product at fault.
05-03-2012 06:46 PM - edited 05-03-2012 06:47 PM
That's extremely odd. Asterisks? In the FW flasher folder, there should be a 32 bit and a 64 bit updater seperate. Do the folders to the not show up properly? Anyways, it should display when opened regardless of OS... Are you running the G9xFlash.exe while the folder is still compressed? That could cause issues.
Also, don't worry about the name, the sensor array on the G9x and the G500 is the same. And the UK/US thing: We only have a US forum currently because, well, we have localized support for most of the world, and most ofthe time that people search for forums, they have some level of English knowledge (or access to translate.google.com ). Plus, I'm in the US, so it puts a good obligation for when I'll be perusing the forums (Plus traffic is bad tonight so I'm on later than usual)
I couldn't say conclusively what the problem or the solution is at this moment, but a sure fire test would be to use it on your friend's PC where it worked on that trackpad. Eliminate the unknown variables and test it on a system that's known to replicate the correct experience. If it persists, you might have a hardware issue. If it goes away, there's something REALLY odd going on with your current PC that we could hammer on a bit
05-04-2012 04:57 AM
Many thanks for the feed back. I'll try and narrow down the issue over the weekend by trying your suggestions. And yes, i tried running the flash.exe from the compressed folder, I'll try unzipping it then running it to see if that resolves the text corruption (and i ran the 64bit version...it was the menues on the firmware update interface that where illegible...replaced by '******').
I'll let you know my findings in a day or two.
05-10-2012 12:09 PM
Apologies for the delayed reply, took me a few days to test everything to narrow the issue down.
I've tested my mouse on 2 other windows 7 based pc's, the result is the same, fails to track on cloth surface, but works fine on smooth/polished surface (using generic windows drivers)
Borrowed another G500 from a friend...this works fine on my pc and on the cloth pad that my G500 would not work on.
Tested both mice using generic windows drivers without setpoint software installed, and again with the setpoint software and drivers installed...the results are the same. The borrowed mouse tracks fine on cloth/matt tracking surfaces, mine does not. Mine will only track on smooth finnished surfaces.
To be certain, I ensured the lense on both mice where clean using a cotton bud (cue tip).
Any thoughts on anything else I could try (bar getting a hard surface mouse pad) would be appreciated. I'm reluctant to get a hard surface pad as I'm not overly keen on them and I would also be concerned if the fault is due to H/W then what is to say that further problems could develope down the line regardless of the tracking surface?
05-10-2012 12:54 PM
You know, maybe there's some imperfection or misalignment occurring in your setup, BUT since we've pretty much ruled it down to the mouse, I'd contact your region's customer support. That's not something you can really fix from your level and it is inhibiting your use of the product.
05-10-2012 01:07 PM
Once again, the prompt reply is appreciated, thank you.
I'll contact my local support branch and see if they can arrange a repair/replacement. (grrrr.....I can't bare the thought of having to go back to my old mouse while I await the repair/replacement of my G500.... lol)