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KM780 RGB & MX Firmware Downgrade/Reset (Manual Firmware Update)

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  • #16
    Originally posted by G.SKILL View Post
    If you're living anywhere in North America (and where your keyboard is), our RMA procedure will direct you to send it back to our RMA facility in California.
    If you're living in Bangladesh (and where your keyboard is), our RMA procedures will direct you to send it to our headquarters in Taiwan.

    The online RMA request form is here: https://www.gskill.com/rma
    The address in the online RMA request form will be used as the return shipping address.
    After submitting this form, you may be asked to send in your proof of purchase, so have it ready in PDF format or a file format you can attach in the email. If you have any other questions, our RMA representatives would be glad to assist you via email.

    Before requesting RMA, please do make sure you give our warranty policy a quick read. If there's liquid damage or physical damage to the keyboard, it may prevent the keyboard from qualifying for a replacement.
    I have sent the keyboard to Taiwan for RMA. It has been 4 das but I am yet to receive a confirmation regarding.
    Who do I get in touch with regarding this matter. I want confirmation that Gskill Taiwan has received it ?


    And I when will i get the keyboard and do I need to pay for shipping again for returning ?
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    • #17
      The return shipping is paid by us, at G.SKILL. Let us check in with the RMA department, and will provide an update via PM.

      For RMA related questions in the future, you may also send an email to rma@gskill.com and our RMA team will be able to better assist you.

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      • #18
        *****Update******
        Got the keyboard back in September 2019 from the RMA department in Taiwan, all issues resolved and working better than before.

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        • #19
          Got this wonderful keyboard sometime in March of 2019 and have really enjoyed it. Primarily used it for my home, Windows 10 system but also used it as a Mac Book peripheral when I worked from home (which has been every week since mid-March this year). Sometime during the first full week of December, I tried to log into my desktop in the morning which had apparently restarted during the night for a system update and the keyboard wasn't working--no lights, no input response from any keys. I hooked it to my Mac (work laptop) to see if it worked there and nothing there either so I had to go grab an old keyboard that I keep around for backup.

          I found this wonderful forum the following week and went through all the steps at the top to update the firmware & driver software but it didn't work. Earlier this week, I went through the steps again after some correspondence with G-Skill Support because I was uncertain if I'd used the latest drivers. It turned out I had downloaded the correct ones but I noticed something on my second attempt that I hadn't before. Windows 10 WAS recognizing that I'd plugged in a G-Skill KM 780 RGB and many of the keys WERE working--just no lights and a few non-functioning keys. Since one of the tests was to press the windows key and the left windows key didn't do anything, I'd assumed the whole thing was dead. Having zero lights also gave me that assumption.

          I didn't test every single key but determined that 2 or 3 of the letter keys are not responding (and, no, they aren't even keys I use frequently for gaming but somewhat frequently for typing--like 'h') as well as the left windows key and the arrow keys. The other thing that happens is that I get a message saying that there is no device whenever I run the software setup to reinstall the software for managing the keyboard settings and profiles. I'd uninstalled my previous version per the instructions so now can't even set that up again despite the operating system being able to recognize that the keyboard is there.

          It's not usable in this state so I still need help. I think between this odd behavior in Windows 10 as well as in Mac OS/.X, it seems like more of a hardware issue since resetting the firmware didn't fix it.

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          • #20
            Originally posted by Tawthorne View Post
            Got this wonderful keyboard sometime in March of 2019 and have really enjoyed it. Primarily used it for my home, Windows 10 system but also used it as a Mac Book peripheral when I worked from home (which has been every week since mid-March this year). Sometime during the first full week of December, I tried to log into my desktop in the morning which had apparently restarted during the night for a system update and the keyboard wasn't working--no lights, no input response from any keys. I hooked it to my Mac (work laptop) to see if it worked there and nothing there either so I had to go grab an old keyboard that I keep around for backup.
            ...
            It's not usable in this state so I still need help. I think between this odd behavior in Windows 10 as well as in Mac OS/.X, it seems like more of a hardware issue since resetting the firmware didn't fix it.
            May we ask if you contacted ustech@gskillusa.com or techsupport@gskill.com? As long as it's within warranty, we should be able to help with a replacement.

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            • #21
              I got a response back and have submitted an RMA Request. It may have been that second e-mail address given above. I initially got in contact by submitting a help request from the forum registration page since there was a bug preventing me from registering (obviously fixed now as I'm now using the forum). Looking forward to resolution on this. I appreciate the customer service.

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