MiroIlok
New Member
- Total Posts : 4
- Reward points : 0
- Joined: 1/20/2022
- Status: offline
- Ribbons : 0
Thursday, December 21, 2023 10:04 AM
(permalink)
My keyboard problem is as follows: the keyboard stops functioning, then I have to separate it from the USB port and connect it with another USB port, and then it does it for a while. In order for this to happen 1 to 2 times a day, there would be no problem, but it happens very often, 10 to 20 times a day. I wrote tickets several times and I do not see the solution to my problem according to the answers. The keyboard was purchased via Amazon, and support told me I should solve the return of products with Amazon, but Amazon instructed me to solve the problem from Evga. Now I'm completely confused and I'm not clear.
post edited by MiroIlok - Thursday, December 21, 2023 10:13 AM
|
Cool GTX
EVGA Forum Moderator
- Total Posts : 31353
- Reward points : 0
- Joined: 12/12/2010
- Location: Folding for the Greater Good
- Status: offline
- Ribbons : 123
Re: EVGA Z20 RGB Optical Mechanical problem!
Thursday, December 21, 2023 6:23 PM
(permalink)
Did you install the EVGA software & update the KB firmware?
If you USB port is not going to sleep & causing the issue, then it could be a KB issue & you should exchange the KB.
Sounds like EVGA has told you that if you are in the return window, to just send the KB back to Amazon. You should be able to exchange KB for another one or get a refund.
If you are a Amazon Prime member the return should be free, for a new product that fails to work. This applies if the Seller was Amazon & not some third party seller on Amazon Market, as 3rd Parties can have different policies.
Learn your way around the EVGA Forums, Rules & limits on new accounts Ultimate Self-Starter Thread For New Members
I am a Volunteer Moderator - not an EVGA employee
Older RIG projects RTX Project Nibbler
When someone does not use reason to reach their conclusion in the first place; you can't use reason to convince them otherwise!
|
MiroIlok
New Member
- Total Posts : 4
- Reward points : 0
- Joined: 1/20/2022
- Status: offline
- Ribbons : 0
Re: EVGA Z20 RGB Optical Mechanical problem!
Friday, December 22, 2023 2:34 PM
(permalink)
The keyboard stops working at the moment of working on the PC. Then I have to do the procedure I described. I installed the latest software and upgraded the firmware. After the firmware upgrade, the keyboard worked properly for 2 weeks and started having problems again. EVGa customer service says that Amazon should replace the defective product for me, and Amazon claims that EVGA should replace the defective product. The keyboard was purchased in May 2023, so the 30 days for returns have passed.
|
bdary
Omnipotent Enthusiast
- Total Posts : 10626
- Reward points : 0
- Joined: 4/25/2008
- Location: Florida
- Status: offline
- Ribbons : 118
Re: EVGA Z20 RGB Optical Mechanical problem!
Friday, December 22, 2023 9:34 PM
(permalink)
Did you register your keyboard and upload the proof of purchase? If not, that's the first step you'll need to take. When you talked to EVGA, did you tell them your purchase date? Since it's outside the 30 day windows, EVGA would be where you go for an RMA assuming the "seller" was Amazon and not just the shipper. More warranty details here -> https://www.evga.com/warranty/
|
EVGATech_ChrisB
EVGA Tech Support
- Total Posts : 1950
- Reward points : 0
- Joined: 5/14/2007
- Status: offline
- Ribbons : 1
Re: EVGA Z20 RGB Optical Mechanical problem!
Friday, December 22, 2023 9:50 PM
(permalink)
Can you please try to disable the TOF (Time of Flight) sensor in the EVGA Unleashed Software and see if the same behavior continues? We can of course help you with warranty and the warranty page is available at: https://www.evga.com/support/evgarma1.asp . Please also take note of our holiday schedule: EVGA - Holiday Schedule 2023/2024 MiroIlok
The keyboard stops working at the moment of working on the PC. Then I have to do the procedure I described. I installed the latest software and upgraded the firmware. After the firmware upgrade, the keyboard worked properly for 2 weeks and started having problems again. EVGa customer service says that Amazon should replace the defective product for me, and Amazon claims that EVGA should replace the defective product. The keyboard was purchased in May 2023, so the 30 days for returns have passed.
|
MiroIlok
New Member
- Total Posts : 4
- Reward points : 0
- Joined: 1/20/2022
- Status: offline
- Ribbons : 0
Re: EVGA Z20 RGB Optical Mechanical problem!
Monday, December 25, 2023 7:51 AM
(permalink)
bdary
Did you register your keyboard and upload the proof of purchase? If not, that's the first step you'll need to take. When you talked to EVGA, did you tell them your purchase date? Since it's outside the 30 day windows, EVGA would be where you go for an RMA assuming the "seller" was Amazon and not just the shipper.
More warranty details here ->
I registered the keyboard when I bought it and uploaded proof of purchase. EVGATech_ChrisB
Can you please try to disable the TOF (Time of Flight) sensor in the EVGA Unleashed Software and see if the same behavior continues? We can of course help you with warranty and the warranty page is available at: .
Please also take note of our holiday schedule:
MiroIlok
The keyboard stops working at the moment of working on the PC. Then I have to do the procedure I described. I installed the latest software and upgraded the firmware. After the firmware upgrade, the keyboard worked properly for 2 weeks and started having problems again. EVGa customer service says that Amazon should replace the defective product for me, and Amazon claims that EVGA should replace the defective product. The keyboard was purchased in May 2023, so the 30 days for returns have passed.
I did as you said and the keyboard has been working for 2 days without disconnecting.edit by Cool GTX fixed "nested" quotes
post edited by Cool GTX - Tuesday, January 02, 2024 7:00 PM
|
MiroIlok
New Member
- Total Posts : 4
- Reward points : 0
- Joined: 1/20/2022
- Status: offline
- Ribbons : 0
Re: EVGA Z20 RGB Optical Mechanical problem!
Monday, January 01, 2024 4:37 PM
(permalink)
Let me write briefly what the situation is. After I turned off the TOF, the keyboard didn't disconnect anymore, it works normally. Obviously a faulty TOF is a problem.
|
bdary
Omnipotent Enthusiast
- Total Posts : 10626
- Reward points : 0
- Joined: 4/25/2008
- Location: Florida
- Status: offline
- Ribbons : 118
Re: EVGA Z20 RGB Optical Mechanical problem!
Monday, January 01, 2024 9:25 PM
(permalink)
MiroIlok
Let me write briefly what the situation is. After I turned off the TOF, the keyboard didn't disconnect anymore, it works normally. Obviously a faulty TOF is a problem.
Good to hear you got it figured out. I used that feature the 1st day or 2 after I got my keyboard and disabled it. It wasn't for me. If you wanted to use that feature, it might be worth a try cleaning the sensor with a very soft brush and some 90+% Isopropyl Alcohol.
|
Cool GTX
EVGA Forum Moderator
- Total Posts : 31353
- Reward points : 0
- Joined: 12/12/2010
- Location: Folding for the Greater Good
- Status: offline
- Ribbons : 123
Re: EVGA Z20 RGB Optical Mechanical problem!
Tuesday, January 02, 2024 7:02 PM
(permalink)
good to see that after you disabled the TOF sensor in the EVGA Unleashed Software, KB now works
Learn your way around the EVGA Forums, Rules & limits on new accounts Ultimate Self-Starter Thread For New Members
I am a Volunteer Moderator - not an EVGA employee
Older RIG projects RTX Project Nibbler
When someone does not use reason to reach their conclusion in the first place; you can't use reason to convince them otherwise!
|