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Hot!X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop

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zargon45
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2021/09/08 09:19:49 (permalink)
Just got an X17 mouse on the cheap, decided to give it a go. Feels fine, everything seems to work, but as one would suspect, I like to customize things a bit. So I installed the software and I can't get it to open and stay open for longer than a fraction of a second with the mouse plugged in. For fun, I've tried unplugging the mouse, starting the software, and then plugging the mouse in. Something about having the mouse plugged in at the same time the software is open is killing the software. So I can't use the hardware and software that are supposedly made for each other at the same time. Sounds like some great forethought went into this setup. I've also tried various different versions of the software. Windows 10.
 
I would like to know what EVGA's stance is at the current time. From my googling efforts, it seems they usually start at "reinstall Windows" which is unacceptable.
#1

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    EVGA_James
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/08 11:29:07 (permalink)
     
    There has been a few reports of this versus those that did not have any issues. Its more likely a Windows isolated issue due to a  possible corruption in the WMI (Windows Management Instrumentation) repository. Below are some steps to take to repair the WMI repository. I would suggest making sure that you have Windows fully updated and the latest Windows .Net framework installed. 
     
    Rebuilding the WMI repository can result in some 3rd party products not working until their setup is re-run & their MOF re-added back to the repository. 
    (You may need to reinstall some of your device's drivers and or software if affected)
     
     
    Open Command prompt and "Run as administrator" 
    enter: winmgmt /verifyrepository
    If the repository has an issue, it will respond “repository is not consistent,” 
     
    Run the command:
    winmgmt /salvagerepository
     
    Then execute the command to see if it now comes back as consistent-
    winmgmt /verifyrepository
     
    If it says that Repository is not consistent, then you need to run:
    winmgmt /resetrepository
     
    After that you can enter: winmgmt /verifyrepository and if all goes well then it will respond with  “repository is consistent” 
     
    You may want to reinstall Unleash RGB as well as test any other devices to see if you may need to reinstall their drivers/software


    #2
    zargon45
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/08 14:45:08 (permalink)
    It reports back as consistent
    #3
    EVGA_James
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/08 15:44:12 (permalink)
    Can you provide the Windows version and build number so we can look into this further
     


    #4
    Apollo1321
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/09 11:22:35 (permalink)
    Does the same thing for me, closes almost immediately on my daily system, my test bench on both a fresh install of windows and one win install that is just benchmarks. Tried also on a win7 laptop that just had a fresh reinstall of windows that also has zero other programs on it, yes I installed latest dotnet. Closes on all.
     
    On all the machines I tried removing the firmwareupdate exe from the program folder. Then started unleash rgb, it opens and stays open with the x15 mouse showing, but cannot do ANYTHING in the program. So it seems that firmwareupdate.exe is causing the issues.
    On the windows 7 laptop it says that firmwareupdate.exe has malfunctioned and stopped working.
    #5
    EVGA_James
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/09 12:57:10 (permalink)
    Apollo1321
    Does the same thing for me, closes almost immediately on my daily system, my test bench on both a fresh install of windows and one win install that is just benchmarks. Tried also on a win7 laptop that just had a fresh reinstall of windows that also has zero other programs on it, yes I installed latest dotnet. Closes on all.
     
    On all the machines I tried removing the firmwareupdate exe from the program folder. Then started unleash rgb, it opens and stays open with the x15 mouse showing, but cannot do ANYTHING in the program. So it seems that firmwareupdate.exe is causing the issues.
    On the windows 7 laptop it says that firmwareupdate.exe has malfunctioned and stopped working.




    Can you provide screen shots of the Windows build number as the error messages you are seeing


    #6
    zargon45
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/10 12:51:55 (permalink)
    EVGA_James
    Can you provide the Windows version and build number so we can look into this further
     


    Sorry, didn't mean to sit on this for a day and a half
    Version 21H1 Build 19043.1110
    #7
    Encryption
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/11 09:55:52 (permalink)
    Having same issue here only with an x15.
    Windows 10 Pro 21H1 19043.1202


    #8
    Micklovin
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/13 19:54:27 (permalink)
    Same, it has something to do with firmware not responding for me. Just got the x15, if I rename to Fakefirmware it'll bypass any update, the program will come up but does nothing besides show me the mouse. Did the WMI came back fine, tried safe mode uninstalling everything evga and starting fresh etc.
     
    Is it an issue with the x15 not being present in the list of Mice and keyboards? It does state product not found, my computer see's it in hardware.
     
     



    post edited by Micklovin - 2021/09/13 20:01:03

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    #9
    lee53262
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/14 00:14:15 (permalink)
    I am having the same issue where the software closes immediately upon opening. Just got the mouse today and after browsing thru the forums it appears to me that this is an issue EVGA has not and will not take care of despite this going on since the x17 came out in February. I've tried every troubleshooting method mentioned in the forums short of reinstalling windows which is a hassle that shouldn't be necessary and appears to likely not work according to other users. I can get the program to open without crash only by changing or deleting the firmware update file, which seems to be the root of the problem, yet it is completely nonfunctional. The fact they still haven't dealt with it for over 7 months now is utterly ridiculous. I've noticed that the EVGA reps always blame windows for the issue but yet every other company has no problem creating a working program especially for an $80 mouse. My Windows version is 20H2 build# 19042.1165.
    #10
    EventHorizon
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/15 05:09:34 (permalink)
    I have had this problem from the very start with my X17 which I have had for months. All paths lead back to the firmware updater, which errors out as if it is unable to find or recognize the device. I have also done the WMI check etc. and it continues to come back consistent. Luckily it did work at one point, and will continue to open, on a much older version of the software. The second I load the latest Unleashed it does exactly this with the pop back to desktop straight away. I have also noted that if I do not have the mouse connected at all, it actually WILL open and stay open. Obviously the software is not getting back what it expects upon query of the device, and is terminating itself willfully. Looking closer at my mouse, I noticed that the model number is a bit strange - rather than just a 903-W1-17BK, mine is a 903-W1-17BK-KR (which I assume is for Korea, our local computer store imports a lot so I would not be surprised). I am curious to ask if others having this problem ALSO have a -KR or other potentially non-US model (EVGA can you confirm that -KR is region?). Could this problem be as simple as the software/updater, running on a Windows machine within the US/NA region, is NOT expecting to see a 903-W1-17BK-KR, or is unaware of such a version within that region, and as such is getting a response back to the query with what it must assume is either not a compatible model, or a corrupt/broken response, and errors out?
     
    @EVGA_James, has this possibility been explored with the development team? Maybe even an issue in your build environment if it is handling any of the regional tweaks inline in an automated manner?
     
    Please others who have this issue, take a look at the tiny print on the bottom of your devices, help me see if this theory holds any water?
     
    And just for the record I am on Windows 10 Pro 19043.1202 like another user above.
     
    #11
    zargon45
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/15 06:58:12 (permalink)
    I will confirm that my full model listed on the mouse is 903-W1-17GR-KR, but I also see that the x17s on EVGA's website also list the full model with KR on the end, so it seems that this may be a dead end. At least directly. Is there something in the firmware updater that searches for a bogus model that doesn't match exactly?
    #12
    EVGA_James
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/15 10:13:28 (permalink)
    I've been working directly with some that are having this issue and reporting my findings to our software team. As soon as I get some information as to why this is happening I will give an update. 
     
    I've personally have not had this happen. I've tested Unleash on multiple systems with every one of our keyboards and mice and even on my own personal system at home. I could not recreate it nor have our software team so it has been difficult to pinpoint what the cause is. 


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    EventHorizon
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/19 21:59:23 (permalink)
    zargon45
    I will confirm that my full model listed on the mouse is 903-W1-17GR-KR, but I also see that the x17s on EVGA's website also list the full model with KR on the end, so it seems that this may be a dead end. At least directly. Is there something in the firmware updater that searches for a bogus model that doesn't match exactly?




    I remember when I last looked into this, the error being reported back by the firmware update application was that the device could not be found, even though it clearly is pinged by the application and is aware of whether it is running or not. Can you link the part of the website you are talking about? 
     
    I am not suggesting that this is an invalid version of the product, I am just suggesting the possibility that the US version of the firmware updater may not be taking certain models into consideration when determining if a compatible device is present or not.
     
    @support - here is some more extended information regarding the USB live-session data if it helps your dev team at all, I find the first line interesting:
     
    Device NameDescriptionDevice TypeConnectedSafe To UnplugDisabledUSB HubDrive LetterSerial NumberCreated DateLast Plug/Unplug DateVendorIDProductIDFirmware RevisionUSB ClassUSB SubClassUSB ProtocolHub / PortComputer NameVendor NameProduct NameParentId PrefixService NameService DescriptionDriver FilenameDevice ClassDevice MfgFriendly NamePowerUSB VersionDriver DescriptionDriver VersionDriver InfSectionDriver InfPathInstance IDCapabilitiesEVGA X17 Gaming MouseUSB Composite DeviceUnknownYesYesNoNo  9/19/2021 8:06:08 PM6/16/2021 6:05:21 AM3842240d0.00000000    7&29249de6& 1usbccgp@usb.inf,%GenericParent.SvcDesc%;Microsoft USB Generic Parent Driverusbccgp.sys (Standard USB Host Controller) 500 mA2.00USB Composite Device10.0.19041.488Composite.Dev.NTusb.infUSB\VID_3842&PID_240D\6&c1a2e2f&0&4Removable, SurpriseRemovalOKEVGA X17 Gaming MouseUSB Input DeviceHID (Human Interface Device)YesYesNoNo  9/19/2021 8:06:08 PM6/17/2021 5:00:58 AM3842240d0.00030102    8&1c0c126c& 0HidUsb@input.inf,%HID.SvcDesc%;Microsoft HID Class Driverhidusb.sys (Standard system devices) 500 mA2.00USB Input Device10.0.19041.868HID_Inst.NTinput.infUSB\VID_3842&PID_240D&MI_00\7&29249de6&1&0000SurpriseRemovalOKEVGA X17 Gaming MouseUSB Input DeviceHID (Human Interface Device)YesYesNoNo  9/19/2021 8:06:08 PM6/17/2021 5:00:58 AM3842240d0.00030101    8&4488627& 0HidUsb@input.inf,%HID.SvcDesc%;Microsoft HID Class Driverhidusb.sys (Standard system devices) 500 mA2.00USB Input Device10.0.19041.868HID_Inst.NTinput.infUSB\VID_3842&PID_240D&MI_01\7&29249de6&1&0001SurpriseRemovalOKEVGA X17 Gaming MouseUSB Input DeviceHID (Human Interface Device)YesYesNoNo  9/19/2021 8:06:08 PM6/17/2021 5:00:58 AM3842240d0.00030101    8&250fde02& 0HidUsb@input.inf,%HID.SvcDesc%;Microsoft HID Class Driverhidusb.sys (Standard system devices) 500 mA2.00USB Input Device10.0.19041.868HID_Inst.NTinput.infUSB\VID_3842&PID_240D&MI_02\7&29249de6&1&0002SurpriseRemovalOK
    #14
    zargon45
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/20 07:32:05 (permalink)
    EventHorizon
     
    I remember when I last looked into this, the error being reported back by the firmware update application was that the device could not be found, even though it clearly is pinged by the application and is aware of whether it is running or not. Can you link the part of the website you are talking about? 
     



    Sure thing! 
    https://www.evga.com/products/productlist.aspx?type=12&family=Mouse&chipset=X17+Series

    post edited by zargon45 - 2021/09/20 07:33:21
    #15
    EVGA_James
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/21 13:18:28 (permalink)
    Just a quick update. I've been working with one of our users having this issue and has helped us out a lot. I think we are getting very close to the issue and hopefully I will have an updated version soon. 


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    EventHorizon
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/24 17:29:28 (permalink)
    EVGA_James
    Just a quick update. I've been working with one of our users having this issue and has helped us out a lot. I think we are getting very close to the issue and hopefully I will have an updated version soon. 


    That's great news, look forward for an update. If you would not mind also letting us know what the issue turned out to be I would be extremely grateful. :)
    #17
    erkansus2
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/09/26 07:56:39 (permalink)
    If you install build 1809 of windows 10 on a device, and use that to run the EVGA Unleash RGB program, it will successfully update the firmware! You can then run the Unleash software on any build of windows, afterwards with zero issues!
    #18
    EventHorizon
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/10/01 12:19:44 (permalink)
    erkansus2
    If you install build 1809 of windows 10 on a device, and use that to run the EVGA Unleash RGB program, it will successfully update the firmware! You can then run the Unleash software on any build of windows, afterwards with zero issues!




    It's not specifically that build, it's ANY machine you can actually run it on. I found this out as well - however you will be in for a surprise when the next firmware comes out and it tries to do an update. You will find that you will install the new version of the software and that action will instantly cause the utility to crash again on startup. The only way around that is to continually update the device on another machine/os and then bring it back to your primary use machine.. it's a pain. 
     
    In my case, this issue is now gone - though not due to a fix - I just updated my primary gaming machine to Windows 11 (using the actual upgrade path, not a fresh install), and now the software is working just fine, and is applying the firmware updates as well where it would not previously. Unfortunately now I may never know but it's still going to bug me - I'll keep an eye on here for a posted fix for sanity sake :)
    #19
    erkansus2
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/10/03 08:12:06 (permalink)
    can we have an update on what the progress of fixing this problem is? I have been unable to use the software for over a month since purchasing both an x17 and z15....
    #20
    zargon45
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    Re: X17 Mouse and EVGA Unleash - Software starts and immediately exits to desktop 2021/10/18 10:59:48 (permalink)
    I'm happy to report that I just poked around and found Unleash v 1.0.11.0 was available and it has solved the issue for me. Thanks for getting it worked out, EVGA team.
     
    So, for the curious, what was the cause of the issue?
    #21
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