Forum Discussion
Mouse and USB audio random hangs
Hi.
I have got a brand new MSI MAG Z790 Tomahawk DDR4 paired with i7-13700KF, installed fresh, Windows 11 - (22H2 22621.755).
Every now and then I will get random USB headset to sort of hang / freeze.
Sound stops playing, but headset RGB remains lit, and I can see in the system that it is connected, plugged and working in device manager.
Additionally, I also find similar behavior of Asus ROG Gladius III mouse. Here, the cursor will hang, but mouse RGB is lit, and device manager says it is working properly.
To get those to work again I have to unplug and plug back in.
Thing is that I have got other devices connected to USB and those are fine. (Keyboard, HOTAS, and 3 other HID's)
I tested two distinct headsets, and both experienced the same. I have got all drivers / device firmware (mouse and one headset) / BIOS, up to date, tried with and without software, tried uninstalling, reinstalling, etc. No matter what USB ports, rear or front, 2.0, 3.x. ...
I went through MSI support procedure, provided extensive logs and they said all is good (?)
Anyone?
- Try open start and search for feedback and open the Feedback Hub app and report this issue.
Try performing Clean Boot and see if the problem persists?
Have a look at:
https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd
If no, enable services one by one to identify which one causing this problem.- Hi Reza_Ameri.
Thanks, I uninstalled the feedback app I think as I can't find it. I tend to slim down my Win OS always, so it is likely that I did.
Anyway, wouldn't this portal be the right place to report as well?
I tried clean boot, the moment I did I experienced the issue with my mouse.
There is just a bunch of "non-Microsoft" services, mainly Asus (mouse) and NVIDIA service responsible for tray icon. There is one Intel service and a few others (steam, nzxt cam, GOG) BUT the issue was present BEFORE I installed those.
So, simply put, clean boot is not helpful here. I noticed one additional thing last night though and will give it a test again, when I plug in USB headset after Win OS is loaded, I can be almost certain that issue with audio will manifest itself. Even reconnecting the headset and restarting the game helps for few minutes only. However, if I get the issue the first time, and reboot my PC with USB headset plugged in, it seems I don't get the issue anymore.- You may open the Microsoft Store and search for Feedback Hub app and download and install it. Sending Feedback would help the Windows team to become smarter and be able to investigate the issue. This portal is also a good place to report but Feedback Hub is able to submit log files and other users with same experience are able to upvote it.
Try check with MSI's support too.
Have you tried connecting to a different USB port?
I'm faced with the exact same issue.
I have read the exchange on this thread.
I need to know the simplest way to rectify this.
With hindsight available, wondering if anybody can offer help.
Thanking You.
Let me know if any specific system related information is needed.
- I had to replace the motherboard for a different brand. No issues since.
- As I mentioned earlier, first try Safe Mode , in this case it prevent most third-party programs and drivers to load and if your device work, then we could investigate and find out what causing the problem.
However, if the problem persists in the Safe Mode, that would be more complex and it might be hardware issue too but there are ways to investigate it too.
