I recently purchased a SteelSeries Apex Pro keyboard and after about a week of use and...

GetHuman5066355's customer service issue with SteelSeries from July 2020

Help with my SteelSeries issue
The issue in GetHuman5066355's own words
I recently purchased a SteelSeries Apex Pro keyboard and after about a week of use and setting up all my configurations I noticed that there was a firmware update for the apex pro. Up until this point my keyboard had been working perfectly and had no issues. Upon starting the firmware update, the update failed and then when I tried to restart it the SteelSeries engine froze. It then told me that I could unplug and re-plug in the keyboard to restart the update. I did this and as soon as I did the update happened quickly and easily. Immediately after this I noticed that all my keyboard settings and configurations were wiped which isn't the biggest deal and I attributed it to the unplugging and re-plugging in of the keyboard. When I started creating my configurations again multiple keys were not lighting up as they should. In some cases they would have a delayed lighting, or in other cases when I put on a reactive layer, the keys that should have lit up from the reactive settings did not. The keys that were affected by either not lighting up or a delayed lighting were: F*, F*, F**, Scroll lock, (These next numbers are the ones that are above the letters not the ones on the right side of the keyboard) *, *, *, *, Y, G, Semicolon*Colon, Apostrophe*Quotation Mark, N, Comma**, Slash*Question Mark, Left Windows Key, Left Alt, Right Control, Right Arrow, (These last numbers*keys are the ones that are on the right side of the keyboard) *, *, *, and finally the enter key on the far bottom right of the keyboard. These keys will sometime flicker as well as there seems to be a lighting issue. To clarify, all of these keys are functional in a typing sense but the lighting is the problem. On a similar note with the lighting, while using some of the preset color schemes for the keyboard, some of these issue keys will show up as a different color than they are supposed to and do not match the color scheme meant for it. Also, after using some of the reactive layers like, ripple for example, the whole keyboard will just light up instead of doing a proper ripple effect no matter what speed the reactive layer is set to be at (with the exception of the issue keys which have the problems I previously described). The line reactive layer seems to work except for the issue keys. These are the only issues I have noticed with the new firmware so far and have tried restarting the computer, unplugging the keyboard and starting it up again, and even deleting the SteelSeries software and reinstalling it. Nothing has worked so far to restore any old settings I had or fix the the lighting issue. Any help on this issue would be much appreciated!

GetHuman5066355 did not yet indicate what SteelSeries should do to make this right.

How GetHuman5066355 fixed the problem
I first unplugged my keyboard from the pc, then held down the volume control **** and the button below it as I plugged it back in which resets the keyboard. I then redid the update and it worked fine afterwards. It just required a keyboard reset.
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Customer service issue
Reported by GetHuman5066355
Jul 15th, 2020 - 2 months ago
GetHuman5066355 shared how to fix
Seen by 4 customers so far
Similar issue to 216 others
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GetHuman5066355 started working on this issue
Jul 15th 2:05am
GetHuman5066355 confirmed the issue is fixed. Hooray!
Jul 15th 6:45am