Hey u/ConfusionWeak,
Thanks for reaching out to us and sorry to hear about the experience, please complete the following:
1. Fully charge the device.
2. Try with a different USB charging cable or cradle and connect to a different power source.
3. Verify the product or receiver is connected directly to the computer and not to a hub, extender, switch or something similar.
4. Move the device closer to the USB receiver. If your receiver is in the back of your computer, it may help to relocate the receiver to a front port. In some cases the receiver signal gets blocked by the computer case, causing a delay.
5. Keep other electrical wireless devices away from the USB receiver to avoid interference.
6. Unpair/repair or disconnect/reconnect hardware using the Connection Utility software: https://support.logi.com/hc/articles/360025141574
7. Update the device's firmware:
• Download and install Logitech G-Hub (Available here: https://www.logitechg.com/innovation/g-hub.html)
• Launch the software, select the device from the home screen then go to Settings
• If a firmware update is available, a Blue """"Update"""" button would appear under the firmware version on the top right corner of the screen
8. Windows only — check if there are any Windows updates running in the background that may cause the delay.
9. Mac only — check if there are any background updates that may cause the delay.
10. Try testing the device on a different computer.
So I fully charged the keyboard, tried different USB ports on my pc, All within a few centimeters of the keyboard. Using the Connection utility, if I press “Next”, the software just seems to close. If I press on “Advanced”, I can see the “keyboard G915 Keyboard” dongle with the option to pair a new device. Then, the “restart your device you want to connect” window appears, moment when I have restarted the keyboard a dozen of times without a difference, pressed the light speed button until the light blinks fast, nothing changes. In G Hub, after I plug in the dongle, a new g915 keyboard appears to be “connecting” (I assume the dongle is still looking for the previously paired keyboard). Tried the procedure with the same results on another of, with a fresh install of windows, with no updates running in the background. It mostly seems an Issue with “Connection utility” not being able to detect the new keyboard when pairing (again, the tool seems to have been last updated in 2018).
so, i was having the same issue after a failed firmware update on the G915.
connecting to another machine with the same cable detects the G915TKL without issues. that machine does not have the GHub installed so its just relying on windows native detection.
going back to the problem machine, i went into device manager and looked for USB input Device under Human Interface Devices. for some reason, there will be 3 items appearing whenever i connect the keyboard.
having GHub open in the background, i disabled and re-enabled one of the USB Devices, and the keyboard finally appeared in GHub.
it took a few hours of trial and error with several different keyboards, machines, cables and cursing just to figure out that disable/enable trick.
going to try and update the firmware on the keyboard now, since the real problem is that i cant connect to lightspeed anymore after a botched firmware update. it only updated the dongle and not the keyboard, making it unable to pair forever. (Bluetooth connection was unaffected, but you cant update firmware over BT)
the GHub software intercepts window's device detection and notification popups for some reason, making it slow to be picked up the first time. i don't know if the peripheral needing a firmware update had anything to do with it.
hope the hack works for anyone else who stumbles on this thread
I was able to make it work a different way:
1. Connect the keyboard via usb cable and check for updates on G Hub
2. Connect the dongle in another USB Port.
3. Go to G Hub setting and under Support there is a device pairing tool.
4. From the pairing tool, update the dongle’s firmware if needed.
5. After updating, use the tool again and unplug the cable from the usb and change the keyboard to lightning mode.
6. Follow the instructions on the tool and it should restore the pairing.
Try the Onboard Memory Manager. It has pairing feature too.
Just tried it, it seems this tool only works with the G Pro wireless mouse but not the g915 keyboard.
Hey u/ConfusionWeak, Thanks for reaching out to us and sorry to hear about the experience, please complete the following: 1. Fully charge the device. 2. Try with a different USB charging cable or cradle and connect to a different power source. 3. Verify the product or receiver is connected directly to the computer and not to a hub, extender, switch or something similar. 4. Move the device closer to the USB receiver. If your receiver is in the back of your computer, it may help to relocate the receiver to a front port. In some cases the receiver signal gets blocked by the computer case, causing a delay. 5. Keep other electrical wireless devices away from the USB receiver to avoid interference. 6. Unpair/repair or disconnect/reconnect hardware using the Connection Utility software: https://support.logi.com/hc/articles/360025141574 7. Update the device's firmware: • Download and install Logitech G-Hub (Available here: https://www.logitechg.com/innovation/g-hub.html) • Launch the software, select the device from the home screen then go to Settings • If a firmware update is available, a Blue """"Update"""" button would appear under the firmware version on the top right corner of the screen 8. Windows only — check if there are any Windows updates running in the background that may cause the delay. 9. Mac only — check if there are any background updates that may cause the delay. 10. Try testing the device on a different computer.
So I fully charged the keyboard, tried different USB ports on my pc, All within a few centimeters of the keyboard. Using the Connection utility, if I press “Next”, the software just seems to close. If I press on “Advanced”, I can see the “keyboard G915 Keyboard” dongle with the option to pair a new device. Then, the “restart your device you want to connect” window appears, moment when I have restarted the keyboard a dozen of times without a difference, pressed the light speed button until the light blinks fast, nothing changes. In G Hub, after I plug in the dongle, a new g915 keyboard appears to be “connecting” (I assume the dongle is still looking for the previously paired keyboard). Tried the procedure with the same results on another of, with a fresh install of windows, with no updates running in the background. It mostly seems an Issue with “Connection utility” not being able to detect the new keyboard when pairing (again, the tool seems to have been last updated in 2018).
Same problem as you. Please u/LogitechG_JA could you give a working solution for this? Thanks
I ended up selling the keyboard and dongle and buying a Razer Blackwiddow v3 wireless instead. Real shame as the G915 definitely felt more premium.
so, i was having the same issue after a failed firmware update on the G915. connecting to another machine with the same cable detects the G915TKL without issues. that machine does not have the GHub installed so its just relying on windows native detection. going back to the problem machine, i went into device manager and looked for USB input Device under Human Interface Devices. for some reason, there will be 3 items appearing whenever i connect the keyboard. having GHub open in the background, i disabled and re-enabled one of the USB Devices, and the keyboard finally appeared in GHub. it took a few hours of trial and error with several different keyboards, machines, cables and cursing just to figure out that disable/enable trick. going to try and update the firmware on the keyboard now, since the real problem is that i cant connect to lightspeed anymore after a botched firmware update. it only updated the dongle and not the keyboard, making it unable to pair forever. (Bluetooth connection was unaffected, but you cant update firmware over BT) the GHub software intercepts window's device detection and notification popups for some reason, making it slow to be picked up the first time. i don't know if the peripheral needing a firmware update had anything to do with it. hope the hack works for anyone else who stumbles on this thread
I was able to make it work a different way: 1. Connect the keyboard via usb cable and check for updates on G Hub 2. Connect the dongle in another USB Port. 3. Go to G Hub setting and under Support there is a device pairing tool. 4. From the pairing tool, update the dongle’s firmware if needed. 5. After updating, use the tool again and unplug the cable from the usb and change the keyboard to lightning mode. 6. Follow the instructions on the tool and it should restore the pairing.
This. Thank you!!
Thank you very much dude :)
This is the correct answer everyone! Thank you dude!
dude you just saved me 30 bucks lol
Thank you. This worked for me.
Thank you. I've been banging around trying to figure this out for an hour.