PC not detecting my receiver through the given SteelSeries usb cord.

Question

SteelSeries Arctis Pro Wireless

Repair information for the SteelSeries Arctis Pro wireless headphones. Released in March of 2018. Model number: 61743.

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Mason @mason3543353553

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投稿日: 2021年9月16日

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PC not detecting my receiver through the given SteelSeries usb cord.

I have been using the headset for a while now and one day it just stopped working. I randomly got an alert that says, “The last USB device you connected to this computer malfunctioned and Windows does not recognize it”. My headset will connect to the receiver but the receiver wont connect to my PC. I know the issue is not with my PC because I tried connecting through the receiver to my laptop and got the same problem. Any help is much appreciated.

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jayeff @jayeff

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投稿日: 2021年9月16日

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Hi @mason3543353553 ,

You may have a faulty USB cable.

Usually there are 4 wires in a USB2.0 cable, two for power and two for data.

If one of the two data wires is faulty, (fractured, loose connection in plug etc) then the receiver cannot communicate with the host computer.

I don’t know the device but it appears as though it has a USB 2.0 to USB-C cable, is this correct?

Below are images of the two plug connections. Use an Ohmmeter to check for continuity of the two data wires from pins 2 & 3 in the USB 2.0 plug to pins A7 & A6 in the USB-C plug.

Alternatively just try another compatible cable and check if it works OK.

(click on images to enlarge).

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Thanks for the suggestion! I purchased a replacement cable off of amazon and I will let you know if that works when it arrives.

Mason さんによる2021年9月16日

Unfortunately replacing the USB cable did not work. I still got the same error message.

Mason さんによる2021年9月18日

@mason3543353553

If trying a different compatible USB cable didn't work then there appears to be a problem with the receiver's USB section. It may be hardware or software. The receiver's BT section seems to be OK as you can pair it with the headphones.

You may have to open the receiver and check for any obvious damage to the board i.e. loose USB connector for example.

If nothing is obvious then board level fault finding will be difficult as there are no schematics available online or none that I can find anyway.

How old are the headphones? If <12 months (24 months in EU countries) go the warranty route first to get it fixed, before opening the receiver and voiding the warranty.

jayeff さんによる2021年9月18日

Ok I will try that, thank you for all of your help.

Mason さんによる2021年9月18日

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Thanks for the suggestion! I purchased a replacement cable off of amazon and I will let you know if that works when it arrives. — Mason
Unfortunately replacing the USB cable did not work. I still got the same error message. — Mason
@mason3543353553

If trying a different compatible USB cable didn't work then there appears to be a problem with the receiver's USB section. It may be hardware or software. The receiver's BT section seems to be OK as you can pair it with the headphones.

You may have to open the receiver and check for any obvious damage to the board i.e. loose USB connector for example.

If nothing is obvious then board level fault finding will be difficult as there are no schematics available online or none that I can find anyway.

How old are the headphones? If <12 months (24 months in EU countries) go the warranty route first to get it fixed, before opening the receiver and voiding the warranty. — jayeff

SteelSeries Arctis Pro Wireless

PC not detecting my receiver through the given SteelSeries usb cord.

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