Hello. I am really frustrated with SteelSeries, and just wanted to share my experience here and see if anyone else has experienced something similar.
I got my Steelseries Sensei a couple of weeks ago, I plugged it in, installed SteelSeries Engine (removing logitech drivers prior to that), and it worked fine, I can set up keybinds make profiles etc etc. Now one of the Senseis features is that little LCD profile selector at the button (curtsey of an embedded ARM processor). This is a pretty important feature for me, as I move my mouse to different computers at times, and don't particularly like having drivers installed.
Support transcript, not really exciting! (Click to show)
My response:
Silence, I then submit a new ticket and then get a response from another supporter who merges the two tickets and writes this:
I then respond.
So after an initial fast response by support, silence, nothing, no response at all, pretty annoying, I lost it a bit in the end, but I have been polite all along. I know it's 'just' a mouse but I think it's pretty rude to just ignore a problem they apparently cannot help me with, they could at the very least suggest some sort of RMA solution.
So I keep on using the mouse, as it actually feels pretty great, but I am looking for a replacement, that is not steelseries in the mean time, the Kana+ was too slim for my hands. Which brings me to today, where my SteelSeries woes worsened.
During a game of D3 (hardcore) the Sensei stops responding completely, 'boom I'm dead'.
A bit miffed I hook in my old G9 and it just blinks, not powering on.
I unplug the Sensei and plug it back in, it doesn't power on... all other usb devices work fine.
I try to shut down the SteelSeries Engine via the keyboard in the taskmanager, it won't shut down. I cannot restart my computer as it stalls waiting for SteelSeries Engine to shut down, "I wish I could use Linux for gaming".
Upon restart everything works again.
I have uninstalled SteelSeries engine and it all works, I have also unplugged that pos. Sensei mouse.
Really disappointed probably why their support chose this as profile picture (true story):
I know all companies have their weak spots and and products can fail on you no matter what, but that doesn't excuse their support ignoring my ticket updates (answers to questions they asked even).
I'm perfectionist (Engineer by trade) I want my hardware to be reliable, I don't want to loose my lvl 52 HC Diablo char to some mouse fluke, and stuff like that, I have had Razer (Diamondback) and Logitech (Lots' O them) and they never exhibited any game breaking behaviour like what the Sensei does, and support from Logitech side at least has allways been top notch.
Just wanted to vent, and see if anyone has had similar experience with the Sensei or Steelseries in general.
Thanks, Cool story bro and all that.
Great Forum btw.
I got my Steelseries Sensei a couple of weeks ago, I plugged it in, installed SteelSeries Engine (removing logitech drivers prior to that), and it worked fine, I can set up keybinds make profiles etc etc. Now one of the Senseis features is that little LCD profile selector at the button (curtsey of an embedded ARM processor). This is a pretty important feature for me, as I move my mouse to different computers at times, and don't particularly like having drivers installed.
Support transcript, not really exciting! (Click to show)
Quote:
Sojoe
May 04 09:25
Whenever I make a profile, and rebind the mousekeys to new values and then copy them to the mouse onboard memory the buttons reverse to defaults, if I load the profile on a different computer.
I was under the destinct impression that the Sensei like the Logitech G9 series could remember macros also, else I feel like I have wasted my money on the Sensei, and should have gotten the Kana instead, whose formfactor and sensor I prefer.
I have tested this on different computers and the macros are simply gone when I move the mouse to one without steelengine installed.
May 04 09:25
Whenever I make a profile, and rebind the mousekeys to new values and then copy them to the mouse onboard memory the buttons reverse to defaults, if I load the profile on a different computer.
I was under the destinct impression that the Sensei like the Logitech G9 series could remember macros also, else I feel like I have wasted my money on the Sensei, and should have gotten the Kana instead, whose formfactor and sensor I prefer.
I have tested this on different computers and the macros are simply gone when I move the mouse to one without steelengine installed.
Quote:
Sojoe,
It will save, but only when your onboard Sensei profile is set to Profile 1 (in addition to you modifying profile 1 in the SSE)
Is there any chance you have used the LCD menu on the bottom of the mouse to change or edit profiles? If so, please use the LCD menu to revert to Profile 1 (or the top profile if you renamed it).
After you do that, please attempt to re-apply and re-activate the profile in SteelSeries Engine to make it active.
Please let me know if that helps.
Thanks,
Supporter
May 07, 2012 12:54
It will save, but only when your onboard Sensei profile is set to Profile 1 (in addition to you modifying profile 1 in the SSE)
Is there any chance you have used the LCD menu on the bottom of the mouse to change or edit profiles? If so, please use the LCD menu to revert to Profile 1 (or the top profile if you renamed it).
After you do that, please attempt to re-apply and re-activate the profile in SteelSeries Engine to make it active.
Please let me know if that helps.
Thanks,
Supporter
May 07, 2012 12:54
My response:
Quote:
No it still doesn't work, It is not long macros, its single keys, like Q W E etc. The sensitivity, acc and led colors are in accordance with the transfered profile, but the macros reset to defaults ('button' 4 to 7).
I have profile 1 activated in the mouse when I do it, the Steelseries engine says that the profile transfer is successful everytime.
I have tried the following to see if it helped the problem:
- Deleted all the profiles from the mouse (reset them to defaults).
- Reinstalled the firmware on the mouse.
- Reinstalled Steel Engine.
Should I RMA the mouse? I am pretty bummed if that's the case as I just got it a couple of days ago!
O' and another thing, I have tried more to do more than a single profile.
May 07, 2012 13:18
Btw. OS is Windows 7, 64bit Pro.
May 07, 2012 13:21
One more thing, The profiles work just fine when activating them in the steelengine, macros and everything, that's been tested thoroughly.
Thanks for the quick response btw.
May 08, 2012 01:40
Hello, I have updated my ticket a couple of days ago, and wonder if you
have noticed my responses, or if the ticket has somehow been closed.
Please respond thanks.
May 10, 2012 10:07
I have profile 1 activated in the mouse when I do it, the Steelseries engine says that the profile transfer is successful everytime.
I have tried the following to see if it helped the problem:
- Deleted all the profiles from the mouse (reset them to defaults).
- Reinstalled the firmware on the mouse.
- Reinstalled Steel Engine.
Should I RMA the mouse? I am pretty bummed if that's the case as I just got it a couple of days ago!
O' and another thing, I have tried more to do more than a single profile.
May 07, 2012 13:18
Btw. OS is Windows 7, 64bit Pro.
May 07, 2012 13:21
One more thing, The profiles work just fine when activating them in the steelengine, macros and everything, that's been tested thoroughly.
Thanks for the quick response btw.
May 08, 2012 01:40
Hello, I have updated my ticket a couple of days ago, and wonder if you
have noticed my responses, or if the ticket has somehow been closed.
Please respond thanks.
May 10, 2012 10:07
Silence, I then submit a new ticket and then get a response from another supporter who merges the two tickets and writes this:
Quote:
Hi Sojoe,
What numbered slot on-board the Sensei (from 2-5) are you saving your custom profile onto? Can you go into the LCD menu on the Sensei itself and verify that the custom profile is activated? You can tell that it is the current profile because it will have a * next to the (custom) name. If it's not the active profile, you can make it the active profile by going into that profile's menu and selecting "Set as current".
Because of a change we made in the Engine, you are not able to save on-board profile slot 1, it is currently only reserved for only the SteelSeries Engine (in short, profile 1 will not be able to save macros on-board at all).
Please let 'first Supporter' know if this does not resolve your issue.
Best of luck,
- OtherSupporter
May 14, 2012 11:21
What numbered slot on-board the Sensei (from 2-5) are you saving your custom profile onto? Can you go into the LCD menu on the Sensei itself and verify that the custom profile is activated? You can tell that it is the current profile because it will have a * next to the (custom) name. If it's not the active profile, you can make it the active profile by going into that profile's menu and selecting "Set as current".
Because of a change we made in the Engine, you are not able to save on-board profile slot 1, it is currently only reserved for only the SteelSeries Engine (in short, profile 1 will not be able to save macros on-board at all).
Please let 'first Supporter' know if this does not resolve your issue.
Best of luck,
- OtherSupporter
May 14, 2012 11:21
I then respond.
Quote:
I save the profile to 2, 3 ,4 or 5. I can activate them on the mouse using
the LCD screen, the led lighting, sensitivity levels, and exactaim settings
etc. works as defined in the profile. the macros however don't, they reset
to default mouse keys 3 through 5.
May 14, 2012 12:34
Basicly the problem is that I cannot define any macros (single key binds
even) and save them along with their profile on the mouse, the macros
simply disapear. I have done everything by the book, and it just doesn't
work.
Right now I am mostly inclined to just send the mouse back to you as I have
no use for it in its current state.
the LCD screen, the led lighting, sensitivity levels, and exactaim settings
etc. works as defined in the profile. the macros however don't, they reset
to default mouse keys 3 through 5.
May 14, 2012 12:34
Basicly the problem is that I cannot define any macros (single key binds
even) and save them along with their profile on the mouse, the macros
simply disapear. I have done everything by the book, and it just doesn't
work.
Right now I am mostly inclined to just send the mouse back to you as I have
no use for it in its current state.
So after an initial fast response by support, silence, nothing, no response at all, pretty annoying, I lost it a bit in the end, but I have been polite all along. I know it's 'just' a mouse but I think it's pretty rude to just ignore a problem they apparently cannot help me with, they could at the very least suggest some sort of RMA solution.
So I keep on using the mouse, as it actually feels pretty great, but I am looking for a replacement, that is not steelseries in the mean time, the Kana+ was too slim for my hands. Which brings me to today, where my SteelSeries woes worsened.
During a game of D3 (hardcore) the Sensei stops responding completely, 'boom I'm dead'.
A bit miffed I hook in my old G9 and it just blinks, not powering on.
I unplug the Sensei and plug it back in, it doesn't power on... all other usb devices work fine.
I try to shut down the SteelSeries Engine via the keyboard in the taskmanager, it won't shut down. I cannot restart my computer as it stalls waiting for SteelSeries Engine to shut down, "I wish I could use Linux for gaming".
Upon restart everything works again.
I have uninstalled SteelSeries engine and it all works, I have also unplugged that pos. Sensei mouse.
Really disappointed probably why their support chose this as profile picture (true story):
I know all companies have their weak spots and and products can fail on you no matter what, but that doesn't excuse their support ignoring my ticket updates (answers to questions they asked even).
I'm perfectionist (Engineer by trade) I want my hardware to be reliable, I don't want to loose my lvl 52 HC Diablo char to some mouse fluke, and stuff like that, I have had Razer (Diamondback) and Logitech (Lots' O them) and they never exhibited any game breaking behaviour like what the Sensei does, and support from Logitech side at least has allways been top notch.
Just wanted to vent, and see if anyone has had similar experience with the Sensei or Steelseries in general.
Thanks, Cool story bro and all that.
Great Forum btw.
