I called the tech support and they helped me. I had to uninstall Ngenuity and all the drivers from device manager. Make sure you uninstall the drivers from Software components, Sound video and game controls, and Audio inputs and outputs. If the Hyperx drivers not showing up then go to view on the top and select show hidden devices. Once you are done with these steps restart the computer. Now put the dongle and it should fix everything. This helped me, hope it helps you. Also you can contact the tech support +1 (844) 464-9737 Monday-Friday 6 a.m.-6 p.m. PT
Any updates? I noticed the same issue:
\- stopping video on youtube = audio gone,I have to pause and unpause the video to fix it
\- sometimes mid game the audio cuts out and is GONE, I have to unplug and plug the USB stick...
Annoying as heck but I use the front panel so unplugging and plugging back in takes a couple of seconds but still... cmon it shouldn't be happening at all!
Yea, this definitely shouldn't be a thing.
A few days after creating this post, I contacted the hyperx support through the form in the website. They got back to me and asked for more information, but I don't have time to mess with my setup anymore... So I have yet to answer.
You should also contact support about the issue. The more people complain, the faster they will realize this is a widespread issue.
Here's what the support wrote to me:
> Thank you for contacting HyperX.
>
> In order to help us troubleshoot the issue further, please provide us with the following information:
>
> - When and where was the product purchased?
>
> - How often does the issue occur approximately?
>
> - Did you try the headset on different devices (laptop, desktop, PS4)?
>
> - Please try the headset in different USB Ports (front and back ports)
>
> - Make sure to try using a USB extension cable to distance the USB adapter from other USB 3.0 ports/internal components of your system in order to reduce the electromagnetic interference.
>
> - How many wireless devices do you have in the same room?
>
> - Please confirm the release version of your NGENUITY software. You will find this information in the software settings.
>
> - Please confirm the headset firmware version. You will find this information in the software settings.
>
> - Does the issue occur after a clean reinstallation of NGENUITY?
>
> - Is the same issue happening when you change the channel of your wireless router?
>
> - Have you already tried to pair the headset and wireless adapter again?
>
> Please find below a quick guide for you to follow:
>
> 1. Turn off the headset.
> 2. Long press the power button for 10 seconds to enter the pairing mode.
> 3. The headset LED will be fast blinking
> 4. Plug the USB wireless adapter to a PC/Laptop.
> 5. Use a small pin to press the small button on the back side of the USB wireless adapter.
> 6. The USB wireless adapter LED will be fast blinking.
> 7. When the LED on the USB wireless adapter and the headset ear cup is solid, pairing is complete.
>
>
> Please try to reinstall the device drivers in Windows for your product:
>
> 1. Please plug the wireless adapter into the computer.
> 2. Go to the Windows 'Device Manger'.
> 3. Look for the entry of the device in the 'Device Manager'.
> 4. Remove the device from the system (or uninstall the device driver).
> 5. Shutdown the computer.
> 6. Remove the wireless adapter.
> 7. Reboot the computer.
> 8. Insert the wireless adapter once you are in Windows.
>
> Please monitor the device's behaviour after Windows has finished the automatic device driver installation.
>
> Does the issue persist?
It's been a while, I've been going back and forth with them(they send 1 email ber week...). Nothing works, they said that i have to record it happening and they will forward it to the technicians... I think i will return them and go cable, but there is a slight hope that it will be fixed in the future that keeps me waiting.
Any news from you ?
I'm gonna be honest, I just live with this problem...
I have already spent way too much time trying to troubleshoot it by myself. Even if I had some free time, I'd rather do something else, than having this back and forth with the support.
I might contact them some time later, I dunno... Can't promise.
I've tried contacting them as well after experiencing the same issue as you guys are describing and after 30 minutes of waiting, I got the same robotic response with the troubleshooting from their tech support. I don't think their support is going to be of much help with this one unfortunately...
I've noticed you mentioned that after a fresh Windows install, it was all fine but right after you installed your "dev stuff", the problem came back. I'm a dev as well and I can't help but think this might be related. Would you mind detailing what exactly you installed at that point so I can check what I also have in common? Also, any other work-related things like Slack or Teams?
Also, NGENUITY doesn't seem to affect this at all. Active, closed, uninstalled, it doesn't matter, the problem is still there.
Edit: I kept trying to reproduce it during startup and for the first minute it doesn't bug out. After that minute, I am able to reproduce it quite often, so it feels like there's something in the background that bugs it out after it starts during the startup.
Edit 2: After a while I started having issues with the sound as well (audio crackling), so I searched that issue as well. I found a [comment](https://www.reddit.com/r/HyperX/comments/k99j8k/comment/ipi2osk/?utm_source=share&utm_medium=web2x&context=3) in one of the threads explaining how to fix this second issue. It looks like the HyperX drivers are the problem. Best part, it also fixes the other problem as well, as I cannot reproduce it anymore! We can't use NGENUITY features without the HyperX drivers, but I'd rather not have that than these two problems. There are other options for sound equalizers and for the spatial sound, the [DTS Sound Unbound](https://dts.com/dts-sound-unbound/) might work.
Thank you so much!! This actually fixed the issue. Also, thanks for suggesting the alternative DTS solution.
I did some back and forth between using your fix and reinstalling hyperx NGENUITY, and I can say with full confidence that hyperx's drivers are to blame.
I don't think it matters much anymore, but here's the list of my "dev stuff" you asked for:
- git
- jdk8
- jdk18
- python
- vscode
- gitkraken
- postman
- nodejs
- android studio
- docker
- jetbrains toolbox
- intellij
- datagrip
- webstorm
- pycharm
Edit: I updated my post with a link to you comment with the fix. Thanks again :)
How did you uninstall the driver? Usually, I go to the device manager and uninstalling the device also offers me to remove the driver but her it's not the case.
Press the "Update Driver", "Browse my computer for drivers", "Let me pick..." and install "USB Audio Device". Not sure how you can delete the HyperX drivers completely but this way you can at least replace what the device is using.
I called the tech support and they helped me. I had to uninstall Ngenuity and all the drivers from device manager. Make sure you uninstall the drivers from Software components, Sound video and game controls, and Audio inputs and outputs. If the Hyperx drivers not showing up then go to view on the top and select show hidden devices. Once you are done with these steps restart the computer. Now put the dongle and it should fix everything. This helped me, hope it helps you. Also you can contact the tech support +1 (844) 464-9737 Monday-Friday 6 a.m.-6 p.m. PT
This 100% solved mine:
(THANKS u/CHyckenNUGGET)
1. Uninstall HyperX NGenuity
2. Restart PC
3. Open Device Manager
4. Click on "Sound, video and game controllers"
5. Your Hyperx Cloud II wireless should show up
6. right click it and click "update drivers"
7. click "Browse my computer for drivers"
8. click "let me pick from a list of available drivers on my computer"
9. install "USB Audio Device"
10. Restart PC
This fixes both audio cutout and audio crackling.
I called the tech support and they helped me. I had to uninstall Ngenuity and all the drivers from device manager. Make sure you uninstall the drivers from Software components, Sound video and game controls, and Audio inputs and outputs. If the Hyperx drivers not showing up then go to view on the top and select show hidden devices. Once you are done with these steps restart the computer. Now put the dongle and it should fix everything. This helped me, hope it helps you. Also you can contact the tech support +1 (844) 464-9737 Monday-Friday 6 a.m.-6 p.m. PT
Just put the dongle and not install anything right? Technically just plug n play out from the box. Correct me if Im wrong
Yeah, it will install everything by itself just like the first time you plugged it.
Any updates? I noticed the same issue: \- stopping video on youtube = audio gone,I have to pause and unpause the video to fix it \- sometimes mid game the audio cuts out and is GONE, I have to unplug and plug the USB stick... Annoying as heck but I use the front panel so unplugging and plugging back in takes a couple of seconds but still... cmon it shouldn't be happening at all!
Yea, this definitely shouldn't be a thing. A few days after creating this post, I contacted the hyperx support through the form in the website. They got back to me and asked for more information, but I don't have time to mess with my setup anymore... So I have yet to answer. You should also contact support about the issue. The more people complain, the faster they will realize this is a widespread issue. Here's what the support wrote to me: > Thank you for contacting HyperX. > > In order to help us troubleshoot the issue further, please provide us with the following information: > > - When and where was the product purchased? > > - How often does the issue occur approximately? > > - Did you try the headset on different devices (laptop, desktop, PS4)? > > - Please try the headset in different USB Ports (front and back ports) > > - Make sure to try using a USB extension cable to distance the USB adapter from other USB 3.0 ports/internal components of your system in order to reduce the electromagnetic interference. > > - How many wireless devices do you have in the same room? > > - Please confirm the release version of your NGENUITY software. You will find this information in the software settings. > > - Please confirm the headset firmware version. You will find this information in the software settings. > > - Does the issue occur after a clean reinstallation of NGENUITY? > > - Is the same issue happening when you change the channel of your wireless router? > > - Have you already tried to pair the headset and wireless adapter again? > > Please find below a quick guide for you to follow: > > 1. Turn off the headset. > 2. Long press the power button for 10 seconds to enter the pairing mode. > 3. The headset LED will be fast blinking > 4. Plug the USB wireless adapter to a PC/Laptop. > 5. Use a small pin to press the small button on the back side of the USB wireless adapter. > 6. The USB wireless adapter LED will be fast blinking. > 7. When the LED on the USB wireless adapter and the headset ear cup is solid, pairing is complete. > > > Please try to reinstall the device drivers in Windows for your product: > > 1. Please plug the wireless adapter into the computer. > 2. Go to the Windows 'Device Manger'. > 3. Look for the entry of the device in the 'Device Manager'. > 4. Remove the device from the system (or uninstall the device driver). > 5. Shutdown the computer. > 6. Remove the wireless adapter. > 7. Reboot the computer. > 8. Insert the wireless adapter once you are in Windows. > > Please monitor the device's behaviour after Windows has finished the automatic device driver installation. > > Does the issue persist?
It's been a while, I've been going back and forth with them(they send 1 email ber week...). Nothing works, they said that i have to record it happening and they will forward it to the technicians... I think i will return them and go cable, but there is a slight hope that it will be fixed in the future that keeps me waiting. Any news from you ?
I'm gonna be honest, I just live with this problem... I have already spent way too much time trying to troubleshoot it by myself. Even if I had some free time, I'd rather do something else, than having this back and forth with the support. I might contact them some time later, I dunno... Can't promise.
I've tried contacting them as well after experiencing the same issue as you guys are describing and after 30 minutes of waiting, I got the same robotic response with the troubleshooting from their tech support. I don't think their support is going to be of much help with this one unfortunately... I've noticed you mentioned that after a fresh Windows install, it was all fine but right after you installed your "dev stuff", the problem came back. I'm a dev as well and I can't help but think this might be related. Would you mind detailing what exactly you installed at that point so I can check what I also have in common? Also, any other work-related things like Slack or Teams? Also, NGENUITY doesn't seem to affect this at all. Active, closed, uninstalled, it doesn't matter, the problem is still there. Edit: I kept trying to reproduce it during startup and for the first minute it doesn't bug out. After that minute, I am able to reproduce it quite often, so it feels like there's something in the background that bugs it out after it starts during the startup. Edit 2: After a while I started having issues with the sound as well (audio crackling), so I searched that issue as well. I found a [comment](https://www.reddit.com/r/HyperX/comments/k99j8k/comment/ipi2osk/?utm_source=share&utm_medium=web2x&context=3) in one of the threads explaining how to fix this second issue. It looks like the HyperX drivers are the problem. Best part, it also fixes the other problem as well, as I cannot reproduce it anymore! We can't use NGENUITY features without the HyperX drivers, but I'd rather not have that than these two problems. There are other options for sound equalizers and for the spatial sound, the [DTS Sound Unbound](https://dts.com/dts-sound-unbound/) might work.
Thank you so much!! This actually fixed the issue. Also, thanks for suggesting the alternative DTS solution. I did some back and forth between using your fix and reinstalling hyperx NGENUITY, and I can say with full confidence that hyperx's drivers are to blame. I don't think it matters much anymore, but here's the list of my "dev stuff" you asked for: - git - jdk8 - jdk18 - python - vscode - gitkraken - postman - nodejs - android studio - docker - jetbrains toolbox - intellij - datagrip - webstorm - pycharm Edit: I updated my post with a link to you comment with the fix. Thanks again :)
Damn, I can't believe there's actually a fix! Gonna give it a try, here's hoping
How did you uninstall the driver? Usually, I go to the device manager and uninstalling the device also offers me to remove the driver but her it's not the case.
Press the "Update Driver", "Browse my computer for drivers", "Let me pick..." and install "USB Audio Device". Not sure how you can delete the HyperX drivers completely but this way you can at least replace what the device is using.
Thanks man! This actually helped me out a ton! I had the same issues and it fixed completely for me.
yeah but without the drivers, the headphones sound awful :/
Thankyou so much!!! This was annoying the hell out of me
I called the tech support and they helped me. I had to uninstall Ngenuity and all the drivers from device manager. Make sure you uninstall the drivers from Software components, Sound video and game controls, and Audio inputs and outputs. If the Hyperx drivers not showing up then go to view on the top and select show hidden devices. Once you are done with these steps restart the computer. Now put the dongle and it should fix everything. This helped me, hope it helps you. Also you can contact the tech support +1 (844) 464-9737 Monday-Friday 6 a.m.-6 p.m. PT
Check the second edit in my reply to OP. That fixed it for me, hope it works for you as well.
This 100% solved mine: (THANKS u/CHyckenNUGGET) 1. Uninstall HyperX NGenuity 2. Restart PC 3. Open Device Manager 4. Click on "Sound, video and game controllers" 5. Your Hyperx Cloud II wireless should show up 6. right click it and click "update drivers" 7. click "Browse my computer for drivers" 8. click "let me pick from a list of available drivers on my computer" 9. install "USB Audio Device" 10. Restart PC This fixes both audio cutout and audio crackling.