Check this guide for general troubleshooting.
If you have an issue with your Pulsar mouse and you're unable to fix it, you must try to identify the origin of the issue, and find out if there is a part of your products that is defective. If your product is defective, contact your seller. If you bought from Pulsar.gg or your seller is unable to assist, send us a ticket on pulsar.gg/support mentioning that you have tried all the tests included in this article, and we will help you find a solution.
Here are a few things you should try to identify the cause of your issue and see if you can fix it yourself:
Check the manual instructions: You can find them here, after selecting your mouse model, and then going to MANUAL / SPEC.
Computer and set up test:
- Have you tried a different PC?
- Have you tried a different USB port?
- Have you made sure the USB port you're using is 3.0 or higher? If so, have you tried a USB port 2.0 as well?
- Have you tried disabling and enabling your mouse and USB drivers? (Windows Menu > Device Manager > Mice and other pointing devices > Disable driver > Enable driver, Universal Serial Bus controllers> Disable driver > Enable driver)
- Have you tried removing all other devices plugged in your PC?
- Can you hear a sound from your computer when you plug in the receiver/mouse?
- Have you tried putting away any objects on your set up that may interfere with the signal?
- Have you tried a different mousepad?
Software test:
- Have you tried uninstalling and reinstalling the latest software?
- Have you tried running the software as admin?
- Have you tried updating the firmware for both dongle and mouse?
More information on how to do that on this page:
https://support.pulsar.gg/support/solutions/articles/67000682624-how-can-i-update-the-firmware
- Have you tried changing the sensitivity, scrolling speed, double click speed, LOD, Ripple Control, Motion Sync, Polling rate and DPI settings?
- Have you tried turning off Turbo Mode (if available)?
- Have you tried pairing your mouse again?
More information on how to pair your device on this page:
https://support.pulsar.gg/support/solutions/articles/67000682285-xlite-wireless-pairing
Battery test:
- In the software, change your polling rate to 125Hz, and DPI Effect to OFF. How many hours does your battery last?
- When plugging your mouse into your computer, what is the color and effect of the LED?
- Turn off your mouse, plug it in directly with the cable, does it work? What color and effect is the LED?
- Have you tried charging your mouse with the ON/OFF switch OFF?
- Have you made sure your dongle is not connected while you charge your mouse?
- Have you checked that your mouse battery is really depleting fast, and it's not just the battery percentage being inaccurate?
Switch test:
- Try this test: https://www.onlinemictest.com/mouse-test/
Cable test:
- Have you tried using a different cable?
- Have you plugged in the cable all the way in the mouse? (Halfway only charges)
- If you're using a 1k dongle, have you tried plugging in the receiver directly in your USB port?
- Does your mouse LED react when plugged in?
Receiver problem:
- Does your mouse work in wired mode?
- Have you tried a different USB port?
- Have you tried both 2.0 and 3.0 USB ports?
- Have you tried keeping the cable away from high-speed USB 3.0 (or higher) cables or external hard drives that are transferring data?
- Have you tried disabling and enabling your mouse and USB drivers? (Windows Menu > Device Manager > Mice and other pointing devices > Disable driver > Enable driver, Universal Serial Bus controllers > Disable driver > Enable driver)
- Have you tried putting away any objects on your set up that may interfere with the signal?
- Have you tried removing all other devices plugged in your PC?
- Have you tried pairing your mouse and dongle again?
More information on how to pair your device on this page:
https://support.pulsar.gg/support/solutions/articles/67000682285-xlite-wireless-pairing
- Have you tried a different computer?
Keyboard
- Have you tried changing the switch of your key using the tool that was provided in the box?
- Have you tried updating the firmware?
- Have you tried performing a factory reset by pressing Fn + Esc for three seconds? (Note: This will reset your settings)
- Have you tried using a different cable, and a different USB port?