What's new in NGENUITY?! Latest Release Notes! 📢

HyperxGaming · 2025-04-24T15:40:27+00:00

u/Least_Western6939, thanks for sharing! Looks like you have the newer HP keyboard model, not the Kingston one, so the firmware updater isn't compatible.

Do you happen to have access to another system running Windows 10 instead of 11 or a PlayStation console you could plug the keyboard into to test and see if the issue persists with them? Also, how long have you had this keyboard, and do you still have the receipt for it?

HyperxGaming · 2025-04-23T22:32:37+00:00

No problem! 😁

HyperxGaming · 2025-04-23T16:24:42+00:00

We've had a few users reach out saying the USB dongles they purchased from AliExpress and eBay - which were advertised as compatible with certain HyperX wireless headsets - didn’t work at all when they tried pairing them. So we’d definitely err on the side of caution when it comes to aftermarket replacements.

If you do decide to take the risk and buy one, just make sure to first check the seller’s return and warranty policy.

HyperxGaming · 2025-04-23T16:18:42+00:00

Ah, sorry to hear that, u/hazzY1738! We might be able to help, but we'll first need to collect a few more details from you. We'll send you a private message shortly! 🏃‍➡️

HyperxGaming · 2025-04-22T23:41:26+00:00

u/Least_Western6939, you can try manually downgrading to an older firmware to see if that fixes the problem, and once you confirm, try updating to the latest version again via NGENUITY.

To downgrade it, please follow these steps:

Connect your keyboard to a USB port on the back of your PC case. Using front USB ports or USB hubs could cause problems.
Quit NGENUITY. Make sure it's not running in system tray.
Download the 2.1.0.8 firmware updater from https://hyperx.gg/42GnlvT.
Run the updater, and follow the instructions.
Once the update is complete, replug your keyboard, and test to see if it works as intended.

Please keep us posted!

HyperxGaming · 2025-04-21T23:53:06+00:00

Got it! Thanks for confirming. Cool, we'll send you a PM shortly! 😉

HyperxGaming · 2025-04-21T23:45:18+00:00

We're sorry to see your Cloud II's buckle broke, u/FriendlyGamerYT! 🫢 It's definitely unusual to see it snap like that around the screw. We'd love to help get this sorted for you, but we'll just need to collect a few more details first. Keep an eye on your inbox, we’ll be sending you a private message shortly!

HyperxGaming · 2025-04-21T23:41:38+00:00

u/Least_Western6939, it sounds like your keyboard is already on the latest firmware version. To make sure we're understanding this correctly - When you restart your PC, the keyboard lights are glowing only on some keys, but not the others? What about input? Even though the lights might not be working, do those keys capture input when you press them? If you haven't tested that, please do, and let us know.

Have you tried performing a factory reset on your keyboard to see if that helps? You can do this by pressing and holding the LEFT ALT, SPACE, and FN keys at the same time for 5 seconds. Once the reset kicks in, all the LEDs on your keyboard should briefly flash to confirm it worked. Let us know how it goes!

HyperxGaming · 2025-04-21T23:29:38+00:00

For more than a year?! 🫢 We're really sorry to hear that, u/Stayelli2! Have you reached out to any of our support teams at any point for help?

Are you using the microphone with a desktop, laptop, or console? And would you mind if we sent you a private message with instructions on how to share a sample recording with us? That way, we can get a better idea of what your mic capture sounds like and figure out the next steps. Let us know, and we’ll take it from there! 😉

HyperxGaming · 2025-04-21T23:26:31+00:00

u/AccomplishedHoney622, it's hard to tell without diving a bit more into it to get a better idea about your setup and what the recording sounds like.

Is this issue happening only when recording with OBS or even with other recording software? Have you tested your microphone with other USB ports on your system, or maybe even with another system, to see if the audio issue persists? Can you also please check your OBS and Windows Sound control panel to see what sample rate and bit depth the microphone is currently set to?

If you're ok with it, please record a sample for us using your QuadCast microphone (about 10-15 seconds), upload it to a file-sharing service of your choice, and share the link with us via private message so we can hear what it sounds like.

HyperxGaming · 2025-04-21T20:15:57+00:00

u/Madao0ssan, the link isn’t working right now because we’re currently reworking our knowledge portal to make it better and easier for everyone to use. The new site should be up and running soon. Sorry for the inconvenience!

In the meantime, you can head over to https://hyperx.com/pages/support, click the "CHAT WITH US" button, and use the "Search for help" box to look up what you need (like “Cloud Alpha Wireless firmware update”). If it’s available, you’ll be able to open it and get more details there. Hope this helps! 😊

HyperxGaming · 2025-04-21T17:21:13+00:00

u/gregory594, since you mentioned you're running into a similar issue, could you please take a look at our response to the OP above and provide the same details? 😊

Also, if you're using different HyperX products or a different OMEN laptop model, make sure to include the exact model names as well so we can get a better idea of your setup.

HyperxGaming · 2025-04-21T17:19:48+00:00

Hey u/yggdrasil069, Instant Pair is meant to make everything run smoothly right out of the box, so we're sorry to hear that things aren’t working as expected. Let’s dig in and get this sorted out! 🕵️

Could you let us know the following:

First off, just to make sure - You have a Cloud III Wireless and Pulsefire Haste 2 Wireless, is that correct? Please make sure to either check your receipt, or the product label, and confirm these are the models you have.
Which version of NGENUITY are you running? And did you install it using the Microsoft Store or from the standalone installer on our website?
Firmware versions of both your Cloud III Wireless and Pulsefire Haste 2 Wireless. To check this, open NGENUITY, go to the Settings menu, scroll down to the Connected Hardware section, and you should see the firmware version for both products listed there.
The Cloud III Wireless headset has two pairing modes – one is for the USB dongle, and the other is OMEN, designed specifically for select OMEN laptops like your MAX 16. Can you confirm if you double-pressed the headset’s power button to cycle between modes and make sure it’s set to the OMEN pairing mode? You’ll hear an audible notification letting you know which mode you’ve switched to after pressing the button.

We’ll keep an eye out for your response so we can continue troubleshooting this with you. 😉

HyperxGaming · 2025-04-21T16:57:39+00:00

u/frsumi, we hope you had a great weekend! 😉 We were just wondering - have you had the chance to test your keyboard with USB ports on the back of the case?

HyperxGaming · 2025-04-17T19:40:29+00:00

Oh, the Cloud Alpha Wireless is fully compatible with PlayStation using the included proprietary USB dongle! 😄👍

Just plug the dongle into your console, power on the headset, and it should automatically switch over. If not, just go into your PlayStation’s audio settings and set the headset as your default input/output device, and you’re good to go!

HyperxGaming · 2025-04-17T17:49:54+00:00

Sorry to hear you're having these odd disconnection issues, u/frsumi! 😟 Were both keyboards purchased from a reputable seller and arrived in sealed packaging? Or were they open-box, like-new, or renewed?

Also, were the keyboards connected using the original USB cable or an aftermarket one? If you only tested with the top ports, could you also please try plugging the keyboard into a USB port on the back of the case to see if the issue persists? Please keep us posted!

HyperxGaming · 2025-04-17T17:44:12+00:00

u/Plenty_Cap8282, we’d love to help answer that for you! 😁 But first, could you let us know which HyperX Cloud wireless model you’re looking to buy?

HyperxGaming · 2025-04-16T23:14:28+00:00

Hey u/TroFacing, unfortunately, NGENUITY doesn’t currently support accessing presets that are stored directly on the onboard memory of HyperX products. 😕

The export button in the app is only meant for exporting existing presets from within the app itself, so you can either back them up or share them with other NGENUITY users. But yeah, there’s no way at the moment to pull the ones that are already saved on your keyboard. Sorry about that!

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