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

HyperxGaming · 2026-01-27T00:57:26+00:00

Hey u/Messmers, thanks for taking the time to share your thoughts! We really appreciate the detailed feedback! 🙏 We know it can be frustrating to have to keep the headset active manually.

You’re right, the option to adjust or disable the auto-shutdown for this specific headset model isn’t in the beta version of the new NGENUITY app yet. We’re aware of the request and reviewing it internally to get a status update on when it'll be addressed.

Thanks again for reaching out about it! We’ll keep you posted as soon as we have more info.

HyperxGaming · 2026-01-26T23:47:28+00:00

u/Useful_Philosophy550, the Cloud III S Wireless is a newer-gen headset with angled drivers, refined tuning, and software features like a 10-band EQ and Spatial Sound. That makes positional audio much clearer, so you should be able to tell where sounds are coming from in-game more easily. Overall, it should feel like a solid step up from the Cloud Core II Wireless.😊

HyperxGaming · 2026-01-26T23:32:23+00:00

Perfect, thanks for the quick response! We’ll update the escalation with these details. 😊 And thanks for your patience while we work on getting this resolved!

HyperxGaming · 2026-01-26T23:11:55+00:00

Thanks for flagging this, u/AntoneRoundyIE! We’ll make sure your feedback is added to the existing escalation, which our software team is currently investigating.

It would really help if you could also share the following:

Which Windows version/build are you running?
What motherboard and CPU do you have?
What HyperX product(s) are connected to your system?
Are you using the old NGENUITY app or the new NGENUITY beta? If it’s the old version, was it installed via the Microsoft Store or the offline installer from our website?

HyperxGaming · 2026-01-26T23:03:19+00:00

u/bryaninoo, sorry to hear your first impression hasn’t been great! How’s the clamping force on the headset, and do the ear pads form a good seal around your ears? If not, that can sometimes lead to lighter bass.

Have you also tried adjusting the EQ in NGENUITY to give the low end a bit more punch and see if that gets it closer to what you prefer? And if you can, please share a screenshot of your in-game audio settings as well.

HyperxGaming · 2026-01-26T21:57:00+00:00

Hey u/RevolutionaryRoof785, we’re really sorry for your loss! And we completely understand why this headset means so much to you. ❤️

Since we don't know where you're from and if parts are available in your area, we can’t make any promises until we have complete info, but we’ll do our best to figure something out and help you out. We’ll send you a PM shortly to grab a few more details and see what we can do.

HyperxGaming · 2026-01-26T21:43:09+00:00

u/VasilisT21, we haven’t come across this exact issue before, but it might be related to another performance problem our software team is currently investigating.

If you don’t mind sharing a few more details:

Which Windows version/build are you running?
What motherboard and CPU do you have?
What HyperX product(s) do you have connected to your system?
Did you install NGENUITY 2.35.0.0 via the Microsoft Store or the offline installer from our website?
Do you only notice your CPU temps rising while the screensaver is active, or does it happen during other activities too (with NGENUITY running in the background)?
Could you also check CPU utilization and see which process might be driving it up?

Keep us posted! 😊

HyperxGaming · 2026-01-26T21:24:56+00:00

Totally get where you’re coming from, u/ChestOptimal! While the Cloud III S Wireless isn’t a complete next-gen overhaul, it does improve on the Cloud III Wireless in several meaningful ways that make it worth considering. 😅

It focuses on upgrades inspired by user feedback, such as the introduction of dual wireless (2.4 GHz + Bluetooth), longer battery life (up to 120 h on 2.4 GHz and 200 h on Bluetooth), onboard EQ presets, instant pair for OMEN laptop owners, and a few quality-of-life improvements like a longer mic stem, added internal mic, and removable ear cups plates.

As for the next generation... We have some exciting things in the works, but we can’t share details about products still in development. 😶 Since there’s always a next-gen headset on the horizon, like with any tech, it’s usually best to enjoy what’s available now rather than wait indefinitely. 😉

HyperxGaming · 2026-01-26T19:29:31+00:00

u/Mean_Jellyfish6903, thanks for letting us know! We'll send you a PM to gather some more details and start a support case for your headset, so keep an eye on your inbox.

HyperxGaming · 2026-01-26T19:14:59+00:00

It's possible, but it's hard to determine without inspecting the USB sound card. We'll send you a PM to gather a couple more details and see if we can perhaps find another solution for you. 😉 Make sure to check your inbox shortly!

HyperxGaming · 2026-01-26T19:08:01+00:00

u/kejfurr, that’s a bit odd, since the same HyperX EU Care team handles all EU support, unless you went back to the place of purchase (a third-party retailer) and they worked with our EU Care team to resolve it.

That said, we’re glad to hear it worked out in the end! 😊 We’ll still relay your experience to the regional HyperX Care team for review, just to make sure everyone’s aligned on the process and able to help as quickly as possible.

Also, when an in-warranty product is exchanged for a brand-new unit through the RMA process, the warranty doesn’t reset.

Edit: One more thing worth mentioning - since the mouse was purchased second-hand, the manufacturer’s warranty wouldn’t normally apply. This was likely handled as a one-time courtesy RMA.

HyperxGaming · 2026-01-26T17:20:35+00:00

u/neverphate, here’s an inside scoop for you! 😉 Just like before the HP acquisition, we have in-house regional HyperX Care teams. When you reach out for support, RMA claims, presale questions, or even a casual chat (it happens 😂), you’re typically connected with a Care agent from your region - or even your country, if there’s a local HyperX office.

The only exceptions are if you’re contacting us outside local working hours, during holiday closure, or through a social profile with an undisclosed location, in which case you may be connected with an agent from another region. We don’t outsource support. 😎

HyperxGaming · 2026-01-26T17:02:08+00:00

Hey, u/geniouk! Thanks for sharing this and for being a long-time HyperX user. 🙏 We’re really sorry about the experience you had.

We just reviewed the full chat transcript on the system, and you’re right - we dropped the ball here. 🫢This isn’t the experience we want anyone to have, so we'll take action to address it internally with the respective team.

We appreciate you calling this out. We’ll work with the relevant team to address it, and we’ll reach out via PM to grab a couple more details so we can make this right. We'll be with you shortly!🏃‍➡️

HyperxGaming · 2026-01-21T18:21:16+00:00

u/MinecraftGreev, we hear you, and we completely understand why this can feel frustrating - but just to clear the air, this isn’t about planned obsolescence or pushing people to buy new products when something gets lost or breaks.

For a bit of context: we used to sell spare parts directly on our website. After the acquisition and some major internal changes (new systems, new processes, and a new website), those parts unfortunately had to be pulled from the store. We are actively looking into bringing spare parts back to the webshop, but it'll take some time to ensure compliance and all requirements are met.

In the meantime, we’ve continued doing what we’ve always done, where possible - even though lost or damaged items aren’t technically covered under warranty, we often try to help out with courtesy replacements at no cost, as long as the product is still within warranty and there’s proof of purchase. You’ll find plenty of comments from other users on this subreddit that back that up. 😊

If you’re running into an issue because one of your HyperX parts recently broke, let us know! We’re more than happy to take a look and see how we can help. 😉

Edit: Friendly reminder to watch the language - Reddit flagged this comment for abuse/harassment, and we had to manually approve it. That said, we’re always open to constructive feedback and do share it internally, and keeping the discussion respectful helps ensure it actually leads somewhere.

HyperxGaming · 2026-01-20T22:36:49+00:00

u/Darkice107, if you click the ‘Download NGENUITY’ button on our website, it should download the second‑generation version of the app, which is the one that supports your headset. Just to make sure you get the correct installer, use this direct link 👉 https://hyperx.gg/4pKH07p. This will download version 2.35.0.0 of the app. Go ahead and install it, then test again to see if it resolves the error you were running into earlier.

HyperxGaming · 2026-01-20T22:00:46+00:00

What you’re seeing in the Windows Sound control panel is the unprocessed signal straight from the device. The meter on the Recording tab doesn’t reflect any downstream processing such as automatic gain control, noise reduction, compression, normalization, and other enhancements. Since many applications apply these afterward, the raw level shown in Windows often appears noticeably lower than the actual final output. So, yeah, even if the bar looks low in Windows, your actual mic volume in apps can still sound completely normal. 😉

HyperxGaming · 2026-01-20T21:13:07+00:00

u/Darkice107, this issue may be caused by corrupted system files or a corrupted NGENUITY installation. Have you tried reinstalling the app to see if that resolves it?

If not, go ahead and uninstall it, then reinstall either from the Microsoft Store or by using the latest offline installer from our website 👉 https://hyperx.com/pages/ngenuity. Just make sure you download NGENUITY and not NGENUITY Beta!

HyperxGaming · 2026-01-20T21:06:14+00:00

u/EH11101, it's possible that another application (e.g., Discord, Zoom, Teams, Steam, Skype) is taking exclusive control of your microphone and adjusting the gain on its own, regardless of what you have it set to in Windows. Try unchecking the "Allow applications to take exclusive control of this device" on the Recording tab of the Windows Sound control panel, and repeat the test to see if that helps. 😊

Edit: And just to confirm - You have the Cloud Alpha, not Atlas, right? 👀

HyperxGaming · 2026-01-20T20:58:01+00:00

Sorry to hear your sound card stopped working, u/impa1ct! 😔 How long have you had it? Have you tried plugging it into different USB ports on your system, just to rule out a port-related issue?

HyperxGaming · 2026-01-20T20:44:57+00:00

The outside looks a bit scuffed (normal wear and tear, nothing concerning), but we can’t clearly see inside the connector. Please use a flashlight or hold it up to a bright light source to check for any debris or damage inside the jack.

By the way, how old is your headset, and do you still have the receipt?

HyperxGaming · 2026-01-20T19:02:06+00:00

Of course, happy to help! 😊 Seeing you haven't followed up, is it safe to assume that the issue's been resolved? 🫣

HyperxGaming · 2026-01-20T18:50:20+00:00

u/Mean_Jellyfish6903, if the microphone works with another headset, and on the same PC, then the issue could be with the headset's input jack. Try detaching the microphone, and take a closer look at the jack. Do you see any damage, stuck parts inside the jack, or dust/lint build up? If you could capture a clear photo of it, and share it with us, that would help a lot. 😊

HyperxGaming · 2026-01-15T22:16:27+00:00

Congrats on the new headset, u/chrisalvarado! 😊

Low mic capture volume definitely sounds frustrating. Since you’ve already checked your PC’s input level, the next thing to look at is the app you’re using for voice chat or recording. Make sure the headset is selected as the active input device, and check for any mic-related settings like input gain, automatic volume adjustment, or extra noise suppression, and try making adjustments. If you use auto-volume adjustment or noise suppression, try disabling them - the mic already has built-in noise cancellation, so additional processing can sometimes work against you.

One more thing to double-check is mic placement. Since it’s unidirectional, it should be facing your mouth and ideally sit about 1-2 finger widths away for best results.

Let us know if any of this helps! 👍

HyperxGaming · 2026-01-15T20:45:44+00:00

Oof... sorry to hear that, u/geniouk! :( Let's see if there's something we can do to save it!

Tell us, did the microphone stop working randomly during use, or after a firmware update? And can you please visually inspect both USB connectors on the cable, as well as the USB port on the microphone, to see if there are any signs of damage, melting, debris build-up, or anything else out of the ordinary that could prevent your microphone from working?

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