Do you know if the controller he is using has rechargeable batteries ? If so have him disconnect them, they may be drawing to much power from the keymander and causing issues with the audio.

Also for the Macros make sure you press F11 to enable them.

Thank you for the reply. No he's using regular disposable batteries. Also I am aware of f11 to enable macro keys. I make sure it's enabled and like I said they work for about 30 seconds until I unplug keymander from the Xbox and then plug it back in and it works for another 30 seconds. I'm thinking maybe I should press the reset button on the keymander and rebuild profile. Now the setup that he's using for pubg is placed in current and not profile could that be a problem?

Ahhhh, ok I know the problem now. You are experiencing a glitch in the firmware that is caused by a software corruption of some type. Our engineers are working on a patch to prevent this from happening, but for now we will need to work around it. Let me look for the steps we used to fix it.

Ok, disconnect all cables from the KeyMander. Reconnect and restart the software. You may have to enter the mouse dpi again. You should be back to normal.

Okay now what do you mean by restart software because it's being used while not hooked up to a PC? The only time it's hooked up to a PC is when I'm reconfiguring the keys.

Ok, then start by disconnecting the cables and reconnecting everything to the console. Test the system and see if the problem still exists. If so, we will need to do a little more work to remove and reimport your profiles, but let us know first.

First thing I did was reset it got rid of the one profile and rebuilt it. Work fine for about 20 minutes then certain key stopped working and when I went to the Xbox One dashboard it started going crazy like I was pressing multiple keys at once. Unplugged all wires plug them back in it worked for maybe about another 15-20 minutes had to do the same thing. Then I had to do it for a third time. Can you guess what happened? My Xbox shut off and now won't turn on. So now either my power brick is broken or my Xbox is because of your poorly built crappy product. The keymander that my friend purchase is absolutely faulty and I hope you refund his money back or at least give him a new one if he wants it but I will not recommend. Now I'm stuck with a broken Xbox or broken power supply. Your move now what are you going to do about it?

Your Xbox is not broken, and your power brick should be fine. If you a connected component was drawing too much power through the USB port the Xbox will shut off as a protection measure. Here is the reset procedure for external power supply equipped Xbox One models. The operating current of the KeyMander is less than 100mA and cannot draw excessive current on it's own, but certain keyboards can draw close to the 500mA limit of the USB port so we provide an additional power input on the KeyMander to connect an external power source if you experience power related shutdowns. It is unlikely his KeyMander is faulty, but it has a 3 year warranty so we will of course take care of it for him. With the additional details you provided it sounds like there are multiple issues that need to be addressed.

[1] It is possible that the KeyMander firmware is corrupted. If the KeyMander is left on and the KeyMander app running in the background for extended periods while the Xbox is off, a software conflict could cause a firmware glitch when the Xbox is restarted. It is unusual, but since we don't know what is running on the PC, it is harder to diagnose over a forum. Thankfully however, we don't necessarily need to go through all that troubleshooting to get the KeyMander working correctly. We can walk you through the process after we confirm the bigger issue of getting the Xbox to turn on.
[2] Once the Xbox is powered on we need to resolve what appears to be an excessive current draw that results in a system shutdown. What keyboard and mouse are being used with the KeyMander?
[3] If while playing the game he has intermittent audio but does not lose control ability, that can indicate one of two issues. The most common problem is either a bad cord on the headset (usually where it meets the connector) or a problem with the Xbox One controller's connector port. This usually happens if the controller is repeatedly dropped with the headset plugged in, or if the cable is caused to put excessive lateral pressure on the audio port connector. If you have a second headset this is easy to troubleshoot. If the second headset has the same problem, switch controllers and it will likely be resolved. The other time this happens is if the micro-USB cable connecting the controller and the KeyMander is loose or has a poor connection. If the cable becomes disconnected, the system will provide an error message on-screen saying to reconnect the controller. However, a slightly loose cable may only drop audio while the system remains working.

Let us know once you have the Xbox powered back up and what keyboard and mouse are connected, and we can help you solve the problem.

Well after troubleshooting my Xbox power brick is broken which is going to cost me $50 so I guess that's just a coincidence? Luckily it was not my Xbox and I will be getting a replacement tonight. Like I said after I unplugged the keymander for a third time my Xbox shut off and would not turn back on. The keymander was never left on while plugged in to my computer overnight. The mouse and keyboard that is being used with the keymander is Razer DeathAdder series. Now as far as his headset problem. He's using a brand new controller and he said it sometimes works. Now I tried it with my controller and my default headset and I did not have one single problem with voice chat but then again the game audio don't come through this headsets so it is possible that his headset is drawing way too much power for the keymander to handle. Also he uses that headsets everyday and never had a problem until using the keymander. Now you keep saying it's corrupt and I've been doing everything above to fix it and nothing seems to work. Now my Xbox power brick is broken and I'm out of 50 bucks. Usually when something is corrupted there's a way to reset it or reinstall previous firmware over top of it. You have not told me once to try that or if I could even do that. Your solution was to unplug everything from the keymander and plug it back in which after doing so multiple times caused the demise of my power brick.

Really so it's been 2 days and no response?

Day 4 and no response really great company lmao. Look my buddy wants a refund Newegg says this products not refundable how do we go about doing this?

It helps us if you use the reply function (the icon looks like this) so that we get an alert to your reply, otherwise comments can sometimes get missed and have a delay in response. We also are closed on weekends, so while we have some outside moderators, a technical question like this will usually need a staff moderator response.

As I mentioned above, I needed the answers and to know your Xbox was back working so we could take the next step, as I'd rather not send you down the path of a process that isn't necessary. As far as your power brick is concerned, I've torture tested the KeyMander with both Xbox One (internal and external power supply models) and PS4 units and have yet to have a unit shutdown that could not be restarted after power cycling (unplugging). I have however seen the power bricks fail, including a personally owned one, but none of them failed with a KeyMander attached.

Yes, there is a way to reload the firmware as shown in our step by step tutorial here, however before you begin please keep reading as we can help with this.

We have tested the Razor DeathAdder and are certain that isn't causing the issue, and it's extremely unlikely the headset is the issue either. Razer doesn't make a DeathAdder keyboard that I've seen, so if you can confirm the keyboard model that will be helpful. The DeathStalker Ultimate keyboard for example draws much more current than other models due to the built-in screen, so please let us know.

While we do not have any say in a retailer's sales policies, we do have full control of our warranty and will be happy to help him with an exchange if needed. While I don't believe there is any hardware issue with it, we can certainly either reload the firmware or exchange it and preload some profiles for his games. Additionally, if it turns out that his keyboard requires more current than a standard model, I can send it back with an additional cable to connect the Power Port to an additional power source. Please have your friend give us a call at our technical support number and ask for Marco who is watching this thread and can help expedite service for him. Our tech support number is 949-453-8782 or toll free at 866-9-IOGEAR.

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