Please try the following steps in order:
1. RESET PRIME to Default
Move your mouse to the top-right corner of XPG PRIME. Hover over “Hi, Guest ” to reveal the “Reset” function. Click the Reset button to reset PRIME software to default settings.
2. RESET keyboard or mouse to Default
Keyboard: Hold FN + ESC for 5 seconds.
Slingshot Mouse: Hold Forward Button + Backward Button + DPI Button for 5 seconds.
3. Enter Settings menu and check both product firmware and PRIME versions. If either firmware is not the latest available version, please UPDATE to the latest version.
4. If the problem remains, please Contact us and provide the following information:
Product Firmware and PRIME versions.
Photos/Videos of the problem.
How to reproduce the problem (scenario or steps).
