Symptoms: Model O / O- randomly disconnecting when using or moving the Model O or O- mouse. 

Issue: Your Model O / O- cable may have a faulty or disconnected internal wire.

Solution: Contact customer support for resolution.


If you are experiencing any disconnection issue with your cable please follow the instructions below to fill out a support form. As soon as we receive and verify your form, we will help you quickly resolve this problem. We apologize for any inconvenience this issue may have caused you.


Procedure for creating a RMA for your mouse:


1. Go to our Submit a Ticket portal.

2. Complete the form, including your Product, Model, Serial Number, and Problem (make sure you choose the correct Problem and then Issue/Device as this will make it possible for us to respond ASAP. The Serial Number is found on the product tag attached to your USB cable. 

3. Enter a short description, for example: "Model O Disconnecting", then use the + Attach a file link to attach a video that shows the issue, including your serial number on your product tag, and your Order ID. This helps us verify the ownership of your video.


Note: If you do not provide the necessary details in the video, this WILL delay your request. 


4. Once we receive your ticket, you'll receive an e-mail confirmation. Please allow us 3-5 business days to verify your ticket and we will respond back to you with further instructions.