Company says it dropped the ball, apologizes for wasting people's time
Logitech says an expired developer certificate is to blame after swaths of customers were left infuriated when their mice malfunctioned.
Various users took to social media complaining about a range of issues, from Logitech mice scroll directions changing, to mapped buttons not working as previously configured.
Some complaints were more impassioned than others.
Other users moaned about custom gestures no longer working, and any other custom configurations were also put at risk after the G HUB and Logi Options+ applications were confirmed as borked for macOS users on Tuesday.
Both applications are used for managing Logitech accessories. For mice, this includes everything from DPI settings and app-specific button layouts to how 1337 their RGB lights look. For keyboards, think customizable macros and other automations, and devices like webcams, presentation remotes, and streaming lights are also managed using this software.
Users reported trying to uninstall and reinstall the applications, only to be met with perpetual spinning wheels and a mouse that wouldn't play ball.
"The certificate that expired is used to secure inter-process communications, and the expiration resulted in the software not being able to start successfully," Logitech confirmed via a support page. "It is not related to internet connection and affects the Options+ offline installer as well."
The maker of the hugely popular MX Master series of wireless mice made a patch available to customers on Wednesday, although it must be installed manually.
"Because the certificate also affected the in‑app updater, you will need to manually download and install the updated version of the app," the support article explains.
Users can download a new patch installer for the respective mouse management apps, and Logitech said both should retain previously saved settings and configurations after being installed.
A Logitech spokesperson replying to angry Redditors said the company was sorry for the issue and resulting disruption.
They wrote: "We dropped the ball here. This is an inexcusable mistake. We're extremely sorry for the inconvenience caused."
They also responded to criticism about Logitech's communication surrounding the incident, and the delay in updating official web pages to reflect the issues.
Users reported frustrating experiences with customer service, and complained that the company's status page did not reflect the issues macOS users were facing.
"I'm really sorry that we wasted your time and that a message didn't get out sooner," the spokesperson said.
"We do have [access to user email addresses] for those logged in, [but] we had to get some approval to send out a communication and it's taking longer than it should. It will be sent as soon as Europe comes online. Not an excuse, a poor process that needs to be changed." ®