① Where It Started: A System Upgrade Triggered the Issue
One day, we received a support ticket from a user who had just upgraded his Mac to the latest macOS Sequoia.
Right after the update, everything stopped working:
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The mouse was stuck in the top-left corner of the screen
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The keyboard was completely unresponsive
Strangely, everything worked perfectly fine on Windows.
At the time, the user was understandably anxious, as this directly affected his work, so he reached out to us for help.
② The Real Challenge: Compatibility Issues Can Be Subtle
At first glance, this seemed like a simple compatibility bug.
However, as more users began upgrading their systems, we realized the issue was more complex than expected.
If not addressed in time, it could lead to:
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Existing users being unable to use their devices after upgrading
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Unnecessary misunderstandings about the product
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Increased returns and negative reviews
This was not just a technical issue—it was about user experience and trust.
③ Our Approach: From Firmware Suspicion to a Quick Solution
After receiving the report, our technical team immediately began analyzing the issue.
We soon identified that changes in macOS Sequoia compatibility behavior were triggering unexpected issues with older firmware.
We promptly provided:
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A newly updated firmware package
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A step-by-step upgrade guide
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A recommendation to complete the upgrade in a Windows environment
What reassured us most was what happened next—
After following the guide and updating the firmware, the user’s keyboard and mouse returned to normal immediately.
He reached out right away to let us know:
“It's fixed. Thank you so much!”
That moment brought real relief to our entire team.
But the story didn’t end there.
④ What Changed: Rethinking Legacy Device Compatibility
To prevent similar issues from happening again, we took this as an opportunity to reflect and take action:
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Proactively sourced a range of legacy keyboards and mice for compatibility testing
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Established a dedicated feedback channel for legacy device compatibility
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Added clear compatibility notes to manuals and our website
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Included more legacy device scenarios in every firmware testing cycle
None of these steps were strictly required—
but for our users, they made a real difference.
⑤ Customer Feedback
After the issue was resolved, the user left us a sincere message:
“Thank you so much. This was a great experience.”
For us, that meant even more than fixing a bug.
⑥ Closing Thoughts: Supporting Users Matters More Than Just Upgrading Technology
This experience reminded us of something important:
No matter how new or old a user’s device is, choosing to continue using our product is a form of trust.
Since then, every time we develop new features or release firmware updates, we think of this user.
He reminded us:
Technology should move forward—but users should never be left behind.
