u/Adventurous-Log-6561

Dear Support Team,

I’m currently using a Mac Studio M4 Max running macOS version 26.4.1 (fully up to date).

On February 28, I purchased an OWC Thunderbolt 5 Hub along with the following devices:

• Stream Deck Plus (with XLR Mark II Dock)
• Stream Deck XL

When I connect both Stream Deck devices through the Thunderbolt hub, I encounter a serious issue:
my original Stream Deck Plus (with the XLR Mark II Dock) begins to behave erratically. It stutters and becomes unresponsive, similar to a scratched CD/DVD or skipping record.

However, this issue only occurs when both devices are connected via the hub.

What I’ve confirmed:

• macOS is fully updated (26.4.1)
• Hardware is newly purchased
• Issue appears related to simultaneous connection through the Thunderbolt hub

Request:
Could you help determine whether this is:

• A compatibility issue with the Thunderbolt 5 hub
• A power/bandwidth limitation
• A driver or firmware conflict between devices

I’d appreciate any troubleshooting steps or recommendations.

Thank you for your assistance.

Dear Elgato Support Team,

I am writing to request assistance with a hardware issue involving my Stream Deck+ (original version).

There is a noticeable gap in the device casing. I previously contacted support and was told replacement screws would be sent, but I have not received them. At the moment, I am using tape to hold the unit together.

Additionally, when I move my desk or table, the device sometimes powers off unexpectedly. I believe this may be related to the missing or incorrect screws. I did attempt to purchase a replacement screw myself, but I was informed that it is not the correct type.

For context, I am disabled and rely on your products to help me control my computer with one hand. Your devices have been extremely helpful, and I truly appreciate the accessibility they provide.

I also wanted to mention that I am still waiting for updates regarding the Wave XLR Pro, as I have not received any recent information.

I would appreciate your help with:

• Sending the correct replacement screws for my Stream Deck+
• Guidance on fixing the casing gap
• Any troubleshooting steps for the power issue when the device is moved
• An update on the Wave XLR Pro

Thank you for your support and for creating products that improve accessibility.

Sincerely,

Luis Deleon Gonzalez

Hello,

At the moment, I’m using multiple Stream Deck+ units along with additional equipment just to manage and switch my microphone setup, which has become inconvenient. I would prefer a more streamlined solution, and the Wave XLR Pro seems like the ideal device for my needs.

Could you please provide any available details on when the Wave XLR Pro will be released or available for purchase?

Any updates or guidance would be greatly appreciated.

Thank you for your time and support.
Have a wonderful day.

Best regards,
Luis