Goliathus mousepad light strip dim and unlisted in Synapse or Windows devices

Relevant images: https://imgur.com/a/ifsGoUu (not sure how uploading images to forums works) Sometimes my Goliathus will show up in Synapse and Windows, but most of the time it's like this. The last setting I had it on was all white but much brighter like the rest. It's clearly receiving power since it lights up at all, but it doesn't matter which USB port I plug it in to. Sometimes it will be recognized, but I haven't cracked the rhyme or reason for it. I attempted to initiate an RMA claim but I keep getting a network error. Where do I go from here?