Not to state the obvious, but have you enabled the “roll” axis by making your own named profile and customising the “sensitivity” page for it?
Perhaps follow the settings on here:
Maybe that extra software you mentioned is muddying the waters. I don’t think you need it. Works perfect without it for me.
Does sound like you are too close to the sensor though. Or it’s in the wrong vertical position / angle relative to your face. Can you send a photo of your setup from your point of view?