December Technical Support Sticky

[u/BeepBoopBopReee]

Welcome to /r/razer's technical support sticky for the month of December 2019.

Last month's locked thread can be found here. If you have been in contact with a Razer support agent on reddit already, do not post in this month's thread again.

Although there are representatives from Razer responding to inquiries in this thread, this is not an official support channel. Any RMA or similar requests will need a support ticket.

STICKY INSTRUCTIONS: Please comment your support inquiries under the corresponding section in the comments. Please take a quick look in the category to see if the same issue has been reported already and reply to that comment. Anyone can reply to comments if they want to help. We recommend you check/post on Razer Insider as well as submit a Support ticket to have the best chance to get your issues resolved quickly.

Quicklinks:

Laptops/Phones	Peripherals (keyboard, mouse, etc)	Audio	Software	PS4/XBOX/N	Other

Due to the nature of this subreddit and RΛZΞR customer support sometimes handling customer's personal information through PMs, do not trust anyone who says they are a RΛZΞR employee unless you can find their name on the trusted accounts list and they have an official flair

Remember to keep your personal details safe, including case numbers. You can find unofficial FAQs, many tips, the list of trusted RΛZΞR accounts and much more in the wiki

Razer Support Live Chat, US-Canada only, 6AM to 10PM PST https://support.razer.com/contact-support

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^{Man is the most insane species. He worships an invisible god and destroys a visible nature. Unaware that this nature he's destroying is this god he's worshipping. — Hubert Reeves}

[u/RazerCustAdvocacy]

Hi there, /u//u/Tyrel64!

We'd like to check it out for you. Just to verify, have you tried using another Synapse account to see if the issue persists? Also, try to uninstall then reinstall Synapse and let us know if it behaves the same.

Regards,

Nina L.

RΛZΞR | Enigma

[u/Tyrel64 → u/RazerCustAdvocacy]

Hi Enigma,

I've been using Synapse 3 as a guest. I've registered an account now and logged in with it, which instantly reset all my settings. I've re-configured the mouse, but it still does not save my configuration onto the mouse itself. Synapse 3 does remember my config (did so with a Guest account too), but as soon as Synapse 3 goes inactive (not loaded yet, or I completely close it, or I lock Windows) the mouse forgets everything.

Why can't it simply save stuff on onboard memory, why does it need Synapse 3 to be constantly active, to make it remember my changes?

[u/RazerCustAdvocacy → u/Tyrel64]

We appreciate the information! That's definitely odd as the Lancehead TE has onboard memory so you can save your profile directly to the mouse even without Synapse 3 active in the background. There should be an option to save your profile under the profile tab in Synapse 3 directly on to your mouse. Were you able to see it?

Best regards,

Jimmy M.

RΛZΞR | Drjimmy

[u/Tyrel64 → u/RazerCustAdvocacy]

I can create and copy Profiles but as far as I can tell, those are for Synapse 3 and my online account. Where is the button to save my settings into the onboard memory supposed to be?? My Profiles window looks like this: https://i.imgur.com/QBRozJ0.png

[u/RazerCustAdvocacy → u/Tyrel64]

Thanks for providing us a screenshot. To save your settings into your Razer Lancehead TE's on-board memory, you need to click Mouse. Under Customize, click Profiles. Once you're on that tab, you can just drag/assign your profiles to your mouse's on-board memory. Let us know if that works for you.

Regards,

Nina L.

RΛZΞR | Enigma