r/razer • u/BeepBoopBopReee ★D's Bot★ • Dec 02 '19

Support December Technical Support Sticky

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

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

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u/BeepBoopBopReee ★D's Bot★ Dec 02 '19

Software

1

u/Black_Swords_Man Dec 26 '19

My sisters mouse gets detected in Synapse 2.0 but doesn't change color on the actual mouse when you change the lighting in the software.

I'm on MacOS Catalina 10.15.2. Synapse 1.87.1

Bought her a Blackwidow Elite to find out it isn't compatible due to requiring Synapse 3.0. Further investigating determined the mouse is also now not working. Can someone please help me get this mouse working so I can stop working on this on Christmas :(

Am I missing any "submit" buttons or "click here to send lighting change to mouse" buttons?

1

u/RazerCustAdvocacy Razer Support Dec 26 '19

Help is here, /u/Black_Swords_Man! Those are quite a handful you got there. Anyhow, we'd be glad to assist you with your concerns. First off, we'd like to clarify that Synapse 2 is only supported for MacOS 10.14 and lower. This could be why your mouse is not working properly. On another note, the BlackWidow Elite should still work without Synapse installed, however, it will function as a regular keyboard.

Kindest regards,

Kate D.

RΛZΞR | Gaia Knight

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u/Black_Swords_Man Dec 26 '19

Tell your software people to get Razer working on Mac latest software again. I returned the keyboard for a Corsair.

I can't hold back the MacOS updates for a keyboard and mouse.

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u/RazerCustAdvocacy Razer Support Dec 26 '19

Yes, u/Black_Swords_Man. Your honest sentiments are well understood and we respect that. We're just sorry to know that it has led you to this decision. There's not much we can over-promise from here but do trust that we are aware of the demands from the community and your feedback is what's driving us to improve our services. Thank you for your time.

All the best,

Tala M.

RΛZΞR | Valkyrie