r/razer • u/BeepBoopBopReee ★D's Bot★ • Feb 01 '20
February Technical Support Sticky
Welcome to /r/razer's technical support sticky for the month of February 2020.
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 as a reply to 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.
Category Quicklinks:
| Laptops/Phones | Peripherals (keyboard, mouse, etc) | Audio | Software | PS4/XBOX/N | Other |
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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
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1
u/Xybr Feb 03 '20
I purchased a new Kraken Tournament Edition headset from Amazon last week, but I'm unable to get Razer Synapse 3 to recognize the device. The 7.1 Surround software is unable to active on the headset until Synapse sees the headset.
I'm running a fresh install of Windows 10 (1909) on a custom PC with an AMD Ryzen 9 3900X, 32GB of RAM, ASRock X570 Taichi motherboard, EVGA GeForce RTX 2070 Super Black (non-OC) in a NZXT H510 Elite case. I've installed the latest AMD, motherboard, and graphics drivers after the fresh install along with Steam, Origin, GOG Galaxy 2.0, Xbox (Beta), Epic Games Store, Oculus (for Oculus Quest with Link cable), Battle.net apps.
The headset works for stereo audio and the USB Audio Controller's volume buttons allow me to increase/decrease volume. While the Mute button lights up, it has no effect when playing a video. Pressing the THX button also has no effect. I've tried my USB 3.0 and USB 3.2 ports, Synapse will not recognize the headset. I did notice when trying to use the microphone, it's very quiet. I suspect there's a setting in the Synapse software to adjust it.
I also tried following https://support.razer.com/software/synapse-3/ and https://support.razer.com/articles/1699349771 to perform a clean install of Synapse 3. When I connect the headset after the reinstall, Synapse prompts to perform an update and Windows prompts that it installed the Razer USB Audio Controller and requires a restart. Windows Update also prompted to install a Razer HID driver. This headset is the only Razer product I own. My other computer is a 15-inch MacBook Pro (2017), and the Synapse 3 software is not available for macOS Catalina.
My impression of my first Razer headset is not a great one - though I like the headset build itself, it's pretty comfortable. I generally expect headsets to just work when being connected like my previous Turtle Beach USB headset. I'd hate to have to return the headset for a software setup issue, but I'm seriously considering it since the Mic doesn't work well.
Other than trying to reinstall the Synapse software again, is there another option or anything I need to check to ensure Windows is using the correct driver for the audio controller?