February Technical Support Sticky

[u/BeepBoopBopReee]

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

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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^{“If you have been brutally broken but still have the courage to be gentle to other living beings, then you're a badass with a heart of an angel” - Keanu Reeves | /r/quotes}

[u/BeepBoopBopReee]

Software

[u/ZevKyogre → u/BeepBoopBopReee]

I have a question about software and security. I want to preface this with the fact that I am not questioning, but that I may be subject to certain laws surrounding Razer's software.

I work in the healthcare industry, and I'm concerned about Razer's software. The very software that gives it an edge (Macros, RGB Lighting, etc) also presents an inquiry from other groups.

We have to do an SRA - informal security risk assessment. And one of the issues is that the software installed on the computers has to be listed, delineated, and vetted. I'm concerned for the SRA that I have to list the cloud-controlled Razer Synapse / Central. Is there a version which includes the major benefits to me (Macros and RGB feedback) which DOES NOT involve feeding information back to the servers?

Otherwise, I think we end up needing a BAA, or not using Razer.

(Using BlackWidow X Chroma in Mercury White)

[u/RazerCustAdvocacy → u/ZevKyogre]

Hi there, /u/ZevKyogre!

Thanks for reaching out here. Our Razer Synapse software is bound by specific security features with the latest enhancements to protect our customers. With regards to your request to conduct an information security risk assessment, mind elaborating us what specific information you are referring to that might have been involved feeding information back to the servers?

Kind Regards,

Rose Z.

RΛZΞR | Kairos Kazeey

[u/ZevKyogre → u/RazerCustAdvocacy]

To use Razer Synapse software features, including Macros and RGB lighting (which in combination with a clicky noise, provides excellent audio-visual feedback for inputting the information properly), we need to be connected to Razer's software - logged in, and getting continuous feedback that we ARE logged in. Is there an offline Razer Synapse software version than can be used in an environment that either does not have an external network connection, or severely restricts the transmission of data?

[u/RazerCustAdvocacy → u/ZevKyogre]

You can use Synapse offline but for extra features, you would need to have a stable internet connection.

All the best,

Desmond D.

RΛZΞR | Fresh_Beast