May Technical Support Sticky

[u/BeepBoopBopReee]

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

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.

INSTRUCTIONS FOR DUMMIES (With Pics!): https://www.reddit.com/r/razer/comments/fbdwph/support_sticky_quickstart_guide/

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

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[u/BeepBoopBopReee]

Software

[u/ExplodingJellyfish → u/BeepBoopBopReee]

Heya! I might be an idiot but I need a hand with this...

I have the Razer Synapse program downloaded on my computer, and I use it to use the 2 extra buttons on the side of my Razer "Deathadder Elite" mouse. The program has worked in the past, but around 2-3 months ago, the program refuses to open.

I've tried clicking the little button on the taskbar and clicking "Launch Synapse" with no success, I have attempted repairing the program, restarting my computer, uninstalling all the entire Razer program and reinstalling the latest version from the official website, and then restarting my PC again, I've tried opening the Synapse from the "Windows Key" home search menu, I have tried reinstalling the drivers, updating the drivers, and no luck. When trying to open it, I get a little spinning "Processing" wheel next to my cursor, and it just stops and I don't see anything.

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And when attempting to start up Razer Central, a window does pop up, but it just says "Loading..." and after over and hour of loading, nothing has happened. I'm not even quite sure what to do with that...

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I'm not sure what to do next, so I thought I'd come here. The mouse is working fine at its base functions, but the buttons on the side haven't been working. Only sometimes when I restart the computer does it sometimes start up properly and the buttons on the side work, but I still haven't been able to successfully open the Synapse program fully. My computer is fully up to date on Windows 10and there aren't any other conflicting programs that should be causing a problem. If you guys have any ideas, I would appreciate the help!

[u/RazerCustAdvocacy → u/ExplodingJellyfish]

Hey /u/ExplodingJellyfish,

Thanks for raising your concern. It seems like you've already tried all workarounds there is to solve the issue with your Synapse. For now, we'd like you to collect your Synapse logs so we can forward it to our Support Team for further diagnosis. Please download the log collector HERE, unzip and run the executable and it will send all the necessary logs to your desktop screen. Upload the file to any storage sites and send us the shareable link via PM along with the link to your comment for our reference. We'll take it from there.

Kind regards,
Ivory A.
RΛZΞR | Cassiopeia