Unanswered questions

Thank you Razer.ScarletRouge for helped me and answered my questions.

Hello,I recently got a new phone and no longer have access to the phone that had my Razer Authenticator set up on it.I am still logged into my Razer ID on my PC, so I have access to the account. However, under Security, my account shows that 2-Step Authentication is enabled using an authenticator app.It also shows 8/10 backup codes available, but I don't have the actual backup codes saved anywhere.I would like to set up the authenticator on my new phone, but I cannot access/change the 2-Step Authentication settings because they are locked.Could someone please tell me how I can reset/reconfigure the authenticator or recover my 2-Step Authentication access?I still have access to the email address associated with my Razer ID and I am currently logged into the account on my PC.Thank you.

i barely got the blackshark v2x today and when i put it on the the headset was working just fine but when i joined a party with my friend i couldn’t speak with the mic, can anyone help me?

Dear Support, kindly advise why red light keep blinking beside of the power button?My connection is C to USB-A to PC. Front panel and back panel both tested.  Please advise.

Is there any info on if we’ll be seeing the V3/Pro this year?

I’ve recently had my Razer Naga Pro (V1) cable fail on me despite taking excellent care not to put stress on it. It no longer allows my mouse to be detected by my PC using any USB port, including all of the ones on the back of my motherboard. The mouse still works fine wirelessly through both Bluetooth and 2.4GHz with the included wireless dongle. I recently purchased a 3rd party version of the original cable and that has worked to get my mouse detected by my PC again.I would just like to know if anyone else has ever had their Razer Naga Pro original cable fail on them despite not doing anything that would damage the cable. I just don’t understand how the cable could fail if it has never had any stress put onto it. It seemingly died for no apparent reason. I also find it strange that it literally just died overnight all of a sudden. I would have expected a cable failure to start with intermittent disconnects over time first rather than just completely fail in one day after years of pro

Hello, I went on a trip and lost my microphone for my Razer BlackShark V3 Pro for Xbox (ANC).  Can you please let me know how I can buy a replacement? Thank you

i need to replace my barracuda x chroma dongle. one minute after opening it brand new, my dog bit it and broke it. seriously. 

Do I buy razer blackshark v3 x hyperspeed for 120. Or sould I pay 50 more to buy razer blackshark v3 normal

Profiles dragged directly into the 5 Onboard Memory slots in Synapse are not remembered by the keyboard. When Synapse is closed it reverts to factory settings (Spectrum Cycling RGB and default layout). Switching slots via fn + menu does not restore saved profiles

I decided to update the firmware on my Black Shark V3 and it asked me to plug in my Dongle with the provide USB A to USB C cable so i did and it updated the dongle but when it asked to plug in the headset i did so and nothing happened I was just on the screen with a shaded out update button. I didn’t change anything i just unplugged the dongle and plugged in the headset like it asked and all it does is wait a couple mins then give me a prompt to retry which just brings me back to the same thing with a shaded out update button. My internet connect is stable so it’s not that and I've only had the headset for about a year now. It’s also the most recent Firmware Updater and I made sure all razer apps were closed besides the updater. Everything worked perfectly fine until i tried to update the firmware. What should I do?

Hello Razer Support,I have a Razer Viper V2 Pro (White) that I received as a birthday gift. Unfortunately, the mouse came without the original wireless HyperSpeed dongle, so I have only been able to use it through the USB cable.The mouse itself works perfectly. I would really like to use it wirelessly again, and I wanted to ask if Razer could provide a replacement dongle or help me obtain one.Since it was a gift, I don't have the original receipt, order number, or purchase information, and I don't have a way to obtain them from the person who gave it to me.I can provide the mouse's serial number and any other information needed to verify the device.If a replacement dongle can be provided as a courtesy, I would really appreciate it. If not, please let me know the official way to purchase a compatible replacement.Thank you for your help!

Hi Razer Support,I have a Razer HyperFlux V2 mouse mat and Basilisk V3 Pro 35K that I cannot get working together on my desktop PC.Problem:Both the mat and mouse appear in Synapse 4.The mouse with the correct HyperFlux V2 puck is detected, but the mat never lights up (no LED at all, no charging indication).The mouse does not charge wirelessly on the mat.What works:The exact same HyperFlux V2 + Basilisk V3 Pro 35K setup works perfectly on my laptop (LED lights up, charges normally).Desktop specs:Motherboard: ASUS TUF Gaming Z790-Plus WiFi (latest BIOS version 1836)Connected directly to rear USB-C and USB 3.2 portsTroubleshooting already done:Clean reinstall of Synapse 4Correct HyperFlux V2 puck installed and clicked in placeMouse powered ONAll Windows USB power management settings disabled (Selective Suspend, per-device power saving)Multiple rear motherboard ports testedBIOS tweaks: ErP Ready set to Disabled / Enabled (all variants tested)Latest BIOS update performedFull power cycles, C

Hello,In the Razer Leviathan V2 settings, I checked the "Switch off lighting" option. But when I turn off the computer, the RAZER devices turn off automatically except for the Leviathan V2. It is always on RGB lighting. What steps do I need to take to make the device work properly? 

I highly accuse synapse 4 on what happened.My dock's RGB lights suddenly stopped working and the USB receiver on it does not work anymore. I think it got bricked by the update.However, it still charges my mouse.I have:Reinstalled synapse. Updated firmware. Did the "jam it hard" method even if it feels like it's all the way in. Plugged the dock with the dongle in it. Tried it on my laptop, but same with my pc, it says USB device not recognized. I swear, I tried my best and everything that can be found in the web.Did anyone experience the same issue? and found a fix for it?

Switched from an old Kraken Headset to Kraken V3 Hypersense USB. The audio just randomly cuts out completely and changing the volume fixes it for like half a minute before it cuts out again. Sometimes the headset works fine for hours but once the audio cuts out it happens in 15 to 30 second intervals. No matter what settings i change it doesnt help. Completely closing all razer software doesnt help. Uninstalling and reinstalling the drivers doesnt help. Makes it impossible to play or watch anything. Oh and it doesnt just cut the audio it lags up my PC as well. Videos drop to 3-5 fps, music actually stops playing or starts loading as if i lost connection and when i change the volume it sort of loops back all the audio i missed from discord calls as well. 

As the title impllies when I mute my Mic with snyapse 4 open it cause the iunput volume to go to 0 however unmutting the mic doesnt bring it back up only munally increasing it works. This is a pain and makes the mute worthless. The problem only started happening on the 20/05/2026 and is affecting my black shark v2 pro 2023. Synaspse 4 is just problem after problem and its making me rethink my future razer purchasing deciusions due to how aful the software now is

Dear Razer Support, unfortunately my USB dongle is not working anymore, and I’m not able to use my viper wireless. I was not able to find spare part on your website, nor do I want to buy something suspicious from ebay. Is there a way you can supply me with a replacement? Best RegardsLunatic47

I’m getting crazy lag spike in both frames in games and that also makes audio sound like a stuttering mess every 30 mins or so, from a browser.  has anyone gotten this issue before and is this an SSD problem ? 

Hi Razer Support,I have a Razer Blade 15 Base (2020), model RZ09-0328.I need a replacement battery (part number RC30-0328).Could you please check whether a new replacement battery is still available for this model in the UK, and let me know the price and how I can purchase it?I am happy to install the battery myself.I can provide my serial number privately if required.Thank you.

Cannot boot with Secure boot on or else I get that message. I have to have it off in order to boot.

Is it possible to order the new Razer keyboard with a Portuguese (PT-PT) layout?Hi everyone,I’m from Portugal and I’m interested in buying the new Razer keyboard, but unfortunately the Portuguese (PT-PT) layout doesn’t seem to be available on the official Razer store.Does anyone know if it is possible to order this keyboard with a Portuguese PT-PT layout?If it is possible, where would I need to place the order or who should I contact at Razer to request it?I’ve been a Razer customer for quite some time and I’d really like to get this new keyboard, but having a Portuguese layout is quite important to me.Thanks in advance for any help!

Hello since Firmware Version 2.2.0.0 for the Razer Blackshark V2 Pro, the mute button does not function porperly or functions in a weird way on Windows 11. When I press it, it mutes the microphone which is correct, but it also Turns the microphones input value in Windows to 0. The issue is when I press the button to unmute again, it does not set it back to the value it had before and it stays at 0 which means my friends and teammates are unable to here me everytime I unmute via the headsets button. Can you fix this issue? I think the button does not need to touch the Windows input Volume, as it is possible to just press a “Mute” in windows itself, so IDK why it turns the input Volume to 0 anyway as it in addition uses the Windows Mute function. Thanks for your help in advance and I hope this will be fixed in future updates, otherwise the mute button is going to be a hassle to use.

I have the Razer Blade RZ09-03305E53 for 4-5 years and recently I have been receiving this message "Invalid signature detected. Check Secure Boot Policy in Setup", according to the website below:https://mysupport.razer.com/app/answers/detail/a_id/20795/~/how-to-fix-the-secure-boot-violation-message-on-the-razer-bladeIt says its a CMOS battery issue. I have replaced the CMOS battery with the right model however the same message still appears when I turn on my laptop and enable security boot. How can I resolve this issue 

Hi, My razor blade 14 2024 battery does not hold charge. I would like to order a replacement battery