I am requesting urgent assistance from a higher-level Razer staff member who has access to the internal firmware update utility. Official Level 1 support (via Case ID: 251019-001027) consistently denied access to this file, claiming that "firmware is not available" or that the issue is a hardware defect.
THE ACTUAL TECHNICAL PROBLEM:
My Razer Nari Ultimate for Xbox One (RZ04-02910) headphones pair with my Xbox Series X console but are incorrectly recognized by the system. Instead of being identified as "Razer Nari Ultimate", the console registers them only as a "Headset".
CONSEQUENCE OF MISIDENTIFICATION:
No access to settings within the Razer Audio Setup for Xbox app.
Dramatically distorted, flat, and suppressed audio, rendering the headphones unusable.
COMMUNITY-KNOWN SOLUTION:
This bug is widely known and documented across Razer Insider and Reddit forums. All users who have experienced this exact failure confirm that the only effective solution is the internal, USB-based firmware update tool that is provided privately by upper-level support or moderators after case escalation.
I do not want to return the headset under warranty. This is a software/firmware bug, not a hardware defect. Please, I urgently request that a Razer Insider staff member send me the link to this internal utility via a Private Message so I can restore my product's functionality. Thank you.