Disconnecting and reconnecting? | Razer Insider

Disconnecting and reconnecting?

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H
kaaats
I have the same issue: my headphones kept disconnecting and reconnecting, got them replaced, now they are fine, but now my mouse is doing the same thing to the point that it is not usable. It has to be a software issue! It happens when Synapse is running. After closing Synapse app, the issue disappears.


Run synapse 3 in windows 8 compatibility mode. See my earlier post. Steve
K
I have the same issue: my headphones kept disconnecting and reconnecting, got them replaced, now they are fine, but now my mouse is doing the same thing to the point that it is not usable. It has to be a software issue! It happens when Synapse is running. After closing Synapse app, the issue disappears.
H
Dalia.
This is insane, I have exactly the same problem.

I am huge Razer fan, I have the black widow keyboard, viper mini mouse, quarts base stand, goliath mouse pad, quartz siren mic and even the chair to go with it all...

I have been struggling with my headset disconnecting the whole time for the last two weeks!

I am so frustrated. I have literally tried everything.

I've even formatted my laptop to see it that would work, but alas NOTHING works!

If someone finds a solution please let me know



Read my post directly above & run synapse 3 in windows 8 compatibility mode.
Let me know if it works please.
D
This is insane, I have exactly the same problem.

I am huge Razer fan, I have the black widow keyboard, viper mini mouse, quarts base stand, goliath mouse pad, quartz siren mic and even the chair to go with it all...

I have been struggling with my headset disconnecting the whole time for the last two weeks!

I am so frustrated. I have literally tried everything.

I've even formatted my laptop to see it that would work, but alas NOTHING works!

If someone finds a solution please let me know
H
TheShykid_
Hey!

so I recently just finished my dream razer setup with Blackwidow keyboard, basilisk mouse, kraken kitty headset and goliathus mouse pad.. I updated my computer and my synapse right after connecting everything and it worked fine in the start but then it started disconnecting and reconnecting.. all of it.. and the headset is making a popping sound.. I have no idea what it is at all! Please help :/



I had the same issue with my Razer Blackwidow Elite. Fix as follows (Win 10)
Navigate to Synapse 3 app launcher (start menu > synapse app icon > right click open file location)
Right click > properties
Compatibility tab > run compatibility trouble-shooter
Run programme in compatibility mode for windows 8

This has fixed all my disconnecting issues. Keyboard / software is now working perfectly.
M
Skullz98
So I tried the RGB thing under 50% and it worked fine for about two weeks, just started up again now and I have no clue what to do. In an earlier comment I said how I had done everything and now I really feel like I have. Also for anyone still thinking that it's not an issue with synapse, I find the issue comes and goes with certain synapse updates within minutes of them happening. I have done drivers, BIOS, a full factory reset, still happens.

Yes, also note the bug with the synapisis update. But it seems to be that the problem in my case; it also resides in the volume, if I have it at the top of volume and a very loud sound is produced (a friend suddenly speaking on discord) the headphones are disconnected . So I got for testing the volume of the headphones between 80% and 50%. I keep testing but currently I have only noticed disconnections when the volume is between 90% -100%
S
So I tried the RGB thing under 50% and it worked fine for about two weeks, just started up again now and I have no clue what to do. In an earlier comment I said how I had done everything and now I really feel like I have. Also for anyone still thinking that it's not an issue with synapse, I find the issue comes and goes with certain synapse updates within minutes of them happening. I have done drivers, BIOS, a full factory reset, still happens.
X
Recently, I had my Razer Basilisk V2 mouse have this same problem. While trying to search a fix for this, I came across a potential fix from Reddit. I didn't see it mentioned here, so I will be posting it here and hopefully it works for someone. https://www.reddit.com/r/razer/comments/aoz25j/razer_mouse_disconnecting_solved/

So far from uninstalling Razer Synapse and it's proper files, it occasionally still disconnects but without the annoying disconnect sound. Hope the link works, but it requires some effort.
B
Registered just to join this thread. I have the Razer Kraken Kitties, and had this issue start about a week ago, but oddly enough for me the issue begun while the headset was connected to my ps5. Tried the device on literally every console, laptop and pc we have in the house, and the issue persists across all of them. I’ve tried so many of the troubleshooting suggestions listed in here, but none of them worked for me. Was in tears, because they’re honestly my favourite headset. Got in touch with Razer Support, and after telling them I’d exhausted every avenue trying to fix them, they told me to send a picture of my headset with the usb cord cut and that they’d send out a replacement pair. Have seen so many of you stating that any replacements you’ve received have ended up with the same issue further down the line, so I’m trying not to get my hopes up…
M
Impressive Razer technology. I have seen that in other threads they have commented that it is a problem related to RGB, which I tried to check and in my case it is true. I used them for 3 days without the RGB (turning off the brightness from Synapse) and I did not suffer DISCONNECTION. Now I was testing them with different brightness intensities and when I put the RGB above 50% brightness, the headphones began to disconnect and connect incredibly fast. If you want an OK solution you can try using RGB brightness at 50%, I have only tried it for a couple of hours and so far I have not had a single disconnection. Also note that these disconnections only occur when one is making a call. I read in another thread that it is probably a voltage related issue. (Excuse my bad English, I'm using google transl
S
I have been having this exact same issue as well. I have the kraken kitty as well. I know for a fact that it is a synapse issue due to the fact that it first started for me not an hour after I updated it. then a few updates later it stopped and then once again less than an hour in after a different update, the developers broke it again. They obviously don't care about fixing this issue or else it never would have come back. I have tried uninstalling drivers, updating drivers, updating bios, reinstalling synapse, trying it on a different computer, and it all ends the same. Wish they would just fix this issue with their software instead of just trying to temporarily fix it by sending out new headphones.
M
Foxyfate, I've seen you with this problem for a long time, have you been able to solve it? I really can't find what to do anymore, I have the same problem :slightly_sad: .Besides that I noticed this happening when the problem occurred (see the drop-down icon bar) https://drive.google.com/file/d/1a27Z3p-zmHhFz-2rO05pnJCjOHqx-h_3/view?usp=sharing
F
Userlevel 2
Well, I tried. All I can say is I have been talking to Razer Support for over a MONTH now and nothing has been solved and they do not care to fix the issue. I have gone in circles, done all of the trouble-shooting for them to give me no answers and just pass me off to the next person. Their final decision is to give me whatever model of headphones I want instead of fixing anything. Unfortunately the Razer Kraken Kitty headphones are one of their more expensive headphones.

I will never recommend Razer Products to anyone and the support team is absolutely terrible. Only support they give you is copy pasted and then pass you off to the next person who asks the same exact questions. Then when they still can't come up with a solution or even accept that their products and software are defective they will just give you a new product and you just have to hope that one works for more than a few months. Very sad excuse for a support team and Razer charges way too much for defective products and software.
F
Userlevel 2
I'm still working with Razer support on my Kitty headset. Maybe the headphones are just poorly made I really don't know anymore honestly. I'll be sure to update all of you on what's going on.
F
Userlevel 2
Usha250
If after you connect a USB device, it keeps disconnecting and reconnecting randomly on its own, then it could be a hardware or driver issue. The first need to make sure is to check the device works fine on another computer.


Walgreenslistens

It's either a Razer Synapse issue or the drivers the headphones come with. Device does the same issue with any other port on my computer but the ports work fine for all of my other devices. Issues still happen on my laptop with Synapse installed. They work fine ONLY when Synapse is uninstalled.

I just think it is only for a select few of Razer Devices that this issue occurs. My Razer Keyboard, Mouse and Mouse mat don't have any issues at all (the lights only turn off/on when my headphones disconnect and reconnect), only my Kraken Kitty Headphones have issues.
B
This is insane.. I'm having the exact same issue and its the synapse software.... Both my BRAND NEW kraken wireless keyboard that costs over $200 and the baslisk ultimate wireless gaming mouse that costs over $150 keep disconnect, sometimes not even turning back on after a lot of troubleshooting to turn right back off. This doesnt happen when synapse is uninstalled. SYNAPSE is the issue please razer fix this... I shouldve purchased a logictech.....
U
If after you connect a USB device, it keeps disconnecting and reconnecting randomly on its own, then it could be a hardware or driver issue. The first need to make sure is to check the device works fine on another computer.


Walgreenslistens
M
foxyfate
This is what I previously commented on another post with the same exact issues.

Unfortunately this HAS to be a Razer Synapse software issue. I've been dealing with the same exact issues for over a year now. I've had my whole computer checked out and there was not an issue. I uninstalled and reinstalled Razer Synapse many times (also uninstalled all my Razer devices) and nothing, still disconnected and reconnected. I treated my headphones with so much care and Razer Support labeled my problem as a hardware issue and sent me a new pair of Razer Kraken Kitty Editions. Now the new pair worked for a few months (like 2-3 months) and then they started disconnecting and reconnecting again. I've tried a lot of troubleshooting and to be honest Razer doesn't see a problem with their software. There's been threads left open with no solutions from Razer for years now. The only time the headphones work and don't disconnect is when Synapse is uninstalled. But then why pay all that money for something you don't get any of the benefits for? It's very frustrating. So if anyone has any other solutions I'm willing to try but at this point I'm about to get new peripherals because the disconnect and reconnect is so frequent... ALSO for anyone contacting Razer Support you will need a video of the headphones (or any other peripherals) disconnecting and reconnecting. Best of luck for everyone with this issue, I understand how frustrating it is!

Yeah, I feel I waste my money and my time to keep fixing and replacing. I'm so disappointed. Before I thought it was because of my computer. But I already built a new one and after 3 Razer Kraken Kitty Headset. I still have the same problem.
-Mr.Nobody-
Userlevel 7
Thank you Mr. Nobody for all your help honestly you've been more helpful than Razer themselves. 😂
im blushing, thank you tho 😃 im here just love to help other with the same interest with Razer. and im glad that if my knowledge would help others :)

I've mentioned to the support team multiple times that it could be a potential coding issue with Razer Synapse, or an issue with the drivers the headphones come with, as well as there are no firmware updates on the headphones like they have for some of their other products. But they have no response to any of that.

there is a lot of possibilites that could happen so im not quite sure what exactly happening with the kitty kraken since this issue happen while back until now.

Honestly it's kind of weird in all the threads that the support team enters as soon as someone mentions Razer Synapse being an issue they close the thread to PM's only. Kind of suspicious. I don't know maybe it's just me.

the reason they ask you to DM the support team coz they will address you to more detail step by step, in theory its the same or maybe more details how to solve the problem if the common solution doesnt work

I honestly don't know what to do anymore. They just said the headphones are defective and they will send me a new pair but this has already happened to me before with my original pair. So I told them I wasn't settling for just new headphones this time around and that something else needs to get fixed/changed. I understand it's easier to just say the headphones are defective and send a new pair but like common...try a little harder? I'm so annoyed with Razer Support right now.

im still look around for this solution hoping that there is better option. if there is anything update i will let you guys know.
Veteran Fan Boyzzzzzz I guess
F
Userlevel 2
LOL this shit has been going on since 2015?! That's actual insanity. I've been talking to Razer Support for the past week and they just keep suggesting the same thing. Uninstall Synapse, uninstall drivers, try different USB, try a different computer, make sure you're not using a hub, etc. I have done EVERYTHING they've said and the only time they don't disconnect and reconnect is when Synapse is uninstalled.

I've mentioned to the support team multiple times that it could be a potential coding issue with Razer Synapse, or an issue with the drivers the headphones come with, as well as there are no firmware updates on the headphones like they have for some of their other products. But they have no response to any of that.

Honestly it's kind of weird in all the threads that the support team enters as soon as someone mentions Razer Synapse being an issue they close the thread to PM's only. Kind of suspicious. I don't know maybe it's just me.

I honestly don't know what to do anymore. They just said the headphones are defective and they will send me a new pair but this has already happened to me before with my original pair. So I told them I wasn't settling for just new headphones this time around and that something else needs to get fixed/changed. I understand it's easier to just say the headphones are defective and send a new pair but like common...try a little harder? I'm so annoyed with Razer Support right now.

Thank you Mr. Nobody for all your help honestly you've been more helpful than Razer themselves. 😂

It's just really sad because I love my Razer products but they are being ruined by bad programs and awful support teams. Truly unfortunate.

I'll be sure to let you guys know if they find the fix somehow but for now just keeping my fingers crossed.
-Mr.Nobody-
Userlevel 7
Sye_The-Vie
As a Vanguard of the RAZER Insider, I am not to discriminate other Insiders opinions or their facts of why things do not work. Hear me out~~~

Synapse only work well, as long as the PC and its OS and the internal hardware are performing at good state. Factors to check that your PC is performing good~~~

  • Is it running Windows 10?
  • Is the Windows fully up to date

  • Confirming all your internal hardware are at the state of working order (test out by installing HWINFO)
  • Drivers on your pc are in working order
  • Is Synapse fully updated
  • Have you uploaded latest firmware onto the RAZER peripherals
  • Does your PC have too many applications running in the background (except for Microsoft and *.dll services)
  • Does task manager display idle state CPU or fluctuating clock (virus attack)

If it is an issue with with the Synapse, there will be hundreds and thousands of other Insiders and RAZER peripheral users that will be having the same issue. RAZER Synapse development team have contributed their efforts to getting the RAZER peripherals to a state of working order.
.

just want to quote this hopefuly razer will fix this as soon as possible,i just cant imagine if this problem happen to me i will be super annoyed(glad that so far i have been with razer never once had problem i believe) it looks like there is more cases than i thot, after you mentioned i look around on google and here is some of the cases
from others about their Kraken Kitty

1st that has been solved
2nd source
3rd source
Veteran Fan Boyzzzzzz I guess
R
Have different USB ports been tried?
F
Userlevel 2
I did what the support team in the threads told me to do and still didn't fix anything. But I figured out if you have your settings open, then go to your devices and you see whatever device is cutting out (in my case it's my Razer Kraken Kitty Editions) it says "driver error" right underneath them when they disconnect. I've uninstalled the drivers and Synapse 3 completely and reinstalled them like in the instructions and they still disconnect...sometimes they disconnect and reconnect every 2 seconds. I'm sending an email to Razer Support today and I'll see what they say. Last time they just sent me a pair of new headphones and the problem still occurred so I don't know anymore. These are the instructions I followed if anyone else wants to try...they didn't fix anything for me. Also mine only disconnect when Razer Synapse 3 is running.
https://mysupport.razer.com/app/answers/detail/a_id/4000
thakyZ
Userlevel 1
Sye_The-Vie
Because Synapse software works among Windows; the Windows update from Microsoft can have some issues or conflict of making the Synapse to perform normally.

Microsoft releases new Windows updates every fortnight Tuesdays. RAZER Synapse development teams job is to maintain the Synapse, that it works well with the new updates, or implement a new update onto Synapse.

Well for me it has been happening for quite some time now... Maybe for a year or so? I have made support requests, but often times it doesn't go anywhere in terms of fixing the driver.
X
I've had two headsets and it's happening again now, regardless of whether Synapse is installed or not. I don't know what to do honestly, request another replacement or just ask for a different model of equal/lesser value so I stop having to deal with all this nonsense? While typing this it's cute out 9 times lol.
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