Disconnecting and reconnecting? | Razer Insider

Disconnecting and reconnecting?

T
Userlevel 2
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 😕
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69 Replies

F
Userlevel 2
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!
D
Userlevel 2
at this point i probably gonna buy a new headset this time definitely not razer anymore
-Mr.Nobody-
Userlevel 7
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 :/


most likely software issue. there is same problem somewhere here. cant remember tho which one the original post. what i can tell you is. this is gonna be little bit hustle. and sorry for your 1st razer device to have this problem. before you start to do this make sure you have spare mice and keyboard to use.

download uninstaller cleaner - most of insider using ( ccleaner ) to clean all your registry leftovers after you uninstall program.
uninstall synapse.
go to search box and type device manager
and uninstall all razer device manually - on device manager there is listed all your device that have been connected to your PC. for example mice. click mice option and drop down you will see razer device from there.

after you uninstall your razer device ( mice, keyboard, headset, etc that you have. open your cleaner and clean from registry. once you finish all that. dissconnect all your razer device and restart your PC.
once your pc ready re install synapse 3 and then re connect 1 device at the time. and let synapse do the work. remember 1 device at the time,
Veteran Fan Boyzzzzzz I guess
thakyZ
-Mr.Nobody-
most likely software issue. there is same problem somewhere here. cant remember tho which one the original post. what i can tell you is. this is gonna be little bit hustle. and sorry for your 1st razer device to have this problem. before you start to do this make sure you have spare mice and keyboard to use.

download uninstaller cleaner - most of insider using ( ccleaner ) to clean all your registry leftovers after you uninstall program.
uninstall synapse.
go to search box and type device manager
and uninstall all razer device manually - on device manager there is listed all your device that have been connected to your PC. for example mice. click mice option and drop down you will see razer device from there.

after you uninstall your razer device ( mice, keyboard, headset, etc that you have. open your cleaner and clean from registry. once you finish all that. dissconnect all your razer device and restart your PC.
once your pc ready re install synapse 3 and then re connect 1 device at the time. and let synapse do the work. remember 1 device at the time,

I tried this, and it still doesn't work, I am glad I am not the only one who has been getting this because then it isn't an issue with my computer necessarily.

I have a Razer Kitty Kraken and have been having this issue for quite some time. Furthermore, I have tried getting a replacement, which has worked for some time, and then eventually it ended up happening again.

I have also done some debugging, and it appears that the USB device just straight up disconnects from the computer and then automatically reconnects. So maybe it's an issue with the headphone's themselves.

I have tried using my headphones extensively on my phone to get no issue at all. Then I tried not using them for about a week, and upon giving them another chance, they started to not pop every second, but as per usual it started happening again, and I still cannot find any issues of what is going on with them.

This is rather annoying, and I almost want to think it's some issue with THX Service or Razer Synapse 3. But I am unsure. I have tried to contact Razer support but every time I don't get much help, which is fine because I am sure they are understaffed because of the pandemic. But other than this I am not sure.
Sye_The-Vie
Rank
Userlevel 7
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.

There will be times when things do disconnect randomly, due to data flow (bandwidth) issue within the hardware or low power driven.

I've seen times when my task manager detect number of programs running in the background, and these did cause my peripherals to act funny also.

To perform full extensive level of OCing, you have to turn off / disable every unnecessary programs and deliver enough cooling.

Also viruses cause peripherals to dysfunction.

Another way to find out if it is RAZER side that is having an issue, try plug your RAZER peripherals and install Synapse to another good working Windows 10 and see if it is just as same or better.

By experimenting variety of checks, it helps you to develop your troubleshooting skills, which can be a great skill set to have; and analyse what works and what does not.
Sye_The-Vie^^WKM VANGUARD of R Λ Z Ξ R™ I N S I D E R @ONLINEBattlestation enthusiast and rig builder & Enterprise Engineerhttps://insider.razer.com/styles/razer/images/logo-main-new-green.pngKeyboard: R Λ Z Ξ R™ Huntsman Elite US Purple Opto-Mechanical SwitchMouse: R Λ Z Ξ R™ Basilisk Ultimate + Charging DockHeadset: R Λ Z Ξ R™ Kraken TE + USB audio controlMouse mat: R Λ Z Ξ R™ Goliathus Extended ChromaWebcam: R Λ Z Ξ R™ KiyoHeadset Base: R Λ Z Ξ R™ Base Station Ver 2Bag: R Λ Z Ξ R™ Tactical 15.6" Backpack V2Case: Corsair iCUE White 465XMotherboard: GIGABYTE Z390 AORUS ULTRA ATX Form Factor LGA1151CPU: Intel® Core™ i9-9900K @ 3.60 GHzGPU: GIGABYTE GeForce RTX 2080 Ti Gaming OC 11 GB @ 1650 MHzRAM: 4x 16 GB Corsair Vengeance PRO RGB CL16 DDR4 @ 3200 MHzOS storage: 1 TB Crucial P1 3D NVMe PCIe M.2Game data storage: 2 TB SEAGATE BARRACUDA ZA2000CM10002 SATA SSDCPU Liquid Cooling: Corsair iCUE H150i RGB PRO XTPSU: Corsair HX1000i 1000 W 80 PLUS PlatinumAdd Ons: Corsair
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.
H
CeladonGreenhitbus638
its gotten significantly worse for me as well in the last 4 days after a synapse update. it's disconnecting and reconnecting constantly, in quick succession, to the point it could not be used. I tried everything above with no luck. fortunately it's the only razer device i have and it's working with synapse installed. However now I can't control anything on it without synapse which defeats the purpose of chroma headphones.


Past Week maybe it's been brutal, including the time i'm writing this
thakyZ
So a bit of an update, and I don't think this will help everyone. But recently I completely reinstalled Windows. And I had put off installing the drivers for Realtek Audio engine as my motherboard's company had suggested installing, but I decided today to install them, and I had to restart my computer really quick after the install, and all of a sudden I was having the issues again. So I decided to uninstall Realtek and any other app having to do with it (The UWP panel specifically). Then uninstalled Razer Synapse and uninstall the drivers for the headphones, I had to check every part of the Device manager to double-check I got everything. Then I unplugged my headset, and restarted my computer and reinstalled Razer. After I was done logging into Razer Synapse, I plugged in my headset and updated Razer Synpase, and all of a sudden no more popping or cutting out.
-Mr.Nobody-
Userlevel 7
thakyZ
I tried this, and it still doesn't work, I am glad I am not the only one who has been getting this because then it isn't an issue with my computer necessarily.

I have a Razer Kitty Kraken and have been having this issue for quite some time. Furthermore, I have tried getting a replacement, which has worked for some time, and then eventually it ended up happening again.

I have also done some debugging, and it appears that the USB device just straight up disconnects from the computer and then automatically reconnects. So maybe it's an issue with the headphone's themselves.

I have tried using my headphones extensively on my phone to get no issue at all. Then I tried not using them for about a week, and upon giving them another chance, they started to not pop every second, but as per usual it started happening again, and I still cannot find any issues of what is going on with them.

This is rather annoying, and I almost want to think it's some issue with THX Service or Razer Synapse 3. But I am unsure. I have tried to contact Razer support but every time I don't get much help, which is fine because I am sure they are understaffed because of the pandemic. But other than this I am not sure.

have you tried run without the software or run ur pc into safe mode ?
Veteran Fan Boyzzzzzz I guess
F
Userlevel 2
Mine are also not on a hub, they are connected directly to the back of my computer where the motherboard is. It's a Razer Synapse issue. I've tried working with the support team and they just sent me another pair of headphones instead of fixing the software and the brand new headphones they sent me still disconnect and reconnect. I've had my computer looked at (it's fine) and tried on a different computer with Razer Synapse and same issues. But when I run my peripherals without synapse there aren't any disconnect issues.
D
Userlevel 2
i have the same problem since about 1-2 months my kraken randomly disconnects and reconnects ive tried every possible way also mentioned in this thread razer needs to do something about this im going mad at this time
F
Userlevel 2
I have also done all of the things you've listed as well and have brought my computer in to a professional and their opinion was also that it would be a software issue, the coding isn't good. I feel like it's only with certain Razer products as I have looked through almost all of the threads that have the same issues. I'm not trying to argue but there are lots of other people with these issues! There are lots of other threads of the same things happening and people are getting frustrated. For me personally my headphones are working fine today...they haven't disconnected yet. But it could be completely different tomorrow or it could be completely different an hour from now and I haven't done anything different. That's what makes me think it's a software issue, I could be playing the same game with nothing but discord open and it could be fine or just randomly disconnect. I would love to see this issue resolved because I love my Razer Products...I just wish I could use the full extent of them without any issues.
G
I have the problem with my Kitty Headset since I had it in December 2019. Randomly disconnecting if I keep it connected at all time. But if it's unpluged every morning when I boot my computer and then plugged when the loading is over, I'm free of disconnect for the day. When I forget, the headset quickly remind me to do it. It can't be hardware or my ritual wouldn't change anything. I still check from months to months if someone found something about it, nothing worked so far.
F
Userlevel 2
Yeah my headset went a few days with no disconnect issues and now it's acting up again after this last Razer Synapse update.
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.
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.
P
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 :/



It is a pity really, both me and my wife have bought the Razor Kraken and the Razor Kraken Kitty headsets, first my wife started to complain about her headphones disconnecting and making a popping sound, she had them for almost a year. So we switched out, because my headset wasn't having the issue, me wearing her Kraken Kitty and she wearing my Razor Kraken headset. So initially I didn't experience it until push came to shove being in a video conference call, then it started acting out, I had to switch back to my laptop's speakers because I could literally not follow the conversation, due to the constant disconnecting and reconnecting. I doubt that it is a windows setting causing this, since we tried it on several different laptops.

We've since returned the Headphones to the shop where we bought it, hopefully sending in the unit back to the supplier, might resolve the issue. However since waiting for any feedback from the supplier, my Kraken Headphones has also started to intermittently disconnecting. I am starting to wonder if I should rather spend my hard earned money elsewhere - I'm not willing to spend such a high amount of money on a product that spazzes out within a year.

I thought this might be an isolated incident, but since I found this thread, I thought sharing my experience might help someone when choosing a headset provider.

I also doubt that I will receive any form of feedback from Razor on this post, just as all the wonderful feedback the other users who had feedback from Razor. I mean who cares about customer feedback right?

Kind regards
The guy who seriously considers that the only Razor you should buy is the one you shave with.
M
I also have the same problem. I got my Razer Kraken Kitty 1 year ago and it was completely fine. This year, the issue appeared. When I increase the volume they do the popping sound and disconnect. Even though, Razer Synapse is turned off. Now, I think that I'm gonna uninstall it and see if they will disconnect or not.

Also, I tested them on the other PC, on which Razer Synapse wasn't installed, and they were doing the same thing. Disconnecting all the time when I wanted to increase the volume.

I'm really disappointed in Razer. I thought that the headphones will work for a lot of time without any issues T_T
Even though, my Mamba Wireless mouse works perfectly.
C
thakyZ
Well double explaining wouldn't be a problem. But what I have done is I tried for quite a while my headset on my phone and it seems fine, no disconnecting or anything.

I noticed that the THX audio device at time just straight up doesn't work. So I go and fiddle around with it by restarting Razer Synapse and disable the device while doing so. It seems to *sometimes* work after that, but then there is still the issue of the Razer Kraken device disconnecting every so often, which I still think is the fault of my Motherboard but I am still not sure, as the updates that supposedly fix the issue on my motherboard don't seem to work.

I have also tried to reinstall Windows and Razer Synapse.
I also tried to go and uninstall Razer Synapse uninstall all drivers. Then unplug all devices. Then inserted a non-razer keyboard and mouse and reinstall razer synapse after a restart. When reinstalling I log into Razer and then go to the update section and I plug the mouse in first. Which I let it update and then I click update, and I do that with every device up to the headset. And still it likes to disconnect even then.


Were you ever able to get a resolution? I have exactly your problem and I've spent more than a month dealing with Razer support. They don't having staffing issues as much as they have incompetency issues.
2
foxyfate
Yeah my headset went a few days with no disconnect issues and now it's acting up again after this last Razer Synapse update.


I can 100% agree that it's the program causing this, btw. I have the same issue for so long now. Got the headset replaced- worked for 1-2 months- and then broke again. I updated everything, even paid for a program to check if everything is updated- I bought some extra stuff for my USB ports to give them more power- I made sure I barely run anything to not make anything overwork- Nothing.

What I did notice tho, one night, the headset did not connect with Synapse at all. It was not glowing, it was not showing up.. And guess what? It didn't disconnect a SINGLE time. I find it very stupid, that there is no fix for it. At this point, I wish I didn't spend this much money on the headset + trying to fix it. Such a shame honestly. That got me to the point where I won't buy any Razer products at all anymore. Not the first time something broke without any reason.
S
this sucks i got a razer setup and tried everything to wiping my hard drive lol this is crazy every product i get ends up braking in a year or so razer lasted the longest most durable i found so far but this disconnecting sucks mad thoughts even my keyboard flashes and disconnects
thakyZ
-Mr.Nobody-
have you tried run without the software or run ur pc into safe mode ?

I just tried safe mode, and it still apparently happens, I am confused as to what it is still, but I guess Razer Synapse is out of the question. Though there does seem to be an issue with my model of Motherboard X570 and the previous one I had which was B550, and they are getting their issues solved via BIOS updates, but so far with the help from MSI no luck yet.

I would like to mention it appears that when I go to move the wire at the base of the headset or the top of the USB plug it does not cut out, so it's not a wire issue.
F
Userlevel 2
Yeah it's just an unfortunate issue with certain devices. I believe it might have something to do with the RGB syncing or chroma studio maybe? My boyfriend has Kraken tournament headphones (I think that's what they're called) but they don't light up and he doesn't have these issues. It's very frustrating because for me they can go from a week without disconnecting but then somedays it'll do it every 2 minutes. I really don't understand (but I'm not a big tech person either so lol). Anyways, it's easier and probably cheaper for Razer to just send you a new pair of headphones then for them to try and figure out their software issues. Like I said they tried to blame it on my computer or really anything else, then just settled on sending me a new pair and guess what they still had the same issues even brand new! I love the Razer Kraken Kitty Editions, they're my favorite headphones yet. Besides the frequent disconnects obviously...they're extremely comfortable, sound great and look great. Sucks we might have to get different products if this software issue never gets resolved. Like I said before it's not just you and I with these issues, I swear everyone who has these headphones has the same exact issues.
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.
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
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