Basilisk Ultimate Dongle Stopped Working | Razer Insider

Basilisk Ultimate Dongle Stopped Working

  • 11 September 2021
  • 1 reply
  • 102 views
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Yesterday when I logged into my PC, my mouse (Razer Basilisk Ultimate) wouldn't respond wirelessly (battery is fully charged). I tried to troubleshoot and realized it might be a dongle issue. The mouse is never detected by the dongle

- The mouse works fine in wired mode with the provided USB cable and is recognized by synapse 3
- If I connect the dongle directly to the computer it is recognized but the mouse isn't and won't move or respond to clicks and scrolls
- If I connect the dongle to the charging dock and connect that to the PC with the USB cable, the dock is recognized by synapse 3 but the mouse is not (the dongle is properly inserted into the charging doc)

- I tried restarting the PC
- I tried re-installing synapse
- I tried the mouse+dongle on a different PC and a mac, neither of which seem to recognize the mouse with the dongle
- I tried going to device manager and updating the drivers, then deleting them to be reinstalled which still didn't work
- I tried the update firmware software (from this link: https://mysupport.razer.com/app/answers/detail/a_id/3721) but in the first step with the dongle plugged in, it says update is required but when I try to update it, the update stops at 40% and keeps going back to the update screen (attached media as pictures since I'm unable to upload the screen recording)
- I tried re-pairing the dongle and mouse (from this link: https://mysupport.razer.com/app/ans.../~/how-to-use-the-razer-mouse-pairing-utility) but that keeps giving pairing failed would you like to retry (attached media)

I am out of options at this point. Any help would be greatly appreciated. I got the mouse in May last year purely for the wireless functionality so not being able to use it wirelessly with the dongle is a significant issue.
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R
Userlevel 5
Does the mouse still get detected in the Device Manager when connected wirelessly? For the time being, try turning off your router or any wireless device for a while, and try using the mouse wirelessly to isolate the issue further. As for your recordings, you can upload them on Google Drive and send me the sharable link. Here's how to find the shareable link for the files:

1. Open a file in Google Docs, Sheets, or Slides. In the top right corner, click Share.
2. Click "Get shareable link" in the top right of the "Share with others" box.
3. To choose whether a person can view, comment, or edit the file, click the Down arrow next to the "Anyone with the link." down arrow icon.

If the issue persists, PM me the serial number of your mouse along with a copy of its proof of purchase since we may have to submit a warranty claim. Let's pick it up from there. I'll be locking this thread now.
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