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chroma apps causing game crash

Discussion in 'Razer Support' started by GrayMech, Sep 15, 2019.

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  1. GrayMech

    GrayMech New Member

    i installed synapse 2 last night after spending 2 hours trying to get synapse 3 working with no luck and now my lights work the way i want but the app is causing overwatch to crash as soon as i open it, i checked some support threads and they said to ad it to chroma apps but i cant do that because it crashes before i get the chance to do so, what can i do to fix the issue?
  2. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Do you mind sharing screenshots of the error messages when the game crashes? If you PM me your System and Application logs from the Windows Event Viewer, I can help you further isolate the issue.
  3. Zer0_Kelvin

    Zer0_Kelvin Member

    Yeah. I'm on the latest version of Synapse 2, and I've even re-installed it, but I'm getting random crashes.
    The application just crashes out.
    This has started happening after the latest update to Synapse.
  4. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Please PM me a screenshot of the error message after the application crashes. That'll help me determine what's causing the issue.
  5. Zer0_Kelvin

    Zer0_Kelvin Member

    There are no errors given on the screen. It all of a sudden just stops working. No rhythm or reason.
    I can't identify any trend to it.

    Just yesterday I had to uninstall the whole thing and reinstall it.

    Basically one second I'm playing a game, and the next nothing is working.

    I go to the mini icon on the task bar for Synapse and right click but nothing comes up.

    Happens in multiple game titles.
  6. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    In that case, send over your Synapse logs along with the System and Application logs from the Event Viewer. For now, uninstall anything Razer-related and let me know if the problem still persists.
  7. Zer0_Kelvin

    Zer0_Kelvin Member

    Synapse 3 is also running in the background as well, though I don't really use it as there are still issues with it.

    I presume the two can co-exist.

    Synapse 2 Specific Logs should be located where?
  8. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Yes, the apps can co-exist. You can find the necessary logs in:
    • %temp%\ SynapseUninstall.log file
    • %temp%\RzUpdater folder
    • %temp%\MSIxxx.LOG
  9. Zer0_Kelvin

    Zer0_Kelvin Member

    So far I haven't been able to nail anything down.

    EXCEPT that I play the game ARCHEAGE, which is a game running off the Cryengine and this game requires elevated ADMIN Privieges.
    So I run Razer Synapse as Elevated Privileges also.

    Additionally, the game utilizes and anti-cheat software as a top layer and this has known issues with Razer Soft where we were advised to turn off the Razer Chroma services.

    I speculate that since I've got these services turned off, that there may be some uncommon scenario that causes the whole Razer Synapse to crash.
  10. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    If that is indeed the case, I won't be able to do much about this particular issue. We'll have to coordinate with the Software Team and the Devs. Send over the logs via PM so we can get a ticket started.
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