headset kaken tournament edition; static on game output

Discussion in 'Razer Support' started by etwasanderes2, Jan 11, 2019.

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  1. etwasanderes2

    etwasanderes2 New Member

    so I have a new headset. It's connected like this: usb - audio controller - headset

    Windows shows me 2 Audio output devices:
    Headset Earphone (Razer Kraken TE - Chat)
    Speakers (Razer Kraken TE - Game)

    When I select Chat, I hear all sounds like normal.
    Moving the Game-Chat dial on the audio contoller towards Game just makes the Audio quieter.

    When I select Game, I get static, when anything trys to output sound.
    Moving the Game-Chat dial on the audio contoller towards Chat just makes the Static quieter.

    I don't believe this is how that was intendet, how do I fix this?
    (Yes, I have tried turning it off and on again)

    edit: I have synapse running
    edit: works fine on my laptop (edit: no synapse on my Laptop)
    eidt: I unistalled synapse. It works now.
    edit: I reinstalled it again. It broke again. How can I make it work?
    edit: I assume it's a problem with software.
     
    Last edited: Jan 13, 2019
    Radnos likes this.
  2. Radnos

    Radnos New Member

    Hi! Exactly same here... Tried everything. Still have the popping crackling noise...
     
  3. etwasanderes2

    etwasanderes2 New Member

    I have emailed tech support about this, we shall see...
     
  4. etwasanderes2

    etwasanderes2 New Member

    They respondet:

    Welcome to Razer Software Support. We are glad to assist you.

    We have received your Problem Ticket, and we understand that you are experiencing audio issues using your Kraken TE whenever Synapse 3 is running in the background. Are we understanding the concern correctly?

    We apologize for the inconvenience. It is possible that the problem might be caused by hardware-related or software-related issue, or it might be that uninstalled updates in Synapse or OS.

    We understand that you have done a lot of reinstalling procedure in an attempt to fix the issue, but advice that you do it one more time to further isolate the problem. Here's our troubleshooting plan:

    1. Install necessary updates on both Windows and Synapse software.
    2. Use a test account to isolate if the problem is caused by account-related issue.
    3. Repair Synapse
    4. Clean install Synapse

    We will now provide you the troubleshooting steps, which will take a couple of minutes for you to perform. Are you ready? Let's start troubleshooting!

    Please follow the step-by-step instructions below.


    STEP 1 - UPDATE VISUAL C++ and .NET FRAMEWORK

    Please click on the links below to update your Visual C++ and .NET framework

    1. .Net Framework:

    https://bit.ly/2x49YYw

    2. Visual C++ Redistributable:

    https://bit.ly/2xaQf8J


    After the updates, restart computer. If the issue continues, proceed to the next step.


    STEP 2 - INSTALL WINDOWS UPDATE

    1. Go to Control Panel and then to System and Security.
    2. Now click on Windows Updates section.
    3. Then just click on Check for updates and let Windows find and install (if available) updates.
    4. Restart your computer.
    5. Proceed to the next step.


    STEP 3 - INSTALL SYNAPSE UPDATES

    1. Click on the gear/cog icon at the upper right side of Synapse dashboard.
    2. Under ''Settings'', click on ''About''.
    3. Click on ''Check for Updates'' to check if an update is available.
    4. If an update is available, install updates.
    5. If the software is up-to-date, proceed to the next step.

    STEP 4 - REPAIR SYNAPSE

    If the problem is caused by Synapse glitch, we will first attempt to repair Synapse.

    Here's how:

    a. Go to Control Panel > Programs > Programs and Features.

    b. Select Razer Synapse and click Uninstall/Change.

    c. Click on Repair and wait for repair completion.

    d. After repair completion, launch Synapse and check if issue is the same.

    If the issue continues after you carried out Repair Synapse procedure, please proceed to the next step.


    STEP 5 - CLEAN INSTALL SYNAPSE

    We would like to set your expectation that if we clean install Synapse, all the profiles, macros and keybinds you set will be deleted, and you will start from a clean slate.

    Prior to completely installing Synapse, please send the log details to us.

    To send logs:

    Please download the log collector from the link below, and the .exe file on your computer:

    http://dl.razerzone.com/drivers/Synapse3/win/LogCollector/Razer_Log_Collector_V1.6.0.zip

    The log collector will generate a file on your desktop. If the file is too large to be attached in the email, please upload it on Google Drive and share the link to us.

    Once log collection is done, proceed to clean install procedure below.

    To uninstall:

    1. Uninstall "Razer Synapse" and "Razer Chroma SDK Core Components" from your computer under Program and Features.

    2. Delete all files in C:\Program Files (x86)\Razer\Synapse and C:\ProgramData\Razer\Synapse directories. These folders are hidden by default, so please be sure to unhide them by accessing "Folder Options", then, go to the "View" tab and select "Show hidden files, folders, and drives."

    Note: If you are somehow unable to delete these folders, you may have to kill any Razer Synapse related processes running in your task manager.

    3. To ensure that there are no residual files remaining that may corrupt the installation, restart your computer.

    4. Go into device manager, go to Keyboards and Audio inputs and outputs 0 mouse and other pointing devices, uninstall HID Keyboard and Mouse Drivers and all other Razer product drivers, and restart your PC. Be sure to select delete drivers as well when uninstalling.


    Delete all Razer files in the computer:

    1. Press Windows + r, and type CMD and press enter
    2. Type regedit in the command prompt window and press enter.
    3. Please go to this path and delete it. Please remove this registry key:
    HKEY_LOCAL_MACHINE\SOFTWARE\WOW643NODE\Razer
    4. If Razer Chroma SDK is available, please delete it also.
    5. Restart your computer again.
    6. Temporarily turn off all Firewall and Antivirus software to prevent any conflicts.


    To re-install Synapse:

    1. Click on the link below to download Synapse 3 software

    https://bit.ly/2u11eB7

    2. Download and save installer.
    3. Once the download has completed, run the file as Administrator and install the application. Just follow on-screen instructions.
    4. Once the installation is complete, turn on your firewalls and antivirus and log in to your Razer ID account.
    5. Make sure you install all modules (macro, chroma, and hue) on Synapse 3.
    6. Check if clean install resolves the issue.

    I tried reinstalling stuff, found out that I had newer versions of .net & c++ than the links (apparently). Then, while playing around with windows settings, It just suddenly started working. No clue why.
     
  5. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Please install the Synapse update released today. It should fix this issue. If the problem persists, please send me a PM with the serial number of your headsets along with the link to this thread for reference.
     
  6. Chiicane

    Chiicane New Member

    I'm having the same problem, I performed all the above steps and continued. It did not.
     
  7. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Hit me up so we can do some troubleshooting. In your message, please include the serial number of your headset along with the link to this thread for reference.
     
  8. Crazy_Sue

    Crazy_Sue New Member

    I have been hit with this same exact issue as of today. I have updated everything on my computer, I have uninstalled both Synapse programs and then reinstalled them. (I need 2 for my Orbweaver and 3 for my Huntsman Elite and my RKTE) I have had this headset since Dec 28 with no problems until today! I contacted Customer Support and that lady didn't help me at all. :/ I am getting further frustrated because it works fine on my Husbands computer, but not mine! He has the same Synapse 3, some computer, same everything. HELP! (T_T)
     
  9. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    You mentioned that the headset works fine on another computer so this may be a bit tricky. Do sent me a PM so we can troubleshoot.
     
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