Huntsman Elite vs. Synapse 3 (always the newest "stable")

Discussion in 'Razer Support' started by Swordhun, Mar 10, 2021.

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  1. Swordhun

    Swordhun New Member

    Hi,

    First of all, this issue is known by support, the keyboard replaced with a new one by them, but the issue still remains, not hardware issue.
    Please help me to test it.

    I have Huntsman Elite, I'm using Synapse 3. When I'm pushing a button that has led indicator (CAPS LOCK, SCROLL LOCK, NUM LOCK, etc) for a while (10 seconds or more), the led lights remains in the "last" state, Synapse 3 "freezing", other led visual effects are not working as intended, and nothing works, which driven by Synapse 3, for example, sleep after x minutes or idle.
    Why I push a button so long? Because this is "push to talk button" in the voice chat software, but all goes wrong when I push only the buttons for a long time, without a voice program.
    After I kill Synapse 3 and keep pushing this button, the led indicator is working normally. Only freezing when Synapse 3 is working. In this case, the Synapse 3 not recognize Huntsman Elite + wrist rest and not shows the led visual effects in Studio.

    I need to replug the cable to the USB to get normal work. My bet, this is Synapse 3 software error.


    Please test it for me.
    Please push caps lock 3-4x 10-15 seconds in Windows 10. What's happening after? Synapse 3 first slow down? Led reaction time is slower and slower and finally freezing? Or everything works fine, doesn't matter, how keep pushing the caps lock button?

    Thanks for helping...
     
  2. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hi there! Thanks for initiating this thread. And yes, the team is aware of this issue and our devs are working on an official fix. Please send me your existing case number together with the following:

    a. Screenshot of System Information (Hit Windows+R to open the Run box. Type “msinfo32” into the “Open” field, and then hit Enter.)
    b. Screenshot of Windows version (Hit Windows + R. Open the Run box with then type winver)
    c. Screenshot of Synapse version (Click the gear/cog icon at the top right. For Synapse 3.0, click “About”).
    d. Synapse 3.0 logs.

    Save the compressed files via Google Drive or any online drive account, then paste the link in your PM. Let's continue from there.
     
  3. Swordhun

    Swordhun New Member

    Hi,

    Thank you for reply. Great news, your team is on it, but I don't know why replace my keyboard...
    I'm going to start a private thread for you with answers.
     
  4. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Thanks for the follow-up. The Support Team wants your Razer Huntsman Elite to undergo a replacement as they wanted to test the keyboard as part of Razer's investigation. Anyhow, I'll check your PM.
     
  5. Swordhun

    Swordhun New Member

    Ok, I see. Ty.
     
  6. Swordhun

    Swordhun New Member

    We have a workaround to avoid this issue or a solution to "unfreeze"? If yes, tell me, please!
    I found the replug USB only, and that's pain for me.
     
  7. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    You're welcome. There's no workaround yet. I'll update this thread once I got an update from the devs/Support Team.
     
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