I'm not sure if it's me or Razer

Discussion in 'Razer Support' started by ITookYourTaco, Mar 12, 2019.

Thread Status:
Not open for further replies.
  1. ITookYourTaco

    ITookYourTaco New Member

    I've just received my third Mamba & Firefly Hyperflux set with the first two being bought directly from Amazon and both being faulty with the mouse randomly cutting off during use within days of getting the product and now I've bought the third directly from Razer and the same issue is occurring. There is no way that I've ended up with three faulty models.

    I've ran through all the troubleshoots I can find, testing it without Synapse, with a new version, made sure all the drivers were up to date, I've removed my wireless charger, everything I can think of. The only metal nearby would be the frame of my desk but the desk surface itself is wooden. This is extremely frustrating because I love the product but I hoped that it was just Amazon's stock that was faulty, but that's not the case.

    Has anyone had issues that were fixed with this product in the past that they can tell me or have some fixes for this? Because I hate I've already returned £500 worth of Hyperflux products, I'd hate to have to return this one and stick to a wired mouse.
     
  2. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Hello there! Can you share a photo of your setup so we can take a closer look? Also, is it just the Mamba mouse that loses power? Does the Firefly remain lit up?
     
    ITookYourTaco likes this.
  3. ITookYourTaco

    ITookYourTaco New Member

    It's the mouse itself that loses power, the Firefly does remain lit. The actual power loss is very random varying from every couple of seconds to every couple of minutes.
    [​IMG]
    [​IMG]
     

    Attached Files:

    • 1.png
      1.png
      File size:
      565.2 KB
      Views:
      7
    • 2.png
      2.png
      File size:
      655 KB
      Views:
      6
  4. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Thanks for the photos. Just to confirm as it isn't very clear in the photos that you have posted, is the metal part of the desk frame directly under the mousepad? If it is, can you try moving the mousepad so it doesn't overlap with the frame and see if the issue persists?
     
  5. ITookYourTaco

    ITookYourTaco New Member

    The desk isn't that big and the metal frame continues under the desk. I'll give it a shot though and i will put a full desk mouse Matt underneath to see if it makes a difference and I'll update you tonight.
     
  6. ITookYourTaco

    ITookYourTaco New Member

    I've put my rubber/cloth full desk matt underneath the Hyperflux and I've not had any issues for the past 3-4 hours with it disconnecting. I'll try it for the next couple of days to see if it is the metal on my desk causing issues. Thanks for the suggestions.
     
  7. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Thanks for the update. Just let me know how it goes.
     
  8. ITookYourTaco

    ITookYourTaco New Member

    It seems the rubber Matt has sorted the issue. It must have been the metal frame under my desk
     
    Razer.RedPanda likes this.
Thread Status:
Not open for further replies.
Sign In with Razer ID >


Don't have a Razer ID yet?
Get Razer ID >