Issues with devices disappearing from Synapse 3 on Windows 7? Click here.

Discussion in 'Razer Synapse 3 Beta' started by RazerThe_Fiend, Feb 21, 2019.

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  1. RazerThe_Fiend

    RazerThe_Fiend Well-Known Member Staff Member

    [Follow-up update (post #3) in the replies below]

    Hi All,

    In the recent Synapse patch. We updated all drivers to the newest signatures and it seems to have caused troubles on some Windows 7 PCs specifically so that the devices will no longer show up in Synapse.

    On our internal QA machines with latest Windows 7 patch installed, this issue is absolutely non-existent. Please help us help you in resolving this issue by following these steps :
    1. Verify that device is compatible with Synapse 3. Supported device list here.
    2. Update Windows 7 to its latest patch. We will not be addressing this issue for older patches of Win 7 as that may lead to stability/security issues.
    3. Clean installation of Synapse 3 (remove all razer software from pc -> restart -> install synapse 3 -> restart). Windows 7 sometimes will not load drivers until the next session, so a restart is VERY important. Many users can see their devices after a simple restart post-install.
    4. Unverified FIX : If you STILL can't see your device in Synapse 3, we have a potential hotfix in the works, but we have no way to verify its efficacy. If you would like to test this unreleased hotfix, please send me a PM with your exact device (device manager screenshot would be nice), so that I can share the hotfix for your specific device with you.

    [Follow-up update (post #3) in the replies below]
    Last edited: Apr 2, 2019
  2. ilpsxnus

    ilpsxnus New Member

    I just did a clean reinstall of Windows 7 64-bit Home Premium using the ISO from Microsoft's website which includes SP1 and the later SP1 convenience rollup. I've run Windows Update several times and had all important and optional updates installed such that my current status is "Windows is up to date" at this time of my post.

    After installing Synapse 3 and restarting my PC several times, I am still getting the same issue - my BW Elite constantly disconnects and reconnects and I have to terminate Synapse and Central after which Chroma and Macros will not work.

    I'd be very interested to see what list of updates you've had installed on your Windows 7 QA machines to see how it compares with with mine. In any case I will be PMing you shortly to get the hotfix.
    Last edited: Feb 22, 2019
  3. RazerThe_Fiend

    RazerThe_Fiend Well-Known Member Staff Member

    27 Feb UPDATE : Based on user logs and further diagnostic, this issue is limited to Win 7 systems not using the latest service pack/update. The last Synapse patch updated the driver signatures to use SHA-2. And If you are still using an old version Windows 7 without SHA-2 support, the driver installation will fail and we will be unable to help you. Users require Windows update id : 3033929 for Windows 7 for your drivers to be installed successfully.

    Further reading :
    Last edited: Apr 2, 2019
  4. leetVioletbase390

    leetVioletbase390 New Member

    If you have the the most recent Windows 7 monthly security rollup(s), you will have that update.
    Last edited: Mar 1, 2019
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