Kiyo - No preview or settings in Synapse | Razer Insider

Kiyo - No preview or settings in Synapse

M
I installed my new Kiyo today and it works perfectly with OBS Studio.
In Synapse the Kiyo is recognized immediately, but I can't use the preview or adjust any settings. All controls (under Broadcaster) are darkened, the preview cannot be switched on and I can't do anything about it (see attached image). Spent hours googling for a solution, but without success. Quite frustrating to be honest, seems to be a pretty good webcam. So any tip that helps to solve the problem is greatly appreciated.

PC, Win10 (64 bit)
Synapse version 3.5.331.33010
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18 Replies

K
I got the same problem and I didn't find out how to solve it.
I have Win10 (64 bit) and Synapse version 3.5.331.33010 too.
Hope someone will help us!
M
This is so frustrating. Now its focus is frozen too. Neither autofocus nor manual adjustment in OBS is still possible. It's a brand new camera. Only three days in operation. Never really worked!

I'm a freelancer and I need that cam to save my business. Due to the Corona pandemic lockdown I have to work via video chat, as soon as possible. Unfortunately the Kiyo was the only webcam still available. To be honest, I am quite desperate and very disappointed.
C
I also have the same problem. The Kiyo works in other programs like OBS or the windows Camera app. I´ve been using this setup for a few months now and never had a problem. Today I started the PC and couldn´t access the settings inside Synapse anymore. Also, just like you say, my preview is deactivated and can´t be activated anymore.
My attempt to fix this was to update windows, uninstall and install the Kiyo drivers, uninstall and install the whole Synapse program and switching USB slots. Also I restarded the PC a couple of times. Nothing worked.
I contacted the Support already but did not receive an answer yet.
1 Attachment
Razer.Speedcr0ss
Userlevel 7
Hey everyone! Thanks for posting your concerns here. I understand the urgency and how important the camera to your everyday usage. Allow me to help. By the way, aside from uninstalling/reinstalling the Razer Kiyo's driver and Razer Synapse 3.0 and connecting the camera to a different USB port, have you tried connecting it to a different computer? Should the issue persists, please send me a PM. Let's continue from there.
E
I have the exact same issue. It worked before and one of the updates has caused this not to work.
Razer.Speedcr0ss
Userlevel 7
ErikSchierboom
I have the exact same issue. It worked before and one of the updates has caused this not to work.


Thanks for sharing! Please send me the following:

a. Synapse 3.0 logs
b. Screenshot of System Information (Hit Windows+R to open the Run box. Type “msinfo32” into the “Open” field, and then hit Enter.)
c. Windows version (Hit Windows + R.to Open the Run box with then type winver)

Save the files via Google Drive or to another online drive account then paste the link together with your PM. Let's continue from there. I'll be locking this thread now.
M
Hi everyone.
I've had the same problem with Razer Kiyo Webcam and i think i've solved the issue.
The solution is very simple: what i've done has been connect the Razer Kyio disabling the other webcam devices on my computer. And that's it! Since then Kiyo will be the main webcam.
Later you can able again the other webcam devices.
I hope will work for you guys.
Razer.Speedcr0ss
Userlevel 7
Marcuccio_90
Hi everyone.
I've had the same problem with Razer Kiyo Webcam and i think i've solved the issue.
The solution is very simple: what i've done has been connect the Razer Kyio disabling the other webcam devices on my computer. And that's it! Since then Kiyo will be the main webcam.
Later you can able again the other webcam devices.
I hope will work for you guys.


Thanks for sharing @Marcuccio_90! I appreciate that you've updated this thread.

Hey everyone! Feel free to send me a PM should you need additional assistance.
T
Hi, same problem here with my Kiyo camera, tried different usb ports, no way, preview and controls disabled.

Connected the kiyo on another computer and, it works!, plugged back on my pc, uninstalled all razer software, re-installed and nothing, synapse 3 controls and preview disabled :_(

Any ideas?
T
PC where kiyo doesnt work has windows 10 2004 version, pc where kiyo does work has windows 10 1909 version.
A
Same problem, Windows 2004 here. everything up2date.
Razer.Speedcr0ss
Userlevel 7
Hi Tronkim0n! Thanks for sharing your findings regarding the Razer Synapse 3.0's Kiyo settings.

Hey everyone! I recommend submitting a case to our Support Team by clicking this link. If you are having difficulties, please send me a PM instead. I'll wait for your follow-up.
S
Same problem, i contacted support, but it answer is : you can connect your razer device only in 1 program 😕

my synapse version : 3.5.907.90217
my windows version : Windows 10 20H2
my driver version of kyio : 6.2.9200.16473
firmware version of kyio : v01.01.023

Can you update synapse to fix this bug ?
Razer.Speedcr0ss
Userlevel 7
SireTeddyroco
Same problem, i contacted support, but it answer is : you can connect your razer device only in 1 program :/

my synapse version : 3.5.907.90217
my windows version : Windows 10 20H2
my driver version of kyio : 6.2.9200.16473
firmware version of kyio : v01.01.023

Can you update synapse to fix this bug ?


Hey there! Please send a PM together with your email address or case number so I can check your contact history.
V
Go to Control Panel > System & Security > System > Device Management > Cameras > Razer Kiyo
Double-click it
Open Device Driver > Update > Search on my Computer > Select form a list on my computer >
Select USB video device
Reboot even if not asked to
All Well!
Razer.Speedcr0ss
Userlevel 7
vharkos66
Go to Control Panel > System & Security > System > Device Management > Cameras > Razer Kiyo
Double-click it
Open Device Driver > Update > Search on my Computer > Select form a list on my computer >
Select USB video device
Reboot even if not asked to
All Well!


Hey vharkos66! Thanks for posting this.

Hello everyone! Please check if the step above help your Razer Synapse's camera preview concern. I'll wait for your updates.
Y
Razer.SpeedCr0ss
Hey vharkos66! Thanks for posting this.

Hello everyone! Please check if the step above help your Razer Synapse's camera preview concern. I'll wait for your updates.


Hi,

i had the same issue since the first installation of my Razer Kyio.
After replacing the Kyio Driver with the USB Webcam driver the Razer Synapse software was able to use the camera too.

Edit: After changing back to the Kyio Driver, Razer Synapse isn't able to handle the camera (it shows the menu but everything there is disabled)

The only reason why the camera can be used in other software is, because they directly use the default usb driver.
Razer.Speedcr0ss
Userlevel 7
ErrorSnipeZz
Hi,

i had the same issue since the first installation of my Razer Kyio.
After replacing the Kyio Driver with the USB Webcam driver the Razer Synapse software was able to use the camera too.

Edit: After changing back to the Kyio Driver, Razer Synapse isn't able to handle the camera (it shows the menu but everything there is disabled)

The only reason why the camera can be used in other software is, because they directly use the default usb driver.


Thanks for sharing this too. I've cascaded it to the team. I'll be locking this thread now. Don’t hesitate to send me a PM or visit our self-help options should you have other questions or concerns.
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