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Mouse freeze and break UX on a gorgeous Razer Stealth 13 config

Discussion in 'Razer Support' started by JpEncausse, May 26, 2020.

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  1. JpEncausse

    JpEncausse New Member

    Hello,

    I setup a great configuration with Razer Stealth 13 + Core X Chroma + Black Widow + Viper Mini
    (*Omitted, refer to our house rules)

    and be able to connect up to 7 display !!!
    and launch a lot of software in parallèle

    but the experience is completly disapointed because my mouse and keyboard freeze ...
    • The Trackpad works but not the mouse
    • It's like if the USB Hub is "reset" by the OS (the LED reset the freeze disapear)
    • It happened when there is some work load but the CPU / Memory / Disk / Network are never overload
    I change the mouse, change cable, check OS, etc ... nothing

    My guess is that there is some conflict at hardware level that messed up the USB management and reset the USB port (even if I change the port) or at OS level or at Synapse level. But I don't know what to do

    EDIT: it happened often when I play HTML5 video (on Chrome) my guess it could be a problem related to eGPU and USB ? ( the eGPU is on thunderbolt, the mouse and keyboard are on a hub on an other USB port because there is no bandwidth on Core X Chroma ...)

    And it's REALLY ANNOYING to have the mouse freeze for 10-30s for no reasons ... :-(
     
    Last edited: May 26, 2020
  2. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hey there! Thanks for posting your setup's concern here. Have you tried replicating the issue if there are lesser devices daisy-chained or when the devices are connected individually? Please send me a video showing the concern by saving it via Google Drive or to another online drive account then paste the link on PM. Let's continue from there.
     
  3. JpEncausse

    JpEncausse New Member

    Hi,
    Hard to make a video, the mouse freeze "randomly" let say 1x per hour that depends.
    The behavior is :
    • mouse freeze
    • trackpad still working
    • wait like 10-15s
    • then the color of the mouse and keyboard "kind of" reset
    There is a lot of feedback online talking about a bad management of USB with eGPU. And yes it seems the issue could happend when graphic card is more involved (like open a chrome tab with video player, starting a big game, etc ...)

    I tried to plug the mouse in many ways (directly on laptop, etc ...) but still got the issue.
    • I don't think it's a power issue.
    • I don't think it's a threshold issue (I thought SSD would messed up but no)
    I completly reinstall NVIDIA drivers now Cragic Card are correctly detected (VERY weird it detect a GTX 1650 and an Intel Iris)
     

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  4. JpEncausse

    JpEncausse New Member

    • I thought it was my (external) SSD/USB hardrives but no I still have the issue
    • Even if the mouse is directly plugged to the laptop USB
    It seems when there is some computation (lauching an app, or background working) the freeze may happen more easily.
     
  5. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Thanks for the update. Have you contacted our Support Team via phone, chat, or email? Please send me a PM together with your laptop's serial number. I'll wait for your follow-up.
     
  6. JpEncausse

    JpEncausse New Member

    Can't reply to you conversation, I have an :

    access denied when I try to reply to him Access Denied You don't have permission to access "http://insider.razer.com/index.php?" on this server.
    Reference #18.9991dd58.1591014358.2ced91fa

    I reply throught the case: (Omitted for security reasons)
     
  7. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Thanks for the follow-up. I've replied to your PM. If you still can't post your reply there, please update this thread instead.
     
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