Mouse Randomly Freezing | Razer Insider

Mouse Randomly Freezing


I have a support ticket on this that I created on 6/16 that has yet to be responded to: (*Omitted for security reasons)

I have a Razer Naga 2014 that started to "act up" and randomly freeze. I thought that this was due to heavy use. My rig gets used for work, my business, my gaming and when my sons want to play things that their systems cannot handle.

Going on the suspicion that the years old device was nearing end of life I purchased a Razer Naga Chroma. Prior to this I was using Synapse 2 as that was what my devices needed. Plugged in the Naga Chroma and configured it in Synapse and was off. No more worries.

Two days later I was back to where I was. Mouse freezing. Locking in the Y axis only allowing horizontal movement. This is not just during games, but during normal operations such as web browsing.

Here is my system:

OS
Win 10Pro x64

SYSTEM
Ryzen 5 2600X (6 core 12 thread)
64 GB DDR4
256 GB SSD M.2 OS drive
Multiple Sata data drives

PERIPHS
Orbweaver Chroma
Deathstalker
Naga 2014 (removed)
Naga Chroma (installed)
Elextra V2 USB
Alpha Lexicon USB Audio device

I wanted to attach a list of all the applications, but only image attachments are allowed, so that list will be at the end. The two programs of note are Webroot and Synergy as Webroot is my AV and Synergy is a software-based KVM.

Here are all the things that I have tried:

I have disabled and uninstalled everything to do with the mouse and the AV and KVM software and nothing has changed.
Tried different ports
Updated firmware of everything on my system (from Windows update and the manufacturers)
Connected the mice to my old laptop and I am not able to reproduce the issue (most things are uninstalled from it)
Calibrated performance AND the surface
Bought a gaming mousepad
Connected a normal mouse and while the Razer mouse is frozen the normal mouse functions
Took note if there was any sort of cyclical nature in the timing of the events

I know that the obvious one that sticks out is that I cannot repro on the old machine, but I am not seeing anything that should cause a conflict.

Any help would be appreciated.

SOFTWARE

I have tried several times to add add the software in this initial post, but it seems to time out. If this gets added this time I will add the software in a note of the post.

This topic has been closed for comments

7 Replies

Userlevel 7
Hi @JDDoesIT! Thanks for posting your concern here. Please send me your Razer Synapse 2.0 logs by following the steps here. Save the files via Google Drive or to another online drive then paste the link together with your PM. Let's continue from there.
I had removed it as a part of my troubleshooting, and I just added it back. Will send them to you after a few days.
Userlevel 7
JDDoesIT
I had removed it as a part of my troubleshooting, and I just added it back. Will send them to you after a few days.


I see. Thanks for the follow-up. I'll be waiting for your PM.
what was the result? My chroma started doing this last year. I just reinstalled synapse and the mouse has y-axis locked. There was no warning. it was working oustandingly, then useless. Ive qtipped the sensor, and held the righ, middle, and left buttons down for 7 seconds. I tried it on different computers.
Userlevel 7
polyDarkByzantium929
what was the result? My chroma started doing this last year. I just reinstalled synapse and the mouse has y-axis locked. There was no warning. it was working oustandingly, then useless. Ive qtipped the sensor, and held the righ, middle, and left buttons down for 7 seconds. I tried it on different computers.


Hi there! Does the other computer have Razer Synapse? Also, are you using Razer Synapse 3.0? If yes, please reset the device through the software's settings and see if it helps. Feel free to send me a PM together with your device's serial number should you need additional assistance.
Synapse version 2.21 It is up to date. I only plugged it back into the original computer. It is strange. I gave the wired version to a friend when I bought this wireless option. He said his did the exact same thing, but he unplugged the mouse and rebooted the computer. That one has been working just fine. His computer is also runnning windows 10.
Userlevel 7
polyDarkByzantium929
Synapse version 2.21 It is up to date. I only plugged it back into the original computer. It is strange. I gave the wired version to a friend when I bought this wireless option. He said his did the exact same thing, but he unplugged the mouse and rebooted the computer. That one has been working just fine. His computer is also runnning windows 10.


Thanks for letting me know. Please send me a PM together with your device's serial number. Let's continue from there.