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Razer Core Connectivity Problems

Discussion in 'Systems' started by robotdna, Jan 7, 2017.

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  1. robotdna

    robotdna New Member

    Hello all,

    I am having an issue where my Core will disconnect randomly from my Kaby Lake Stealth during use. This is a large issue and it's causing a lot of problems for me. I have updated everything through Synapse, and done all the Win10 updates available. I purchased both the Core and the Stealth on the 27th of December in 2016, and just about started having issues as soon as it arrived (a few days ago). The Chroma LEDs will stop working randomly too while in use, but when unplugging and replugging in the Core they prove to work still. Synapse recognizes the Core too but I can't get the LEDs to light up by changing the defaults. The Stealth seems to be functioning fine (writing this on it), and I'm liking it a lot. I really hope I'm able to get this resolved otherwise I'll probably just return the whole setup. I really don't want to do that as I haven't ran into any other issues besides the Core connectivity and I'm starting to really like my Stealth and it's all very pretty hardware. When the Core is working, I'm quite happy with it. Planetside 2 seems to have no issues with the GPU and only gets bottlenecked with the CPU (what can I expect, that's okay).

    I have read all the Core-related threads out there on fixing this, and done what I can. I have sent in an email requesting support, but I assume that will take weeks since the support team seems to be small or have few hours or something.


    My hardware:

    Razer Blade Stealth:
    • Kaby Lake i7 7500U
    • 16 GB RAM
    • 512 GB SSD
    • QHD Display
    Razer Core:
    • MSI Armor Invida GTX 1060 3GB OC Edition, uses 8 pin power
    Other various hardware I've had plugged into the Core:
    • random Insignia mouse I found laying around until I can return to my Rat 7
    • DisplayPort cable into a Samsung 4k display

    My attempts at a solution:
    • finding various orders to plug the Core into the device (start from shutoff, allow the Core to wait 30 seconds, power cycling the Core)
    • reseat the GPU, switch the power cable for the GPU
    • switch the wifi to 5Ghz
    • run Stealth in Airplane mode
    • doing all available updates within Synapse
    • doing all available Windows 10 updates
    • try using Core with and without the various hardware listed above
    • DID NOT attempt to bend the rail inward as I didn't want to void any kind of warranty I may have to use for this. I did investigate whether or not this was even necessary though- with the tray unlocked and the Core plugged in to the Stealth, I slowly pulled it out and it disconnected from the Stealth a certain distance out as expected, past where the hinge locks it. I don't believe the magnet issue applies here.
    • I don't have Ethernet at home, so I have to rely on wifi. When I was updating and downloading programs at an Ethernet location, I did notice the Core still had issues when on Ethernet as well as when wifi was turned off with Ethernet plugged in.
    Any new insight is appreciated. This hardware is brand new from China, and I can't really notice any external quality issues so to speak so I was hoping this fresh end of 2016 batch would be fairly bug-free. :slightly_sad:

    Razer- don't you give me the "This is not a support forum" answer unless you can direct me to somewhere that is please. Thanks.


    All, thank you for your time and any assistance you can provide.
     
  2. Yousif47

    Yousif47 Active Member

    Razer support probibly is your best shot as they might exchange your unit with a brand new one if they can't fix it
    you seems to try all the troubleshooting exepct factory reseting your stealth (back up your data first)
    try that and also try to reset the BIOS setting to defualt and try again

    if that don't work then you may ask Razer for RMA
    keep us updated
     
    Razer|Jaisani_Choe likes this.
  3. Jaisani

    Jaisani Cat

    Hey @robotdna so sorry to hear this. Thanks for contacting our Support Team. Rest assured, our Support Team will get back to you as soon as they can. If you require any further assistance do feel free to contact me directly. :) Also our Support Team will be able to provide you with the best solution for your issue.

    To anyone facing similar issues, please do contact our Support Team and they will be able to assist you.

    I'll be locking this thread now. Just a friendly reminder, Razer Insider is not a support forum.
     
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