razer surround just disappeared when i updated mu pc

around 2 days ago i chose to update my computer, i had the same problem exactly an year ago, something happens to the synapse 2.0 and it just removes my surround, like i never had it, i had surround for about 6+ years, i got it back when i had the Razer Kraken Chrome 7.1, now i do not have the headphones and im required to use them to write their serial number, last time it happened i have talked to a very nice dude from Razer with livechat, explained the situation, and he helped me by giving me a serial key, even after i had the serial key applied on to my account surround went missing, i know for a fact the surround can support headphones that are not Razer only, now the livechat is missing so i need to wait around 10 to 16 hours a day to get a response and i kinda need a faster response so i can solve the missing surround issue as fast as possible.