Razer Synapse 2.0 on macOS High Sierra issue

Discussion in 'Razer Synapse' started by RADIUMU92-SSBPLASMA, Feb 6, 2018.

  1. davidbdeath

    davidbdeath New Member

    Have you deleted all of the file Razer leaves behind after an uninstall?
  2. franctastic

    franctastic Member

    Synapse includes an uninstaller APP



    but I always check with CleanMyMac to see if all files have been deleted


    (I have the icon in the Dock because SYNAPSE for Mac gives a lot of errors...)

    Last edited: Mar 13, 2018
    davidbdeath likes this.
  3. 5n4fu

    5n4fu New Member

    Thanks for jumping in. This is not only a beta issue, I have been having the same problems since 10.13.2, and still doesn't work with 10.13.3!

    You say you haven't tested it with beta, so that suggests you test it with 10.13.3.... Could you get it work? Where is the support for it?
    BaccaBoss2 and franctastic like this.
  4. franctastic

    franctastic Member

    The latest version of macOS High Sierra is 10.13.4 beta 5 (17E182a)
    Beta versions are for developers.

    The development of SYNAPSE v.1.82 has remained in the stable version of macOS High Sierra 10.13.2

  5. Cannot get Synapse 2 to work on 10 13 3 as it crashes my iMac. The crash reports have been sent to Razer and hopefully a fix will happen soon. Cheers.
  6. RazerThe_Fiend

    RazerThe_Fiend Well-Known Member Staff Member

    Hi Everyone,

    I just got confirmation from the engineering team that we don't have this issue in our test environment on both 10.13.3 and 10.13.4.

    Would appreciate if you could share your crash logs with me via PM for further investigation.

    The crash logs are stored in the folder ~/Library/Logs/DiagnosticReports/. You can reach this folder by following these steps:
    1. In Finder, click on the Go menu and choose Go to Folder... After selecting this command, a text field should appear in Finder.
    2. Paste the path ~/Library/Logs/DiagnosticReports/ into the text field.
    3. Click the Go button.

    Please capture crash logs with filenames containing:
    · Razer Synapse
    · RzDeviceEngine
    · RzUpdater

    In addition, your System Information might also be helpful in the investigation :
  7. franctastic

    franctastic Member

    I have sent 10 bug reports to Razer's support department in the last 2 months...
    They don't answer me anymore....

    I haven't been able to use SYNAPSE in 50 days...

  8. BaccaBoss2

    BaccaBoss2 Active Member

    My Synapse always crashes, soaks up RAM and CPU, and slows down my rMBP.

    Spoke with Razer Support on Twitter, they said to do the Live Chat after probably the third reinstall. Live chat basically blamed it on the macOS Beta (even though I clearly stated that the issue existed before I went to the Beta) and said there wasn't anything they could do, but I would get an email from the devs. That was last week, and I'm still waiting for the imaginary email.

    In the meantime, I've said screw it and uninstalled Synapse until this crap is fixed.
    franctastic likes this.
  9. franctastic

    franctastic Member

    change the Engineering Team

  10. RazerThe_Fiend

    RazerThe_Fiend Well-Known Member Staff Member

    Change the engineering team because Synapse doesn't crash on their test machines? That would be quite rude.

    Please understand that not ever single machine will see every single issue experienced across millions of users worldwide. Some issues can only be reproduced in specific environments and we can't fix something unless we know what's causing the issue.
    PT.Singer likes this.
  11. franctastic

    franctastic Member

    of Synapse users on Mac? hahahaha
    or they must have installed macOS the Captain....
  12. franctastic

    franctastic Member

    I have 30 emails sent to Razer support, with all the files and information you have requested!
  13. RazerThe_Fiend

    RazerThe_Fiend Well-Known Member Staff Member

    OK, please share your razerid (the login email you use for Synapse) with me in a PM in that case so that the engineers can search for your logs specifically.
  14. franctastic

    franctastic Member

    if you tell me your email, I forward ALL the emails I have with support from Razer
    30 mails
  15. franctastic

    franctastic Member

    Last edited: Mar 20, 2018
  16. franctastic

    franctastic Member

     i'm a MAC user 
    • iMac - i7 - 32GB RAM - SSD
    • MacBook Pro - i7 - 16GB RAM - SSD
    • Mac Mini (media center) - i7 - 16GB RAM - SSD
    • Razer Blackwidow Chroma
    • Razer Naga Epic Chroma
  17. BaccaBoss2

    BaccaBoss2 Active Member

    You might want to calm down before @RazerThe_Fiend gets annoyed with you and just ignores you. Patience is key man. (Although mine is admittedly wearing thin)
  18. franctastic

    franctastic Member

    to ignore me? This gentleman @RazerThe_Fiend is not even from the technical service, and he's probably never had a Mac around.
    Razer's supersupport has been ignoring me for months, because they have no solution to the disaster that is Synapse for Mac...

    I repeat that I have already sent 30 mails to Razer's supersupport, sending all the files that request me every time there is a crash, errors, etc.

    this crash is 5 minutes old:


    Last edited: Mar 21, 2018
  19. RazerThe_Fiend

    RazerThe_Fiend Well-Known Member Staff Member

    That would not be necessary. The primary thing engineering team requires are the logs. They can search previously submitted logs by your RazerID (which I have shared with them).

    Nah, that's fine, I understand how it would be frustrating, and I'm not ignoring anyone. Just that I check Insider only about once a day. I can't always read and reply every message instantly.
    BaccaBoss2 and franctastic like this.
  20. franctastic

    franctastic Member

    From crash logs I could send out almost every day.
    I don't keep crash records anymore because Razer Support hasn't answered my emails for 1 month.
    These are the ones I sent to Razer's support.

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