Razer Tartarus V2 controller D-pad sticking / glitch

Discussion in 'Razer Support' started by cpoChiD, Dec 10, 2020.

  1. the_novena

    the_novena Member

    His "Why Razer?!?" video in October was the catalyst which led to him discovering and promoting reWASD in his "A Decent Workaround" video, in November.
     
  2. Seegeth

    Seegeth Member

    After 2 days playing WoT without Synapse, Tartarus works fine.
    reWASD works ok, but not perfectly.
    You can,t bind scroll wheel.
     
  3. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey everyone! I appreciate posting your observations after performing the isolating tests. Please send me your Razer Synapse 3.0 logs by following the steps on this link. Save the files via Google Drive or to any online drive, then paste the link in your message after submitting a case or sending me a PM.
     
  4. Seegeth

    Seegeth Member

    Clean reinstall of Synpase 3
    1 hour of game with Synapse:
    "S" key stuck once
    "D" key stuck once

    @Razer.SpeedCr0ss logs send via PM
     
    Razer.Speedcr0ss and the_novena like this.
  5. the_novena

    the_novena Member

    Update: Razer technical support invited me to log in to Synapse 3 on their test account which I spent a few hours testing. Sure enough, the problem occurred again/still. Awaiting further troubleshooting instructions.

    Every voice counts in lending volume to our collective complaints, so I appreciate everybody speaking up about what they are encountering.

    Even more valuable is the individual troubleshooting feedback. The more people who are willing to go the extra mile to follow the steps that tech support has recommended, and report back on their results, then theoretically: the quicker and easier it will be for Razer support to isolate the issue.

    Thank you!
     
  6. KAWAiiSONG

    KAWAiiSONG New Member

    the problem in Synapse 3.0 ! I also went to the test account pot 2 months ago ! still a dead end! it's a shame that so many people keep silent and tolerate this problem! and third-party software is not right ! devices cost too much money!
     
  7. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Your feedback is well taken. However, the needs everyone's cooperation by sending the Razer Synapse 3.0 logs as the team needs to check the software's behavior from each user. By the way, I replied to your PM. I'll wait for your follow-up.

    Hey everyone. Please send me your Razer Synapse logs via PM by following the steps above.
     
  8. NoahArk620

    NoahArk620 New Member

    Been following this issue since April with Razer Support team. My unit may not be Tartarus v2, but as I understand it, the issue is the same with Tartarus Pro. Only temporary solution is to close off Synapse 3.0, and use reWASD right now, which is a massive shame.

    I had been doing an ongoing discussion and update whenever Razer Support provided any meaningful information, but so far, the team that is assigned to me is blaming it on 'external factors'. :/ I think testing on 3 different computers with 3 completely different configurations is 'not enough' already. I already RMA'd my unit, and the unit still showed the same problems since.

    Anyway, the link to the discussion is on Reddit: https://www.reddit.com/r/razer/comments/ixli8e/tartarus_pro_movement_wasd_lock_occasionally_pt2/

    Archive version is at: https://www.reddit.com/r/razer/comments/fn1iv3/tartarus_pro_movement_wasd_lock_occasionally_need/
     
    the_novena likes this.
  9. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey NoahArk620! Thanks for posting your observation/experience here. Please send me your previous case number or email address via PM so I can review your contact history.
     
  10. the_novena

    the_novena Member

    Those reddit threads provide a good volume of other users encountering the issue, and also some interesting observations. I'm particularly curious about the possible work-around coachrx and jerrymandering3 were discussing. I wonder how sustainable a 'fix' that is?

    Turbo Keys.JPG
     
    jhnclvr likes this.
  11. the_novena

    the_novena Member

    @Razer.SpeedCr0ss ... after all of the tech support troubleshooting that I (and many others) have taken the time to perform and report back on, can you please answer some quantifiable questions in return?:

    1. How many same or similar tickets has Razer received regarding this issue, historically, across all models of the Tartarus keypad?
    2. How many same or similar tickets are currently open?
    3. Have any Razer techs ever been able to duplicate this issue at all? How many times?

    I definitely understand that this can be a tricky issue to isolate, since the software may behave differently on individual users computers -- it's probably something like trying to find a needle in a haystack.

    However, ... with so many users being so frequently affected by this issue for so long, I find it very hard to believe that the Razer techs themselves have not been able to duplicate the issue.
     
  12. NoahArk620

    NoahArk620 New Member

    I had attempted this before, it unfortunately did not work. reWASD is still the best answer at the moment.

    I have 2 support tickets, one of which was closed after receiving my RMA unit, the other is still ongoing. The current reply from the 'Development Team' is that they are shift blaming on 'External Factors such as 3rd party software, glitch and/or corrupted file in the operating system, and asked me to perform the exact same steps I had been doing for months. (I started the support ticket since April).

    I think the issue for the Dev team to even notice the problem is that the issue is not very easily reproducible, unless you use it as a daily driver. :/
     
  13. KAWAiiSONG

    KAWAiiSONG New Member

    Hello everyone, the update has arrived ! go ahead to test
     
    Razer.Speedcr0ss likes this.
  14. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey the_novena! I got two users from this thread as others may have oversight my post or opted to submit their case numbers. I have no data how many tickets are opened since they're all in our Support Team's bucket. The team is working on a fix.

    Hey everyone! Please check/update your Razer Synapse 3.0 and check if there is an available fix for your device.
     
  15. Seegeth

    Seegeth Member

    Synapse 3.5.1215.121019, no update at this time.
    EU region.
     
  16. NoahArk620

    NoahArk620 New Member

    Same here, i think it will take time for the update to be pushed out globally.
     
    Razer.Speedcr0ss likes this.
  17. KAWAiiSONG

    KAWAiiSONG New Member

    So. I have 2 computers with Naga Pro and Tartarus V2 devices ! on my continues sticking and on the second there is no.
     
  18. the_novena

    the_novena Member

    Still the same version number here too; no new available updates yet. What's the new version number, @KAWAiiSONG ?
     
  19. KAWAiiSONG

    KAWAiiSONG New Member

    Synapse 3.5.1215.121019
     
  20. the_novena

    the_novena Member

    Ahh, okay ... I got that update about a week ago. I had high hopes, but no -- it did not help the problem. :frown_:
     
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