Synapse crash with Kraken v3 PRO

Discussion in 'Razer Support' started by Thorgal_athman, Mar 5, 2022.

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  1. Thorgal_athman

    Thorgal_athman New Member

    Hello all,

    Since I bought the Razer kraken v3 pro headset, synapse crash

    upload_2022-3-5_14-12-15.png

    I find dump files in C:\ProgramData\Razer\Synapse3\CrashDumps\Service

    I can also find the following events:
    Nom du journal :Application
    Source : .NET Runtime
    Date : 05/03/2022 13:39:56
    ID de l’événement :1026
    Catégorie de la tâche :Aucun
    Niveau : Erreur
    Mots clés : Classique
    Utilisateur : N/A
    Ordinateur : ##########
    Description :
    Application : Razer Synapse Service.exe
    Version du Framework : v4.0.30319
    Description : le processus a été arrêté en raison d'une exception non gérée.
    Informations sur l'exception : System.NullReferenceException


    XML de l’événement :
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name=".NET Runtime" />
    <EventID Qualifiers="0">1026</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2022-03-05T12:39:56.3886569Z" />
    <EventRecordID>72314</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>Thorgal-Desktop</Computer>
    <Security />
    </System>
    <EventData>
    <Data>Application : Razer Synapse Service.exe
    Version du Framework : v4.0.30319
    Description : le processus a été arrêté en raison d'une exception non gérée.
    Informations sur l'exception : System.NullReferenceException
    </Data>
    </EventData>
    </Event>


    Nom du journal :Application
    Source : Application Error
    Date : 05/03/2022 13:39:56
    ID de l’événement :1000
    Catégorie de la tâche :slightly_sad:100)
    Niveau : Erreur
    Mots clés : Classique
    Utilisateur : N/A
    Ordinateur : #######
    Description :
    Nom de l’application défaillante Razer Synapse Service.exe, version : 1.0.0.0, horodatage : 0x621c91f2
    Nom du module défaillant : unknown, version : 0.0.0.0, horodatage : 0x00000000
    Code d’exception : 0xc0000005
    Décalage d’erreur : 0x03b55e12
    ID du processus défaillant : 0x1e84
    Heure de début de l’application défaillante : 0x01d8308852bbaf14
    Chemin d’accès de l’application défaillante : C:\Program Files (x86)\Razer\Synapse3\Service\Razer Synapse Service.exe
    Chemin d’accès du module défaillant: unknown
    ID de rapport : 993c4b58-e284-46e1-94a5-87cd0972576e
    Nom complet du package défaillant :
    ID de l’application relative au package défaillant :
    XML de l’événement :
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>100</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2022-03-05T12:39:56.6996390Z" />
    <EventRecordID>72315</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>Thorgal-Desktop</Computer>
    <Security />
    </System>
    <EventData>
    <Data>Razer Synapse Service.exe</Data>
    <Data>1.0.0.0</Data>
    <Data>621c91f2</Data>
    <Data>unknown</Data>
    <Data>0.0.0.0</Data>
    <Data>00000000</Data>
    <Data>c0000005</Data>
    <Data>03b55e12</Data>
    <Data>1e84</Data>
    <Data>01d8308852bbaf14</Data>
    <Data>C:\Program Files (x86)\Razer\Synapse3\Service\Razer Synapse Service.exe</Data>
    <Data>unknown</Data>
    <Data>993c4b58-e284-46e1-94a5-87cd0972576e</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    </EventData>
    </Event>

    I tried to reinstall everything, synapse and drivers
    The problem remains the same when I am in guest mode on synapse

    I also have keyboard Razer Tartarus Pro and my biggest problem is when synapse crashes my keyboard doesn't work anymore...
    I can't play anymore and it's very frustrating

    I also checked the update of the net framework (release 528372 on Windows 10 21H2), the c++ libraries (repair does not change anything) or the version of synapse (3.7.228.22817), everything is ok

    Without the headset, I have no synapse crash

    On headset Kraken V3 Pro, regarding the hypersense functionality, it should also be noted that I have to restart the headset after activating it for it to work properly...

    if someone can help me (analyzing dump files and correct synapse or other), i would like to be able to use my headphones when i play games

    thank you
     
  2. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    That's disappointing. Did you try connecting the headset to another USB or computer? Does the behavior happen while the Razer Synapse 3.0 is closed or disabled?
     
  3. neoDD69

    neoDD69 New Member

    The last version of Synapse 3 have a LOT of stability problems.

    Sometime works: close all Razer apps with the menu "Exit All Apps", right click on the razer icon near the clock, and then start RAzer Synapse from Windows Menu.

    before jan 2022 Synapse was more stable.
    But I have a lot of problem in years with Synapse (Logitech SW works fine but their HW is not so good like Razer products) ... I suppose that their SW team is too young.
     
  4. Thorgal_athman

    Thorgal_athman New Member

    Razer's Official support answer is gonna make my day, I'm crying laughing
    One thing is sure, when my computer is off, synapse never crashes

    I'm a fan of your answer Dino89 :)

    Otherwise the crash of the Razer Synapse service causes the synapse software to not work hence my screenshot
    How else do you want to illustrate the problem ?

    The reason is: System.NullReferenceException
    Analyze the dumps files and fix your bug :)

    neoDD69,
    I have the same opinion as you, the logitech software works well but their hardware lacks quality
    This explains my purchases at razer
    However, I would like to be able to use Razer hardware, especially when the software is essential to function correctly.

    The only workaround is to quit all razer apps and relaunch them until the next crash....
     
  5. Thorgal_athman

    Thorgal_athman New Member

    Your answer is gonna make my day, I'm crying laughing
    One thing is sure, when my computer is off, synapse never crashes
     
  6. Dino89

    Dino89 New Member

    :D thank you, yeah this is hilarious. And i second to that stability issue in latest version of synapse, previous one was kinda fine for rest of my peripherals, latest one i had to hard reinstall as my mouse suddenly forgot the profile i was running.
     
  7. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Thanks for confirming, Thorgal_athman. Please submit a case to our Support Team through this link or send me a PM including the Razer Synapse logs, so I can assist you in creating one.

    *Locking this thread to curb our conversation privately.

    Thanks for your feedback, Dino89. The team can't start an investigation without asking questions (even it sound silly), since it was not mentioned in the original post. I wanted to check if the devices still go unresponsive/crash without the software in the background. Don't just start throwing mud at anyone in the forums since. Our aim here is to help anyone post their concerns on the support board.
     
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