Synapse messing with Windows Sleep Mode | Razer Insider

Synapse messing with Windows Sleep Mode


Userlevel 1
Device Model: Razer Blade 15 Advanced 2019 (Optical Switch)
Synapse Version: 3.5.630.61222

Hi, Synapse 3 prevents windows go to sleep when idle. Manual put to sleep works fine. I just had a diagnostic session with windows support and ended up fix the issue by disabling Synapse from starting up at boot and not using it at all.

Did a google search regarding Synapse with Windows Sleep, came up with a solution to disable a HID Game Controller in Device Manager. However, this device is not present in my Device Manager. Please advise.

This topic has been closed for comments

53 Replies

can someone answer this plz having same issue. no HID Game Controller present either and fresh reinstall windows 10.
Userlevel 1
Why no one ever replies? Same serious issues with the Turret! Brand new..
Starting to really get pissed off at the lack of Razer support.
Same issue. Purchased Kraken headphones. No Game Controller present. Only solution is to unplug headphones... put back in the box... return... not purchase razer going forward.
Same problem here as well. Just received the Kraken Ultimate headset and installed Synapse. Now monitor won't go into standby (it just flashes the screen as, I assume, the software and/or headphones are immediately waking it back up). The sleep function also does not work unless manually initiated. When the headset is unplugged or the Razer processes are killed in Task Manager, monitor standby and PC sleep return back to normal.

I have submitted feedback to Razer's customer support, so hopefully they will have a solution; I will provide an update if I hear anything useful. I wonder why nobody from Razer has responded to this 3-month-old thread.
Same issue, monitors flash off then immediately turn back on. Synapse 3 is the issue.
Also affected - I have the Razer Turret for Xbox One attached, along with a Kraken Tournament edition and the Lian Li O11 Razer Edition
Same issue here, with a Razer Kraken TE. Hopefully this thread will get big enough to draw the attention of Razer, as this is a serious issue with a lot of their new products
I have the same problem with my razer kraken headset. My pc display will not sleep if its plugged in. The moment i unplug it, the displays goes to sleep like normal.
I have the same problem with Razer Kraken TE, leaving aside the already known problem of the THX driver that stops working and it is necessary to restart Synapse and Windows Audio services, I found a script for this task on Reddit, if I have to perform Razer support's suggestion to uninstall Synapse 3 every time it fails (every three days if you're lucky, it can happen every day) would not be building tall enough to climb up and launch the headphones. A new problem appeared about a month ago, Synapse does not allow the screen to turn off, don't ask me why but when I saw the problem the first thing I did was disconnect the Kraken TE and voila, what a surprise! the screen turns off. If you search for information, you will find many people with the same problem and zero answers from Razer support. First and last product that I buy from this company, it is a headache.
Same issue here, based on what I've read I even uninstalled Synapse with the same outcome; I'm using a monitor so my lid is always closed, but lately every time I put it manually to sleep it takes 3 seconds to get back on...
Hello Everyone,

After an extensive back-and-forth conversation with Razer's customer support, they have finally released an update to Synapse 3 that has fixed the monitor timeout / computer sleep issue. The working version of the software is 3.5.1130.111812 (released Nov. 26, 2020); you may need to perform a clean reinstall of Synapse 3 to resolve the issue - use the steps in the following link to do so: Synapse Clean Installation Procedure.

Once I received the update, the issue disappeared. I did not have to perform a clean reinstall of the software.

I hope this works for everyone!

Best regards!
I am on this version and my screen still won't go to sleep, I installed synapse for the very first time 12/2/2020, so I have used nothing BUT this version. It is definitely not fixed. I've gone through all of my HID and Audio devices in Device Manager and I don't see the game controller that everyone is saying needs to be disabled. I have the Razer Kraken TE and Base station Chroma, but I think it's the Kraken causing the issue based on what I have seen in this thread
haizerse
I am on this version and my screen still won't go to sleep, I installed synapse for the very first time 12/2/2020, so I have used nothing BUT this version. It is definitely not fixed. I've gone through all of my HID and Audio devices in Device Manager and I don't see the game controller that everyone is saying needs to be disabled. I have the Razer Kraken TE and Base station Chroma, but I think it's the Kraken causing the issue based on what I have seen in this thread


Hello haizerse,

Sorry to hear that you are still experiencing issues. All I know is that once I upgraded to Synapse version 3.5.1130.111812, my issue with monitor not timing out and computer not going to sleep disappeared, and everything has been working fine since.

Have you done any troubleshooting to narrow down or isolate the issue that you are experiencing? Do you know whether the issue is caused by the headset or the base station or the software or a combination of those? Did you try the clean reinstall procedure for Synapse that I linked in my previous reply?

I don't know if this will help, but here are some suggestions that were given to me by Razer support while troubleshooting my case (these suggestions did not resolve my issue, but they did allow me to definitively narrow down the true culprit - Synapse 3):

[indent][indent][indent]To further help isolate the issue, please try doing the following steps below:

1. Try to repair Synapse by following the steps:

a. Open the Control Panel and under Programs, click on Uninstall.
b. Look for Razer Synapse on the list of applications installed.
c. Right click on Synapse and click uninstall.
d. A new Window for Synapse 3 should pop up, click repair.

2. Try performing clean reinstall Synapse by following the steps on the link: https://mysupport.razer.com/app/answers/detail/a_id/1708/

Note: Please gather the Synapse logs before performing the clean reinstall Synapse steps.

3. Try the headset on another computer without Synapse. This is for us to know if the issue is with the device or the software.[/indent][/indent][/indent]

If all else fails, you may want to open a case with Razer support, but be prepared for numerous questions that get repeated every time someone new replies to the case. I even had to make a video demonstrating my issue. After I got upset with the conclusions from Razer's basic support personnel (they mindlessly wanted me to RMA a perfectly working headset), my case got elevated to a higher support tier called L2 Technical Support, and they resolved my issue with the software update within literally 1 day. So, if you open a case, try to have them escalate it to the higher support as soon as possible to avoid wasting time.

Good luck, and keep us updated!
New Version, old problem. WTF is wrong with Razer?
Same here! The problem is still exists. Razer, why can't you fix this?
darrensoh
Device Model: Razer Blade 15 Advanced 2019 (Optical Switch)
Synapse Version: 3.5.630.61222

Hi, Synapse 3 prevents windows go to sleep when idle. Manual put to sleep works fine. I just had a diagnostic session with windows support and ended up fix the issue by disabling Synapse from starting up at boot and not using it at all.

Did a google search regarding Synapse with Windows Sleep, came up with a solution to disable a HID Game Controller in Device Manager. However, this device is not present in my Device Manager. Please advise.

hello for all 🙂
Registered just to chime in that I'm seeing the same problem. It doesn't matter whether the mouse is plugged in, running wireless, with other apps running or everything exited and sitting at base Windows. I set my screen saver to 1min timeout, and the mouse woke up the screen 6-8 times per hour.

The only way to make it stop was to unplug the mouse (dongle) entirely.

One thing I didn't try was uninstalling Synapse completely. I'm running the latest version, but I think ripping it out will be the next step.
I've got the same problem and just realized it was Synapse causing it when I decided to start stopping services of applications that I know control the color of the LEDs (I read somewhere that some apps that control RGB LEDs can have an effect on sleep modes). I am on the latest version and I have numerous Razer devices that are plugged in that use Synapse:

Razer Mouse Dock Chroma
Razer Base Station Chroma
Razer Firefly V2
Razer Basilisk Ultimate
Razer Blackwidow Elite
Razer Kraken Ultimate

My thought of using majority of their products was to reduce the number of ecosystems on my machine to minimize negative performance impacts, reduce conflicts, and improve stability.

It's getting really annoying that I cannot depend on my machine to put the monitor to sleep or go to system sleep on its own. That and the weird random issue with the keyboard where if I use the Ctrl key (Ctrl+C, for instance) sometimes the next key that gets press will get "stuck", repeating that single key input indefinitely until another key is pressed. But it doesn't happen every time, so it is hard to consistently repeat. But it would be nice if I could resolve that one too.

Shame too, because otherwise I really love their products. But these software glitches are becoming a real pain.
Hopefully, someone can point me in the right direction and get this resolved.
Same issue here, my first Razer product the Hunstman Mini, because I wanted a good 60% keyboard, kinda regretting the purchase now and considering sending it back for a Ducky One 2 Mini because my computer will no longer go to sleep. I find it pretty frustrating that I come in to use my PC in the morning and find that my nice monitor has been on all night displaying the same image.
I may be making some progress - first, I purged Synapse off my PC completely. This includes the Razer Chroma SDK, which tends to stick around... you have to go into its Program Files folder and run the installer as Administrator to make it really go away. A reboot follows, because Windows.

Then I unplugged the wireless dongle and I'm leaving it unplugged, not even stored in the mouse. I'm using the mouse via a regular USB cable.

With the dongle, I was getting 7-8 wakeups per hour. This was happenening even with Synapse/Chroma gone, after the reboot... in fact, it was happening at the login screen, before any of my apps started!

Now, with the dongle gone, I've managed to go 1.5h+ without a wakeup. I'm going to continue to observe.

If the dongle is the cause of all this, I'm not going to be happy (WTF pay the premium for a wireless Razer mouse if the wireless part is going to sabotage you, or possibly even shorten the lifespan of your monitor?) but at least it'll be an explanation.
hume_razer
I may be making some progress - first, I purged Synapse off my PC completely. This includes the Razer Chroma SDK, which tends to stick around... you have to go into its Program Files folder and run the installer as Administrator to make it really go away. A reboot follows, because Windows.

Then I unplugged the wireless dongle and I'm leaving it unplugged, not even stored in the mouse. I'm using the mouse via a regular USB cable.

With the dongle, I was getting 7-8 wakeups per hour. This was happenening even with Synapse/Chroma gone, after the reboot... in fact, it was happening at the login screen, before any of my apps started!

Now, with the dongle gone, I've managed to go 1.5h+ without a wakeup. I'm going to continue to observe.

If the dongle is the cause of all this, I'm not going to be happy (WTF pay the premium for a wireless Razer mouse if the wireless part is going to sabotage you, or possibly even shorten the lifespan of your monitor?) but at least it'll be an explanation.

I totally agree with you, why can't Razer fix the biggest issues with Synapse ? I don't understand what is the problem to fix the obvious problems with the software? A year ago I had a problem with microphone sensitivity and what do you think? They still haven't fixed anything, they had a year for it, there is no chance that it will be fixed, here is the thread:

/razer-kraken-ultimate-mic-sensitivity-issue.55387/#post-517621

The issue with sleep mode and display standby is much more important! They must to fix it, we pay enough money to get quality products and software. Don't you?

It feels like we are a bunch of beta testers who complain about the problems they know, but they don't want to do anything with them
Hello everyone, just decided to chime in here - i'm also having the same trouble as everyone - when i have my Razer Kraken TE plugged in and Synapse running, neither PC nor monitors go into sleep mode.

What i've tried so far, and the results are below:
1) Unplug the Headset - PC can sleep
2) Uninstall Synapse (mouse plugged/unplugged) - PC can sleep

I've also got some other Razer peripherals, however, they do not make any impact on this at all.

I got a hold of Razer Support Tech via chat and we've done the troubleshooting together, but it did not help.
What we've done:
1) Soft reinstallation of Synapse
2) Complete reinstallation of Synapse

And, also, i was so frustrated by the situation that i've went ahead and reinstalled Win10 completely, and everything was working until Synapse was installed and Headset was plugged in.

Don't know if it helps, maybe there are different headset/accessories out there in the market worth taking a look at?
I found out that this issue occurs due to the Razer Central.exe process and if you look in the Windows Event viewer (This PC=>Manage=>Event Viewer=>Information=>Razer Central Service), you can see that this process is trying to interfere with the power configuration of the computer (see attachment). Every time after the monitor tries to enter StandBy mode, this message appears in Event Viewer: "This service has successfully processed the PowerEvent event" Which PowerEvent?

So, I have found the cause of the problem. What is this Razer Central for? To keep the computer awake?
Alex_F1304
I found out that this issue occurs due to the Razer Central.exe process and if you look in the Windows Event viewer (This PC=>Manage=>Event Viewer=>Information=>Razer Central Service), you can see that this process is trying to interfere with the power configuration of the computer (see attachment). Every time after the monitor tries to enter StandBy mode, this message appears in Event Viewer: "This service has successfully processed the PowerEvent event" Which PowerEvent?

So, I have found the cause of the problem. What is this Razer Central for? To keep the computer awake?

I haven't seen that PowerEvent event show up in well over a month on my machine yet my monitor still refuses to go to sleep when the Razer services are running. Maybe it is related to when the whole PC is trying to go to sleep? It's been over a month since I tried putting the whole machine to sleep and, instead, I have just the monitor go to standby...albeit unsuccessfully with the Razer services running.
I have Synapse V 3.5.1215.121019 and still having Monitor standby issues. Definitely regretting my Razer purchase. I always expect bugs and problems but what makes a good company great is the acknowledgement of an issue and a speedy fix - Razer has done very little here to resolve or acknowledge the problems.