Deathadder V2 Pro Connectivity Issue Via Dongle/BT/Cable | Razer Insider

Deathadder V2 Pro Connectivity Issue Via Dongle/BT/Cable

  • 5 November 2022
  • 41 replies
  • 3929 views
I
Userlevel 1
Evening lads and gals,


Earlier today my mouse was working fine via the dongle (connected to the USB port on the charging dock), when I came back home few hours ago it wasn't working fine at all and all of a sudden it started freezing after I moved it for a certain distance (repeatedly), clicks and scrolls didn't register immediately and would have taken several attempts until they would register.


I've already tried the following:

  • Connect it directly with the USB cable - the mosue was still not working properly and it was constantly disconnecting and reconnecting, working for less than a second between each disconnection/reconnection so I couldn't reach anything on the screen.
  • Use it via BT on my work laptop (it was already paired before the issue started) and it didn't work on the laptop via BT as well.
  • Updated Synapse didn't help.
  • Uninstall and reinstall Synapse didn't help.
  • Uninstall the device from the device manager, restarted the PC for it to automatically install the device and it also didn't help.
  • My firmware is up to date (v2.03.00_r1) so I didn't had to try to update the firmware.



I bought the mouse from Amazon (edit: Amazon Export Sales LLC) on February 2022 and on Razer's website it says that I don't have a warranty for this serial number, but on their website, the warranty policy says that it should have 1^ year warranty and I didn't exceed that period...

[indent]Edit: I also tried to connect the mouse to a different PC directly with the provided USB cable and also via the dongle and it wasn't working as well; Had the same issue of disconnection/reconnection every half a second. [/indent]


I'd appreciate any help and support with solving this issue. 🙏

41 Replies

MusingElk

Just updated the firmware to v2.05.01_r1 and the issue still occurs..

T

It seems i should have done some research before i purchased the RazerDeathAdderV2Pro on 26/08/23 and already in 3 months it seems the DAv2PRO dongle soiled its self and no longer works, though the mouse still works in Wired and BT modes.

Contacted Razer on the 16/11/23, and though its perfectly clear where the fault lies it is still Un-Resolved and going through the motions of daily emails with the support team, uploading invoices, videos, pictures, vast amounts of information, following there scripted instructions when they already know the failure points since They sell Replacement Dongles.

At this point all i want is my money back and they can keep the faulty products,
I still have my original 2014 DeathAdder Chroma and all though it still works perfectly its rather worn after all these years.  
If i can get new RZ01-0121 i’d be a happy man because i know it would last for another 10 years without Failure

L

i used to have the same problem, i couldnt fix it, i put my mouse in the box and after a couple months it is working perfectly (no joke), i didnt do anything, i try to fix the drivers, reset the mouse, change the usb port, change the pc, i clean the sensor but nothing happened, for no reason today 03/28 is working, my laptop used to connect and disconnect the mouse, i couldnt used it with the dongle, bt or wired, dont know if with the upgrade of win 10 something fix that error

Phoenix0n3

I have a similar problem. Mouse work OK via cable or BT. But when I try via dongle it connects and reconnects all the time. I tried to update the firmware (had to plug in the dongle a few times to pass the first step where it ask to put a wifi dongle in my pc), and after the update problem persists, tried to update again (Your device is in the latest version 2.04). Any ideas?

8
ptjw99
To emphasize once more that DRIVERS or SYNAPSE is NOT the cause of this issue (if indeed you have this exact issue):

Turn on your mouse to 2.4Ghz mode and the RGB (purple?) light will blink ("boot loop") even if the 2.4ghz receiver dongle is not connected to a USB port.

Turn on your mouse to Bluetooth mode and the RGB (blue) light will blink ("boot loop") even your paired device is not on, or not nearby.

This alone will tell you the mouse is already defective because the 2.4Ghz/Bluetooth connection does not even come into the picture yet.

Wiping, then reinstalling drivers, and wiping, then reinstalling Synapse, would NOT help anything and it is a waste of time. There is something wrong with the hardware, or current firmware, that is onboard the DeathAdder V2 Pro, and is independent of the receiver side (PC).

Could you solve it?
C
ptjw99
I'm wondering if this "boot loop" issue is possibly actually the mouse going to sleep and waking up repeatedly.


Yes, exactly. After this update it behaves exactly like before update but the timer of said sleep mode was icreased. I noticed that now mouse work in 2.4hz mode for 15 seconds and that is not changeable. And also the mouse just disconnects every time it goes to sleep instead of just turn lights off. It is probably temporary solution on RAZER side just so device can function at least at wired mode as designed. I didn't use 2.4hz much anyway so I'm not that disappointed.

But not having clear instructions or *FORCED* notification is Synapse or god forbid email is what killing me. Its almost as if that who catched this bug are disposable users and those unsold devices are more important.

And to put things into perspective - firmware update itself was released December 22, 2022. My first post here was on 27th and that was the day I recieved my device from local reseller's service sealing my fears that it was bricked forever. If only I knew sooner.
P
Userlevel 3
More feedback for your engineering team:

After having some time to think about it, I'm not completely sure whether the fix is the "reset button sequence", or the new firmware from Razer for the DAV2Pro (Firmware update v2.04.00_r1).

The firmware changelog only has one entry:

  • Fixed Mouse sleep duration issue

I'm wondering if this "boot loop" issue is possibly actually the mouse going to sleep and waking up repeatedly.

I can't remember if the update proceeded successfully after i pressed the button combinations, but I realise now that what I did press was Left + Right + Middle + DPI up instead of Profile, and the update proceeded.

It could be that the new firmware update also has some instruction sent over the USB to reset the microcontroller, because it certainly could not do so with the old firmware updater.

Again, there is/was no communication from official channels about this possible fix so far, so for anyone stumbling upon this post because you're having the same issues, please give the new firmware updater a go and it should unbrick your mouse.
P
Same issue for me. I've had mine for 11 months and now I can only use it wired. Tried reinstalling synapse, updating firmware, trying it on a different PC and nothing works. Tried to do RMA but it says warranty expired. Time to get a different brand I guess. It sucks because I really love the shape and weight of it
Razer.Speedcr0ss
Userlevel 7
coolKenyanCopper051
ATTENTION EVERYONE WHO GOT THIS ISSUE!

How to fix it:
1 - download official firmware updater (https://mysupport.razer.com/app/answers/detail/a_id/4557/~/razer-deathadder-v2-pro-firmware-updater-|-rz01-03350)
2 - follow the instructions on updater screen right to the point where it says to connect with WIRE (not dongle, it was previous step IIRC)
3 - in order to make mouse stop rebooting itself you need to press 4 buttons: LMB, RMB, wheel and profile button on the bottom
4 - now your mouse's lights should be turned off and updater will recognize it and will start updating something
5 - when udater says its done - IT IS FIXED

youtube comment that helped me with it -


I appreciate this post. I've also communicated it over to our Support Team/devs so they can check/replicate the additional workaround.

Hey everyone! I understand how frustrating it is to get an issue, and the provided resolution does not help. I'll ensure post an update once I have feedback from the team. I appreciate your patience and cooperation.
P
Userlevel 3
JulianKapa
Super frustrating...but what do you mean you had to cut the cord to get an RMA?


Sorry by cord I meant the USB cable that was provided with the mouse.. I have edited my post above accordingly.

In order to get an RMA from their support, they require 2 pictures:

1. The mouse with its serial number sticker cut in half
2. The provided micro USB cable which has to be cut (for a WIRELESS mouse)

Their micro USB cable has a smaller than usual plastic housing on the port with a slot/key so that you can't easily use other micro USB cables with the DAV2Pro.

They justify the need for us to cut the cable so that it ensures that the product on our end is indeed 'wrecked' and then they can proceed with RMA.
JulianKapa
Userlevel 7
ptjw99
I feel this could've been resolved a long time ago if SOME PEOPLE at Razer Support just got together to look at this issue with the engineering guys..

SOMEONE would've known that there was a recovery process to un-brick the microcontroller and get it out of the boot loop.. as now it is clear there was a way all along just that it was NEVER communicated to anyone and their customers had to find it out for themselves and announce the solution to each other.

I had to cut the cord on the defective mouse in order to get an RMA, but thankfully I kept the defective mouse itself. Think of all the affected users that probably would've thrown theirs away, and their cords..

Of all the e-waste generated and money Razer wasted from RMA + shipping.. how ironic is it that they have pages dedicated to "SUSTAINABILITY" and "GOING GREEN" while they're telling people to throw away their bricked mouse and shipping them new ones.. all the while this was actually recoverable in a few steps but nobody at Razer got their stuff together to just find and give support when support was needed.

The more I think about it the more absurd it gets, I expected way more from a company like Razer.

"Go Green" with Razer indeed.

Super frustrating...but what do you mean you had to cut the cord to get an RMA?
P
Userlevel 3
I feel this could've been resolved a long time ago if SOME PEOPLE at Razer Support just got together to look at this issue with the engineering guys..

SOMEONE would've known that there was a recovery process to un-brick the microcontroller and get it out of the boot loop.. as now it is clear there was a way all along just that it was NEVER communicated to anyone and their customers had to find it out for themselves and announce the solution to each other.

I had to cut the cord (edit: I meant the USB cable that was provided with the mouse) on the defective mouse in order to get an RMA, but thankfully I kept the defective mouse itself. Think of all the affected users that probably would've thrown theirs away, and their cords..

Of all the e-waste generated and money Razer wasted from RMA + shipping.. how ironic is it that they have pages dedicated to "SUSTAINABILITY" and "GOING GREEN" while they're telling people to throw away their bricked mouse and shipping them new ones.. all the while this was actually recoverable in a few steps but nobody at Razer got their stuff together to just find and give support when support was needed.

The more I think about it the more absurd it gets, I expected way more from a company like Razer.

"Go Green" with Razer indeed.
P
Userlevel 3
coolKenyanCopper051
ATTENTION EVERYONE WHO GOT THIS ISSUE!
How to fix it:


So I can confirm that this fixes it! Followed the instructions exactly, and it managed to recover the mouse during the firmware update and it was done successfully!

Why didn't Razer themselves suggest this? I am just speechless as to why this had to come from some random Youtube comment.. now I have 2 x working DAV2pros!

I have updated my reddit post accordingly, hope this helps everyone who has this issue!

thanks to Razer's support with their 'helpful' suggestions (that got everyone nowhere)
D
Razer.Speedcr0ss
@IamShuriken - I hope you've already contacted Amazon with the warranty claim first. Anyhow, you can send me your case number via PM so I can review your contact history. I appreciate your cooperation.

Thanks for the mention, @FiszPL!

Yes, yes, my situation is the same as that of him. Disconnect after about one minute of normal use. Then 2.4 completely damaged
C
ATTENTION EVERYONE WHO GOT THIS ISSUE!

How to fix it:
1 - download official firmware updater (https://mysupport.razer.com/app/answers/detail/a_id/4557/~/razer-deathadder-v2-pro-firmware-updater-%7C-rz01-03350)
2 - follow the instructions on updater screen right to the point where it says to connect with WIRE (not dongle, it was previous step IIRC)
3 - in order to make mouse stop rebooting itself you need to press 4 buttons: LMB, RMB, wheel and profile button on the bottom
4 - now your mouse's lights should be turned off and updater will recognize it and will start updating something
5 - when udater says its done - IT IS FIXED

youtube comment that helped me with it -
P
Userlevel 3
so someone replied to my thread on reddit that he held down left, right and middle mouse buttons to do a 'hard reset' which solved his problem.. that didn't work for me at all but I would be interested for others to try and then let me know if it does, or if the poster of the comment had a different issue from what we are experiencing:

https://www.reddit.com/r/razer/comments/yoceqj/comment/j4p7a4w/?utm_source=share&utm_medium=web2x&context=3
T
Hi, I am having the same issue and the support team is only telling me to try the troubleshooting steps but to no avail.
C
Hello! I'm having exact same issue. DAv2pro is by now is 3 month old since I bought it and month of waiting for solution. I've tried everything but teardown. I dont believe it will help.
It occured when I was in the middle of the game and nothing out of ordinary happened.
K
+1 similar issues as well, randomly in the middle of a game I was playing my mouse went out. Connecting it directly though the wire to PC as well as wireless connectivities results in the same outcome. Updating firmware if it was the issue is out of the question as the update button doesn't work (updater fails to recognize the mouse, even through a wired connection) Synapse redownloaded as well as sensors cleaned. Mouse fairly new as well, battery being a dud wouldn't be likely as it still flickers on and off. Either something causing the circuit flicker on the software side or hardware side. Could still be a power issue caused by the battery being used in the wireless form (as its intended to do), but still resulting in an inconsistent output. Alas, I am no engineer, but a simple gamer, I can only speak on my experience and how I've conducted my business with this mouse in use. 🙂
P
Same issue here. I've boght DAV2 pro just in september 2022. I've searched for your help in support but you say that the warranty is over...
G
I'm having the same issue here and waiting for the solution
Razer.Speedcr0ss
Userlevel 7
ptjw99
I am still interested in getting to the bottom of this, as i am an embedded firmware engineer myself, but until now I have not heard a single update regarding this issue. My original Reddit post has had a handful of comments since I created it so it is occurring to users fairly often and Razer MUST RECOGNIZE BY NOW that it is not a one-off thing.

IF it is inherent to the hardware/firmware there SHOULD be an update to prevent this. IF it is unfixable then users that encounter this issue should be covered appropriately.

I have indeed received a replacement mouse and my case has been closed and forgotten, but I highlighted it many times that there is nothing stopping my new mouse from having the same issue again. How can Razer look at this issue and think 'this is fine for our customer's confidence'?


Your point is well taken. I agree with you. However, the team is still investigating it. There's nothing I can publish that will explain the root cause of the behavior and what's the fix at the moment. I've shared this thread to our devs and support for visibility.
P
Userlevel 3
Razer.Speedcr0ss
I appreciate this. The team is asking our fellow Insider if they tried doing this since it is part of narrowing down the issue.


I am still interested in getting to the bottom of this, as i am an embedded firmware engineer myself, but until now I have not heard a single update regarding this issue. My original Reddit post has had a handful of comments since I created it so it is occurring to users fairly often and Razer MUST RECOGNIZE BY NOW that it is not a one-off thing.

IF it is inherent to the hardware/firmware there SHOULD be an update to prevent this. IF it is unfixable then users that encounter this issue should be covered appropriately.

I have indeed received a replacement mouse and my case has been closed and forgotten, but I highlighted it many times that there is nothing stopping my new mouse from having the same issue again. How can Razer look at this issue and think 'this is fine for our customer's confidence'?
Razer.Speedcr0ss
Userlevel 7
ptjw99
To emphasize once more that DRIVERS or SYNAPSE is NOT the cause of this issue (if indeed you have this exact issue):

Turn on your mouse to 2.4Ghz mode and the RGB (purple?) light will blink ("boot loop") even if the 2.4ghz receiver dongle is not connected to a USB port.

Turn on your mouse to Bluetooth mode and the RGB (blue) light will blink ("boot loop") even your paired device is not on, or not nearby.

This alone will tell you the mouse is already defective because the 2.4Ghz/Bluetooth connection does not even come into the picture yet.

Wiping, then reinstalling drivers, and wiping, then reinstalling Synapse, would NOT help anything and it is a waste of time. There is something wrong with the hardware, or current firmware, that is onboard the DeathAdder V2 Pro, and is independent of the receiver side (PC).


I appreciate this. The team is asking our fellow Insider if they tried doing this since it is part of narrowing down the issue.

norman717
Well, when my dongle is not connected and my DA is on the 2.4 mode, the purple light is not blinking. It only lights up for a couple of seconds and turns off. It doesn't light up except when moved.


Hi norman717! Can you send me a PM, including your device's serial number, so I can further assist you? Let's continue our conversation privately. Thanks for your cooperation.
N
ptjw99
To emphasize once more that DRIVERS or SYNAPSE is NOT the cause of this issue (if indeed you have this exact issue):

Turn on your mouse to 2.4Ghz mode and the RGB (purple?) light will blink ("boot loop") even if the 2.4ghz receiver dongle is not connected to a USB port.

Turn on your mouse to Bluetooth mode and the RGB (blue) light will blink ("boot loop") even your paired device is not on, or not nearby.

This alone will tell you the mouse is already defective because the 2.4Ghz/Bluetooth connection does not even come into the picture yet.

Wiping, then reinstalling drivers, and wiping, then reinstalling Synapse, would NOT help anything and it is a waste of time. There is something wrong with the hardware, or current firmware, that is onboard the DeathAdder V2 Pro, and is independent of the receiver side (PC).



Well, when my dongle is not connected and my DA is on the 2.4 mode, the purple light is not blinking. It only lights up for a couple of seconds and turns off. It doesn't light up except when moved.

Reply


CookiesCookie settings