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

P
Userlevel 3
IamShuriken
Evening lads and gals,
I'd appreciate any help and support with solving this issue. 🙏


Please see my post here:
https://www.reddit.com/r/razer/comments/yoceqj/psa_razer_deathadder_v2_pro_boot_loop_issue/

I'm very sure it is the same issue as I have described, and many other DAV2Pros are having recently.
P
Userlevel 3
FiszPL
@Razer.Speedcr0ss - could you help with this issue?


Thanks for that but there is no need for any follow up, it is concluded that this is inherent to the DAV2Pro and it may or may not happen to a user, it's down to your luck, or perhaps your mouse's batch (if they fixed it in a hardware revision, fixed it in a subsequent new firmware update, etc)

To be clear, I am no longer looking for Razer's support on this issue. Talking to Razer 'Support' is like talking to a chatbot with the same standard replies so I'm not barking up that tree anymore.

I'm just here to highlight to whoever that might stumble upon this post after searching for the answer to the issue that they're having with their DAV2Pro that this issue is fairly common and can happen randomly sooner or later, and if you have warranty when this happens then the mouse will be replaced with little question from Razer.

However if you're out of warranty when this occurs then sorry, there will be no replacement.
N
I experienced this issue the same with @ptjw99 just today with my Razer DA V2 Pro. Regardless connecting the mouse with the USB cable directly into my PC desktop (Windows 11 with latest updates) with the Razer Synapse software, the mouse connects and disconnects repeatedly over and over. The exact same issue and symptoms occurred as the OP reddit post PSA: Razer Deathadder V2 Pro, 'boot loop' issue reported by a few users (connecting/disconnecting repeatedly) : razer (reddit.com). I still have three months guarantee remaining since I purchased the mouse on March 2021 but tbh I did not expect the mouse to be defect. At the time being, I used my Razer Viper Ultimate backup mouse and considering to RMA the DA V2 Pro but the one-million-dollar question is will it occurred again in the future? It may be what potentially an inherent issue on the Razer DA V2 Pro mouse hardware.

For the sake of curiosity and to isolate the issue whether it is due to Synapse software issues etc., I installed the DA V2 Pro mouse into my backup laptop (Windows 10 with latest updates) where I never installed any Razer peripherals and software before. The symptoms occurred exactly the same where it connects and disconnects repeatedly even using connecting the mouse by using the USB cable directly into the laptop USB port (not using the mouse's USB dongle (2,4 Ghz connection) or Bluetooth connection). Both the lights on the front and back of the mouse blinks as well. By the way, I already contacted Razer Customer Support via Reddit and we exchanged information on the issue at the time of this post and also share my experience along with the proof of photos and videos of the mouse connection issue as well.
~Razer Products Owned~ [*]RAZER™ BLACKWIDOW ULTIMATE MECHANICAL GAMING KEYBOARD [*]RAZER™ BLACKWIDOW V3 [*]RAZER™ DEATHADDER V2 PRO ERGONOMIC WIRELESS GAMING MOUSE [*]RAZER™ FIREFLY V2 [*]RAZER™ HUNTSMAN ELITE [*]RAZER™ KIYO PRO - USB CAMERA WITH HIGH-PERFORMANCE ADAPTIVE LIGHT SENSOR [*]RAZER™ VIPER ULTIMATE - WIRELESS GAMING MOUSE WITH CHARGING DOCK [*]RAZER™ BASILISK ULTIMATE - WIRELESS GAMING MOUSE WITH CHARGING DOCK [*]RAZER™ UNIVERSAL GRIP TAPE
JulianKapa
Userlevel 7
Did you buy from Amazon themselves or a third party seller on Amazon? If Amazon sold it to you direct, they need to cover the costs of repair/replacement (may be more difficult with a third party seller).
P
Userlevel 3
One thing I'd like to add was that my firmware was not the latest as I did not know there was a new firmware at the time of occurrence..

Therefore it is also safe for me to conclude that the latest firmware does not fix this issue. It can still happen regardless of the firmware versions available today, 9th November 2022.
P
Userlevel 3
thlobato
Mode selector
As mentioned earlier, Deathadder v2 Pro uses two different methods of wireless connectivity:


More than likely you did not read my post otherwise you wouldn't have suggested the same standard suggestions that the support guys provide because they also don't understand the issue:


  • The mouse works when the RGB light comes on, you can move and click but only for a second, then it dies, and reboots after 2 seconds, and repeats.

  • During the 1 second that it works, all mouse buttons respond perfectly if pressed.

  • This boot loop occurs whether or not a dongle is connected to the PC, thus it is not occurring due to problematic communication with the dongle.. it is internal to the mouse itself. Thus reinstalling Synapse wouldn't do any good either since it doesn't even come into the picture.

  • It occurs in both 2.4Ghz or Bluetooth or wired modes.

  • You can't update the firmware as the PC only detects the mouse for a second each time during the boot loop, so the firmware updater cannot interface with the mouse.

  • The battery on my mouse is at 90+%, so I can rule out power supply issues. As mentioned issue also occurs in wired mode so I can rule out battery voltage drops.

  • Razer support would tell you to reinstall Synapse, or update the firmware, but you can't, and it wouldn't do any good anyway. But that's the standard reply they will give you upon first contact.


Multiple users have contacted me saying they have similar issues which is unrecoverable and is randomly occurring to their DAV2Pros.

This is an inherent hardware/firmware issue that will possibly brick your mouse regardless of what you do, or do not do with it.
Razer.Speedcr0ss
Userlevel 7
@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!
P
Userlevel 3
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).
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'?
G
I'm having the same issue here and waiting for the solution
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
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
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
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)
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
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.
I
Userlevel 1
JulianKapa
Did you buy from Amazon themselves or a third party seller on Amazon? If Amazon sold it to you direct, they need to cover the costs of repair/replacement (may be more difficult with a third party seller).


Hey man, by looking at the invoice I've received, it says that I purchased it from "Amazon Export Sales LLC".
I believe that this was sold by Amazon and not by a third party seller. Please correct me if I'm wrong. 🙂
JulianKapa
Userlevel 7
IamShuriken
Hey man, by looking at the invoice I've received, it says that I purchased it from "Amazon Export Sales LLC".
I believe that this was sold by Amazon and not by a third party seller. Please correct me if I'm wrong. :)

Ok, well try contacting them :smile_:
Razer.Speedcr0ss
Userlevel 7
NewbieOKS
I experienced this issue the same with @ptjw99 just today with my Razer DA V2 Pro. Regardless connecting the mouse with the USB cable directly into my PC desktop (Windows 11 with latest updates) with the Razer Synapse software, the mouse connects and disconnects repeatedly over and over. The exact same issue and symptoms occurred as the OP reddit post PSA: Razer Deathadder V2 Pro, 'boot loop' issue reported by a few users (connecting/disconnecting repeatedly) : razer (reddit.com). I still have three months guarantee remaining since I purchased the mouse on March 2021 but tbh I did not expect the mouse to be defect. At the time being, I used my Razer Viper Ultimate backup mouse and considering to RMA the DA V2 Pro but the one-million-dollar question is will it occurred again in the future? It may be what potentially an inherent issue on the Razer DA V2 Pro mouse hardware.

For the sake of curiosity and to isolate the issue whether it is due to Synapse software issues etc., I installed the DA V2 Pro mouse into my backup laptop (Windows 10 with latest updates) where I never installed any Razer peripherals and software before. The symptoms occurred exactly the same where it connects and disconnects repeatedly even using connecting the mouse by using the USB cable directly into the laptop USB port (not using the mouse's USB dongle (2,4 Ghz connection) or Bluetooth connection). Both the lights on the front and back of the mouse blinks as well. By the way, I already contacted Razer Customer Support via Reddit and we exchanged information on the issue at the time of this post and also share my experience along with the proof of photos and videos of the mouse connection issue as well.


Thanks for sharing what you've found out and experienced while using the Razer DeathAdder V2 Pro. By the way, can you send me your case number via PM so I can review your contact history and reach out to the case handler?
E
So, I'm having the same problem with the wireless connection of my v2 pro, I tried several ways, I uninstalled the mouse drivers several times, and now even in synapse the mouse via usb cable is not showing up, in the dongle connection wizard the mouse recognizes via usb, and the dongle keeps connecting and disconnecting repeatedly. If you need I can make a video of the screen.
Razer.Speedcr0ss
Userlevel 7
Eeder
So, I'm having the same problem with the wireless connection of my v2 pro, I tried several ways, I uninstalled the mouse drivers several times, and now even in synapse the mouse via usb cable is not showing up, in the dongle connection wizard the mouse recognizes via usb, and the dongle keeps connecting and disconnecting repeatedly. If you need I can make a video of the screen.


Please download and install the Razer Driver Clean-up tool: https://rzr.to/Tf53xj. Once done, please restart your computer and reinstall the Razer Synapse 3.0. Let me know how it went.
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.
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
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...
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.

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