Mamba TE & Firefly V2

I have the same issue.

Please see the below message from one of the support team that is dealing with mine and others having the same problem

Razer.SpeedCr0ss
Hello! I appreciate the thread. Sorry to hear about your mouse and mouse mat's concern. Please send me a PM together with your device serial number. Let's continue from there.

I am having the same issue with a Mamba TE and Firefly V2. It is hard to notice when moving the mouse around quickly but when you move slowly the jitter is very noticeable.

autoinsightZaffre756
I am having the same issue with a Mamba TE and Firefly V2. It is hard to notice when moving the mouse around quickly but when you move slowly the jitter is very noticeable.

Please see the below message from one of the support team that is dealing with mine and others having the same problem

Razer.SpeedCr0ss
Hello! I appreciate the thread. Sorry to hear about your mouse and mouse mat's concern. Please send me a PM together with your device serial number. Let's continue from there.

autoinsightZaffre756
I am having the same issue with a Mamba TE and Firefly V2. It is hard to notice when moving the mouse around quickly but when you move slowly the jitter is very noticeable.

Or Raise a support query directly via https://mysupport.razer.com/app/email_us

ReaperonYT
Or Raise a support query directly via https://mysupport.razer.com/app/email_us

Thank you! I submitted a case just now and will keep you posted.

autoinsightZaffre756
Thank you! I submitted a case just now and will keep you posted.

No worries. :-)

Has anyone heard anything yet? I am still waiting for a response to my submittal.

autoinsightZaffre756
Has anyone heard anything yet? I am still waiting for a response to my submittal.

Have you had an email to acknowledge, and a support ref number?

autoinsightZaffre756
Has anyone heard anything yet? I am still waiting for a response to my submittal.

I've had a response, to test settings etc. if you have a support ref, log in and keep chasing them

ReaperonYT
I've had a response, to test settings etc. if you have a support ref, log in and keep chasing them

I did finally receive a response. After going back and forth with them including me actually sending video evidence, they have concluded that their is an issue with compatibility between the mouse sensor and mouse surface. That is all they are offering and have requested that the case be closed as "resolved." I am not even sure I can return the mat at this point so I guess it's just RGB bling for the desktop or I need to buy a new mouse? Needless to say I'm not 100% enthralled with the result...

autoinsightZaffre756
I did finally receive a response. After going back and forth with them including me actually sending video evidence, they have concluded that their is an issue with compatibility between the mouse sensor and mouse surface. That is all they are offering and have requested that the case be closed as "resolved." I am not even sure I can return the mat at this point so I guess it's just RGB bling for the desktop or I need to buy a new mouse? Needless to say I'm not 100% enthralled with the result...

Ha that quite comical tbh.. I've been telling them that all along, due to own investigations. I had the same back n forth so far They can't actually just leave it there as you have bought something that is not fit for purpose. And they have to supply you with a solution. Not just close the support request. It quite clearly states on the product info. The surface of the Razer Firefly V2 is calibrated for all mouse sensors and lab tested to ensure pixel-precise tracking between your mouse and cursor, allowing you to aim and maneuver with greater accuracy.

ReaperonYT
It quite clearly states on the product info. The surface of the Razer Firefly V2 is calibrated for all mouse sensors and lab tested to ensure pixel-precise tracking between your mouse and cursor, allowing you to aim and maneuver with greater accuracy.

That's right I forgot they made such a bold claim Not to mention the fact that its um *their* mouse I'm trying to use. Good times. :)

Another response later and it seems that the Razer Mamba Tournament Edition sensor is too sensitive and cannot track the Firefly V2 surface properly. I'm hoping this means that the Mamba TE is just too good? I don't really know a lot about the world of mouse sensors. If they offer a Firefly V2 cloth edition that should clear it up as the mouse is still perfect on cloth mats. I am asking what type of compensation they can offer as I'm definitely stuck with the mouse I've had for years and I'm just outside the return window for the Firefly V2

Hey guys, I've also bought a Firefly V.2 recently and it appears that my issue is the same but with a Razer Naga Chroma (not the Epic one). As mentionned above, it's mostly noticeable while slowly moving the cursor. Adjusting the calibration doesn't do anything by the way, I've tried with the default calibration and the previous Firefly Hard Edition configuration but nothing really change. Maybe it's just because the Firefly V.2 Calibration is not implemented yet amongst the others pads ? BTW I have absolutely no issue while using both previous Firefly Hard and Cloth edition with my Naga Chroma.

roadPewterBluesharp654
Hey guys, I've also bought a Firefly V.2 recently and it appears that my issue is the same but with a Razer Naga Chroma (not the Epic one). As mentionned above, it's mostly noticeable while slowly moving the cursor. Adjusting the calibration doesn't do anything by the way, I've tried with the default calibration and the previous Firefly Hard Edition configuration but nothing really change. Maybe it's just because the Firefly V.2 Calibration is not implemented yet amongst the others pads ? BTW I have absolutely no issue while using both previous Firefly Hard and Cloth edition with my Naga Chroma.

Hi there, could you please raise a support request via https://mysupport.razer.com/ the more noise that we can make on this, the better. As all of their advertising and box art shows that this mat works with both Laser and Optical, but clearly there is an issue. investigating this would appear that Razer have made the mat thinner and the Chroma light bars may be causing interference with the Laser sensor, but is working fine for Optical sensors. But please, if you can raise a support request in the first instance, via the above link.

autoinsightZaffre756
Another response later and it seems that the Razer Mamba Tournament Edition sensor is too sensitive and cannot track the Firefly V2 surface properly. I'm hoping this means that the Mamba TE is just too good? I don't really know a lot about the world of mouse sensors. If they offer a Firefly V2 cloth edition that should clear it up as the mouse is still perfect on cloth mats. I am asking what type of compensation they can offer as I'm definitely stuck with the mouse I've had for years and I'm just outside the return window for the Firefly V2

Thanks for this, my support request is still open on this issue and this is helping. :-)

autoinsightZaffre756
I'm hoping this means that the Mamba TE is just too good? I don't really know a lot about the world of mouse sensors. If they offer a Firefly V2 cloth edition that should clear it up as the mouse is still perfect on cloth mats.

Yes, mine too, the wife had the Kubuto, now has the Goliathus Chroma, so I'm currently using that on mine to create a Firefly V2 Kubuto hybrid, until they come to some solution.

ReaperonYT
Hi there, could you please raise a support request via https://mysupport.razer.com/ the more noise that we can make on this, the better. As all of their advertising and box art shows that this mat works with both Laser and Optical, but clearly there is an issue. investigating this would appear that Razer have made the mat thinner and the Chroma light bars may be causing interference with the Laser sensor, but is working fine for Optical sensors. But please, if you can raise a support request in the first instance, via the above link.

Ticket sent, I hope they're going to fix this because this mousepad is really good visually though it's unplayable with my actual mouse and I only want to use my Naga for RPGs :(

roadPewterBluesharp654
Ticket sent, I hope they're going to fix this because this mousepad is really good visually though it's unplayable with my actual mouse and I only want to use my Naga for RPGs :slightly_sad:

Thanks for that, hoping that they will be able to come to some resolution. Please keep this thread updated with anything they suggest is a resolution. just an FYI they will ask you to go through fault finding, just need to go through the motions at the moment. I've actually responded on my support request asking them to escalate, so we'll see how it goes.

At the moment from the Razer Support :

Hi, Greetings from Razer Support and thank you for taking the time to write to us. I, Nash, will be assisting you today regarding your Naga Chroma. I understand that you are having an issue with Razer Naga Chroma cursor is not working. Am I right? Please correct me if I'm wrong. Rest assured I will do my best in assisting you with this. To assist you further with your concern, we would need to have the following information from you. 1. When the issue started to happened? 2. Does the issue start to happen after any software update? 3. Is there any physical damage that happened to the device? Kindly perform the troubleshooting steps I prepared for you. Please make sure your Windows Up to Date. To update Windows: - Select the Start button - Go to Setting > Update & Security > Windows Update, and select Check for updates Please make sure that the Razer device is plugged in directly to the computer and not on a USB hub. If it's already connected directly to the computer, please try a different USB port. Clean the mouse Unplug the mouse and clean the mouse sensor using a Q-tip moistened with Isopropyl alcohol. Let it dry for at least 5 minutes before plugging it back again. Also, try using the mouse on a different surface. If the mouse has surface calibration, enable surface calibration and calibrate the mouse. If the issue persists, disable the surface calibration. Try using a different surface and calibrate the mouse Kindly help me to fill up the information below. 1. Proof of Purchase: 2. Country: 3. Mobile number: 4. Serial Number: 5. Product Number:

Basically, they're more focused on my mouse than my actual mousepad :eek_:

roadPewterBluesharp654
At the moment from the Razer Support : Basically, they're more focused on my mouse than my actual mousepad :eek_:

I'm guessing they are trying to suggest that the issue couldn't ever be the mouse mat... :rolleyes:

Second round :

Thank you for your response. For us to isolate the issue, please provide us wit a Video and test the device in different PC. We will be waiting for your response. Regards, Nash Razer Technical Support

Sadly that's too complicated for me to do so because I don't have a second computer and I'm not going to visit a friend just for that. Also I don't have a decent smartphone to record a video in a quality good enough to clearly see what's happening on my monitor... I guess I'm just going to wait for a fix or go back to the previous Firefly, that's meh.

What I can say for sure is that they know how to make you give up your attempt of refund/replacement even though I've bought a lot of tech from them over the past decade. I currently have/had from the Razer brand : - 3 Mices : Nagas 2012, Naga 2014 Chroma and Epic Chroma - 7 mousepads : Mantis, Ironclad, Goliathus L and XL, Firefly Hard and Cloth and Firefly V2 - 3 keyboards : Anansi, Blackwidow Chroma, Blackwidow X Chroma customized with Green Keycaps - 2 Headsets : Tiamat 7.1 and Man'o'War - 1 Soundbar Leviathan - 1 Base Station Chroma - 1 Bungee - 1 H440 NZXT Razer Edition And yet I'm struggling to refund a mousepad obviously not working with my gaming mouse :frown_:

roadPewterBluesharp654
Second round : Sadly that's too complicated for me to do so because I don't have a second computer and I'm not going to visit a friend just for that. Also I don't have a decent smartphone to record a video in a quality good enough to clearly see what's happening on my monitor... I guess I'm just going to wait for a fix or go back to the previous Firefly, that's meh.

I hope you replied to that advising that, that wasn't feasible. especially as the issue isn't the mouse. Don't give up. thanks