My wife kindly bought for me the new Firefly V2 mousemat for Xmas..
Seem to have an issue in that my Mamba doesn't track on it properly, it stutters all over the place.
Moving the mouse back to my cloth mouse pad, it all works fine.
I thought OK maybe its needs calibrating for that mouse mat. But the calibration fails.
I can use the mouse on the Firefly's box perfectly fine.. it just appears to only be an issue on the Mouse mat itself.. which kind of defeats the object really!?
Is there something i'm missing?
Mamba TE & Firefly V2
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fronttechMaroon861
yeah. a bit of a shame considering that I bought it in America and not planning on returning any time soon 😊
In the first instance I would recommend raising a ticket on the mysupport.razer.com website and see what they recommend.
ReaperonYT
Please read back through this thread, it covers a majority of information and advise given to others
yeah. a bit of a shame considering that I bought it in America and not planning on returning any time soon ^_^
fronttechMaroon861
guys, I bought the firefly v2 and now my lancehead is not working properly, works fine on my old razer mat ... what to do ?
Please read back through this thread, it covers a majority of information and advise given to others
guys, I bought the firefly v2 and now my lancehead is not working properly, works fine on my old razer mat ... what to do ?
ReaperonYT
After many days/weeks/months of testing/troubleshooting, and a lot of back n forth, there has been nothing that has made it work for mine. unless they change the design or bring out a cloth version there I can only recommend that you return it for a full refund.
it simply not compatible with mice that have Laser sensors.
Thanks! I saw your message and returned it for a full refund. Hopefully this thread will help others having the same issue
Naymare
Hey guys!
I just received my Firefly V2. I tested it with a Naga Chroma and I am having the same tracking issues. The mouse works perfectly fine with my Vespula and Goliathus.
Tried to adjust the lift-off range but did not help at all. I updated Synapse but the Firefly V2 is still not listed for mouse calibration.
Not sure if they will be able to make it work with a laser mouse or if its just better to return the pad :/
After many days/weeks/months of testing/troubleshooting, and a lot of back n forth, there has been nothing that has made it work for mine. unless they change the design or bring out a cloth version there I can only recommend that you return it for a full refund.
it simply not compatible with mice that have Laser sensors.
Hey guys!
I just received my Firefly V2. I tested it with a Naga Chroma and I am having the same tracking issues. The mouse works perfectly fine with my Vespula and Goliathus.
Tried to adjust the lift-off range but did not help at all. I updated Synapse but the Firefly V2 is still not listed for mouse calibration.
Not sure if they will be able to make it work with a laser mouse or if its just better to return the pad
I just received my Firefly V2. I tested it with a Naga Chroma and I am having the same tracking issues. The mouse works perfectly fine with my Vespula and Goliathus.
Tried to adjust the lift-off range but did not help at all. I updated Synapse but the Firefly V2 is still not listed for mouse calibration.
Not sure if they will be able to make it work with a laser mouse or if its just better to return the pad
Anyone had anything further on their support request.
They have now come back to me with an RMA to have it replaced, I think I may have the same issue. but I'm going to give it a try.
They have now come back to me with an RMA to have it replaced, I think I may have the same issue. but I'm going to give it a try.
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
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_:
- 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_:
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.
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.
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:
At the moment from the Razer Support :
Basically, they're more focused on my mouse than my actual mousepad :eek_:
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
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.
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
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.
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.
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.
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.
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.
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
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
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.
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
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
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
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?
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