Cortex cannot load to the main screen | Razer Insider
Question

Cortex cannot load to the main screen

  • 5 October 2023
  • 13 replies
  • 113 views

Userlevel 7
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Hello,

Does anyone have the same problem - Cortex 10.8.15.0 version is loading indefinitely after logon. Doesn’t show the main screen.

Reinstalled few times, cleaned temp etc. Tested on 3 different PCs all on Win 10 Pro (even one of them newly installed OS) - and not working at all.

 

 

@Michelle-RazerCortexPC :)


13 Replies

Hey FiszPL,

Thank you for sharing your issue with us via this thread. We apologize for the inconvenience this issue has caused you. We assume this is an issue caused by the last update. Please follow the steps below to troubleshoot on your side:

  1. Exit Razer Cortex
  2. Find “appsettings.json” file under this directory: %ProgramFiles(x86)%\Razer\Razer Cortex
  3. Right-click the “appsettings.json” file, and select “Edit”.
  4. Delete the three modules "DealsModule",  "ImageAdjustModule", and "SpaceRadarModule".
  5. Save the changes of this file. 
  6. Launch Razer Cortex.

Please feel free to provide us with your Razer Cortex logs via pm if this issue persists. 

Here are some screenshots for your reference. Please check them. 

 

 

Michelle

Hello,

Does anyone have the same problem - Cortex 10.8.15.0 version is loading indefinitely after logon. Doesn’t show the main screen.

Reinstalled few times, cleaned temp etc. Tested on 3 different PCs all on Win 10 Pro (even one of them newly installed OS) - and not working at all.

 

 

@Michelle-RazerCortexPC:)

I have the same problem, since the latest update!

Hello,

Does anyone have the same problem - Cortex 10.8.15.0 version is loading indefinitely after logon. Doesn’t show the main screen.

Reinstalled few times, cleaned temp etc. Tested on 3 different PCs all on Win 10 Pro (even one of them newly installed OS) - and not working at all.

 

 

@Michelle-RazerCortexPC:)

I have the same problem, since the latest update!

Hey there,

 

Please use the method I mentioned above to resolve this issue on your side. We will resolve this in our next update which will be soon. Please provide us with your Razer Cortex logs via pm if this issue persists. 

 

Michelle

Userlevel 7
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Hey,

Thank you for reply. I’ve deleted the 3 modules from appsettings.json file, and cortex ran after that, but still some modules wouldn’t work correctly (for eg. Rewards tab is not working correcly, even after relog):

After I’ve restarted PC - cortex no longer starts.

Hey,

Thank you for reply. I’ve deleted the 3 modules from appsettings.json file, and cortex ran after that, but still some modules wouldn’t work correctly (for eg. Rewards tab is not working correcly, even after relog):

After I’ve restarted PC - cortex no longer starts.

Hey FiszPL,

 

Thank you for your feedback. We will resolve this in our next version which will be very soon. Please update your Razer Cortex when the new version is released. We’re sorry for the inconvenience. Thank you for being patient. 

 

Michelle

 

 

Userlevel 5

I have a similar problem, the program starts but I have had this message in the DEALS and REWARDS tabs for a few days. @Michelle-RazerCortexPC  any idea?

 

I have a similar problem, the program starts but I have had this message in the DEALS and REWARDS tabs for a few days. @Michelle-RazerCortexPC  any idea?

 

Hey there,

Thank you for reaching out to us. This issue was caused by our server maintanence. Please clear the cache to reolve this:

  1. Exit Cortex.
  2. Delete the folder: %LocalAppData%\Razer\Razer Cortex\UICache.
  3.  Restart Cortex.

If this issue persists, please provide us with the Razer Cortex logs via pm.

 

Thank you for your feedback and patience. 

 

Michelle

 

 

Userlevel 7
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@Michelle-RazerCortexPC - it’s been a while, any info when the update will be available? I see, that more and more users have the same problem (cortex not loading/stucked on loading screen).

Userlevel 5

@FiszPL Sorry to hear you're having a problem, hope they fix it soon.

@Michelle-RazerCortexPC the solution worked. I will remember it. Unfortunately, I lost 4 days of collecting coins, and last week also 2 or 3 because the game didn't count playing time. I'm sending the logs

Hey @FiszPL,

 

We have released the new version. Please check the updates in the SETTINGS and see if you can update it. If not, please wait for 3-4 days. 

 

Let me know if this issue persists. 

 

Michelle

@FiszPL Sorry to hear you're having a problem, hope they fix it soon.

@Michelle-RazerCortexPC the solution worked. I will remember it. Unfortunately, I lost 4 days of collecting coins, and last week also 2 or 3 because the game didn't count playing time. I'm sending the logs

Thank you for sharing your Cortex logs. Our engineering team will investigate it and we will update you ASAP when we received a reply from them. Thank you for being patient. 

 

Michelle

Userlevel 7
Badge

@FiszPL Sorry to hear you're having a problem, hope they fix it soon.

@Michelle-RazerCortexPC the solution worked. I will remember it. Unfortunately, I lost 4 days of collecting coins, and last week also 2 or 3 because the game didn't count playing time. I'm sending the logs

Thank you for sharing your Cortex logs. Our engineering team will investigate it and we will update you ASAP when we received a reply from them. Thank you for being patient. 

 

Michelle

Yay, it’s working after update.

Thank you @Michelle-RazerCortexPC 

@FiszPL Sorry to hear you're having a problem, hope they fix it soon.

@Michelle-RazerCortexPC the solution worked. I will remember it. Unfortunately, I lost 4 days of collecting coins, and last week also 2 or 3 because the game didn't count playing time. I'm sending the logs

Thank you for sharing your Cortex logs. Our engineering team will investigate it and we will update you ASAP when we received a reply from them. Thank you for being patient. 

 

Michelle

Yay, it’s working after update.

Thank you @Michelle-RazerCortexPC 

That is great! Please feel free to let us know if you need further assistance.

 

BTW,  Squad Rewards Season 13 has started. We will give away one unit of Razer Kitsune in Pre-Season. Each participant joining the new season stands the chance to win it. New season also has new prizes. Check more details here https://deals.razer.com/squad-rewards

 

Michelle

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