Razer Support

Need an escalation for an open email ticket. My new Mouse Dock V2 Pro shows in Synapse 4, but Windows 11 permanently says "driver is unavailable." It won't connect to any device. I'm trying to connect my basilisk v4 pro and cobra pro but neither will connect. Both mice work with the mouse dock pro v1.​Troubleshooting:-bought replacement mouse dock v2 pro -tried different USB cables -Ensured no other dongles are connected or competing • Clean Synapse wipe (deleted hidden ProgramData folders)• Disabled Core Isolation/Memory Integrity• Direct motherboard I/O connection (MSI MEG Z890 ACE)• Forced manual .inf install in Device Manager (Windows rejects it)​Since there's no standalone firmware updater for the V2 Pro yet, I can't hard reset it. Is this a known Synapse 4 / Windows 11 driver bug? I also ordered a replacement mouse dock v2 pro and the replacement does not work either. I just tried. Will not connect to any device at all. The original mouse dock connects to anything compatible that

Looked on here for help, ran the firmware updater, tried different ports, different cable, nothing seems to want to work. The mouse is just stuck in the charging stance at 52%, the mouse is possibly 2 maybe 3 months old and never had this problem before. 

I have a case in with support, but this is super frustrating.  purchased the basilisk v4 pro and v2 dock a week ago. Instantly out of the box was fine for 5-10mins. Then the cursor froze. Only way to unfreeze was if I hit the DPI button or turn off and back on. Then play a little more, boom freeze again. Same issue. Same thing. Doesn’t matter if I’m using the dongle or Dock. Same problem. $180 mouse, should work just fine. Especially it being WIRELESS, that should work no problem.  So I called razer support 2 days ago, they made me do a ton of tests. No fix, it’s “defective”. Send it back get it a new one today. No shit, less than 30 mins of the new one and guess what. FROZEN CURSOR. It’s not defective, I can’t be the only one having this issue. Need a hot fix update and get this working. I sent videos in and am waiting for the better support team to help. I have loved my V3, wish I didn’t get rid of it. I have 10 days to figure it out or I’ll be returning this garbage and getting some

Hello guys, I’m having trouble installing my Synapse. I’ve formatted my PC today with the same ISO as before (it’s a Windows 11 LTSC) and I've updated all the drivers. I installed Synapse, but right after I log in, it starts to download a 235kb file for a few minutes and then returns a message saying "installation failed". I’ve been trying to solve this problem for hours now. What I’ve tried: https://insider.razer.com/razer-synapse-4-55/i-can-t-install-razer-synapse-87352https://insider.razer.com/razer-support-45/razer-synapse-4-installation-issue-90450https://mysupport.razer.com/app/answers/detail/a_id/5996/I’ve also tried the cleanup tool, tried to download Synapse from Chocolatey, and I even formatted the PC again, but nothing seems to work. I also tried to create some folders manually, but with no success so far. Do you have any insights for this? I would appreciate it a lot.

Hi, basically I bought “opened” product pro local dealer in my Country and somehow the package doesnt have the Dongle to connect headphones. Is there any possibility to purchase the Dongle as separate piece ? Thanks

I lost my microphone for my headset. Headset works fine just can not find the mic. Hoping that there is a replacement for it.

O Razer Synapse apresenta uma falha de instalação depois de  tentar instalar o 235 kb como eu faço para resolver esse problema?????

A while ago I uploaded a profile into my naga v2 hyperspeed mouse.Now I want to change that but I can’t find how to do so in razer synapse 4. While synapse is running my new profile works.But as soon as I close synapse, it reverts to my old key bindings. Any help would be appreciated.

It was working fine yesterday, all morning and afternoon today. Just started around 7pm today. The laptop keeps automatically rebooting itself every 10-15minutes.After rebooting I got an error message saying “invalid signature detected. check secure boot policy” .I disconnected my internal battery. Did not solve the issues.  I disabled secure reboot. I can log into windows. I restored windows to a date when I did not have this reboot loop issue. The windows restore was successful however, I still get the reboot loop and the same error message “invalid signature detected. check secure boot policy” I noticed the date time in BIOS was incorrect I bought a new CMOS battery and replaced the old one. After replacing the battery, The laptop still has the same error message “invalid signature  check secure boot policy” when starting up, but the laptop seems to be a bit more stable as I was able to use the laptop for longer hours with no reboot loops (while connected to external monitor and spe

Basilisk v4 pro won’t pair with mouse dock v2 pro.  I can pair my basilisk v3 pro with no problems.Cheers!

Hi,The HyperSpeed dongle of my Viper V2 Pro stopped working. I tried different USB ports and another PC, and nothing happens. The mouse still works fine wired, so it's just the dongle.I bought the mouse on Amazon.nl on 30 October 2023 and I still have the invoice. I'm in the Netherlands. Could you check if you have a replacement dongle in stock for my region? Thanks.

I completed my profile over 24 hours ago and still have not received the promo code in my e-mail for the $20 off. I see a lot of other threads about this and support sending the code. Can someone help me?

Dear Razer Team,I'm reaching out regarding the original Razer BlackWidow X Chroma (RZ03-0176).I've owned this keyboard for years and have been extremely impressed with its build quality, particularly its exposed metal construction. I've been trying to find another one, preferably brand new, but unfortunately haven't had any success.As I work in logistics myself, I'm aware that discontinued products can occasionally remain in warehouses, legacy inventory, or distributor stock long after production has ended.I wanted to ask whether there might still be any remaining units of this particular model, either within Razer's own inventory or through one of your European distributors.I would be more than happy to purchase one, ideally with a Swiss or German keyboard layout.If this is outside your department's responsibilities, I would greatly appreciate it if you could forward my inquiry to someone in sales, inventory management, or distribution.Thank you very much for your time and assistance.

Hi There, with a phone reset and no backup i lost all of my 2FA configurations. can someone assist to re-setup my razer 2fa? thanks.

I’m not able to reach the correct person. There is no clear method to contact support for issues with the website. I’ve added this info to my support ticket as well.The RMA form at: https://mysupport.razer.com/app/rma/self_service/token/Does not function. It refuses to let me enter anything into the address fields.I’ve tried both firefox and chrome. Neither work.There are javascript errors on the page about a google maps API not being available.Please fix the errors so I can move forward with the RMA process.

As others have posted, my keyboard will randomly stop receiving input, but the RGB stays active. The only way to fix it is to unplug it and plug it back in, and while playing a game, that gets very annoying. I have the latest version 1.02.00, and this issue still occurs. I just recently got this keyboard, and I'm kinda disappointed with how it's been recently because when I first got it, it worked perfectly. 

Yo peoplethe keyboard constantly loses its wireless connection. Both the keyboard and mouse are connected to the keyboard's original USB dongle using HyperSpeed Multi-Device mode.When the connection drops, the keyboard's 2.4 GHz profile button flashes white, and the keyboard becomes completely unresponsive. Mouse keeps working fine without problems. Firmware of all 3 (keyboard, dongle, mouse) is up2date. Help :( 

I had it for about 3 months and I'm started having the same issue 3 weeks ago is so annoying but is definitely the controller not the USB cable.

Got the vertical edition of this mouse today and I was just playing around in the settings and out of curiosity how do you use the AI prompt master, namely the AI chat option with all the features? From what I see using ChatGPT opens it without a login and if you DO press login it just takes you to your web browser to login there, so there seems to be no way to login for the popup… thus limiting functionality

Ok so since I've updated with the lasted firmware. I've tested a few games and have been left with the question, How do you get it to work as a left stick with certain games?Games that worked like a charm COD BF6 Wardogs 7 Days To Die Games that do not recognize the joystick Marathon Ark Survival Ascended Im not sure how to if its possible to get those games to work with the true analog enabled. Im wondering if I should just keep those 2 games with the 4 way DPad setup like I have prior.Has anyone managed to get theres to work with games that didnt initially recognize the true analog?

Hi support team,My DeathAdder V3 (purchased July 2026) is experiencing frequent disconnect/reconnect cycles (4–5 times in a row) during rapid movements or whenever the mouse is lifted off the mousepad. This occurs consistently right after system boot-up and after waking the PC from sleep mode. While it eventually stabilizes after a few minutes, the behavior repeats daily.I have already tried:-Clean reinstall of Razer Synapse (and tested with Synapse completely closed).-Updated to the latest firmware via the Razer firmware updater.-Disabled USB Selective Suspend / USB Power Management in Windows Device Manager.-Tested on different USB ports (direct motherboard ports, no hubs).-Verified the issue persists across different PCs. None of these steps resolved the problem. Thank you,

My wallet has been disabled, and I’ve emailed razer [removed by moderator] but till now they did not enable my wallet back and no response.[*removed by moderator] - case number

Hello,I have been experiencing a recurring issue with my Mouse Dock Pro. Every time I start or restart my computer, the dock is not recognized and appears disconnected. The only way to make it work is to physically unplug the USB cable from the computer and reconnect it. Once reconnected, the dock is detected under USB devices and works normally.My setup: Windows 11 Home Razer Basilisk V3 Pro 35K Razer Synapse 4 All drivers and firmware updated to the latest versions This behavior occurs consistently on every boot and is quite frustrating, as it requires me to manually reconnect the device each time.Could you please assist me in resolving this issue?Thank you in advance for your support.P.S.: I have attached a screenshot from Device Manager showing the situation after startup. Reconnecting the dock temporarily fixes the problem. Please note that I have also formatted the system, but the issue still persists.  

just stopped working and now i cant play anything

After the update my Reactive Effect in Studio has stopped working on new creations and old ones as well.