Hi Razer Support,
My new Basilisk V4 Pro (set up on October 12 with the Mouse Dock V2 Pro) keeps losing tracking on HyperSpeed 2.4 GHz. The cursor stops moving completely while button clicks still register. It happens several times a day, anywhere from every few hours to a few times in one hour. The only way to get it back is to flip the power switch on the mouse off and on again; it then reconnects within a few seconds.
Setup
- Mouse: Basilisk V4 Pro, firmware 1.2.0.0, S/N IO2638H38902198
- Receiver: Mouse Dock V2 Pro, firmware 1.0.14.0, S/N 632637U33703268, on the desk next to the mouse, plugged into a rear motherboard USB port
- Wireless polling rate: 2000 Hz
- Razer Synapse 4, version 4.0.827
- PC: Windows 11 Pro (build 26300), ASUS ROG Maximus Z690 Hero, Intel Core i7-12700KF
- Other Razer devices on this PC: Seiren X only
What I have tested
1. Dock as the receiver: freezes.
2. HyperPolling dongle as the receiver with the dock unplugged: still freezes. Synapse's own logs show the mouse reconnecting to the dongle four times in about an hour.
3. Wired on the USB-C cable: no freeze in about four hours of use.
4. Raised the Asymmetric Cut-Off lift-off/landing distance from 7/6 to 10/9: no change.
5. Nothing shares that USB hub except my keyboard and the Seiren X, and the 2.4 GHz Wi-Fi around the desk is moderate (7 networks visible).
- Oh and i also did try to re-pair with the dock when i fist experienced this.
Not yet tried: 1000 Hz polling, re-pairing, another PC. I'm happy to try them if you think it matters, but since it happens with both receivers and never when wired, it looks like the mouse's wireless side rather than the sensor.
Synapse's logs show a WIRELESS_CHANGE_EVENT disconnect followed by a connect a few seconds later each time I power-cycle the mouse, several times a day, and the dongle connection quality is mostly Green/Yellow with occasional Orange bursts. I can send the logs if useful.
Another owner reported the same thing on October 13: https://insider.razer.com/razer-support-45/razer-basilisk-v4-pro-and-dock-v2-pro-disconnects-92226
Questions
1. Is this a known issue with the V4 Pro or Dock V2 Pro firmware, and is a fix planned?
2. If not, should I go through RMA or exchange the mouse?
I can send proof of purchase by PM.
Thanks.
