Basilisk v4 Pro Mouse movement stopping

Hi. Several of us are experiencing the same issue. Unfortunately, support has been no help at all. They only suggest returning the mouse, whereas I believe the problem is more likely software-related.

Hey, I can confirm that I'm experiencing the exact same issue that you've described. It's odd how the tracking suddenly stops but the buttons still work... I'm using the  included included dongle in the extender right by my mouse. The first day, it happened once; the second day it happened twice; and now the third day it's happened three times 😅 it's odd.

Hi,

I’m experiencing the exact same issues. 

I think it's safe to say it's a software or firmware based issue based on more reports coming in. Takes the piss that the general response from companies is not, "let's investigate" but rather "return and go away". 

Based on the information and troubleshooting results provided, we have determined that the mouse is defective, and we can proceed with the replacement process.

Regarding the reported issue, we have not yet received any updates or findings from our engineering team. If any fixes, firmware updates, or product improvements become available in the future, you will generally be notified through Razer Synapse. You can also periodically check our support website for the latest updates and releases.

I can confirm, this is the latest response I received from support...

It seems like (as usual) it's up to the customers to do the work of the "engineers" to diagnose the issue. I'm going to try a few things myself (1k hz 8k hz and switching to the v1 dock that i have). I'm pretty sure it's software or the firmware on the mouse itself. These companies will only do something when too many customers complain about the same thing when it's their engineers job so look at the frikkin logs being offered to them.

Just an update, there's another thread that's gained a lot of traction. It seems like Razer have acknowledged the issue as software/firmware related and (allegedly) a firmware update is being worked on, according to one poster with a tech reviewer friend--a fix for a timeline wasn't provided though.

Another person mentions having had the mouse for 3 days, with the V2 dock, and not had the issue. They haven't stated whether they've tried running 8k but did mention running on older hardware and OS (IIRC). 

Regardless, my bet is it's a communication issue between Synapse and the mouse's sensor bugging/dropping out until reinitialised and, therefore, not a need to return or RMA but to wait for a fix and keep up pressure on Razer via our posts.

Personally, I've been using 1,000 Hz for several days now and haven't experienced any disconnections. Maybe they really are working on fixing the issue after all.

Others report 1k polling works fine, I've had the same experience. It's odd that the viper v4 has the exact same setup (I think?) yet the native 2k to 8k polling rates have issues on the basilisk. As long as it's fixed properly we're good.

I’ve returned mine for now, and will re-buy once fixed.

Having this exact same issue with my Basilisk V4 Pro! It just stops working for movement of the mouse, but the buttons seem to work still. I have to power it off and back on, does it every 30-90 minutes at random. 

Thanks for the detailed troubleshooting notes, especially that wired use stays stable while both wireless receivers freeze. Since a few people here report no drops at 1000 Hz, that seems worth trying as a temporary workaround while waiting for a firmware fix. It would also help to note whether the freezes return at 1000 Hz, so support can tell if this is tied specifically to the higher polling rates.

I had a similar freeze with a wireless mouse once, and dropping the polling rate was what finally settled it, so the 1000 Hz reports here make sense to me. I would try that first before going down the return route, since wired use stays stable in your tests too. If it still freezes at 1000 Hz, that at least narrows it to the wireless side rather than the sensor.

I am having the exact same problem and was about to RMA the mouse and dock. Will give it a little longer to see if they issue a fix.

Sorry, but I’m not keeping a mouse advertised to support higher polling rates if I have to run it at 1,000 Hz just to keep it stable. My Basilisk V3 Pro 35K runs flawlessly at 8,000 Hz, so I don’t see why I should accept that compromise on the newer model.

I appreciate the workaround, but I’ve returned mine. I’ll reconsider buying it once there’s a confirmed fix and it reliably delivers the performance it’s advertised to support.

It would seem that an update was distributed yesterday. We shall see if it fixes the problem.

If you RMA it you'll get a refurbished mouse in return most likely. Not only that, it your buttons are fine, you risk a dud with additional pre/post-travel.  

I’ve done the firmware update mentioned above and set it back to 8000Hz polling. Hopefully I won’t have to return it...

Has this been fixed now for anyone else? I’ve been running my mouse at 2000Hz mode and it’s not had the issue again after updating firmware. So far anyhow.

I used the mouse for the whole day yesterday at 8000Hz, after my post about updating the firmware. I had no further disconnects and all was good so I am hopeful that it has fixed it.