Can't update Firmware Blackshark V2 Pro | Razer Insider
Question

Can't update Firmware Blackshark V2 Pro


Userlevel 3

It’s brand new.  It works.  It says firmware update is required.  I download the software, select the headset, plug in the wireless dongle, plug the headset directly into the PC via USB.  The update button never becomes enabled to be clickable. 

 

I’ve tried multiple cables to make sure it wasn’t the cable.  The one in the box charges the headset just fine and should work.  Any ideas?  It keeps harassing me to update firmware but I can’t!  Any ideas or do I need to do some formal support?


34 Replies

Same problem exactly. Brand new product, connected it to the PC using different USB’s, dongle in different connections,  updated Synapse, restarted the computer. Unbelievable, this is a 200$ headset.

Same here 

Userlevel 3

I can only hope that our hardware is so new that the firmware updater doesn’t recognize it yet and they just need to update the software.   It IS a later model number than what’s listed on the website as supported by the firmware updater.

omg. same here. just came in today and i have no clue what to do 

You have to plug both the dongle and usb cord (from the headset) into your to pc or laptop directly, no hubs or extenders 

 

also click the update from this link: https://mysupport.razer.com/app/answers/detail/a_id/13060

I just got the headset, got this issue and this is what solved it for me:
 

DOWNLOAD the firmware updater. Don’t just run it from the browser. “Run as administrator” from the folder.

 

Then it should work.

Userlevel 3

Just tried this …. let’s be specific, shall we?

Application from the website:

Black Shark V2 Pro_FirmwareUpdater_v1.00.13_r3.exe

Downloaded, locally, run as administrator.

The dongle is plugged in, I was just using the headset 2 minutes ago, so it’s connected.

The cable is plugged into the headset, and plugged directly into a USB port on the back of the PC. The headset is on.

 

That is all I get, no combination of unplugging or replugging the dongle or cable back into the computer makes this screen change.

 

Userlevel 7

Just tried this …. let’s be specific, shall we?

Application from the website:

Black Shark V2 Pro_FirmwareUpdater_v1.00.13_r3.exe

Downloaded, locally, run as administrator.

The dongle is plugged in, I was just using the headset 2 minutes ago, so it’s connected.

The cable is plugged into the headset, and plugged directly into a USB port on the back of the PC. The headset is on.

 

That is all I get, no combination of unplugging or replugging the dongle or cable back into the computer makes this screen change.

 

 

Hi ArchVLevezzeepicsam00, and GarretMc23. Sorry to hear about the headset’s ongoing issue with its firmware. Let me help you report this to our Support Team/devs and initiate an investigation. Please gather your Synapse 3.0 logs, upload them to any online hosting sites, then paste them into your PM or your initiated ticket here. Once done, please remove all Razer-related files from your computer using our Razer Driver Clean-up tool. Restart our computer, reinstall the Razer Synapse 3.0, and run/install all updates. Let me know how it went. Otherwise, let’s continue our conversation privately.

the firmware update success on headset but failed on dongle. 

now the headset cannot pair with the dongle anymore. 

this is so disappointed. contacted Razer support and not getting any feedback. 

lousy product, lousy support. i swear this is my last purchase on razer product. 

 

 

Userlevel 7

the firmware update success on headset but failed on dongle. 

now the headset cannot pair with the dongle anymore. 

this is so disappointed. contacted Razer support and not getting any feedback. 

lousy product, lousy support. i swear this is my last purchase on razer product. 

 

 

 

Sorry to hear that you are also having difficulties updating the firmware of your headset. Can you send me the case number via PM so I can review your contact history and help speed up its progress? Thanks for your cooperation.

Just tried this …. let’s be specific, shall we?

Application from the website:

Black Shark V2 Pro_FirmwareUpdater_v1.00.13_r3.exe

Downloaded, locally, run as administrator.

The dongle is plugged in, I was just using the headset 2 minutes ago, so it’s connected.

The cable is plugged into the headset, and plugged directly into a USB port on the back of the PC. The headset is on.

 

That is all I get, no combination of unplugging or replugging the dongle or cable back into the computer makes this screen change.

 

 

Hi ArchVLevezzeepicsam00, and GarretMc23. Sorry to hear about the headset’s ongoing issue with its firmware. Let me help you report this to our Support Team/devs and initiate an investigation. Please gather your Synapse 3.0 logs, upload them to any online hosting sites, then paste them into your PM or your initiated ticket here. Once done, please remove all Razer-related files from your computer using our Razer Driver Clean-up tool. Restart our computer, reinstall the Razer Synapse 3.0, and run/install all updates. Let me know how it went. Otherwise, let’s continue our conversation privately.

 

I reinstalled Synapse 3.0 and still can’t update the firmware, exact same issue as above where its not recognizing when I plug the headset in via usb to allow me to click update. (update i greyed out)

Userlevel 7

Just tried this …. let’s be specific, shall we?

Application from the website:

Black Shark V2 Pro_FirmwareUpdater_v1.00.13_r3.exe

Downloaded, locally, run as administrator.

The dongle is plugged in, I was just using the headset 2 minutes ago, so it’s connected.

The cable is plugged into the headset, and plugged directly into a USB port on the back of the PC. The headset is on.

 

That is all I get, no combination of unplugging or replugging the dongle or cable back into the computer makes this screen change.

 

 

Hi ArchVLevezzeepicsam00, and GarretMc23. Sorry to hear about the headset’s ongoing issue with its firmware. Let me help you report this to our Support Team/devs and initiate an investigation. Please gather your Synapse 3.0 logs, upload them to any online hosting sites, then paste them into your PM or your initiated ticket here. Once done, please remove all Razer-related files from your computer using our Razer Driver Clean-up tool. Restart our computer, reinstall the Razer Synapse 3.0, and run/install all updates. Let me know how it went. Otherwise, let’s continue our conversation privately.

 

I reinstalled Synapse 3.0 and still can’t update the firmware, exact same issue as above where its not recognizing when I plug the headset in via usb to allow me to click update. (update i greyed out)

 

I recommend submitting a case here or filling out the form I sent you via PM so I can help you initiate a case number and forward it to our Support Team. I’ll wait for your response privately. Thanks!

I also have the same problem. The 2023  Black Shark v2 pro headphones that just arrived yesterday were prompted by for a new firmware update. During the update period, I was listening to music with the headphones, but suddenly the earphones lost sound and got stuck on this interface. Afterwards, my earphone power button no longer lit up the earphones. I don't know if everyone is in the same situation as me. I suspect the firmware has damaged my headphones😞

 

Userlevel 7

I also have the same problem. The 2023  Black Shark v2 pro headphones that just arrived yesterday were prompted by for a new firmware update. During the update period, I was listening to music with the headphones, but suddenly the earphones lost sound and got stuck on this interface. Afterwards, my earphone power button no longer lit up the earphones. I don't know if everyone is in the same situation as me. I suspect the firmware has damaged my headphones😞

 

Oh no! Please help me Razer collate all the affected users by filing a support ticket here or send me a PM so I can submit a case on your behalf.

I’m having the same problem, but worse! I started using the V2 Pro to play CS GO and the performance of my computer absurdly decreases somehow with this dongle or whatever from this headset. I tried to update the firmware to see if it would solve my issue, but I can’t go through the process either, since it doesn’t let me click to continue (seems like there’s no dongle connected even after changing the ports from all over my computer).

Userlevel 7

Hi @Fuzarken,

 

Did you already try using a different USB port and check if there’s a driver error in the device manager? PM me the serial number of your headset so I can verify its model and help you escalate your concern to the relevant team for advanced resolution. Thank you!

Same problem as well. It will not update the dongle’s firmware no matter what methodology I try. Uninstall, reinstall, reboot, unplug, different cables, you name it, I tried it. 

 

Very disappointed. 

Same here, i have tried all of the USB ports on my motherboard, rebooted and no luck.  I did not reinstall the synapse software because I just installed it for the first time on this computer 2 minutes before trying the firmware updater.  I love Razer hardware, but the software has always been trash.  I am just going to skip the firmware update and keep using the headphones with whatever version they came with, I haven’t had any issues with them on my previous windows install so I’ll just leave them alone and chalk up yet another razer software fail.

Having similar problem. Delivered from Amazon today. It wasn’t showing up in Synapse so I tried reinstalling it. Then I tried updating the firmware. I got that same error while updating then the headset wouldn’t turn on (so I couldn’t attempt the firmware update again either). Got in touch with support, they said to return it to Amazon. Went to Best Buy and bought a 2nd one. This time after the error, it won’t connect to the dongle and the dongle does not register in the firmware updater. Very disappointed with Razer.

Having a similar problem,

 

Well, after that my headset doesn’t work at all. Brand new...

Probably not the right/reasonable solution. But after this incident, my computer would not install drivers. I ended up resetting/reinstalling windows. Then the headset worked and was able to update the firmware. The dongle was not updated but the headset was already.

Same problem.Did anyone fixed it?

Same problem.Did anyone fixed it?

Literally the same problem I’m having. Have had the headset awhile but the range has always been terrible. Tried to update it and got here. 

Pretty disappointing for the price I paid for this headset. Just sent my Basalisk mouse to get the scroll wheel fixed also. 

 

Any actual fix for this? tried everything the Razer rep has suggested in this thread besides submit a ticket and wait for them to respond.

Having a similar problem,

 

Did you ever get this resolved? I just got my headset today and I’m that’s just popping up for me now :/

Reply