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?
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😞
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 ArchV, Levezze, epicsam00, 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!
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 ArchV, Levezze, epicsam00, 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)
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.
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.
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 ArchV, Levezze, epicsam00, 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.
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.
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.
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
omg. same here. just came in today and i have no clue what to do
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.
Same here
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.
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