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?
Well, after that my headset doesn’t work at all. Brand new...
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.
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).
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 problem.Did anyone fixed it?
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.
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
holy shit! so many people with same problem and support is just giving generic troubleshooting answers?
I just got my brand new blackshark V2 2023 and synapse asked for firmware update; downloaded the updater and ended up with “Something went wrong...”; tried it again and realized headset firmware is updated but the problem is the dongle which won’t update! tried all usb ports with no hub or extension, still no luck
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.
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)
Having a similar problem,
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 issue here, unable to update the firmware on my Razer Blackshark v2 Pro. The ‘update’ button remains greyed out. I just put in a ticket with Razer Support.
Received today.
Same problem.
I simply changed the usb port for the dongle just for the duration of the update and it worked for me
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.
2024 april same issue here dongle not being detected, i prefer the color blue over green anyway
Hi
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!
I’m having this issue still, with both my wireless dongle and for my mouse. I can’t update either.
I am on windows 11
i got yesterday blackshark v2 pro 2023 i did the firmware upgrade and really it’s so bad… the sidetone is broken. i hope in another firmware or just return them.
Anyway I really think they need to stop all their projects and start to focus on their software!
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 :/
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.
….
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.
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.
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.
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