Hue not working with Synapse 3 - Tried full reinstall - FAO Razer Synapse team | Razer Insider

Hue not working with Synapse 3 - Tried full reinstall - FAO Razer Synapse team

L
Userlevel 2
Hello,

This used to work but stopped working a month or so ago.

Hue doesn't allow for saves for Hue devices with Synapse 3 in a Chroma Studio profile, even with a brand new profile. I have traced the error log down to be the following in SynapseService_errors.log:

ERROR 26 LightingEffectsController.Put => LightingDataResolver.SaveLightPac => LightingDataValidator.ValidateLightingPac [msg] Invalid device or devicecell HUE in region 1 in lighting pac Chroma Effect 1:
ERROR 26 LightingEffectsController.Put => LightingDataResolver.SaveLightPac => LightingDataValidator.ValidateLightingPac [msg] No valid cells in region 1 of layer 0 in lighting pac Chroma Effect 1:
ERROR 26 LightingEffectsController.Put => LightingDataResolver.SaveLightPac => LightingDataValidator.ValidateLightingPac [msg] Invalid device or devicecell HUE in region 0 in lighting pac Chroma Effect 1:


I've tried the following so far:

Synapse 3 full reinstall.
Various PC restarts
I have reconnected to Hue.
Deleting Hue Module
I've made a new entertainment area in Hue.
I've factory reset all Razer devices.
All hue and Synapse 3 is fully up-to-date.
Tried to use guest mode instead of my profile on a fresh install of Synapse 3.
Temp files all deleted
Deleting all reg entries / folders for Razer software

Please help me, this is so annoying!!!

Edit:

Update 28th April 2021, still happening. More info:


This happens even on a brand new Win 10 install - no matter the hardware as it happens even with a whole new computer build.

Seems to impact Hue Play bars and some other Hue devices.

The problem is with Razer Synapse software itself.

It takes seconds to replicate by anyone.


Here is the video I took of the issue:



Here is a list of threads on this issue:

/razer-studio-on-synapse-3-not-saving-any-layers-of-philips-hue-devices.73344
/philips-hue-problem-doesn’t-save-chroma-studio-preset.72245
/hue-not-working-with-synapse-3-tried-full-reinstall-fao-razer-synapse-team.72314
/hue-not-working-with-synapse-3-tried-full-reinstall-fao-razer-synapse-team.72313
/philips-hue-not-working-with-synapse-3-tried-full-reinstall-fao-razer-synapse-team.72315/
/trouble-syncing-hue-play-and-chroma-peripherals.69598/
/issue-with-philips-hue-and-chroma-apps.63311/
/chroma-visualiser-not-working-with-philips-hue-on-synapse-3.56694
/razer-chroma-visualizer-philips-hue-broke-after-update.56457/
https://www.reddit.com/r/razer/comments/mepw5b/razer_and_philips_hue_synapse_no_longer_saving/
https://www.reddit.com/r/razer/comments/mj3z23/philips_hue_keeps_losing_its_assigned_color/
This topic has been closed for comments

23 Replies

L
Userlevel 2
Right, after too much time spent I have found the problem and I have a hack to fix it, but it's not great as you can't use the GUI to edit your profiles... At least until Razer fixes the problem.

If you edit your lightning profiles manually - located here:

C:\\ProgramData\\Razer\\Razer Central\\Accounts\\RZR_RANDOMSTRINGHERE\\Emily3\\LightingPack

You will notice the hue devices do not seem to have a serial number set therefore if you have more than one HUE device linked it does not let you edit any lightning profiles. I set the official device serial numbers but I think it's just arbitrary - as long as it's unique.

After this I was able to edit the lightning profile manually and have full control of each light at the same time, something that was impossible within the Synapse software itself.

Please note you have to set the serial number in three places, for each region ID/device. One for the main device list, one for the position map and another for the effect layer.

I hope Razer can fix this soon - I'm not sure what the best contact is for them to get through to the software team?

Example fix in a profile:

First entry:
<Device>
<Name>HUE</Name>
<Product_ID>769</Product_ID>
<Vendor_ID>5426</Vendor_ID>
<Serial_Number>ENTERUNIQUEVALUEHERE</Serial_Number>
<Handle>-1389928932587169601(MAY HAVE TO EDIT TO YOUR OWN)</Handle>
<Type>7</Type>
<RegionId>2147483650(MAY HAVE TO EDIT TO YOUR OWN)</RegionId>
</Device>

Second entry:
<Key>
<Device>
<Name>HUE</Name>
<Product_ID>769</Product_ID>
<Vendor_ID>5426</Vendor_ID>
<Serial_Number>ENTERUNIQUEVALUEHERE</Serial_Number>
<Handle>-1389928932587169601(MAY HAVE TO EDIT TO YOUR OWN)</Handle>
<Type>7</Type>
<RegionId>2147483650(MAY HAVE TO EDIT TO YOUR OWN)</RegionId>
</Device>
</Key>


Third entry:

<Key>
<Device>
<Name>HUE</Name>
<Product_ID>769</Product_ID>
<Vendor_ID>5426</Vendor_ID>
<Serial_Number>ENTERUNIQUEVALUEHERE</Serial_Number>
<Handle>-1389928932587169601(MAY HAVE TO EDIT TO YOUR OWN)</Handle>
<Type>7</Type>
<RegionId>2147483650(MAY HAVE TO EDIT TO YOUR OWN)</RegionId>
</Device>
</Key>
Razer.Speedcr0ss
Userlevel 7
LaurenceGough
Hello,

This used to work but stopped working a month or so ago.

Hue doesn't allow for saves for Hue devices with Synapse 3 in a Chroma Studio profile, even with a brand new profile. I have traced the error log down to be the following in SynapseService_errors.log:

ERROR 26 LightingEffectsController.Put => LightingDataResolver.SaveLightPac => LightingDataValidator.ValidateLightingPac [msg] Invalid device or devicecell HUE in region 1 in lighting pac Chroma Effect 1:
ERROR 26 LightingEffectsController.Put => LightingDataResolver.SaveLightPac => LightingDataValidator.ValidateLightingPac [msg] No valid cells in region 1 of layer 0 in lighting pac Chroma Effect 1:
ERROR 26 LightingEffectsController.Put => LightingDataResolver.SaveLightPac => LightingDataValidator.ValidateLightingPac [msg] Invalid device or devicecell HUE in region 0 in lighting pac Chroma Effect 1:


I've tried the following so far:

Synapse 3 full reinstall.
Various PC restarts
I have reconnected to Hue.
Deleting Hue Module
I've made a new entertainment area in Hue.
I've factory reset all Razer devices.
All hue and Synapse 3 is fully up-to-date.
Tried to use guest mode instead of my profile on a fresh install of Synapse 3.
Temp files all deleted
Deleting all reg entries / folders for Razer software

Please help me, this is so annoying!!!


Hi there! Our devs released a hotfix for Razer Synapse Chroma integration concerns. It may take 1 week for this update to roll out as the update is staggered. The Synapse will still show as version 3.6.331.31613. Let me know if the issue persists after receiving the update.
L
Userlevel 2
Razer.Speedcr0ss
Hi there! Our devs released a hotfix for Razer Synapse Chroma integration concerns. It may take 1 week for this update to roll out as the update is staggered. The Synapse will still show as version 3.6.331.31613. Let me know if the issue persists after receiving the update.


Thank you. How will I and others know when we get this update? Surely the version number should go up one for such a bug fix? :)

Also it'd be sweet if we could get a hotfix to apply sooner than having to wait with a crippled setup for so long. I do understand the need for a staggered rollout but an immediate option to update would be much better.
E
Can you reply on my messages sir speedcross thanks
Razer.Speedcr0ss
Userlevel 7
LaurenceGough
Thank you. How will I and others know when we get this update? Surely the version number should go up one for such a bug fix? :)

Also it'd be sweet if we could get a hotfix to apply sooner than having to wait with a crippled setup for so long. I do understand the need for a staggered rollout but an immediate option to update would be much better.


Thanks for sharing your thoughts on this. There's a prompt on every update in available Razer Synapse 3.0 with notes so the user can see what is the update all about.

Hey Echosen! I replied to your PM. I'll wait for your follow-up.
L
Userlevel 2
Razer.Speedcr0ss
Thanks for sharing your thoughts on this. There's a prompt on every update in available Razer Synapse 3.0 with notes so the user can see what is the update all about.

Hey Echosen! I replied to your PM. I'll wait for your follow-up.


Hi @Razer.Speedcr0ss the issue is still showing as 9.34pm on 2nd April 2021.

I have checked for updates a few times but nothing is showing still..

To confirm this particular issue with Hue lights will be resolved with this update?

Thanks,

Laurence
Razer.Speedcr0ss
Userlevel 7
LaurenceGough
Hi @Razer.Speedcr0ss the issue is still showing as 9.34pm on 2nd April 2021.

I have checked for updates a few times but nothing is showing still..

To confirm this particular issue with Hue lights will be resolved with this update?

Thanks,

Laurence


That's right. The update includes the hotfix for the Chroma integration concerns. Please let me know if the issue persists even after receiving this supplemental update.
L
Userlevel 2
Hi @Razer.Speedcr0ss

Thanks for confirming that. It's been just over a week now (not sure the update was originally released) but after checking for updates, even just now - still nothing sadly :(

Issue still exists, having to use Philips Hue app instead but it's kind of not as good as the Razer software for custom effects.

Thank you
L
Userlevel 2
Arghhhhhh, still no update - I've got all these new lights and Razer products but I can't use Chroma on them as advertised...
Razer.Speedcr0ss
Userlevel 7
Hey LaurenceGough! Thanks for letting me know. Please gather your Razer Synapse 3.0 logs by following the steps here. Save the files via Gooogle Drive or to any online drive account, then paste the link in your PM. Let's continue from there.
L
Userlevel 2
Razer.Speedcr0ss
Hey LaurenceGough! Thanks for letting me know. Please gather your Razer Synapse 3.0 logs by following the steps here. Save the files via Gooogle Drive or to any online drive account, then paste the link in your PM. Let's continue from there.


Thanks SpeedCr0ss,
I've sent you a message across and sent it to you.

Many thanks again
Razer.Speedcr0ss
Userlevel 7
LaurenceGough
Thanks SpeedCr0ss,
I've sent you a message across and sent it to you.

Many thanks again


You're welcome! I replied to your PM.
L
Userlevel 2
Thank you SpeedCr0ss for reopening this thread at my request.

I'd like to inform anyone else following this topic of the status with Razer as we are all eager to see this fixed so we can enjoy our gaming and office setups.

I have even fully reinstalled Windows 10 fresh and this issue still persists.

It appears to only impact Hue Play Bars? Perhaps also other devices I don't own?

As a test I set up two new Entertainment areas in Hue with only ONE hue play bar in each, the left or right one - nothing else. The problem is repeatable every time with either of these profiles.

The main ceiling bulb seems not to be impacted by this bug if tested on it's own.

If any Razer software engineer has a Hue play bar, they can repeat this very test in seconds and see the issue.

Here's a video of the bug:

Razer.Speedcr0ss
Userlevel 7
LaurenceGough
Thank you SpeedCr0ss for reopening this thread at my request.

I'd like to inform anyone else following this topic of the status with Razer as we are all eager to see this fixed so we can enjoy our gaming and office setups.

I have even fully reinstalled Windows 10 fresh and this issue still persists.

It appears to only impact Hue Play Bars? Perhaps also other devices I don't own?

As a test I set up two new Entertainment areas in Hue with only ONE hue play bar in each, the left or right one - nothing else. The problem is repeatable every time with either of these profiles.

The main ceiling bulb seems not to be impacted by this bug if tested on it's own.

If any Razer software engineer has a Hue play bar, they can repeat this very test in seconds and see the issue.

Here's a video of the bug:



Thanks for sharing. I've forwarded it to the team. Please continue communicating with them using the same email thread.
L
Userlevel 2
Still the same problem.

If Razer actually spent any time to test this they'd see the same problem. It doesn't matter what hardware you use. It even does it on a clean Windows 10 install.

Perhaps they don't want to fix it and don't care?

Please - just don't recommend or purchase any Razer products. Vote with your wallet.

Flagship prices - bottom end support.
Razer.Speedcr0ss
Userlevel 7
LaurenceGough
Still the same problem.

If Razer actually spent any time to test this they'd see the same problem. It doesn't matter what hardware you use. It even does it on a clean Windows 10 install.

Perhaps they don't want to fix it and don't care?

Please - just don't recommend or purchase any Razer products. Vote with your wallet.

Flagship prices - bottom end support.


I understand if the situation is infuriating. By the way, I've sent you a PM as the team wants to get a new set of logs from your Razer Synapse/PC so they can add it to their investigation. Thanks for your cooperation.
Ros6777
Userlevel 2
I think I've found a workaround (Version 3.6.430.42101)

1) Modify Hue devices settings in a Chroma Studio preset and save
2) Load another preset
3) Reload the modified preset
4) Add any layer (and delete it if you want)
5) Save.
Razer.Speedcr0ss
Userlevel 7
Ros6777
I think I've found a workaround (Version 3.6.430.42101)

1) Modify Hue devices settings in a Chroma Studio preset and save
2) Load another preset
3) Reload the modified preset
4) Add any layer (and delete it if you want)
5) Save.


Thanks for sharing! How's your Philips Hue after this workaround? Also, is the issue no longer happening after performing these steps in the past 24-48 hours?
Ros6777
Userlevel 2
Razer.Speedcr0ss
Thanks for sharing! How's your Philips Hue after this workaround? Also, does the issue is no longer happening after performing these steps after 24 hours?

My Philips Hue devices work properly in every preset "fixed" with the workaround. After 24 hours the issue is no longer happening. Of course the issue happens again if I modify a working preset and save as usual without the last four steps of the workaround.
Razer.Speedcr0ss
Userlevel 7
Ros6777
My Philips Hue devices work properly in every preset "fixed" with the workaround. After 24 hours the issue is no longer happening. Of course the issue happens again if I modify a working preset and save as usual without the last four steps of the workaround.


Gotcha! I'll send this to our Support Team and devs as they can add this in their investigation. I might send you a follow-up message if the team needs information or logs from your setup.
L
Userlevel 2
Ros6777
I think I've found a workaround (Version 3.6.430.42101)

1) Modify Hue devices settings in a Chroma Studio preset and save
2) Load another preset
3) Reload the modified preset
4) Add any layer (and delete it if you want)
5) Save.


You bloody genius! Nice one!

This is the best workaround by far and it works. Just tried on one preset and it's working great!

Thanks very much!!!
Ros6777
Userlevel 2
LaurenceGough
You bloody genius! Nice one!

This is the best workaround by far and it works. Just tried on one preset and it's working great!

Thanks very much!!!


I'm glad it was helpful. 🙂
Razer.Speedcr0ss
Userlevel 7
LaurenceGough
You bloody genius! Nice one!

This is the best workaround by far and it works. Just tried on one preset and it's working great!

Thanks very much!!!


Thanks for sharing that Ros6777's workaround worked for you too. I'll be locking this thread now. Feel free to send me a PM anytime or visit our self-help options should you have other questions or concerns.
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