Hello Razer Support Team,
I am experiencing a critical issue with my Razer BlackShark V2 HyperSpeed (Model: RZ04-0496) while trying to use it on my PlayStation 5, and I need your assistance.
The Problem:
- A few days ago, my friends in the party chat told me that I suddenly sounded like a "robot" through the microphone.
- Immediately after that, the connection cut out completely.
- Now, whenever I plug the USB HyperSpeed dongle into my PS5, the dongle lights up and the headset connects for just a few seconds, but then the connection drops completely. It disconnects automatically every single time after a brief moment.
Important Details & Constraints:
- No PC access: I currently do not have access to a Windows PC or laptop, so I cannot use the Razer Pairing Utility or the Firmware Updater to re-pair the dongle or flash the headset.
- Mobile App: I tried troubleshooting via the Razer Audio Mobile App on my phone, but this specific headset model is not supported/cannot be selected in the app.
- Cable Mode: The headset only works when I bypass the wireless connection entirely and connect it directly to the PS5 using the USB charging cable.
It seems like the wireless dongle and the headset lost their pairing synced identity during operation, or there is a firmware freeze. Since I cannot fix this without a PC, could you please advise on how to reset/re-pair the devices without a computer, or help me with a replacement/warranty claim?
Thank you for your help.
Best regards