Problems after the update on 06.11.23. Headphones Razer BlackShark v2 stopped working THX special audio | Razer Insider
Solved

Problems after the update on 06.11.23. Headphones Razer BlackShark v2 stopped working THX special audio



Show first post

297 Replies

Userlevel 1

Yeah this update massively screwed my audio. In my case, it’s when playing music from youtube in the background while gaming. It’s like the system gets confused on which to do and screws the volume.

Userlevel 2

That will not work, All those installers will fetch the latest version.

 

disable auto-update in the Synapse settings

can't during install, only afterwards

Does anyone know any about the light blue light my headphone (razer blackshark v2 pro 2020)  makes happend 1 time before but then i just waitet untill they died no buttons work i tried plug it in i have removed the usb from my pc but still a bass sound only in the headphones and there is no explanation and i have problems reaching out to the support team with this problem. 

Userlevel 1

fix yet??

 

Audio-Equalizer not even working whats wrong with you Razer???

Same here - Razer BlackShark V2 with USB sound card, after last update of Razer Synapse, THX Spatial stopped working.  :(  Hope soon the problem will be resolved.

Aynı kulaklığa sahibim çözüme ulaşırsanız lütfen paylaşın😐

Userlevel 2

Same here - Razer BlackShark V2 with USB sound card, after last update of Razer Synapse, THX Spatial stopped working.  :(  Hope soon the problem will be resolved.

Aynı kulaklığa sahibim çözüme ulaşırsanız lütfen paylaşın😐

Elbette. Hala çözüm yok. Yeni yama da işe yaramadı. (Google Translate ile Türkçeye çevrilmiştir)

Userlevel 1

Looks like they modded the THX driver, which is still shwoing as installed. If you go into add\ remove it’s still there but the date on it shows it’s been altered. With no 7.1 output option THX is dead in the water.

 

 

Userlevel 2

Within 48 hours, I don't know if you agree with the last post I sent to technical support to not show it as resolved

 

[ The problem continues, I decided to wait for the next update, if it does not improve, I will not buy and buy a razer product again, the people in the forum will be in this direction, you publish the update you made without checking it, you see that no one in the forum had a problem 2 weeks ago, if you take back the update, the problem of the people will be solved.

Error : Update failed to complete. Please contact technical support ( my opinion is that technical support is inadequate, delete, uninstall, restart the computer, we already do these things and contact you )  ]

Razer Reddit Post

 

Hey everyone! We are aware of the concerns that you have with the latest Synapse update. With the latest Razer Synapse 3 update, THX Spatial Audio engine is now embedded into the device driver with improved audio latency. Below are the following changes with the latest update:

  • Stereo and THX Spatial Audio can now be switched in the Sound tab.

  • User interface streamlined for simpler interactions.

  • Band labelling is now included in the Audio Equalizer tab.

  • THX Spatial Audio demo video has been added.

Please note that after you have updated to the latest Synapse version 3.8.1031.110202, you will need to reconfigure your device settings as required, as all previously saved THX settings in your profiles have been reset to ensure stability.

r/razer - THX Audio Engine After Synapse Update

r/razer - THX Audio Engine After Synapse Update

To enjoy the THX Spatial experience, you no longer need to select 'THX Spatial - Synapse' as the Windows Output device in your Windows Sound settings, simply select your Razer headsets in the Windows Sound settings and head over to the Sound tab in Razer Synapse 3 to switch between the Stereo and THX Spatial Audio modes!

You do not need to download or purchase the THX Spatial Audio application to enjoy the THX Spatial Audio experience.

We are aware of the current reports regarding audio quality concerns, and we are currently investigating, identifying and fixing issues that are not exhibiting the intended behavior.

Please do not hesitate to contact us through Razer Support if you have any concerns.

Userlevel 1

Together with you, I’m struggling with the latest update for my Razer Kraken V3 HS headset, purchased just recently on 08/22/23. When installing the fatal Synapse 3.0 update, my licensed antivirus reports the presence of a Trojan VIRUS; if you disable the antivirus, the update from Razer will be installed. But when you uninstall Synapse and the antivirus is already active, a message about the Trojan will appear again. Previously updates from Razer did not contain viruses, what if this is the reason? All the software installed on my PC is licensed and official.

 

Userlevel 1

I have now switched to using the SteelSeries Sonar program with my headset, this is a worthy free replacement for THX SA which was destroyed by Razer.

Razer did not send me a free activation code for a separate THX SA program for $20 under the warranty registration program, and the 15-day test period has ended

.

guys , for Razer nari Ultimate i fixed my problem🙂

here
this topic
 

So, a whole week has already passed, several synapse updates have been released, which have IMPROVED ABSOLUTELY NOTHING. Thx as it was not, so it is not. Is it really that hard to roll back this update?!

Userlevel 2

Within 48 hours, I don't know if you agree with the last post I sent to technical support to not show it as resolved

 

[ The problem continues, I decided to wait for the next update, if it does not improve, I will not buy and buy a razer product again, the people in the forum will be in this direction, you publish the update you made without checking it, you see that no one in the forum had a problem 2 weeks ago, if you take back the update, the problem of the people will be solved.

Error : Update failed to complete. Please contact technical support ( my opinion is that technical support is inadequate, delete, uninstall, restart the computer, we already do these things and contact you )  ]

This is the answer I received today

Great day!

Thank you for the response and I am so sorry for the trouble this has caused you, I also appreciate all of the extra patience and effort you put into this case, 

We can only hope for your understanding on this. Surely, I will make sure to include this in our Poll as your feedback helps us to improve our service better, Should you need our assistance, please feel free to send us an email anytime. 

 

 Thank you for giving us an opportunity to serve you and for being part of the Razer family. Please always stay safe and check for updates!

Case # 231109-001170


 

To update this case, you can reply to this email or use our Razer Support Portal.

 

Ring in the winning season with exclusive offers on a range of epic Razer gear and deck the halls with victory.

 

Sincerely,

Marlon D.

Razer Support

For Gamers by Gamers

https://support.razer.com

Userlevel 1

same for me. they want to sll U more broken product. but not fixing it. such a dogshit razer support.

 

Userlevel 1

it says ‘solved’ but not really  such a scam

Userlevel 2

I started using steelseries sonar as a (temporary) solution and it solved my job for now

same here, this ruin my entire setup, i tried everything without results  my kraken ultimate sounds like crap

Userlevel 1

 

this answer i receive it today.
Thank you for your feedback.
 
Please be informed that we are aware of the THX Spatial Audio issues post-Synapse update and sincerely apologize for any frustration and inconvenience caused. Rest assured; we are working on a fix that will start rolling by Nov 16th PST. We are committed to resolving this and upholding the high-quality experience you expect from Razer. We will provide regular updates on our progress on Razer Insider until this issue is fully resolved.
 

We suggest doing the following troubleshooting steps in order.

  1. Do a system restart to complete the Synapse update.
  2. Select the Razer headset as the default Windows Output device. 
    • For Razer Nari, Razer Nari Ultimate, Razer Kraken Tournament Edition and Razer USB Audio Controller, the device selected should be 'Razer <Headset> - Game', for example Nari Ultimate will be 'Razer Nari Ultimate - Game'
      116b89680cde4d149139b8e357a3e232
  3. Ensure that sound effect enhancements are not disabled in Windows Sound settings:
    • Press the Windows button, and search for ‘Sound settings’ and click the ‘Sound settings’ results
      1494df138656451e8837bc70ad2d0121
    • In the Windows Sound settings page, click on ‘More sound settings’ under the ‘Advanced’ category.
      e2c86c9a06044bc483157f5ae20ad63f
    • In the pop-up windows for Sound, under Playback, select the Razer headset and click ‘Properties’.
      eed4e19de84c42ef8c07c960a6da70f1
    • In the pop-up window for Speakers Properties, navigate to the ‘Enhancements’ tab, and make sure that the ‘Disable all enhancements’ option is unchecked.
      1682cbdc44164c188cebc4a9870ada66
  4. Collect Razer Synapse logs and provide to us before proceeding to step 3. Make sure to check the option 'Include THX Logs'.  Here is the link for the guide, How to gather Razer Synapse 3 logs from a PC.
    cc77458808584eb6bd36ad28e08ab3b7
  5. Download and run the Device Detection Troubleshoot Tool. This tool is to help clean up all existing Razer device drivers in the system, and to remind users to follow through all the steps indicated in the tool, including unplugging of Razer devices and uninstalling then reinstalling of Razer Synapse 3, and restarting of the PC when instructed to. 
  6. Reconfigure the EQ settings under the 'SOUND' tab and also the various sound enhancement options in the 'ENHANCEMENT' tab in Synapse 3
We are looking forward to your feedback.
 
Ring in the winning season with exclusive offers on a range of epic Razer gear and deck the halls with victory.
 
Sincerely,
 
 
Michelle M.
Razer Support
For Gamers by Gamers

 

Userlevel 1

Thank you for your feedback.

 

Please be informed that we are aware of the THX Spatial Audio issues post-Synapse update and sincerely apologize for any frustration and inconvenience caused. Rest assured; we are working on a fix that will start rolling by Nov 16th PST. We are committed to resolving this and upholding the high-quality experience you expect from Razer. We will provide regular updates on our progress on Razer Insider until this issue is fully resolved.

 

if someone knows how to share the complete email here it would be useful for everyone

Userlevel 2

My BlackShark V2 and Leviathan V2 Synapse THX have been great for me since the 20231110 update.   Over the weekend, I’ve enjoyed watching movies, listening to music, and playing games (Battlefield/Hunt Showdown).  

  • The only major outstanding issue for me is that the Stereo/Thx Spatial Audio toggle does not work for the BlackShark V2 from the Sound tab; however, you can work around it by toggling the mode from the Demo tab.
    • Minor issue is that I now have to turn the volume up higher on the BlackShark V2 to get previous volume levels, however I’ve discounted the issue because I really shouldn’t be trying to deafen myself with the headphones.  They are loud enough for me, just odd that the volume has been reduced with the update.
  • An unforeseen benefit of these updates has been Razer finally fixed Synapse THX for the Leviathan V2.  Ever since I first owned the Leviathan V2, Synapse THX would stop functioning after a bit, along with the equaliser.  I’m happy to say that the experience with the Leviathan V2 is now stabilised.  For the longest time, I had been using the stand-alone THX app with the Leviathan V2, but now I can use Synapse as intended.

I do not know if it helped, but as part of my troubleshooting I disabled all sound devices that I’m not using within Windows Device Manager.  Also to note:  I still have the stand-alone THX Spatial App installed on my laptop - which means the drivers are still present.  I’ve stopped using the stand-alone app, but haven’t uninstalled the app or disabled its drivers.

Userlevel 2

Razer Reddit Post

 

Hey everyone! We are aware of the concerns that you have with the latest Synapse update. With the latest Razer Synapse 3 update, THX Spatial Audio engine is now embedded into the device driver with improved audio latency. Below are the following changes with the latest update:

  • Stereo and THX Spatial Audio can now be switched in the Sound tab.

  • User interface streamlined for simpler interactions.

  • Band labelling is now included in the Audio Equalizer tab.

  • THX Spatial Audio demo video has been added.

Please note that after you have updated to the latest Synapse version 3.8.1031.110202, you will need to reconfigure your device settings as required, as all previously saved THX settings in your profiles have been reset to ensure stability.

r/razer - THX Audio Engine After Synapse Update

r/razer - THX Audio Engine After Synapse Update

To enjoy the THX Spatial experience, you no longer need to select 'THX Spatial - Synapse' as the Windows Output device in your Windows Sound settings, simply select your Razer headsets in the Windows Sound settings and head over to the Sound tab in Razer Synapse 3 to switch between the Stereo and THX Spatial Audio modes!

You do not need to download or purchase the THX Spatial Audio application to enjoy the THX Spatial Audio experience.

We are aware of the current reports regarding audio quality concerns, and we are currently investigating, identifying and fixing issues that are not exhibiting the intended behavior.

Please do not hesitate to contact us through Razer Support if you have any concerns.

 

I see that is the change Razer went with, however if the switch between modes is that tab above the equalizer it seems there is no difference in that menu, in the demo the only difference I experience is when the 1 robot slams the ball on ground and the ending THX sound.

I would rather when switching to THX the calibration that was removed comes on. It had a better test than the demo with the helicopter and I could move the location of the speakers. The new demo is for the cinema it does not help setting up my games.

I also used the fallback device option for another headset I have instead of Windows Sonic and that worked well, good feature you removed that too.

 

Userlevel 2

I did a quote reply I don’t know where that ended up, anyway the new demo is more for the cinema, it does not help setting up for games, when we turn THX on (the tab above the equalizer that appears it does nothing) then we should get the calibration option that was removed in the menu, it also had a better game test/demo with the helicopter.

Also the option for the fallback headset was removed and I used that for another headset, was a good feature too.

 

 

 

I even formatted the computer, but it still didn't work, the THX activation indicator light on my Razer Kraken Ultimate doesn't light up when the function button is pressed...

Reply