• Connect your USB dongle to USB 3.0 or higher
  
  
• Update your Synapse 3.0
  
  
• Update your Windows
  
  

Sye_The-Vie
Action the following~~~

• Connect your USB dongle to USB 3.0 or higher
  
  
• Update your Synapse 3.0
  
  
• Update your Windows
  
  

Same exact issue and I can’t get it to recognize the 2.4 GHz dongle no matter what I try. Razer ought to be embarrassed, this hardware and software is utter garbage.

I tried:

1. Uninstalled Synapse: v20230323 
2. Reboot
3. Used the Razer CleanupRazerDrivers utility: v21062021
4. Reboot
5. Reinstalled Synapse: v20230323
6. Executed BasiliskV3Pro_FirmwareUpdater_v1.01.00_r1.exe
7. Dongle is not recognized when I plug it in so I can’t complete the firmware update.

Initially it started losing connection after a few minutes, then after a few seconds, and now it won’t connect via 2.4 GHz at all. Again, it works completely fine when wired, plugged into the same USB port on the PC. Tried plugging the dongle directly into the USB port, repeating the above. Tried factory resetting the mouse, repeating the above. Ran Windows update, repeated above. Tested with Bluetooth connection just in case, works fine, then repeated above. The event manager shows one error, days prior to device failure, and no entries in the logs at all for the final 2 days that it was losing its ability to connect.

I don’t own another computer to test with, so gtfo with that.

Honestly, this is the biggest waste of money for a PC peripheral that I have ever owned, and that is saying something. I prefer the grip on these mice vs. the Logitech ones but honestly I’ve been spending hours online trying to fix this expensive (*omitted) mouse when I could have been gaming.

Hopefully someone reads this post and gives up before they waste as much time as I did trying to turn a turd into a hamburger.

This happened to me today.  The tried all the above.  Everything works except the 2.4 dongle, it just flat stopped working mid game.  Blue tooth and everything else works fine, but that damn dongle is shit.  I work with 2.4 dongles all day for medical simulation, I’ve never seen anything this craptastic.  Sad because I love this mouse!

Yes same issue its absolute garbage. Thew pairing utilitry doesnt support the device so is pointless. Removing devices doesnt work and it looks like the dongle just isnt getting power so its probably more of a hardware failure. Would suggest returning to Razer which is what I am going to do

I opened a ticked and they are sending me a new dongle.  We’ll give it a try first.  I think your right about the hardware, I work with 2.4 and Blue Tooth all day for Medical Technology and I’ve never seen one burn out so quickly.  No matter what computer or what I do the dongle just isn’t recognized anymore.  What sad is the 2.4 for the Hyper X is rocking solid and I’m sure it’s the same hardware.  

Hi  verethragna69 and andrewndawson! Have you contacted our Support Team? If you haven’t, I suggest submitting a support ticket here. Otherwise, please send me a PM so I can submit it on your behalf so the team can initiate an investigation. Thanks for your cooperation. 

this happened to me today, I was working normally with my basilisk v3 pro and suddenly the 2.4ghz stopped working, tried connecting the dongle to other pc, nothing, connected via a dongle to usb c nothing… usb port of pc works fine so its not the ports …  I already submitted a ticket, I am waiting for their response. 

just happened to me literally WHILE i was using the mouse, and after this happened by synapse app went all buggy and wouldnt switch between profiles so that was pretty cool i guess

hello i have my mouse basilisk v3 pro and my 2.4 is not conecting i try all things of the support fourm and nothing works what can i do?

update> I opened a ticket then razer told me that since I bought the device via amazon, I should make the claim with them, which I did, they (amazon) sent a replacement april 30th, and today May 10th the replacement showed the same issue, contacted amazon again, and they will open a claim with razer and will return my defective mouse… such a bad product.

I have been a razer enthusiast for over 10 years now, have never had any issues with their hardware, however this experience makes me want to leave the razer ecosystem. 

hope they fix it in future iterations of the mice. 

Issue happened when installing razer synapse update, before that mice was working perfectly then during installation, mouse stopped working I thought that it was because of drivers for hyperspeed, but then the device never came back to the system, tried 4 different computers ( I have a mac, hp omen, alienware aurora, and another dell workstation) and in none of them seemed to work, not even showing up in the device manager.

something at hardware level induced by software is happening. 

I have the same Problem. Wireless 2.4Ghz and Bluetooth not working anymore. I Think the Razor Synapse Software has updating the Firmware on my Mouse. After that is not working anymore.

On Other PC is not Working this Mouse. Only over the Cable.

I found video on youtube dude uploaded program for reset paring with mouse and receiver. Maybe it help somebody. In my case (basilisk v3 pro) my receiver is dead. I tried turn this cr*p on two deferent pc, but it still not working. Now I have wireless mouse who working only by wire, this happy end by razer!

If your mouse is still on warranty, then RMA the dongle.

Unfortunately, I decided to save money and bought a used mouse. Who knew it would end like this But now i really think turn to logitech back, because my old logitech g403 wireless working well about 3-4 years. What a shame

Happened to me today while gaming, it's like 2 Months old now...

Same issue the 2.4GHz dongle no longer working not even detected by PC at all. 3rd time to use the mouse… I think the Basilisk V3 Pro firmware update is causing this issue…. https://mysupport.razer.com/app/answers/detail/a_id/6405/~/razer-basilisk-v3-pro-firmware-updater-%7C-rz01-04620

GOD BLESS!!! I thought I was the only one!!! THANK GOD! Sorry though gents. 

Returned… shame cos I quite like the mouse itself… not sure if I will purchase again though...

Happened to me today too, I exchanged twice here at BestBuy and even their Geek Squad can’t figure it out what’s wrong with the dongle why 2.4 ghz doesn’t work. A waste of time!

I went through the replacement process with Razer a few months ago due to this dongle issue. It was a huge pain to get them to replace the dongle, but finally got a full mouse and dongle replacement. After a few months, the dongle is no longer working again. I tried all the troubleshooting including the mouse dongle repair utility. I am going to ask for a refund and order a different non-Razer mouse. It’s a bummer because I really like the mouse. 

Vou ter que comprar outro dongle

Same thing happened to me, dongle just stopped working, but if I unplugged the little USB 2.4 adapter from the dongle and plugged it directly to my USB port, it worked, so problem wasn't mouse nor the USB 2.4 adapter, it was the “USB extension plastic bit”. Not sure if that's just a female USB-C to Female USB-A adapter, but that seemed to be the issue. Cable was also good, cuz connecting it straight to the mouse was working fine.

Using that firmware updater above fixed it for me, though. The first thing it asked was to connect the dongle and click next. I connected thinking “how am I gonna click next, since no mouse” haha, but even then it was already working, so it seemed like that firmware updater app running already sort of fixed it. I ran the firmware update on the dongle, and then on the mouse, and now everything is working.

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UPDATE

It worked until I started Razer Synapse again… as soon as I plugged the mouse to the USB cable and then went back to 2.4, it didn't work anymore… definitely a software issue.

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Same problem here even if I bought a new one… not working anymore on any PC. Waste of money...

dude same problem this is just sad