Razer Blackshark v2 Pro 2023 does not get detected on Synapse 3.0 | Razer Insider
Question

Razer Blackshark v2 Pro 2023 does not get detected on Synapse 3.0

Wxzu2017
Userlevel 2

Recently I bought Razer Blackshark V2 Pro (2023) - White Edition but Synapse does not recognize it and I am unable to use 7.1 and other settings.

 

When I open Synapse, razer central shows me a new update like below.

 

 

But when I click update, it fails

 

 

Here is what I tried ;

Repair Synapse

Modify Synapse

Uninstall, Install Synapse 3.0 (Used clear re-installation guide - https://mysupport.razer.com/app/answers/detail/a_id/1708 )

Try to update from Razer central,

Add an exception to firewall,

Disabling firewall (I dont have any antivirus program)

Update Windows,

Run as an Administrator

Install DOT.net framework

Closing background razer programs

Removing devices from Device Manager (Including HID ones)

Installing previous Synapse versions 

Tried every USB slot in the PC, even Base Station V2’s USB slots also.

I also tried to download Cortex and install the Synapse from there.

 

But everything failed. Headphone works normally, there is no sound issue etc. but synapse does not detects it.

 

I hope you guys give me a solution for it.

 

Thanks in advance

34 Replies

FiszPL
Rank
Userlevel 7
Badge +1

Try clean reinstall with below steps:

  1. Uninstall Synapse
  2. Download & run this tool: https://rzr.to/Tf53xj to remove any razer drivers/leftovers
  3. Then restart your PC
  4. After reboot install Synapse again (as administrator).

Also check if you have Riot Vanguard anti-cheat software on your PC (it’s bundled with Valorant for eg.). If yes - then this might be the problem, after uninstalling this and restarting PC your headset should be available in synapse again.

Razer.Zionzedd
Userlevel 7

Hi @Wxzu2017,

 

Thanks for bring your concern to our attention. If the problem persists even after you perform clean installation of the Synapse app, please gather the Synapse logs by following the steps here and use Google Drive to share them with me through PM. I will kickstart a support ticket to help you escalate your concern to the relevant team for further diagnosis and advanced resolution. 

Wxzu2017
Userlevel 2

Try clean reinstall with below steps:

  1. Uninstall Synapse
  2. Download & run this tool: https://rzr.to/Tf53xj to remove any razer drivers/leftovers
  3. Then restart your PC
  4. After reboot install Synapse again (as administrator).

Also check if you have Riot Vanguard anti-cheat software on your PC (it’s bundled with Valorant for eg.). If yes - then this might be the problem, after uninstalling this and restarting PC your headset should be available in synapse again.

 

Firstly, thank you for your answer and time, but unfortunately it did not help and now I got another issue.

When I try to instaLl Synapse 3.0 I get an error. I shared an image below. 

 

 

I do not have any Riot software on my system.

 

Hi @Wxzu2017,

 

Thanks for bring your concern to our attention. If the problem persists even after you perform clean installation of the Synapse app, please gather the Synapse logs by following the steps here and use Google Drive to share them with me through PM. I will kickstart a support ticket to help you escalate your concern to the relevant team for further diagnosis and advanced resolution. 

 

Thank you for your answer. I will share the log files with you shortly. I get the files before trying to using FiszPL’s method.

 

Now I am unable to Synapse on my computer also :(

Wxzu2017
Userlevel 2

I managed to install synapse again through cortex → razer central

 

but my problem which I mentioned in my first post persist.

Wxzu2017
Userlevel 2

Since I did not get any reply from Zionzedd through PM, can any other Razer Support Member assist me  about the issue? 

 

I can share the logfiles if it helps. 

 

Or can anybody assist me about how to create a support ticket?

 

Razer.Zionzedd
Userlevel 7

Hi @Wxzu2017,

 

I already responded to your message asking further information so I can properly document your concern and escalate it to the relevant team. I also apologize for the late reply, I just returned from my day off and missed your message. Your cooperation and patience are greatly appreciated. 

V
Userlevel 1

have the same issue

V
Userlevel 1

The problem about razer synapse not installing is about the headset. first unplug your blackshark v2 pro. After delete the razer blackshark v2 pro from the device manager and you should be able to install.

 

V
Userlevel 1

however even after uninstalling and installing the synapse problem still remains about the software. That is what happened to me at least.

Wxzu2017
Userlevel 2

Its been 13 days since I created this topic and 9 days since my support ticket has been created but nothing.. not a single soul on razer team has a solution for it. I did not hear from the support team after I provided more details for the ticket. Probably they will reply as something like provide this provide that also. PS: they even wanted the proof of purchase for a synapse error. Probably this was my last purchase of a Razer product 
 

 

R

Hi everyone, I just bought blackshark v2 pro but I have the same problem. Did you guys find any solution for this issue?

W

Seems like there is no certain solution for this.

Wxzu2017
Userlevel 2

Hey,

 

I am still talking with them for 7 days. They are putting an effort to resolve it but most of the things they recommend is that the methods which I use already and mentioned in this topic.

 

I also mentioned them about you guys are facing the same issue.

 

I hope it can fixed somehow. I will update if they solve it.

V
Userlevel 1

I tried every method i could find but could not find a solution at all. I made a clean reinstallation and deactivated my antivirus program however The problem still remains. I hope razer comes up with a solution. I am having this issue for a long time.

BuckAhRue

Hey all, I don’t have a Razer headset, but I’ve been experiencing detection issues with my mouse & keyboard (actually 2 mice & 2 keyboards). The Synapse 3 modules such as Chroma Studio create some form of conflict. 

I wonder if you try to modify the Synapse 3 installation process by removing some of those associated modules (hell, any of them), and just install Synapse 3 with the bare minimum requirements… would your headset be detected? It’s worth a shot. Then later gradually install each individual module.

I’ve pissed away 5 weeks of my life doing the hokey pokey & turning myself blue in the face, over this ridiculous Synapse 3 program. I’ve also been in contact with Razer Tech Support via email, and I’ve experienced the same situation… *Spoiler Alert*… We are the tech support, or rather, non-paid beta testers at this point. 

The Jim Cornette of PC Tech
V
Userlevel 1

I honestly gave up trying a few days ago. I tried everything associated about fixing this program. None of them worked and I do not think that this is a common detection problem, because synapse can detect my razer viper mini without an issue. Further more, the update does not pop up until you plug in the headset.

W

Hey,

 

I am still talking with them for 7 days. They are putting an effort to resolve it but most of the things they recommend is that the methods which I use already and mentioned in this topic.

 

I also mentioned them about you guys are facing the same issue.

 

I hope it can fixed somehow. I will update if they solve it.

Hello friend. Is there any news about this issue? Actually I have returned the product but still curious about the solution.

Wxzu2017
Userlevel 2

Hey,

 

They sent a message 3 days ago

 

“We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue maybe isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating System.”

 

And their final solution is that formatting the PC. (Even though I already told them I tried with Windows 11 & freshly formatted Windows 10)

 

Time to say good bye.

W

Nonsense.
It's horrible that there are so many people all over the world having the same problem, that they still blame operating systems and don't doubt themselves. I did the right thing by returning the headset.
This will be the first and last razer device I've used and I'll be talking about it to anyone considering buying a razer.

R

Hey,

 

They sent a message 3 days ago

 

“We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue maybe isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating System.”

 

And their final solution is that formatting the PC. (Even though I already told them I tried with Windows 11 & freshly formatted Windows 10)

 

Time to say good bye.


This must probably be a joke, we 2 friends bought the headset at the same time, and 2 have the same problem. A solution offered by a company like Razer should not be to format your pc. I can't even use own software for that much money. I don't think this issue is caused by a software on my computer, because when I watched the videos on youtube, those who installed the old version were able to use the application without any problems. Maybe I don't know, is there a way to install the old version? If you can't fix the new one, at least share the old version that works properly.

ExosiaGaming

Hi, I have the same problem….
Impossible to detect my headset (the same headset as you) so impossible to have the Audio tab….
I have already tried uninstalling/reinstalling etc.
Nothing works.

EDIT:i finally succeed! It was painful tbh…

There is my steps:

(clean every install you did even in your appdata)

1 - Install synapse 3  (DON’T PLUG THE DONGLE! It’s very important!) => https://www.razer.com/fr-fr/synapse-3
2 -  Install THX Spatial Audio => https://www.razer.com/fr-fr/thx-spatial-audio
3 - Plug the dongle, it will propose you to update your software, then it will detect your headset.

i hope it will work for you….

E

Hi, I have the same problem….
Impossible to detect my headset (the same headset as you) so impossible to have the Audio tab….
I have already tried uninstalling/reinstalling etc.
Nothing works.

EDIT:i finally succeed! It was painful tbh…

There is my steps:

(clean every install you did even in your appdata)

1 - Install synapse 3  (DON’T PLUG THE DONGLE! It’s very important!) => https://www.razer.com/fr-fr/synapse-3
2 -  Install THX Spatial Audio => https://www.razer.com/fr-fr/thx-spatial-audio
3 - Plug the dongle, it will propose you to update your software, then it will detect your headset.

i hope it will work for you….

Hello, I have the same issue. I tried the method you share but it didn’t work. Can you be more specific? 

On the third stage plug the dongle. Then you successfully did the update? Did you turn off antivirus etc? 

Regards,

C

Hey Guys,

I bought the Blackshark V2 PRO (2023) yesterday.

Had the same problem.

But I found a quick solution.

Go to the BLackshark V2 PRO (2023) Firmware Updater

https://mysupport.razer.com/app/answers/detail/a_id/13081/

 

(download the firmware updater, the program does not care if you need an update for your headset or not. Just run the program)

 

While starting the program, synapse will close itself. 

Do the update (or not, if it says you are up to date)

close the updater and start synapse again.

 

It worked for me

 

Greetings

A

Hey Guys,

I bought the Blackshark V2 PRO (2023) yesterday.

Had the same problem.

But I found a quick solution.

Go to the BLackshark V2 PRO (2023) Firmware Updater

https://mysupport.razer.com/app/answers/detail/a_id/13081/

 

(download the firmware updater, the program does not care if you need an update for your headset or not. Just run the program)

 

While starting the program, synapse will close itself. 

Do the update (or not, if it says you are up to date)

close the updater and start synapse again.

 

It worked for me

 

Greetings

 

Can confirm the above helped solved my own issue with figuring out how to connect my V2.

I downloaded and updated my firmware with the latest version and restarted my computer upon prompt, opened Synapse - headphones weren’t there.

Launched the firmware updater again, Synapse closed, got an “you are up to date” message in the firmware updater, Synapse proceeded to relaunch with a new update, and the headphones were then connected to Synapse.

Thank you for the above recommendation.

S

Sadly I have to confirm:
I got the same issue with my brand new Blackshark V2 Pro 2023 and the descibed workaround did help (3rd attempt).
This is absolutely ridicolous (and I’m coming from Logitech G Hub!!!)
Seriously considering a return on this otherwise nice headset.

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