Dear Razer Support Team,
I hope you are doing well. I would really appreciate your support with a hardware issue I am having.
My Razer Core X Chroma has stopped being recognised over Thunderbolt, although it still provides power. It previously worked without issues with my Dell XPS 13 (9305) and an NVIDIA GPU installed.
The original Thunderbolt 3 cable was knocked and appeared to be damaged, so I replaced it with a new Razer Thunderbolt 4 cable (0.8 m) https://www.amazon.co.uk/dp/B09TGBF6DK?ref=ppx_yo2ov_dt_b_fed_asin_title&th=1
The new cable works for charging, but the enclosure is no longer detected as a Thunderbolt device.
Product details:
Model: Razer Core X Chroma
Region: United Kingdom
Current behaviour:
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Core X Chroma powers on, and the internal fan spins.
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The laptop charges via the enclosure.
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No RGB lighting (this was disabled previously in Synapse).
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Thunderbolt Control Centre in Windows 11 shows no attached Thunderbolt devices on either port.
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No Thunderbolt device pop-up or connection sound when plugging in the enclosure.
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The behaviour is identical on both laptop Thunderbolt ports.
Important note:
I tested the laptop with a Dell Thunderbolt dock, and everything works normally. This confirms that both laptop Thunderbolt ports are functioning correctly, so the issue is isolated to the enclosure.
Request:
- Could you please let me know whether or not the cable I purchased from you is correct for replacing the cable on the Razer Chroma X? If it was not the right replacement cable, could you please point me towards the right one?
- If the dock should be working with this cable, could you please supply me with some options for repair or replacement of the Thunderbolt board (or a full RMA) in the UK, including any estimated cost if the unit is out of warranty?
Spencer