Razer Kraken V3 Hypersense razer firmware updater no device detected

Good day, sorry for my bad english. I bought razer kraken v3 hypersense 2 weeks ago, but my headset has crackles. I contacted the assistants and they downloaded an application for me to update the razer kraken v3 hypersense driver. It appears in applications such as synapse, it works in sound and microphone, but in this driver application it says I need to connect my headset, I tried all the usb ports on my computer, but this application does not see my headset,
windows update didn't work
can you help me?