I recently purchased the Razer Basilisk v3 Pro and the Mouse Dock Pro. I'm having issues with the dock when booting into Windows the dock stops working my mouse is not detected even if I turn off the mouse and on again.
The only way I can make the dock work is to unplug the dock and plug it back in. I have to do this every time I boot my PC.
I also get the issue when my PC goes to sleep. When waking the PC I get the same problem.
I have updated the firmware of the mouse and dock. But, this has no effect. I have also repaired Synapse and have done a clean install.
Does anyone else have this issue on Windows 11?
Razer Mouse Pro Dock with Basilisk v3 Pro Windows Boot Issue
Userlevel 2
Page 2 / 4
Userlevel 2
Has anyone tried to disable legacy USB support and XHCI hand off in their bios and see if this changes the mouse dock behaviour? This might be MSI specific? I’m giving it a go seeing as Razer support are just asking benign questions and I have tried everything else I can think of.
USB Issues with some MSI motherboards and some USB card readers – Punch Technology Help Centre
Yes and it has worked for me. I also enabled the MSI fast startup.
So I did this as well, but the final thing I did that has seemed to fix the problem. The Dock would show in device manager but the mouse would so up as HID complaint mouse located on The Razer Dock pro. So I used the device manager to manually install the mouse’s driver onto that HID Mouse, and it seems to working fine now. It stays on to charge when the computer is off, and is recognized when it boots up. Maybe synapse isn't applying drivers properly to wireless devices located on the dock?
which drivers did you use to manually install them? also where can i find them?
In device manager right click the HID mouse that says in its properties that it is located on the Razer Dock (assuming there is one for you). Choose to install drivers. Select to install from drivers on your computer. Unselect the compatible check box. Razer should then show up as a manufacturer. Select them , your mouse driver should then also appear. Hope this helps.
I tired it. but now my razer basilisk and mouse dock pro dont show up in synapse. I had to uninstall everything including the drivers to get it to show up on synapse again.
Why are the device PID’s changing?
Userlevel 1
I have the same issue with the Dock and Basilisk V3 Pro. It has nothing to the with the mouse, it appears that the dock gets into a bad state and fails to enumerate correctly as a functional USB device.
Found this is the driver event log:
Device settings for HID\VID_1532&PID_00A4&MI_00\8&22f4e910&0&0000 were not migrated from previous OS installation due to partial or ambiguous device match.
Last Device Instance Id: HID\VID_1532&PID_0064&MI_00\8&1d6a8d2&0&0000
Class Guid: {4d36e96f-e325-11ce-bfc1-08002be10318}
Location Path:
Migration Rank: 0xF000E000FFFFF100
Present: false
Status: 0xC0000451
how/where can we locate the driver event log to see if we have similar entries?
Userlevel 2
I don’t think razer will fix this issue for MSI motherboards
but they have released a new firmware update yesterday. Still having the same issue.
Same issue. Windows 11, everything is updated, just going return the dock. Tried everything. Its intermittent but happens often enough. Once I unplug the cable from the dock and plug it back up. Everything's fine. Annoying experience.
This is squarely a Razer issue that they MUST fix. There are too many instances of people having the same problems to simply chalk this up to defective hardware. I’m now on my second Mouse Dock Pro and am still having this issue 50% of the time.
HELLO RAZER….please provide a firmware update to fix this behavior! The only firmware available for the Mouse Dock Pro is the initial release from November 2022 and it hasn’t been updated since!
For those that might be interested in my system specs, I’m running W11 on an MSi Z790 Ace with an i9-13900k and 32 GB of Corsair Dominator Platinum.
I updated my firmware as well, but I saw nothing in the firmware release that references this problem. I don’t expect that this will fix the issue. I’ll keep you all posted.
here a person wrote about enabling msi fast boot in bios, it helped me
Userlevel 1
Has anyone tried to disable legacy USB support and XHCI hand off in their bios and see if this changes the mouse dock behaviour? This might be MSI specific? I’m giving it a go seeing as Razer support are just asking benign questions and I have tried everything else I can think of.
USB Issues with some MSI motherboards and some USB card readers – Punch Technology Help Centre
here a person wrote about enabling msi fast boot in bios, it helped me
Yes, that's right, I wrote. Then I removed it, it doesn’t help 100%. I found out that I still need to turn off two parameters ( Legacy USB Support setting- Disabled, XHCI Hand-off to Disabled) and continue testing.
Thank you for reminding. I updated the firmware, but haven't had time to check it yet. So far the combination works stably for me - MSI FastBoot On + Legacy USB Support setting- Disabled, XHCI Hand-off to Disabled
Hello friends !
I'm also using Mouse Dock Pro and Razer Cobra Pro and have the same problem.
- When restarting the computer, most devices do not recognize the device and have to unplug the USB cable and then plug it back in to work. I also use an MSI motherboard (PRO B660M). I tried everything like uninstalling and reinstalling everything as instructed above, changing MSI's BIOS... but nothing worked. I'm really disappointed with this expensive product set from Razer :(
Thank you, hopefully there will be a solution for me!
hello, I have the same problem !
Userlevel 1
hi, i had the same problem, and now i found out that the problem doesn't exist anymore if you deactivate the fast start function of windows. you can deactivate it in the power options. i only found this out by accident, because i had a problem with my nvidia driver, so i turned off the option.
Thanks Dude, I shall give this a try, the fast start option was checked so I have disabled it and see if it makes a difference.
Razer support are clueless, unable to help.
my setup Razer Mouse Pro Dock + NagaV2Pro
need to fix the Razer Mouse Pro Dock, this problem is only on motherboards MSI
50/50 may not be detected when turned on
tested MAG B760M MORTAR MAX WIFI + intel 13700 processor on different motherboards (ASRock, Giga all OK)
Dear Razer employees, are you planning to solve this problem on MSI motherboards?
ps even in BIOS it does not work when turned on or rebooting
Userlevel 1
hi, i had the same problem, and now i found out that the problem doesn't exist anymore if you deactivate the fast start function of windows. you can deactivate it in the power options. i only found this out by accident, because i had a problem with my nvidia driver, so i turned off the option.
Thanks Dude, I shall give this a try, the fast start option was checked so I have disabled it and see if it makes a difference.
Razer support are clueless, unable to help.
This didn’t work for me.
I have this issue as well. Created a ticket so far. The Razer Support is asking strange things and it looks like they have no idea too and are just trying to temporize me with strange requests like I have to make a video of the problem or provide the phone number in another format etc.
Any ideas how this problem can be solved?
I have this issue as well. Created a ticket so far. The Razer Support is asking strange things and it looks like they have no idea too and are just trying to temporize me with strange requests like I have to make a video of the problem or provide the phone number in another format etc.
Any ideas how this problem can be solved?
HAve you tried uninstalling synapse
That was the problem for me once synapse was gone it worked perfectly
Userlevel 2
here a person wrote about enabling msi fast boot in bios, it helped me
I have tired the MSI Fast Boot and still have the issue.
Getting the same problem here, gone through all of the usual stuff uninstalling/reinstalling synapse + drivers etc. Still no luck. I don’t have Vanguard installed but I do have an MSI Z790 Carbon WIFI motherboard. Any ideas? £200+ for these components (Basilisk V3 Pro + Mouse Dock Pro) just seems kinda lame that they get let down by software
I recently purchased the Razer Basilisk v3 Pro and the Mouse Dock Pro. I'm having issues with the dock when booting into Windows the dock stops working my mouse is not detected even if I turn off the mouse and on again.
The only way I can make the dock work is to unplug the dock and plug it back in. I have to do this every time I boot my PC.
I also get the issue when my PC goes to sleep. When waking the PC I get the same problem.
I have updated the firmware of the mouse and dock. But, this has no effect. I have also repaired Synapse and have done a clean install.
Does anyone else have this issue on Windows 11?
Hey guys ! I spontaneously discovered this so I could temporarily fix this error. That's when we start the computer, we often move the mouse and click to make the mouse light up. I've been doing that for the past few days and when the computer has finished booting, the mouse is immediately recognized. Although it is not something that can replace the need for Razer to fix errors, I hope it is useful for us users!
I have this issue as well. Created a ticket so far. The Razer Support is asking strange things and it looks like they have no idea too and are just trying to temporize me with strange requests like I have to make a video of the problem or provide the phone number in another format etc.
Any ideas how this problem can be solved?
HAve you tried uninstalling synapse
That was the problem for me once synapse was gone it worked perfectly
I dont know, if this solution is reasonable, because the Razer Mouse Dock Pro could lose the settings. The main reason why I’ve decided to buy this Razer product, was its key feature to set up the polling rate to 4000 Hz.
I recently purchased the Razer Basilisk v3 Pro and the Mouse Dock Pro. I'm having issues with the dock when booting into Windows the dock stops working my mouse is not detected even if I turn off the mouse and on again.
The only way I can make the dock work is to unplug the dock and plug it back in. I have to do this every time I boot my PC.
I also get the issue when my PC goes to sleep. When waking the PC I get the same problem.
I have updated the firmware of the mouse and dock. But, this has no effect. I have also repaired Synapse and have done a clean install.
Does anyone else have this issue on Windows 11?
Hey guys ! I spontaneously discovered this so I could temporarily fix this error. That's when we start the computer, we often move the mouse and click to make the mouse light up. I've been doing that for the past few days and when the computer has finished booting, the mouse is immediately recognized. Although it is not something that can replace the need for Razer to fix errors, I hope it is useful for us users!
This method does not consistently work. As a result, it’s not a solution for this problem.
The Mouse Dock Pro can fail to be recognized by the motherboard whether the mouse is awake or asleep.
I have this issue as well. Created a ticket so far. The Razer Support is asking strange things and it looks like they have no idea too and are just trying to temporize me with strange requests like I have to make a video of the problem or provide the phone number in another format etc.
Any ideas how this problem can be solved?
HAve you tried uninstalling synapse
That was the problem for me once synapse was gone it worked perfectly
I dont know, if this solution is reasonable, because the Razer Mouse Dock Pro could lose the settings. The main reason why I’ve decided to buy this Razer product, was its key feature to set up the polling rate to 4000 Hz.
The settings save to the mouse and then use a different program like signalRGB to change the rgb on the mouse
Hi all, I have the same problem with the Razer Mouse Dock Pro when booting into Windows 11 the dock stops working my mouse is not detected even if I turn off the mouse and on again. I have to unplug the dock and plug it back in.
I did not expect issues like this on so pricy device. I hope that Razer updates the firmware as soon as possible to solve this issue. I was a fan of Razer but this not solving problems disappointed me a lot.
I recently purchased the Razer Basilisk v3 Pro and the Mouse Dock Pro. I'm having issues with the dock when booting into Windows the dock stops working my mouse is not detected even if I turn off the mouse and on again.
The only way I can make the dock work is to unplug the dock and plug it back in. I have to do this every time I boot my PC.
I also get the issue when my PC goes to sleep. When waking the PC I get the same problem.
I have updated the firmware of the mouse and dock. But, this has no effect. I have also repaired Synapse and have done a clean install.
Does anyone else have this issue on Windows 11?
Hey guys ! I spontaneously discovered this so I could temporarily fix this error. That's when we start the computer, we often move the mouse and click to make the mouse light up. I've been doing that for the past few days and when the computer has finished booting, the mouse is immediately recognized. Although it is not something that can replace the need for Razer to fix errors, I hope it is useful for us users!
This method does not consistently work. As a result, it’s not a solution for this problem.
The Mouse Dock Pro can fail to be recognized by the motherboard whether the mouse is awake or asleep.
I guess so too, but that's also a better solution than 100% having to unplug it. It was a bad experience!
Page 2 / 4
Reply
Sign up
Already have an account? Login
Log in with Razer ID to create new threads and earn badges.
LOG INEnter your E-mail address. We'll send you an e-mail with instructions to reset your password.