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
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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?
Userlevel 7
+1
You can try doing clean Synapse reinstall:
- Uninstall Synapse
- Download & run this tool: https://rzr.to/Tf53xj to remove any razer drivers/leftovers
- Then restart your PC
- After reboot install Synapse again (as administrator).
Userlevel 1
*possible fix* - it seems to have cured my dock pro from not being recognised by windows (for the moment at least)
you will need a spare keyboard and mouse…..
1.Update the dock firmware to the latest version, link to firmware site https://rzr.to/xt9ITA
2 unplug every razer product from PC (but resist temptation to put in bin)
3 completely remove all razer software from PC.
4. run the razer driver removal utility 3-4 times in succession as administrator (I found once just was not enough and it kept on removing OEM.inf files even on second or third passes), link to tool https://rzr.to/7c7Za
5 install latest razer software run installer as administrator
6 reboot PC, log in windows, sign into razer account, sync, shut down PC
7 whilst PC is of, plug in all razer peripherals.
8 turn on PC, 11 log into windows and go to razer software and “about”.
9 “check for updates”, razer should download update with all your products listed.
Userlevel 2
JuegosdelaTuberia
Every time I turn on the PC, it loads windows 11. I have to disconnect and connect the mouse dock pro, because it is not detected by synapse 3.
It’s and issue with windows 11 and Razer will not fix the issue. I had two docks and had the same problem. Razer does not have the solution nor will they fix it.
For some reason when windows loads I noticed something which I did not look at before in Device Manager I get this error:
Unknown USB Device (Device Descriptor Request Failed)
I told razer this in the support ticket and for 2 months nothing has been solved apart from offered a replacement.
Like i said above I purchased two docks from different suppliers and got the same issue. It looks like its either a driver issue or firmware issue.
I'll just chime in here as well to say that I'm having the exact same problem as OP just to bring more visibility to this issue. The problem seems to be with Razer's drivers or the firmware for the Mouse Dock Pro.
I'll also add that while my Mouse Dock Pro starts working after unplugging and replugging, the RGB lighting scheme will not update as the mouse battery percentage increases. It always retains the original color status as when I originally placed the mouse on the dock.
I'll also add that while my Mouse Dock Pro starts working after unplugging and replugging, the RGB lighting scheme will not update as the mouse battery percentage increases. It always retains the original color status as when I originally placed the mouse on the dock.
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?
i have the same problem with the Cobra Pro and the Dock Pro
My mouse dock pro and basilisk pro v3 doesnt connect when booting up windows 11. I have to unplug and plug in the mouse dock pro to recognize. Can someone confirm if this is due to riot’s vanguard program? I’m on vanguard version 1.14.6.11 which is well beyond the stated version 1.7.0.27 on razer’s website. Any advice on when this will be fixed?
Hello me the dock is not recognized by the application so impossible to manage the lights of the station I can just charge the mouse
I really tried everything
Looks like this has been going on for about a year. My device does the same thing. Not wanting to be detected device on boot for Windows 11.
Argh! This freakin’ firmware update broke my RGB LEDs again!
Now they no longer cycle through the colors as the mouse charges up. This is ridiculous.
I have the same problem. Should have bought Logitech….
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.
1Punch, can you confirm that your Mouse Dock Pro’s RGB LEDs no longer cycle up through the colors as your mouse charges (red > orange > yellow > green)?
I had this issue on my first unit that required a F/W update. My second unit was newer and didn’t require a F/W update so it worked properly in this regard straight out of the box. Now, that I’ve updated the F/W again, this problem is back.
my dock is not even work
i just got one a week ago
try to clean it new upload and everything i can ，it just never charge
Hey guys, on April 7th i reported to MSI about the malfuction of Dock Pro on MSI motherboard. After a few days of conversations，i have sent my Cobra Pro & Dock Pro to MSI for testing.
Then they encountered the same problem, but it was not obvious:
After they set up the platform,there has been a one-time occurrence where it could not be recognized, but it was detectable again after rebooting. Since then, whether turning the computer off and boot on again or rebooting, it can be recognized, which was different from my situation. At present they havent found a method to reproduce the issue immediately, but they are still working try to look out what happend on those devices.
I have collected and sent some motherboard model from this post, but they request more information like power supply ,OS version and Synapse version.If someone want share their info, please repo on this post.
im having the same issue im pulling my hair out !!!
Hey guys, on April 7th i reported to MSI about the malfuction of Dock Pro on MSI motherboard. After a few days of conversations，i have sent my Cobra Pro & Dock Pro to MSI for testing.
Then they encountered the same problem, but it was not obvious:
After they set up the platform,there has been a one-time occurrence where it could not be recognized, but it was detectable again after rebooting. Since then, whether turning the computer off and boot on again or rebooting, it can be recognized, which was different from my situation. At present they havent found a method to reproduce the issue immediately, but they are still working try to look out what happend on those devices.
I have collected and sent some motherboard model from this post, but they request more information like power supply ,OS version and Synapse version.If someone want share their info, please repo on this post.
I can provide modre data if necessary. Thanks for offering up your hardware to MSi.
Newer MSi motherbords seem to be the common thread here.
I had no issues using the mouse dock pro on an older MSi X99 motherboard running W10.
If it isn’t MSi USB drivers, then it’s a Razer f/w problem.
Hey guys, on April 7th i reported to MSI about the malfuction of Dock Pro on MSI motherboard. After a few days of conversations，i have sent my Cobra Pro & Dock Pro to MSI for testing.
Then they encountered the same problem, but it was not obvious:
After they set up the platform,there has been a one-time occurrence where it could not be recognized, but it was detectable again after rebooting. Since then, whether turning the computer off and boot on again or rebooting, it can be recognized, which was different from my situation. At present they havent found a method to reproduce the issue immediately, but they are still working try to look out what happend on those devices.
I have collected and sent some motherboard model from this post, but they request more information like power supply ,OS version and Synapse version.If someone want share their info, please repo on this post.
I can provide modre data if necessary. Thanks for offering up your hardware to MSi.
Newer MSi motherbords seem to be the common thread here.
I had no issues using the mouse dock pro on an older MSi X99 motherboard running W10.
If it isn’t MSi USB drivers, then it’s a Razer f/w problem.
All of motherboard make dock pro malfunction are intel 12th chipset or higher like b660 z690 z790.
When i boot on computer, of course mouse would not be recognized, but recently i notice somethings interesting: When i booting to bios , the brightness of the LED on dock will be much darker than normaly, seems like to its insufficient power supply(low voltage). Then wait 20 seconds or more, the brightness will become nomarly and mouse can recognized on bios in the same time. But it cant work when i booting to Windows.
I think maybe those circuits or boot logics of USB Powersupply are different between MSI 12th motherboard and other brands.
This worked for me with the previous gen mouse dock. Still not a real solution :/
https://mysupport.razer.com/app/answers/detail/a_id/353/~/my-razer-device-does-not-work-at-startup
Disabling Windows Fast Boot fixed the issue for me.
.
Userlevel 2
My mouse dock pro and basilisk pro v3 doesnt connect when booting up windows 11. I have to unplug and plug in the mouse dock pro to recognize. Can someone confirm if this is due to riot’s vanguard program? I’m on vanguard version 1.14.6.11 which is well beyond the stated version 1.7.0.27 on razer’s website. Any advice on when this will be fixed?
Hi, are you using MSI motherboard for devices?
I got same problem on MSI motherboard (Z690 Force) ,seems like that was a “feature” of MSI MB bios or hardware.
@NuggetsMT07 had post a solution and someone worked.
i just uninstalled vanguard and it started detecting for my mouse and razer dock. I’m pretty sure it is related to vanguard. but yes i do have MSI motherboard
I don't have vanguard, and i still get the issue.
Userlevel 1
*possible fix* - it seems to have cured my dock pro from not being recognised by windows (for the moment at least)
you will need a spare keyboard and mouse…..
1.Update the dock firmware to the latest version, link to firmware site https://rzr.to/xt9ITA
2 unplug every razer product from PC (but resist temptation to put in bin)
3 completely remove all razer software from PC.
4. run the razer driver removal utility 3-4 times in succession as administrator (I found once just was not enough and it kept on removing OEM.inf files even on second or third passes), link to tool https://rzr.to/7c7Za
5 install latest razer software run installer as administrator
6 reboot PC, log in windows, sign into razer account, sync, shut down PC
7 whilst PC is of, plug in all razer peripherals.
8 turn on PC, 11 log into windows and go to razer software and “about”.
9 “check for updates”, razer should download update with all your products listed.
Nope didn’t work, well it did the first few times and then it went back to the same behaviour as before.
Okay so I had this same issue after getting a new mother board and it is an MSI mother board. Its the MSI Z790 gaming board. I have had the issue where it does not recognize the dock when it first boots. What fixed it for me is enabling USB fast boot in the MSI center application. Hope this helps!
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?
I also have the problem that my mouse and dock don't change color when the battery level gets higher! Only when the PC is switched off does the color change display the battery level correctly? Does anyone know if a new installation of Razer Synapse can fix this error?
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