Razer Mouse Pro Dock with Basilisk v3 Pro Windows Boot Issue | Razer Insider

Razer Mouse Pro Dock with Basilisk v3 Pro Windows Boot Issue

  • 19 December 2022
  • 74 replies
  • 4264 views
1PUNCHM4N
Userlevel 2
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?

74 Replies

FiszPL
Rank
Userlevel 7
Badge +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).
1PUNCHM4N
Userlevel 2
FiszPL
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).

I have tried a lot of things. I have a support ticket (*Omitted for security purpose only) I have updated the firmware on both the mouse and dock. Also, I have updated Synapse and I have tried repairing the software and done a clean install by following your video on the website by deleting the folders and hidden folders and with the tool. Its seems to either be a windows 11 issue or the dock. the dock does not get picked up on boot. I have to unplug and plug it in every time I want to use my PC

JuegosdelaTuberia
1PUNCHM4N
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?

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.
1PUNCHM4N
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.
1 Attachment
dsocohen
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.
B

Is there any news yet? I have the same problem that under Win11 the Mouse Dock pro is not recognized when booting up. Only by unplugging and plugging in the dock is it recognized and the mouse works.

Razer.Speedcr0ss
Userlevel 7

Hi 1PUNCHM4N! Sorry to hear that you ended up returning the device to your reseller. However, feel free to send me a PM or our Support Team should you need additional assistance once you get the second dock.

 

Hey JuegosdelaTuberia, dsocohen, and Bones30111978. Have you submitted a case already? If you haven’t, please send me a ping, including your MSinfo, Synapse 3.0 logs, and the device’s serial number so I can initiate a case on your behalf and help the team’s investigation. Thank you for your joint interest in fixing the issue.

 

X

Hi everyone, 

havin the same Issues as everyone here. On Boot up the Mouse dock pro wont be recognized. Unplugging and plugging it back on does the trich but just for that time. The Dock doesnt charge my Basilisk v3 pro when the pc is turned off. there seems to be an issue with th driver not recognized properly. I also have updated the firmware both on the dock and the mouse but still no change.

 

MightyBerty

im having the same issue im pulling my hair out !!!

U

Same Issues here… $300+ for this stuff man..

MightyBerty

I managed to get this fixed 

I went onto the live chat service razer has 

They made me download 2 programmes that check the firmware of the mouse and dock turns out their is a update for both of them 

So I updated both of them 

The problem hasent been back since :D 

B

The last update for V3 Pro was on the 25th. October and for the Mouse Dock Pro on the 8th November. I still have the problem almost every day! 

MightyBerty

The last update for V3 Pro was on the 25th. October and for the Mouse Dock Pro on the 8th November. I still have the problem almost every day! 

Is the update something like 1.0100 something like that ? 

B

Firmware v1.01.00_r1 V3 Pro

 

Firmware Updater v1.01.00_r2 Mouse Dock Pro

MightyBerty

Yeah that's the updates that fixed it for me it's been great for the past 5 days

B

Glad to read. I have both updates on it and yet I constantly have to disconnect the cable from the dock and plug it in again for the mouse to work...

MightyBerty

I believe I have found the problem 

I commented on here saying the latest update fixed it for me 

But after 2 and a half weeks of pure bliss it started happening again 

I Uninstalled synapse I didint reinstall It I just completley got rid of it and ever since then it's been working perfectly 

Ive been using a rgb program to put the rgb on the dock and mouse and the dpi setting is saved to the mouse 

Happy days ! 

B

Strangely enough, it has been working for me for over two weeks now without having to remove the dock and the mouse is always there immediately when starting up. Let's see how long it stays that way? But what still bothers me extremely is that the red light on the dock is on 24/7 even when the PC is off.

Gr--m

Hey all,

Same Issue as well. I have noticed there are times where the computer finds the mouse if it stays on the dock or doesn’t move from a cold boot. Not every time but more often than not it does.. I have no idea why.

I thought the issue might be with the USB C cable initially; replaced it and no change. Tried every port on an MSI motherboard, no change. Updated the dock and mouse firmware via the website, no change. Uninstalled and reinstalled Synapse. Reset the mouse and dock. Unpaired and re-paired mouse and dock. Messed with UEFI and disabled/enabled Thunderbolt, USB legacy mode. Disabled power saving mode in the USB hubs under device manager. I mode so many changes I eventually just reinstalled Windows 11 Pro retail. No change..

I’ve been checking the firmware page and updates in Synapse daily to no avail. 

I love the mouse in spite of the Mouse Dock Pro connection quirks and no 4k polling while wired. Not super awesome though given the price of both the mouse and the dock.. I have mice that cost as much as the dock itself!

D

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?

MightyBerty

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

D

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.

MightyBerty

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 

L

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 

N
Userlevel 1

I have the same issue.

MSI Z790 Ace motherboard

 

I have tried the full uninstall, reinstall also using the razer driver cleaner tool

I have updated firmware (mouse dock, mouse and motherboard)

all drivers updated

different usb ports tried

disabled power saving

but I have the same non-detection issue for about 50-70% of the time the mouse dock does not recognise when logging into windows.

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