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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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 ?
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.
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!
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.
Userlevel 7
- Razer Support
- 7596 replies
-
21 March 2023
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.
Same Issues here… $300+ for this stuff man..
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!
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.
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.
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
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.
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
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.
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 !
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.
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
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.
Firmware v1.01.00_r1 V3 Pro
Firmware Updater v1.01.00_r2 Mouse Dock Pro
Yeah that's the updates that fixed it for me it's been great for the past 5 days
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...
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.
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.
yes mine does change colour when charging from red to green
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 will give this a go and report back if it fixes the issue
I know this doesnt help but ive got the same problem with the cobra pro on Windows 10.
Really annoying. Hope they will fix this.
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.
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
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