Razer Naga V2 Pro Profile issues | Razer Insider
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Razer Naga V2 Pro Profile issues


Userlevel 1

Hello, I’ve been trying to find a solution for my Razer Naga V2 Pro but it’s getting to the point of me just spending hours and hours trying to fix it. I am unable to use/load any profiles besides my default profile while I have to restart razer synapse over and over again to even get the default one to work “properly”. It keeps getting stuck in an endless loading motion and nothing happens.I can’t even reset it with the “factory reset” option on the top right cogwheel since that option is also constantly stuck loading. My basilisk v3 works perfectly fine and swaps thte profiles within 1-2secs.

I’ve restarted my PC multiple times, unplugged, uninstalled synapse, restarted, uninstalled the mouse in device managers, updated the firmware and yada yada yada.

I actually start to believe the mouse is defect or does/did anyone else a similar issue. I need help :(

 

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Best answer by PastelBrownLARIMARhit297 2 April 2023, 11:24

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Userlevel 1

Just an update if this helps anyone - to be clear this issue isn’t fixed at all - I was able to load a profile onto onboard memory as long as it didn’t contain a macro. I still need the macro functionality in my use-case, but if this helps anyone in as well, figured I’d mention.

Some of these steps probably aren’t necessary, but this worked for me twice. Tried it with a profile containing macros, and it did not work.

 

  1. Create a button layout/profile, but don’t try saving to onboard memory yet. Just have one saved so it is in the pane on the right side of the mouse interface as an available profile (should show directly below your onboard profile slots)
  2. Go to the system tray and right click the Razer icon and close all apps.
  3. Restart computer
  4. Open Synapse
  5. Click the cog in the top right corner of Synapse, and do a reset on the Naga V2 Pro. With mine it did actually reset without the wheel continuously spinning.
  6. Immediately go to the Naga V2 Pro interface and drag and drop your profile created from earlier into one of the onboard memory slots.

So this worked for me twice in a row, and to be clear the profile I loaded only had keyboard function/key binds. The most complex thing in the profile I loaded was ctrl + c and ctrl + v.

If it helps someone, great! However again, this no fix at all. Razer still needs to address this issue.

ps I had the mouse plugged in via usb cable when I did this.

 

I am experiencing the exact same problems as you, and possibly a few others as well. Mouse will not save any profiles to onboard memory. Looses connection with Razer synapse all the time, meaning that i effectively loose those new button assignments and the mouse goes back to default behavior mapping buttons as 1234 etc. Fix is to restart computer or the razer synapse app. I am also not able to delete profiles in the Synapse app. Mouse has now been parked and i am back to using the old mouse. Quite disappointing when spending a lot of money on a new mouse. That said it has the potential to be a great mouse. But at this time it is not, at least not for me. Just out of curiosity. Do you have any other devices using the same 2.4 tech as the Razer?

 

Regards

Userlevel 1

My reference number is # 230216-002615. I have the same device and the same problem as these gentlemen, I have been talking with the support team for weeks and the last thing they told me is that they cannot reproduce the error. But 2 times I have formatted and installed windows 11 without programs in the background and the same error continues, it is not very difficult to reproduce if the exact same thing happens to all these gentlemen.

Userlevel 1

It’s really odd cause the support told me to use their testing account and before that, I updated the firmware of the mouse. Well, “updated” I had the newest version already but it did something I guess? I logged into the account and I saw a bunch of other ppls profiles, one of them was actually Genshiis lol. I could load them properly within a 1-2sec. Some of them already had macro assigned and those also worked with ease. So, I decided to make my own macro and boom… it’s stuck loading again and nothing works after that.

You're walking my path haha. When you have just reinstalled or are booting the pc, it seems to work for 1 or 2 changes, but it always ends up "stuck". 

Userlevel 1

@Razer.Speedcr0ss  At this point it makes sense to stop offering troubleshoots and just push it on to the dev team for deeper investigation. The first mentions of this problem are a year old. There is obviously a bug with the Razer Naga V2 Pro communicating with Synapse. Let me know where I can drop a DxDiag for the investigation.

Userlevel 1

Great, theres tons of people with the same issue but razer can’t reproduce it. They are telling me to factory reset windows and everything since they are too incompetent to find the issue XD never buying again from razer

 

Hello,

 

Thank you for waiting while we investigated your reported issue.

 

We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue maybe isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating System. 

 

Below are some additional steps that you may take to address your issue.

 

Please note that Razer is not liable for any data loss, data corruption, or any effects due to performing the steps below. It is recommended that you backup your device before proceeding. 

 

  1. Restore Windows to a previous restore point (before issue occurred)

  2. Start Windows in Safe Mode to isolate the issue

  3. Uninstall/Reinstall any programs that were recently installed

  4. Reset your PC (Your Data and Programs will be removed) back to factory settings

 

At this time, we will be closing your case. Should you need assistance in the future, please contact our support via https://support.razer.com/.

 
 

 

 

Userlevel 1

I am experiencing the exact same problems as you, and possibly a few others as well. Mouse will not save any profiles to onboard memory. Looses connection with Razer synapse all the time, meaning that i effectively loose those new button assignments and the mouse goes back to default behavior mapping buttons as 1234 etc. Fix is to restart computer or the razer synapse app. I am also not able to delete profiles in the Synapse app. Mouse has now been parked and i am back to using the old mouse. Quite disappointing when spending a lot of money on a new mouse. That said it has the potential to be a great mouse. But at this time it is not, at least not for me. Just out of curiosity. Do you have any other devices using the same 2.4 tech as the Razer?

 

Regards

It’s the first one I’ve bought that’s actually wireless etc but I was kinda scared of the price but I still like the mouse a lot. I bought it since I am into MMOS and the fact it has 6-12 extra buttons. I just can’t get it fixed and im in contact with their support. They replied to me within 18hours during a weekend. They gave me a bunch of options like reinstalling, deleting profiles(which I cant even do cuz its perma loading lol) and other stuff. They also asked me a long list of questions such as my drivers, versions of windows/cpu/gpu/synapse and whatever else but I just thought it was funny when I read “Do you have valorant installed?” I actually reinstalled the game about 2-3 weeks and had my hopes high up already. I decided to uninstall it, restarted and still the same issues. Wouldn’t have surprised me if their anticheap causes issues with razer but well, wrong.

 

Now I installed razer synapse + my mouse on my laptop and it kinda worked. I created a second profile, ezpz worked. I swapped profile with the button on the bottom side of the mouse, still worked. I made a small macro with the macro module and boom, nothing worked anymore….

 

I am still unsure what to do but I’ve sent 2 videos + explanations to the support person. So now, I gotta wait until they review everything I’ve sent them and hope for the best.

 
 

 

 

I’m getting the exact behaviour with my Razer Naga V2 Pro.  I’ve also noticed that the issue seems to involve dealing with any profile with a macro.  

 

I went through the whole support process; and in the end my logs were apparently submitted to the developers, and I should wait for a software update that may come some day.  I’m not even sure they can reproduce the problem. 

Userlevel 7

Hi guys, 

 

Thanks for reporting the issue here. If you already have an existing support ticket, can you PM me the case number so I can coordinate with the relevant team and ask for an update? Can you also PM me the Synapse version so I can check my resources and escalate your concern to the software team for us to investigate? Thanks again!

"We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue maybe isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating System."

Why all these manipulations with reinstallation, if the support service is not able to understand that on the newly installed Win11 from scratch and the latest patches from Microsoft + the latest version of Razer Synapse - allow the bug to manifest itself? These recommendations are equivalent to the recommendation "Have you tried turning it on and off?".

I don’t understand why dancing with tambourines to reinstall software and continuing advice when your clients answered that all these manipulations do not help them? If pure Win11 and the latest mouse driver for Razer Naga V2 Pro do not fully realize the purpose of this mouse.

It must be a shame when clients are left alone with their problem and are told day in and day out that they can't help them because they can't reproduce the problem many of us have. I think that such a significant company should not respond to its customers like that, but focus more diligently on finding a problem, maybe they are looking for it in the wrong place or change an employee, maybe another will find something that this one did not see.

Perhaps someone has the opportunity to try how the Razer Naga V2 Pro behaves on the fresh new Win10? Perhaps this operating system will not have such a problem.

Userlevel 1

I am also having the same exact issue on my Razer Naga V2 Pro that I just started to set up yesterday. 
 

I’m currently trying to program some buttons but I’m getting the continuous spinning loading wheel as described in other posts. I’m seeing this issue both when trying to add a profile with no macros, and profiles with macro functions.


I also have a Razer Naga Trinity and it is working just fine swapping profiles, including profiles with macros. This is using the same pc and synapse version.

 

 

Userlevel 1

Exactly the same issue. No macros in the profile. Synapse is unable to load the mouse and settings. It is detected though. If you pull out the dongle the loading mouse will disappear, if you put the dongle back in it will come back.

 

Just wanted to update everyone, after a full reinstall including the deep clean tool from support. Also factory reset the mouse several times, the problem persists. No profiles with macros save to the mouse. No changes to its settings save unless changing the synapse tabs back and forth. Automatic application profiles swapping is very unreliable and synapse often will lose the ability to communicate with the mouse at all (mouse will be unselectable on the hardware page or from the quick access on the taskbar, also mouse RGB resets to default ), requiring synapse to be restarted. As always my Death Adder Pro V2 still works perfectly fine, profiles with macros save and switching works flawlessly. This reminds me of when I had to return my analog huntsman, since it was plagued with keys digitally sticking, the forums and reddit were full of reports but the engineers could never “replicate it”. It's time to do away with synapse and move to a light html5 based interface that does not run in the background like wooting does with their keyboards. I'm so tired of getting burned every time I try razer products again.

Userlevel 1

I have a Razer Naga Pro. Not a V2. Having the same problem. And I definitely didn't have this problem before. Must be a software issue.

 

If I close all apps bottom right and open up Synapse again it works for a while. O can select another profile but later it will be stuck on loading again. The selected profile still works though. That's my workaround currently.

The problem with the Razer Naga V2 Pro is that as soon as the user changes something in the button assignment (these are not even macros, but just a button change), Razer Synapse tries to save it to the hybrid memory (the icon as in the screenshot above) spins indefinitely until the radio link fails (Razer HyperSpeed (2.4 GHz) or MOUSE DOCK PRO) or the user does not restart Razer Synapse. Connecting by wire does not solve the problem.

No guys, this is a massive problem. I exchanged a mouse in the store, I received a completely new one and it has exactly the same problem as described above. And everything possible has been tried! Resetting to factory settings, creating a new profile, dancing with services, up to reinstalling a clean win11 system and immediately installing Razer Synapse - nothing helped.

I want to tell you an interesting fact:
I have a Razer Naga Pro (V1) and in the same Razer Synapse it works fine with profiles. I have a Razer Huntsman v2 Analog keyboard and it works great with profiles. It cannot be that one device is working correctly while the other cannot save the profile to internal memory, so this cannot be related to the Razer Synapse software.

But as soon as it comes to the Razer Naga V2 Pro, a problem arises. USB ports have nothing to do with this, I switched between them and therefore the problem is not with Razer Synapse, but rather with the firmware of the Razer Naga V2 Pro itself. The fact that the developers cannot recreate the problem described by many people is at least strange, since apparently they use old PCs without USB 3.2 gen 2. I can advise them to put a clean win11 system on a new PC, install all the latest win11 updates, install Razer Synapse.

I hope they will update the firmware, since this problem seems to be widespread and it is very bad that they cannot recreate this bug on their stand.

The fact that not all users are dealing with a problem similar to ours can talk about one more thing, few people are updated to the latest firmware version (1.01.00), perhaps those who have not updated from 1.00.14 do not have such a problem, but these are just my guesses, there is no firmware anywhere and there is no downgrade to make it possible to check.

Hope it helped.

This was resolved by a software update; you'll probably be best off to start a new thread for your issue.

Two months have passed, but Razer's support staff still hasn't fixed the configuration loading problem, and the problem is even worse. Initially, macros alone could not be saved to onboard memory, and now all configurations cannot be saved to onboard memory.
I was very disappointed with this, but apparently I couldn't leave this disabled mouse alone, so I figured out a workaround that only allows you to have an onboard memory configuration, but it's better than nothing.
First quit all your Razer programs and then restart your PC. After the computer restarts, immediately open Synapse 3 and reset your mouse in the settings. (Reset sometimes spins in circles, at which point you need to quit all Razer programs and restart your computer again, then try to reset your mouse again until it does not spin in circles but resets)
After the reset is complete, open the settings panel, there will be a white initial mixed onboard memory configuration, please make changes based on this, do not try to drag the configured configuration file into the onboard memory, this will not have any effect, but will make you lose your previous efforts!!! You will have to repeat the steps to reset the mouse. Don't change the configuration name, just select the button you need to modify to modify. Please do not try to add macros, any action to add macros will result in no saving, and you will have to repeat the steps to reset the mouse. After all modifications are completed, please quit all Razer programs, and then disable Razer programs from booting automatically. This concludes the mitigation and you have a barely usable onboard memory configuration.

"We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue maybe isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating System."

Why all these manipulations with reinstallation, if the support service is not able to understand that on the newly installed Win11 from scratch and the latest patches from Microsoft + the latest version of Razer Synapse - allow the bug to manifest itself? These recommendations are equivalent to the recommendation "Have you tried turning it on and off?".

I don’t understand why dancing with tambourines to reinstall software and continuing advice when your clients answered that all these manipulations do not help them? If pure Win11 and the latest mouse driver for Razer Naga V2 Pro do not fully realize the purpose of this mouse.

It must be a shame when clients are left alone with their problem and are told day in and day out that they can't help them because they can't reproduce the problem many of us have. I think that such a significant company should not respond to its customers like that, but focus more diligently on finding a problem, maybe they are looking for it in the wrong place or change an employee, maybe another will find something that this one did not see.

Perhaps someone has the opportunity to try how the Razer Naga V2 Pro behaves on the fresh new Win10? Perhaps this operating system will not have such a problem.

Unfortunately, I'm using Win10 now, but the problem persists.

Userlevel 7

I am experiencing the exact same problems as you, and possibly a few others as well. Mouse will not save any profiles to onboard memory. Looses connection with Razer synapse all the time, meaning that i effectively loose those new button assignments and the mouse goes back to default behavior mapping buttons as 1234 etc. Fix is to restart computer or the razer synapse app. I am also not able to delete profiles in the Synapse app. Mouse has now been parked and i am back to using the old mouse. Quite disappointing when spending a lot of money on a new mouse. That said it has the potential to be a great mouse. But at this time it is not, at least not for me. Just out of curiosity. Do you have any other devices using the same 2.4 tech as the Razer?

 

Regards

It’s the first one I’ve bought that’s actually wireless etc but I was kinda scared of the price but I still like the mouse a lot. I bought it since I am into MMOS and the fact it has 6-12 extra buttons. I just can’t get it fixed and im in contact with their support. They replied to me within 18hours during a weekend. They gave me a bunch of options like reinstalling, deleting profiles(which I cant even do cuz its perma loading lol) and other stuff. They also asked me a long list of questions such as my drivers, versions of windows/cpu/gpu/synapse and whatever else but I just thought it was funny when I read “Do you have valorant installed?” I actually reinstalled the game about 2-3 weeks and had my hopes high up already. I decided to uninstall it, restarted and still the same issues. Wouldn’t have surprised me if their anticheap causes issues with razer but well, wrong.

 

Now I installed razer synapse + my mouse on my laptop and it kinda worked. I created a second profile, ezpz worked. I swapped profile with the button on the bottom side of the mouse, still worked. I made a small macro with the macro module and boom, nothing worked anymore….

 

I am still unsure what to do but I’ve sent 2 videos + explanations to the support person. So now, I gotta wait until they review everything I’ve sent them and hope for the best.

 
 

 

 

Hey PastelBrownLARIMARhit297Sorry to hear about your ongoing Synapse-related concern. Please gather your PC’s MSinfo and Synapse 3.0 logs. Save them to any online drive account, then paste the shareable ink in your PM. Also, you can remove all Razer-related files using the Razer Driver Clean-up Tool. Once done, please restart your computer, reinstall the Razer Synapse 3.0, and install all available updates. Thanks for your cooperation.

Userlevel 1

I am experiencing the exact same problems as you, and possibly a few others as well. Mouse will not save any profiles to onboard memory. Looses connection with Razer synapse all the time, meaning that i effectively loose those new button assignments and the mouse goes back to default behavior mapping buttons as 1234 etc. Fix is to restart computer or the razer synapse app. I am also not able to delete profiles in the Synapse app. Mouse has now been parked and i am back to using the old mouse. Quite disappointing when spending a lot of money on a new mouse. That said it has the potential to be a great mouse. But at this time it is not, at least not for me. Just out of curiosity. Do you have any other devices using the same 2.4 tech as the Razer?

 

Regards

It’s the first one I’ve bought that’s actually wireless etc but I was kinda scared of the price but I still like the mouse a lot. I bought it since I am into MMOS and the fact it has 6-12 extra buttons. I just can’t get it fixed and im in contact with their support. They replied to me within 18hours during a weekend. They gave me a bunch of options like reinstalling, deleting profiles(which I cant even do cuz its perma loading lol) and other stuff. They also asked me a long list of questions such as my drivers, versions of windows/cpu/gpu/synapse and whatever else but I just thought it was funny when I read “Do you have valorant installed?” I actually reinstalled the game about 2-3 weeks and had my hopes high up already. I decided to uninstall it, restarted and still the same issues. Wouldn’t have surprised me if their anticheap causes issues with razer but well, wrong.

 

Now I installed razer synapse + my mouse on my laptop and it kinda worked. I created a second profile, ezpz worked. I swapped profile with the button on the bottom side of the mouse, still worked. I made a small macro with the macro module and boom, nothing worked anymore….

 

I am still unsure what to do but I’ve sent 2 videos + explanations to the support person. So now, I gotta wait until they review everything I’ve sent them and hope for the best.

 
 

 

 

Hey PastelBrownLARIMARhit297Sorry to hear about your ongoing Synapse-related concern. Please gather your PC’s MSinfo and Synapse 3.0 logs. Save them to any online drive account, then paste the shareable ink in your PM. Also, you can remove all Razer-related files using the Razer Driver Clean-up Tool. Once done, please restart your computer, reinstall the Razer Synapse 3.0, and install all available updates. Thanks for your cooperation.

I went ahead and tried the uninstall and driver cleanup on my side, restarted pc, reinstalled synapse, did the updates - still no luck with doing this. Naga V2 Pro will not add profiles with or without macros in my case.

Userlevel 1

It's the last time I buy something from Razer, I'm going to unfollow all your socials and I'm going to ignore you like you ignore all your customers who have spent $200 in your company.

PS: assume that I am going to speak very badly of your company in all the opportunities that arise.

Userlevel 1

Okay that’s really good to know because I was almost wondering if I should be returning the V2 for a V1. But if V1 not working either, that’s really good to know and agree that it would seem to be a software issue. I know my corded Naha Trinity is still working fine though.

wonder next then if it’s related to all wireless mice or just the Naga Pros

Last reply I’ve gotten was a few days ago and the support told me, I am supposed to wait until they update the software/ give me an update on the whole case. I sent them many logs so now, we can only hope for them to try to fix the issue with their next synapse version but… well, this has been an issue for many users for over a year already. I am patient but I might just return the mouse as I bought it mid january 2023. Buying a mouse for 200 euro and the main feature doesn’t even work lol...

Yep, I just returned mine. Weeks of troubleshooting and no effective resolution. Hope they fix it some day. 

I have a Razer Naga Pro. Not a V2. Having the same problem. And I definitely didn't have this problem before. Must be a software issue.

If I close all apps bottom right and open up Synapse again it works for a while. O can select another profile but later it will be stuck on loading again. The selected profile still works though. That's my workaround currently.

I’ve also got a “v1” and a v2 - my v1 is working great, in the same setup where my V2 is borked.  Your problem might be something else?

Naga V2 Hyperspeed, same issue. I’m not even seeing the on-board profile icon in Synapse any more.

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