Razer Tartarus V2 controller D-pad sticking / glitch
Userlevel 1
so while using the Tartarus V2, the d pad sticks and you keep moving in one direction till u press the same direction again. I know a lot of people have this problem while looking through the forums and the one solution is to delete razer synaps. but unfortunately I use a lot of razer products and that's the best way to match and customize RGB. so its either I deal with that annoying glitch and have cool colors and effects. or i delete synaps and don't deal with that glitch but now half my RGB features are useless. I was hoping to bring this back to the attention of the developers to see if u can make a small patch for synaps so the people who use the Tartarus can enjoy there gaming and RGB lights at the same time. Please and thank you.
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Seegeth
I don't have any module and unfortunately the problem persists.
In addition, the whole situation is strange in that some solutions helped even for a week or two, and then suddenly the problem returns.
It may be just coincidence. The issue seems pretty random. It may just have taken a while to happen again regardless of the changes you may have made.
Userlevel 7
- Razer Support
- 7596 replies
-
12 January 2021
Seegeth
What i did step by step:
1. a. Run System File Checker (full manual in older post).
2. Restart computer.
3. Start testing (the problem reappeared several times within an hour).
4. b. Replicate the issue by creating another local Windows user account (full manual in older post).
5. I created new local account, and logged in to it. Then i started Synpase 3 a login on my Razer account.
6. Start testing. (no issue).
7. I logged in to my administrator account and converted it from an online Microsoft account to a local account.
8. Start testing (no issue).
9. I deleted new test local account.
10. Start testing (still no issue).
That's all i did.
Maybe someone try to create a new local account and test.
I will continue to test.
Good work Seegeth! Thanks for sharing this. I'll show this to our team.
Hey everyone! Please check if the steps above worked for your computer/setup too.
Seegeth
What i did step by step:
1. a. Run System File Checker (full manual in older post).
2. Restart computer.
3. Start testing (the problem reappeared several times within an hour).
4. b. Replicate the issue by creating another local Windows user account (full manual in older post).
5. I created new local account, and logged in to it. Then i started Synpase 3 a login on my Razer account.
6. Start testing. (no issue).
7. I logged in to my administrator account and converted it from an online Microsoft account to a local account.
8. Start testing (no issue).
9. I deleted new test local account.
10. Start testing (still no issue).
That's all i did.
Maybe someone try to create a new local account and test.
I will continue to test.
Please make a video of what to do and how to do it
I'm so glad to hear that the 'Windows user account' thing still seems to be working for almost a week now -- that's awesome, @Seegeth ! :cool_:
I'd like to give it a try, and I think I should be able to fumble my way through recalling how to do Step #4 -- creating another local Windows account. You mentioned that you had included a full manual on how to do this in an earlier post, but your screenshot/quote seems to be cut off at the point that mentions this step.
[indent]For the benefit of the greater good, maybe you or @Razer.Speedcr0ss can post the instructions you mentioned? Just so that I (and other users) can be confident that we're doing it correctly.[/indent]
My bigger confusion however is about Step #7. Can you, or @Razer.Speedcr0ss please provide some guidance on how to do Step #7 ... I'm uncertain of how to convert my (online) admin account to being a local account.
Thanks! With some more guidance on these steps here, I will look forward to giving this a try!
I'd like to give it a try, and I think I should be able to fumble my way through recalling how to do Step #4 -- creating another local Windows account. You mentioned that you had included a full manual on how to do this in an earlier post, but your screenshot/quote seems to be cut off at the point that mentions this step.
[indent]For the benefit of the greater good, maybe you or @Razer.Speedcr0ss can post the instructions you mentioned? Just so that I (and other users) can be confident that we're doing it correctly.[/indent]
My bigger confusion however is about Step #7. Can you, or @Razer.Speedcr0ss please provide some guidance on how to do Step #7 ... I'm uncertain of how to convert my (online) admin account to being a local account.
Thanks! With some more guidance on these steps here, I will look forward to giving this a try!
They still have no solution and they give us tasks so that we don't write ticekets every now and then.
There could be some achievements. 😜
There could be some achievements. 😜
I may need to correct my previous statements. I have been very frustrated by customer support and they seemingly making me jump through the exact same proverbial hoops as my first opened case. They did have me try something new this time. They asked me to run a 'log collector' utility. The only trouble now being that I have uninstalled Synapse because it makes the Tartarus Pro unusable. I also asked if they need me to reproduce the issue before sedning the logs. I am cautiously optomistic that this may lead in the right direction. I think much of the issues I have with Razer customer support is perhaps language based. They are not always clear with instructions causing a lot of confusion and frustrations.
Seegeth
@KAWAiiSONG I edited my previous post, there is now a detailed instruction on how to do it. You just need to run command lines in windows and add new user. Nothing more.
Just take step 1 to 6 and see if anything changes.
If you have a problem with a specific step in the manual, please let me know and I'll try to explain it.
@the_novena I play an hour or two every day and it still works.
Step #4: Please let me know if the image is displayed now.
Step #7: In windows you can use the microsoft account (e-mail) as a user or create a local account. I used a microsoft account, so I had the option to convert to a local account.
Please just take steps 1 to 6.
I did some testing ! there are no integrity violations
You can add me to the list. I've tolerated it for the past couple weeks, but now it's been getting worse. At the tune of at least once every 10-20 minutes. Last night it completely borked my machine and stayed stuck. Usually hitting the same direction would stop it. This time my E key (what I use for strafe right) would not unstick. I exited the game, and it was spamming E in Windows. I closed Synapse and E was still stuck. I frantically unplugged the Tarturus, still spamming E. Frustrated I yanked all my Razer USB devices (I own the Huntsman Elite & Naga Pro) out except the Naga's wireless dongle and it stopped. I haven't read of this particular condition yet on this thread, so maybe this helps.
The gamepad has been completely unusable today, and I've made no recent changes to either my hardware or software to see such a spike. I was warned by friends not to replace my aging Logitech setup for Razer. Fortunately I still have 2-3 weeks to return all of it.
With the legion of other folks here having the problem and sending logs, I don't want to waste my time and do the same. But here is my high overview of my setup.
Windows 10 Pro (updated)
Ryzen 3600 (asus mb) / RTX 3070 (asus) / 16 GB
Razer Products (Synapse Updated):
Huntsman Elite
Naga Pro
Tartarus Pro
No other input devices.
Nothing really extraneous running in the background. I have a clean startup.
EDIT - It sticks almost every couple mins now, havent changed anything. Hardware? Kinda doubt it. I really wish I had not sold my backup Logitech G13 and live with the 12 year old tech with a proper analog stick for movement. Now I gotta hunt on eBay for a G13 that isnt outrageously expensive in decent condition. After 12 years of playing most of my games with a gamepad, going back to the keyboard would be a tough transition.
The gamepad has been completely unusable today, and I've made no recent changes to either my hardware or software to see such a spike. I was warned by friends not to replace my aging Logitech setup for Razer. Fortunately I still have 2-3 weeks to return all of it.
With the legion of other folks here having the problem and sending logs, I don't want to waste my time and do the same. But here is my high overview of my setup.
Windows 10 Pro (updated)
Ryzen 3600 (asus mb) / RTX 3070 (asus) / 16 GB
Razer Products (Synapse Updated):
Huntsman Elite
Naga Pro
Tartarus Pro
No other input devices.
Nothing really extraneous running in the background. I have a clean startup.
EDIT - It sticks almost every couple mins now, havent changed anything. Hardware? Kinda doubt it. I really wish I had not sold my backup Logitech G13 and live with the 12 year old tech with a proper analog stick for movement. Now I gotta hunt on eBay for a G13 that isnt outrageously expensive in decent condition. After 12 years of playing most of my games with a gamepad, going back to the keyboard would be a tough transition.
Any progress?
Someone tried creating new account in windows?
Someone tried creating new account in windows?
deliro did you try azeron? I think I will go for this one - first I wanted something with normal keyboard-keys but only good option (that we can buy new) is razer - but as we all here know - its unusable.
it's all fine and dandy but having to go through all the steps, when all what needed to be done was install internal memory. to be able to save 3profiles or so with binds etc on the keypad esp something what costs £130/$130. How much would a 32mb or less chip add to price of something what already costs so much.
considering £28 keypads have internal memory not much i guess. All the mice i have allow me to do so with custom sens etc ofc much less info but glorious cooler master etc don't force their bloatware on you at least, set it up then uninstall jobs done.
considering £28 keypads have internal memory not much i guess. All the mice i have allow me to do so with custom sens etc ofc much less info but glorious cooler master etc don't force their bloatware on you at least, set it up then uninstall jobs done.
Seegeth
Any progress?
Someone tried creating new account in windows?
1. a. Run System File Checker.
- 1. In the search box on the taskbar, type command prompt, press and hold (or right-click) Command Prompt, then select Run as administrator > Yes.
- 2. At the command prompt, type SFC /scannow (note the space between SFC and the /). Scanning will take a few minutes.
- 3. If SFC finds corrupted files and replaces them, restart your PC and check if the issue persists.
I did it! there are no errors.
The 1 key on the Naga Pro sidebar just got stuck. there is a button F
Same problem here.
Sadly, I've decided to stop using my tartarus v2 after a while trying to ignore this problem but I just can't do it anymore. I would say it's even worse.
Sadly, I've decided to stop using my tartarus v2 after a while trying to ignore this problem but I just can't do it anymore. I would say it's even worse.
@KAWAiiSONG : Glad you got no errors; me too! Let us know what happens when you move on to Step #4 - #6.
@Seegeth : I began testing this last night, but ugh, I made a stupid mistake:
So although I was signed in as "TestUser" on the new local Windows user account I had created, I was ALSO still logged in under my usual admin account. Hours of testing, kind of down the drain.
[indent](Also: It didn't take me long to realize (much to my dismay) that all of my game's addons are stored in the Windows username folders. So, with a new Windows user account, I had nooooo addons. And I'm a very heavy addons user, so I missed them terribly, lol. It was kind of brutal playing without them.) [/indent]
So now, I'm back to the drawing board and will begin testing again. I hope to report more later tonight or tomorrow!
@Seegeth : I began testing this last night, but ugh, I made a stupid mistake:
- Ran DISM tool and System File Checker tools again (no errors).
- Restarted computer
- Start testing (problem recurred in just under three hours)
- Created another local Windows user account (no password; "No" to all privacy settings)
- Signed into new local Windows account (but forgot to LOG OUT of my main admin Windows account!!)
- Started Synapse 3; logged into my Razer account; began testing (problem recurred in just over 3hrs)
So although I was signed in as "TestUser" on the new local Windows user account I had created, I was ALSO still logged in under my usual admin account. Hours of testing, kind of down the drain.
[indent](Also: It didn't take me long to realize (much to my dismay) that all of my game's addons are stored in the Windows username folders. So, with a new Windows user account, I had nooooo addons. And I'm a very heavy addons user, so I missed them terribly, lol. It was kind of brutal playing without them.) [/indent]
So now, I'm back to the drawing board and will begin testing again. I hope to report more later tonight or tomorrow!
Glad I found this thread, was about to order a Huntsman Mini and a Tartarus Pro, I don't think I will now until this issue is fixed.
Wish I'd found this thread before I bought my Tartarus Pro a few weeks ago. Along with the sticking direction keys, I discovered yesterday in an experiment to see how it works in other games, that in two games (both Bethesda games, Skyrim SE and Fallout 4) the programming recognizes the Tartarus Pro as a controller. That recognition completely kills all controls at the startup menu. Editing the prefs.ini files in both games to change controller from 1 to 0 is a fix, both games. I'm now curious to see if the Tartarus Pro keys stick in those games.
Possibly the relationship is between the optical analog keys and the controller confusion that seems to be taking place with the Tartarus Pro, don't know anything about the Tartarus V2 mecha membrane keys. I notice my Cyberpunk 2077 game now shows controller config is loaded in a little pop up screen as it starts. That screen does not pop up if Tartarus Pro is unplugged. I also had noticed some help screens called for controller buttons instead of keyboard buttons. What that could possibly have to do with keys staying randomly stuck on I can't imagine, but that's there and that's all new with the Tartarus. I was running my Orbweaver Chroma before. Who knows what else is waiting in other games.
Possibly the relationship is between the optical analog keys and the controller confusion that seems to be taking place with the Tartarus Pro, don't know anything about the Tartarus V2 mecha membrane keys. I notice my Cyberpunk 2077 game now shows controller config is loaded in a little pop up screen as it starts. That screen does not pop up if Tartarus Pro is unplugged. I also had noticed some help screens called for controller buttons instead of keyboard buttons. What that could possibly have to do with keys staying randomly stuck on I can't imagine, but that's there and that's all new with the Tartarus. I was running my Orbweaver Chroma before. Who knows what else is waiting in other games.
I sent the Razer Collector Logs to the support team after reproducing the issue on my Tartarus pro. However, I don't have ANY confidence that anyone is looking at it because the support person from my second case (because the initial case somehow confused them) is having me go through all the same steps over again. (Groan). They want a video of the issue happening... as if that is somehow going to magically tell them what the problem is with Synapse. They think it is STILL a hardware issue, after RMAing the last unit, and the issue not occuring when Synapse is not installed. This would be funny if it was not so frustrating.
It seems that the support team and development teams may not be communicating, or else they would not be asking us to do the same redundant troubleshooting steps over and over again. Or asking repeatedly for video of the issue.
It seems that the support team and development teams may not be communicating, or else they would not be asking us to do the same redundant troubleshooting steps over and over again. Or asking repeatedly for video of the issue.
roger32025
Hey guys, I'm Draxxille by the way. I just wanted to drop in and say it's awesome to see that the community and Razer is getting this worked out. If there is anything I can do to help let me know.
Hey, man! Thanks for chiming in on the thread, and thank you especially for bringing reWASD to our attention on your video segment. Since you're kind of in the same boat as I am (owning other Razer peripherals and therefore reluctant to quit the Synapse software entirely), I wonder if you might also be willing to give the proposed troubleshooting a try? (creating a different local Windows user account). The more testing and troubleshooting, the merrier! ... Hope you're on the mend, and doing well! :cool_:
Daisame
I sent the Razer Collector Logs to the support team after reproducing the issue on my Tartarus pro. However, I don't have ANY confidence that anyone is looking at it because the support person from my second case (because the initial case somehow confused them) is having me go through all the same steps over again. (Groan). They want a video of the issue happening... as if that is somehow going to magically tell them what the problem is with Synapse. They think it is STILL a hardware issue, after RMAing the last unit, and the issue not occuring when Synapse is not installed. This would be funny if it was not so frustrating.
It seems that the support team and development teams may not be communicating, or else they would not be asking us to do the same redundant troubleshooting steps over and over again. Or asking repeatedly for video of the issue.
Anytime I do anything that involves troubleshooting for support where random is the problem effect it becomes an infinite, unresolvable communication problem with support. Had a similar issue with an AMD 290x video card randomly producing bizarre graphics effects in Fallout 4. Hundreds, probably thousands of people were having the same random effects. Never solved. I stopped using AMD cards as a result. This issue, for me and for others I see as I read through, is random. I presume for you too. So, how do you consistently reproduce random for support teams to look at? After the latest Synapse 3 update I played for two days and it didn't happen, then it did, though less consistently than it had been. The game I was in I tried reprogramming the movement keys for controllers, just to see if that might be the clue. Worked beautifully for walking and running, unfortunately vehicles wouldn't drive, had to switch to the keyboard wsad keys (mine's a Cynosa Chroma). Never stuck, but with random, who knows if that will be a forever fix?
Daisame
I sent the Razer Collector Logs to the support team after reproducing the issue on my Tartarus pro. However, I don't have ANY confidence that anyone is looking at it because the support person from my second case (because the initial case somehow confused them) is having me go through all the same steps over again. (Groan). They want a video of the issue happening... as if that is somehow going to magically tell them what the problem is with Synapse. They think it is STILL a hardware issue, after RMAing the last unit, and the issue not occuring when Synapse is not installed. This would be funny if it was not so frustrating.
It seems that the support team and development teams may not be communicating, or else they would not be asking us to do the same redundant troubleshooting steps over and over again. Or asking repeatedly for video of the issue.
i think someone linked a video on youtube on here at some point just use that one for proof of "hardware problems" because if they can notice multiple people use the same video then maybe there is some hope they can fix the problem
@roger32025 Hi, thanks for drawing our attention to reWASD, it's a good alternative. The only thing that doesn't work is the scroll wheel binding.
For me, System File Checker found corrupted files and repaired them. (the problem was still there)
Did the option with a local account help someone else or just me?
Today I will try to play 3-4 hours and see how it will be.
Operating System: Windows 10 Pro (20H2)
Razer Software: Synapse 3 (version 3.5.1215.121019)
Other devices: Razer BlackWidow Tournament, Logitech G502, Astro A50
i7 7700K
16 GB DDR4
RTX 2080
Lastest drivers and Windows update.
P.S.
Razer BlackWidow Tournament, uses Synapse 2, but I don't have it installed.
For me, System File Checker found corrupted files and repaired them. (the problem was still there)
Did the option with a local account help someone else or just me?
Today I will try to play 3-4 hours and see how it will be.
Operating System: Windows 10 Pro (20H2)
Razer Software: Synapse 3 (version 3.5.1215.121019)
Other devices: Razer BlackWidow Tournament, Logitech G502, Astro A50
i7 7700K
16 GB DDR4
RTX 2080
Lastest drivers and Windows update.
P.S.
Razer BlackWidow Tournament, uses Synapse 2, but I don't have it installed.
That is 'hopefully' what their Log File Collector app does. You start this debugging program... play a game and duplucate your isssue, then stop the program to collect the logs. I did that and sent it in. I can only hope it has some sort of valuable data in those logs that can point to a problem.
@Seegeth
Thanks a lot for the suggested steps! I will try this on my secondary device where I still have synapse 3.0 installed.
I personally rely heavily on Microsoft account syncing for work between my primary and secondary account, so I am wondering if you had tested reverting back to Microsoft account afterwards to see if the issue continues to show up?
*EDIT*
Oh wow, I was expecting my OneDrive to not sync up after converting to Local, testing this would be a breeze!
Just quick question to everyone, this month's Synapse update hasn't been pushed out yet, has it? I am still on 3.5.1215.121019.
@roger32025 Nice to see you again, Draxille! It is so nice to see you roaming in this forum too!
Thanks a lot for the suggested steps! I will try this on my secondary device where I still have synapse 3.0 installed.
I personally rely heavily on Microsoft account syncing for work between my primary and secondary account, so I am wondering if you had tested reverting back to Microsoft account afterwards to see if the issue continues to show up?
*EDIT*
Oh wow, I was expecting my OneDrive to not sync up after converting to Local, testing this would be a breeze!
Just quick question to everyone, this month's Synapse update hasn't been pushed out yet, has it? I am still on 3.5.1215.121019.
@roger32025 Nice to see you again, Draxille! It is so nice to see you roaming in this forum too!
CptCraptacular
i think someone linked a video on youtube on here at some point just use that one for proof of "hardware problems" because if they can notice multiple people use the same video then maybe there is some hope they can fix the problem
I did that actually, Support did not 'want' a copy of someeone else's video. Unless they just want me to PROVE I am having the problem, there is literally no value to record a seperate video showing the exact same symptom. It should be very clear what the symptoms are at this point. Now we just need devs to look over debugging logs to find what is causing it and fix it.
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