Razer Tartarus V2 controller D-pad sticking / glitch

KAWAiiSONG
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Your feedback is well taken. However, the needs everyone's cooperation by sending the Razer Synapse 3.0 logs as the team needs to check the software's behavior from each user. By the way, I replied to your PM. I'll wait for your follow-up. Hey everyone. Please send me your Razer Synapse logs via PM by following the steps above.

Been following this issue since April with Razer Support team. My unit may not be Tartarus v2, but as I understand it, the issue is the same with Tartarus Pro. Only temporary solution is to close off Synapse 3.0, and use reWASD right now, which is a massive shame. I had been doing an ongoing discussion and update whenever Razer Support provided any meaningful information, but so far, the team that is assigned to me is blaming it on 'external factors'. :/ I think testing on 3 different computers with 3 completely different configurations is 'not enough' already. I already RMA'd my unit, and the unit still showed the same problems since. Anyway, the link to the discussion is on Reddit: https://www.reddit.com/r/razer/comments/ixli8e/tartarus_pro_movement_wasd_lock_occasionally_pt2/ Archive version is at: https://www.reddit.com/r/razer/comments/fn1iv3/tartarus_pro_movement_wasd_lock_occasionally_need/

Hey NoahArk620! Thanks for posting your observation/experience here. Please send me your previous case number or email address via PM so I can review your contact history.

Those reddit threads provide a good volume of other users encountering the issue, and also some interesting observations. I'm particularly curious about the possible work-around coachrx and jerrymandering3 were discussing. I wonder how sustainable a 'fix' that is? [INDENT][/INDENT]

@Razer.SpeedCr0ss ... after all of the tech support troubleshooting that I (and many others) have taken the time to perform and report back on, can you please answer some quantifiable questions in return?:

• How many same or similar tickets has Razer received regarding this issue, historically, across all models of the Tartarus keypad?
• How many same or similar tickets are currently open?
• Have any Razer techs ever been able to duplicate this issue at all? How many times?

I definitely understand that this can be a tricky issue to isolate, since the software may behave differently on individual users computers -- it's probably something like trying to find a needle in a haystack. However, ... with so many users being so frequently affected by this issue for so long, I find it very hard to believe that the Razer techs themselves have not been able to duplicate the issue.

the_novena
Those reddit threads provide a good volume of other users encountering the issue, and also some interesting observations. I'm particularly curious about the possible work-around coachrx and jerrymandering3 were discussing. I wonder how sustainable a 'fix' that is? [INDENT][/INDENT]

I had attempted this before, it unfortunately did not work. reWASD is still the best answer at the moment.

the_novena
@Razer.SpeedCr0ss ... after all of the tech support troubleshooting that I (and many others) have taken the time to perform and report back on, can you please answer some quantifiable questions in return?:

• How many same or similar tickets has Razer received regarding this issue, historically, across all models of the Tartarus keypad?
• How many same or similar tickets are currently open?
• Have any Razer techs ever been able to duplicate this issue at all? How many times?

I definitely understand that this can be a tricky issue to isolate, since the software may behave differently on individual users computers -- it's probably something like trying to find a needle in a haystack. However, ... with so many users being so frequently affected by this issue for so long, I find it very hard to believe that the Razer techs themselves have not been able to duplicate the issue.

I have 2 support tickets, one of which was closed after receiving my RMA unit, the other is still ongoing. The current reply from the 'Development Team' is that they are shift blaming on 'External Factors such as 3rd party software, glitch and/or corrupted file in the operating system, and asked me to perform the exact same steps I had been doing for months. (I started the support ticket since April). I think the issue for the Dev team to even notice the problem is that the issue is not very easily reproducible, unless you use it as a daily driver. :/

Hello everyone, the update has arrived ! go ahead to test

Hey the_novena! I got two users from this thread as others may have oversight my post or opted to submit their case numbers. I have no data how many tickets are opened since they're all in our Support Team's bucket. The team is working on a fix. Hey everyone! Please check/update your Razer Synapse 3.0 and check if there is an available fix for your device.

Synapse 3.5.1215.121019, no update at this time. EU region.

Seegeth
Synapse 3.5.1215.121019, no update at this time. EU region.

Same here, i think it will take time for the update to be pushed out globally.

So. I have 2 computers with Naga Pro and Tartarus V2 devices ! on my continues sticking and on the second there is no.

Seegeth
Synapse 3.5.1215.121019, no update at this time. EU region.

Still the same version number here too; no new available updates yet. What's the new version number, @KAWAiiSONG ?

Synapse 3.5.1215.121019

KAWAiiSONG
Synapse 3.5.1215.121019

Ahh, okay ... I got that update about a week ago. I had high hopes, but no -- it did not help the problem. :frown_:

NoahArk620
Same here, i think it will take time for the update to be pushed out globally.

Thanks for this response. And yes, it may take time to launch this update globally, but the team will endeavor to pull it off. Feel free to submit a case or sending me a PM so our team can track and use your sample logs in their investigation.

Razer.SpeedCr0ss
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. b. Replicate the issue by creating another local Windows user account:

What I did: I created a new local Windows account (no password), after logging into Windows, I started Synapse 3, I logged into my Razer account and I started playing the game, After two hours of playing the problem did not occur even once. Next: I changed my primary online microsoft account (user in windows) to local account. Now all works fine.(2 days) I will do more testing tomorrow.

This sounds quite promising! I regard it with guarded optimism though, because after running the Windows DISM tool and the System File Checker and doing a clean reinstall of Synapse, mine ALSO seemed to behave better for a short while … but it didn’t last. I think I ended up getting a couple days of shorter 1.5hr gaming sessions, plus another day of a longer 2-3hr gaming session without problems. … And then, on about the fourth day, after a couple/few hours of gaming, the ‘repeating’ happened again. After all of the testing/troubleshooting I have performed, I think that was the third time I had begun to enjoy this false sense of security. I feel like, even though the issue takes a while to recur again, once it does – then it will go back to happening as frequently as it was before…? Does this make any sense? As far as frequency goes, typically, it’s honestly hard to gauge. I want to say that, on average it happens once every couple hours. Having said that however, there are days where it happens within 25 minutes of starting to game. And there are days when I can go almost three hours before it happens. As @NoahArk620 pointed out, this is part of why I’m sure it must be difficult for the Razer techs to duplicate the issue. I’m wondering about something though. Going back to what I mentioned before: about it taking a while for the issue to recur after each of the following individual actions:

• Standard uninstall/reinstall of Synapse
• Running the DISM and System File Check tools, and clean reinstall of Synapse
• Logging in to a different Synapse user account (razertest)

I’m sure for someone who is more tech-savvy than myself, that this might imply something about the issue possibly being gradual/cumulative, so to speak? Obviously, this is only a hypothesis, but perhaps this is something @Razer.Speedcr0ss can communicate to the devs/tech team? While you’re communicating with them, @Razer.Speedcr0ss , please pass along the following tips they should note if/when trying to duplicate the issue: [INDENT]I think the easiest way to reliably notice when it happens is to utilize the buttons on the D-Pad as they were designed: directional control of a character through an in-game world. This is because it’s easy to see when your character continues running after you had meant to stop. On the other hand, if you bound one of the D-Pad buttons to ‘drink potion’ instead for example, it could be more difficult to tell when the function begins to loop (repeat). If there is no character animation for drinking a potion, then you wouldn’t be aware of your over-drinking until you notice a whole stack of health pots missing 😳 from your inventory! Or if a potion is on cool-down, your character would simply fail to consume the subsequent potions, and the repeated iterations wouldn’t be noticed at all. I’m sure this same type of analogy could be drawn somehow with FPS games, as with MMORPG’s – I just used potions as an example. My main point being: use the D-Pad strictly for character movement (lots of it!), to best notice the issue. Razer techs should also be aware that frequency is difficult to gauge as I’ve mentioned in the preceding paragraphs. With this in mind, the techs may have to test for a couple/few/several hours per day, over the period of a couple days. In fact, (as per my hypothesis), if there has never been a previous occurrence on your test system, then you may have to continue testing over the period of a few/several days. Once it happens, then it will likely continue to happen approximately once every couple hours (give or take).[/INDENT] @Seegeth , please do continue your testing and be sure to keep us posted here; I'm pretty eager/happy that you might be on to something! If your success becomes a bit more sustainable, then perhaps the Windows account does indeed have something to do with it! (:four_leaf_clover: fingers crossed for continued good performance!)

For now all works fine. Day 1: 2 hours of WoT - 0 stuck keys Day 2: 1 hour of WoT, 3 hours of Vallhala - 0 stuck keys Day 3: 3 hours of WoT - 0 stuck keys

Seegeth
For now all works fine. Day 1: 2 hours of WoT - 0 stuck keys Day 2: 1 hour of WoT, 3 hours of Vallhala - 0 stuck keys Day 3: 3 hours of WoT - 0 stuck keys

Interesting. Is it still under 3.5.1215.121019? -- Most of the stuff I am experiencing were all very similar to what @the_novena had experienced. Just a very few minor differences. The frequency of the issue cropping up has always been random for me. It can go on for weeks without notice, or it can happen within minutes between each other. Most of the time, it went unnoticed because I wasn't actively trying to replicate the issue, and/or I was spamming the WASD movement very fast. It doesn't matter what game or application it was running. I can get it to show up on Keyboard Tester on Chrome, but only while Synapse is still running. Unlike WASD movement, using D-pad to test is probably the easiest way for it to reproduce the issue without it having it being unnoticed, simply due to how you cant exactly spam it like a keyboard to cancel the stuck key. But i personally don’t use the D-pad for movement, so during my tests i only had one instance where it showed up repeating the binded action. Most of my testing still suggest that ANY key on the gamepad can get stuck on the gamepad, so it is all about how the driver and/or firmware communicated with the Synapse software. I believe the Razer Huntsman Elite and Huntsman Mini both had stuck key issues in the early stages as well. Surprisingly, the issue back then can also be temporarily fixed by close off Synapse altogether. I think these product lineup later received Firmware updates (I only read Huntsman Mini) and that solved the problem. I am hoping Tartarus v2/Pro both received similar treatments as well.

Still on 3.5.1215.121019. For me green a most used keys. Only the red ones were stuck. For now all works. Has anyone tested new local account?

Seegeth
Still on 3.5.1215.121019. For me green a most used keys. Only the red ones were stuck. For now all works. Has anyone tested new local account?

The third PC at my workplace I used to test on were all local accounts, and under guest account in Synapse. Sadly for me, that did not work well for long.

Everything is bad, still on both computers there are sticking . and very often it became!

Hey everyone! I appreciate your cooperation and for continuously updating this thread. If there's progress Seegeth, please let this thread know. Hi the_novena. I'll ensure to cascade your message to the team. I am currently collating all recurring concerns on our support board, and this thread is part of it.

What i did step by step: 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.

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.. 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.

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.