Razer Tartarus V2 controller D-pad sticking / glitch | Razer Insider

Razer Tartarus V2 controller D-pad sticking / glitch

C
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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490 Replies

B
Yes its worldwide spread
Even in japan lol (*Omitted)
Use autotranslation and hold on bug, this is it.
Razer.Speedcr0ss
Userlevel 7
Sorry for the oversight! I've corrected it now, DeadlyStingerPirates.

Hey everyone. Razer is aware of the issue. That's why the Support and the Razer Insider Team is assisting whoever has experienced this issue. I may not have the ETA for the official fix, but I'll do my best to help our devs by forwarding each log from both Synapse and Windows that will be used during the investigation. Thanks for all your cooperation.
T
Razer.Speedcr0ss
Hey everyone! Were you able to update your Razer Synapse to version 3.6.130.11816? Please let me know if it made an impact on your gaming keypad's performance. Our devs want to get feedback from this thread. I appreciate your PMs and responses.


The update to version 3.6.130.11816 did not fix the issue for me. In fact, if anything, it's happening even more frequently. (or perhaps that's just my jaded cynicism making it seem so).
My collection of Razer peripherals: Razer Orbweaver Chroma | Gaming Keypad (retired) Razer Tartarus Pro | Gaming Keypad Razer BlackWidow Elite | Keyboard Razer Naga Trinity | Mouse Razer BlackShark V2 Special Edition | Headset My games of choice: ESO (2014 - current) Server: North America Guilds: The Silk Road; The Auction House WoW (2004 - 2014) Server: Greymane (Alliance) Guilds: Your Quest Log is Full; Knight's Vindication
K
Razer.Speedcr0ss
Sorry for the oversight! I've corrected it now, DeadlyStingerPirates.

Hey everyone. Razer is aware of the issue. That's why the Support and the Razer Insider Team is assisting whoever has experienced this issue. I may not have the ETA for the official fix, but I'll do my best to help our devs by forwarding each log from both Synapse and Windows that will be used during the investigation. Thanks for all your cooperation.


Yesterday it happened just super often! in an hour, I got stuck about 8 times and completely different keys on both Tartarus and Naga Pro
S
My unit is now in RMA.
Has anyone tried to press the equivalent of the same button on the second keyboard at the time of the problem?
They really should get down to work, from what you can see this problem does not only apply to Tartarus.

In addition, I do not understand this situation, if there is not a gamer in Razer Technical Support who has Razer equipment and I could check it.
B
I've had the Tartarus Pro for about a week now. Haven't used it much until last night. Previously, this sticking input issue happend twice over a few days. Last night I played for about 6 hours and the sticking input happened twice. It was movement related (WASD).
Razer.Speedcr0ss
Userlevel 7
Hey buzzGrizzlyEMERALD539! Please send me your Razer Synapse 3.0 logs via PM.

Hi everyone! Thanks for the update. I've coordinated with our Support Team and devs. They wanted to thank anyone who cooperated in sending their logs and other details, especially those who already have a submitted support case. The investigation is ongoing.
Z
Same problem here. Tartarus Pro, WASD related, maybe 2 or 3 times every hour.
K
Same here with new Tartarus Pro and brand new PC. Happens approx 1 time per hour.

Tried all the steps mentioned. Doesnt help except disabling the whole software.
The problem is rare but often enough to think about sending it back. Its just not reliable.

This is my first razer product, I am disappointed. Especially because this device is a premium product, has a very specific purpose and it fails at it in reliability. I still have some time to try. I am not sure I should wait, because it seems this problem persists for some time.
Maybe I try the third party software and use the device without RGB lights.

Well, there is hope since the support posts from last days. So I will wait a little longer before returning the device.
I thank the support for every update we get.
N
Koshirun
Same here with new Tartarus Pro and brand new PC. Happens approx 1 time per hour.

Tried all the steps mentioned. Doesnt help except disabling the whole software.
The problem is rare but often enough to think about sending it back. Its just not reliable.

This is my first razer product, I am disappointed. Especially because this device is a premium product, has a very specific purpose and it fails at it in reliability. I still have some time to try. I am not sure I should wait, because it seems this problem persists for some time.
Maybe I try the third party software and use the device without RGB lights.

Well, there is hope since the support posts from last days. So I will wait a little longer before returning the device.
I thank the support for every update we get.


You can try reWASD in the meantime before you return the product. They have a 14 days trial, which should serve your purpose well.
K
was my post deleted?
B
Razer.Speedcr0ss, how do I PM you the .zip files? I don't see an option to attach files.
B
Same here

I recommend you HID MACROS + OPEN RGB They are lighter and stable than synapse.

Also, you are all will laugh, but same happen with Huntsman Analog. Post from reddit.

My keyboard is often failing to realize that I have released keys. This happens maybe 6 times an hour. The key will act as if it is held, even if I completely remove my hands from the keyboard and mouse. In keyboard mode, not controller mode even. I have to push it again to get it to recognize the state change.


reddit.com/r/razer/comments/lkzt10/analog_switches_not_releasing/
D
Hello,
I have exactly the same problem with Tartarus v2.
3 or 4 times per hour.
T
Still so many new cases of the same old problem emerging! I hope everybody is opening tech help desk tickets with Razer ... it's likely that Razer's attention towards this issue, will only ever be in direct proportion to the amount of open tickets.

Seegeth
... In addition, I do not understand this situation, if there is not a gamer in Razer Technical Support who has Razer equipment and I could check it.


Exactly! Built for gamers, by gamers ...??


boxHotMagentapoly097
... Also, you are all will laugh, but same happen with Huntsman Analog. Post from reddit.


Omg, seriously?! Lol! Funny/not funny. Considering the analog Huntsman is much newer, and less "niche", who wants to place bets that it's issue wins much more/faster Razer tech attention than our Tartarus issues? ...

However, with any luck: maybe the same fix will apply to both devices??
My collection of Razer peripherals: Razer Orbweaver Chroma | Gaming Keypad (retired) Razer Tartarus Pro | Gaming Keypad Razer BlackWidow Elite | Keyboard Razer Naga Trinity | Mouse Razer BlackShark V2 Special Edition | Headset My games of choice: ESO (2014 - current) Server: North America Guilds: The Silk Road; The Auction House WoW (2004 - 2014) Server: Greymane (Alliance) Guilds: Your Quest Log is Full; Knight's Vindication
T
@Razer.Speedcr0ss ... I'm not sure when my case was closed, but the issue is clearly not resolved yet.

Could you please have your tech team re-open my Case #(*Omitted)?

The alternative would be for me to open a new ticket for the same issue. This would end up inflating Razer's case count on this issue (maybe that's a good thing, if it results in more attention to this issue). Although an inflated case count doesn't really matter to me, personally, it seems counterproductive in that it would:

  • necessitate repeating information/trouble-shooting already been performed on Case #(*Omitted).
  • skew Razer's internal data on how frequently/how many users this issue is affecting.
  • result in less efficient use of tech team resources and data management.


Although it should go without saying, please let me be clear: help desk tickets should NOT be closed until satisfactory resolution has been reached.

In the last reply on my case (January 21), Razer advised me that:

[indent]Thank you for your patience and providing us with your feedback concerning this issue. We have escalated this ticket for further review and investigation, but at this time we do not have a solution for the concern. If a solution can be found, it will most likely come in the form of a future software or firmware release for your product. Please be sure to check on our support site for these future releases based on your product. Feel free to contact us back any time if you have other Razer concerns. Your case number is (*Omitted).[/indent]

While I appreciate the honesty of this reply, it seems obvious ("... we do not have a solution ...") that this is NOT a resolution. Since the problem is not solved, the ticket should not be closed.

Thank you!
My collection of Razer peripherals: Razer Orbweaver Chroma | Gaming Keypad (retired) Razer Tartarus Pro | Gaming Keypad Razer BlackWidow Elite | Keyboard Razer Naga Trinity | Mouse Razer BlackShark V2 Special Edition | Headset My games of choice: ESO (2014 - current) Server: North America Guilds: The Silk Road; The Auction House WoW (2004 - 2014) Server: Greymane (Alliance) Guilds: Your Quest Log is Full; Knight's Vindication
C
KAWAiiSONG
was my post deleted?

yeah if you call them out for being slow and tech support giving pre school level automated responses like "try a different usb, try a different pc and reinstall synaspe" im pretty sure most people would try that before going to tech support.
your post will indeed be removed
£130 product missing features found in £30 Chinese brand keypads, can't call them out though because that's the bad thing to do and you hurt their feels

having to spend more money to use a 3rd party program to even get a working product sucks aswell no problems at all after using rewasd
S
The replacement device arrived today, there was a "problem" within the first hour of playing the game.
I will not send this unit for RMA.
It is pointless.
S
Try this:

go to Control Panel\\All Control Panel Items\\Devices and Printers
right-click on razer keypad and select Properties
click on Hardware tab
click on <Razer device name> Input Device - click Properties button below
click Change settings
click Power Management tab
uncheck the Allow the computer to turn off this device to save power checkbox
click OK
do the same for USB Input Device

This resolved the issue for me.
S
I will try this after work.

If anyone has a problem, a little explanation:
Use search in windows, and tape Control Panel, you will be taken to the old version of the control panel, and then follow the instructions from SnakeSP

@SnakeSP please let us know after a week or two as we already had solutions here that only worked for a while.

But it is very likely that the keypad loses power for a fraction of a second and key is blocked if the key is pressed. It would fit what KAWAiiSONG showed in his video.
D
So for my issue, the case was supposedly escalted to a higher teir support. No real resolution though asside from asking all the same questions and steps troubleshooting hoops that the previous techs asked me.

I did uninstall the Synapse software and use the reWASD software (free trial) and over the last couple of days, there have been 0 issues. Where I would get a 'stuck' input once every hour or so on average, I was not getting any now. It definitelly appears to be a software bug, or at least the way Synapse interfaces with the Tartarus.

The Tech support folks want to RMA the Tartarus. I don't see this as fixing the issue, but I will play along. Now that I have a somewhat operational pad using third party software, it seems like a huge pain in the ass to send it back. And they want all this additional informatio (again) but printed out and stuck to the outside of the box. Their RMA process is pretty difficult for the end user. Even if this RMA were to fix my issue, I doubt I would ever buy a Razer product again. When the RMA does not fix my issue, I wonder what they will think of next to resolve it?

Personally, I think if they had some debugging mode on Synapse software that could be turned on to capture some logs and inputs, then we could provide those logs to help isolate and resolve the problem. They don't seem to have anything like that though.
N
Daisame
So for my issue, the case was supposedly escalted to a higher teir support. No real resolution though asside from asking all the same questions and steps troubleshooting hoops that the previous techs asked me.

I did uninstall the Synapse software and use the reWASD software (free trial) and over the last couple of days, there have been 0 issues. Where I would get a 'stuck' input once every hour or so on average, I was not getting any now. It definitelly appears to be a software bug, or at least the way Synapse interfaces with the Tartarus.

The Tech support folks want to RMA the Tartarus. I don't see this as fixing the issue, but I will play along. Now that I have a somewhat operational pad using third party software, it seems like a huge pain in the ass to send it back. And they want all this additional informatio (again) but printed out and stuck to the outside of the box. Their RMA process is pretty difficult for the end user. Even if this RMA were to fix my issue, I doubt I would ever buy a Razer product again. When the RMA does not fix my issue, I wonder what they will think of next to resolve it?

Personally, I think if they had some debugging mode on Synapse software that could be turned on to capture some logs and inputs, then we could provide those logs to help isolate and resolve the problem. They don't seem to have anything like that though.


The RMA process for me has been relatively painless (given that I was in the Razer Tech Support for... quite literally... 6 months), but it did not solve the issue for me unfortunately. (And i doubt it will for a lot of the people here too.)

the_novena
@Razer.Speedcr0ss

In the last reply on my case (January 21), Razer advised me that:

[indent]Thank you for your patience and providing us with your feedback concerning this issue. We have escalated this ticket for further review and investigation, but at this time we do not have a solution for the concern. If a solution can be found, it will most likely come in the form of a future software or firmware release for your product. Please be sure to check on our support site for these future releases based on your product. Feel free to contact us back any time if you have other Razer concerns. Your case number is (*Omitted).[/indent]

While I appreciate the honesty of this reply, it seems obvious ("... we do not have a solution ...") that this is NOT a resolution. Since the problem is not solved, the ticket should not be closed.


I have the exact automatic message from 3 different tech support team members, and that is exactly what it means, no solution. At least they will remind you to try out their brand spanking new Synapse update from time to time to check if it resolves the issue. I do dislike the idea of having to reply every 3 days just to keep the ticket open.
D
They did not ask you to print out all the correspondance with support and attach it to the outside of the box? Or ask you to incldude "forms provided by support" whatever that means, and add that to the outside of the box? They did not ask you the same questions over and over again?

This is what they sent me and it is rediculous:

Thank you for patiently awaiting my reply, and if this was not done already, I would like to offer you our sincerest apologies for any delays or missteps from our end. I hope that this email will come across as a relief to you; we are finally able to fully process your return merchandise authorization (RMA) request.


Your Return Authorization Number (RMA number) is RZC-XXXXXX.


For your convenience, a prepaid FedEx shipping label is attached to the separate email. The tracking number is XXXXXXXXXXXX. You may simply print the label and attach it to the outside of your return package. Please be sure to include any/all shipping, customs, and related forms on the OUTSIDE of the shipment, so that shipping and customs officials can access the documents as needed. Be sure to print all forms that were provided by a support, or with the label.

Please include a letter or email trail explaining the reason for the return along with the RMA number clearly denoted on the letter and on the outside of the package. Please make sure the RMA number is on the package.

Packages received without an RMA number on the outside of the packaging will not be accepted or will not be tracked! Please be sure the RMA number is clearly stated on the outside of the box.



They literally have a log of this issue (or SHOULD). Having me print out the issue and include it on the outside of he box is asinine. What 'forms' am I expected to include? I asked them for a list of those forms so I don't miss anything.

The best part, I doubt highly that a replacement is going to fix this issue. So all this trouble is going to result in not fixing the problem and then what? Yeah I am not going to ever buy another Razer product.
S
@Daisame All they wanted from me was a brief description of the problem to put in the box.
The replacement won't help anyway.
D
Nope, they want it on the outside and all the 'forms' froms support.

I quote:
"Please include a letter or email trail explaining the reason for the return along with the RMA number clearly denoted on the letter and on the outside of the package"
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