remboursement | Razer Insider
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remboursement

  • January 21, 2026
  • 1 reply
  • 24 views
M

Bonjour,

Je vous contacte concernant une souris Razer Cobra achetée en France. ( actuellement à l’île de la réunion )


Le capteur est défectueux (curseur part dans les coins, tracking erratique), même sans Synapse et sur surface propre.

Je n’ai plus la facture, mais j’ai une photo du ticket promotionnel avec les dates de vente,
ainsi que le numéro de série sous la souris (voir pièces jointes).

Étant donné que la panne est anormale pour cette durée (~1 an),  
je souhaite savoir si une prise en charge ou un remplacement est possible.

Merci.

This topic has been closed for replies.

1 Reply

Razer.ScarletRouge

Hey there, ​@mOnGrole_noctura 

Please note that Razer Insider does not have support for your preferred language. We can only communicate in English. Please post your inquiry or concern in English across all boards and continue to communicate in English going forward.

I understand that you are having issues with your mouse’s sensor, where the cursor moves erratically, jumps into the corners, and tracks inconsistently. Please try these troubleshooting steps on this link to help resolve the issue. 

  1. Ensure the device is plugged in directly to a PC and not a USB hub.

    Note: For a wireless connection, a clear line of sight from the Razer mouse to the dongle is a must.

  2. Make sure the firmware on your Razer mouse is up to date. See Software and Firmware Updates for Razer Peripherals for any available firmware updates for your device.

    Note: If your device is not listed, then it does not have firmware or software available for download.

  3. Clean your Razer mouse and mouse sensor.

    You can view the video below for instructions or review a copy of the video transcript.

    1. Unplug all connections.
    2. Wipe the body of your mouse using a lint-free microfiber cloth.
    3. Clean the mouse sensor using a handheld blower or a can of compressed air.

      NOTE: Do not use any liquids as this may cause permanent damage to the sensor.

    4. Avoid storing the mouse in direct sunlight.

  4. Test the mouse on a different surface. Make sure to avoid surfaces that are rough, shiny or glossy such as glass or similar materials.

  5. Test the Razer mouse with a different system without Razer Synapse if applicable.

  6. Reset your Razer mouse's Surface Calibration. See How to use the Surface Calibration in Razer Razer Synapse 2.0, Razer Synapse 3 or Razer Synapse 4.

  7. Check if any software is causing the issue.

    1. Exit all apps by going to your System Tray.

    2. Locate Razer Synapse.

    3. Right-click and select “Exit All Apps”.

      Windows UI showing how to exit all apps

  8. Ensure Windows is up to date. See How to get the latest software and driver updates from Windows.

    If you just updated Windows, please install the "Optional updates" under Settings > Windows Update > Advanced options.

  9. Perform a clean reinstall of Razer Synapse to rule out any installation or update bug causing the issue.

  10. Uninstall the drivers of your Razer mouse if the issue persists.

Your Razer mouse with erratic mouse cursor movements should now be fixed.

 

If the issue persists after performing the troubleshooting steps, please send me a private message together with your device's serial number and proof of purchase/receipt in PDF format so I can check its warranty details for a possible warranty claim. You can upload your proof of purchase to your Google Drive and send me the link. Make sure that the link is set the sharing settings to "Anyone with the link can view". Thank you!


 

*Thread locked to curb conversation to PM. 

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