Synapse 3 does not start, seriously get your act together razer!!!!!! | Razer Insider

Synapse 3 does not start, seriously get your act together razer!!!!!!

C
I've gone through so many posts and spent countless hours trying to diagnose this problem, it just fails to start every time!

What I have done,

Multiple clean installs with different combinations (including all combinations) of the actions below
Delete all related data folders
Install core Synpase only
Disable firewall
Delete all related processes
Unplug all razer devices.
Windows Update
.NET framework updates
Removing all devices from device manager
A few other things randomly tried but all to no avail

I've searched all over the internet and the forums, this critical problem occurs again and again and again for countless users and for the longest time. I did not find one resolution and I saw many being taken to PM by staff and frankly we have no way to find out if their issues were ever resolved.

Can you once and for all, update your broken software so we can actually use the devices we paid for?
This topic has been closed for comments

21 Replies

C
Do the staffs even check this forum? Over 24H passed still 0 response?
S
Same Issue here
D
CopperRoseautosigns623
Do the staffs even check this forum? Over 24H passed still 0 response?


If it's support staff you're talking about, not very often, apparently. Nor do they respond to emails.

That said, I suspect that pleas for help and / or observations such as you and I and others have made regarding the lack of support, are really very welcome when all is said and done.
C
So we're just SOL? Its been 3 days without a response. My keyboard is lit throughout the night as it won't go to "sleep" without synpase running, and I don't always remember to unplug it. Not to mention none of the advertised features work without synapse. This is just a major FAIL on Razer's part!
R
Userlevel 6
CopperRoseautosigns623
I've gone through so many posts and spent countless hours trying to diagnose this problem, it just fails to start every time!

What I have done,

Multiple clean installs with different combinations (including all combinations) of the actions below
Delete all related data folders
Install core Synpase only
Disable firewall
Delete all related processes
Unplug all razer devices.
Windows Update
.NET framework updates
Removing all devices from device manager
A few other things randomly tried but all to no avail

I've searched all over the internet and the forums, this critical problem occurs again and again and again for countless users and for the longest time. I did not find one resolution and I saw many being taken to PM by staff and frankly we have no way to find out if their issues were ever resolved.

Can you once and for all, update your broken software so we can actually use the devices we paid for?

Sasaki_Haise
Same Issue here

Hi there! Was this working before? When did the issue start?
C
Razer.RedPanda
Hi there! Was this working before? When did the issue start?


The issue started after I recently changed to new Razer keyboard (BlackWidow) and mouse (Viper). My old razer gears were running Synapse 2, so as soon as I swapped the gears I uninstall Synapse 2 and clean installed 3 with the aforementioned steps. Still fails to start till this day.
S
try running Synapse 3 as administrator?
C
saffronfs7
try running Synapse 3 as administrator?


Already tried, fail
S
If you haven't, you may wanna check this page: https://support.razer.com/software/synapse-3/
C
saffronfs7
If you haven't, you may wanna check this page: https://support.razer.com/software/synapse-3/


I did everything in there, but out of desperation I just did the following again:

1) Uninstall Razer Synapse 3
2) Deleted these folders C:\\Program Files (x86)\\Razer\\ and C:\\ProgramData\\Razer\\
3) Deleted all keyboard and mouse drivers (unable to move anything as all drivers are uninstalled, did a hard reset of computer)
4) As soon as PC restarted, disabled all firewall settings
5) Install Razer Synapse 3 (as admin), launch after installation (as admin)

FAIL TO START.
C
Razer.RedPanda
Hi there! Was this working before? When did the issue start?


It's been another 3 days, how many days do we usually have to wait for a response here? This is the worst customer experience ever!!!!!!!!!!!
R
Userlevel 6
CopperRoseautosigns623
It's been another 3 days, how many days do we usually have to wait for a response here? This is the worst customer experience ever!!!!!!!!!!!

Hello. Please PM me the current version number of Synapse. I'll assist you from there.
C
Razer.RedPanda
Hello. Please PM me the current version number of Synapse. I'll assist you from there.


I really don't understand why this has to be taken to PMs when the information can potentially be useful to many many others who suffer the same issue. This is my installed version: 3.4.1112.111915. If you insist, we can sort this problem out in PM before I post the solution to everyone.
C
Much like I expected, the people who got taken into PMs never got their issues resolved. I'll follow up with my correspondence w the support staff.
C
This was the first set of instructions:

Thanks for the PM. Please try the steps below and let me know how it goes.

1. Uninstall Synapse and delete all files in C:\\Program Files (x86)\\Razer and C:\\ProgramData\\Razer directories. These folders are hidden by default, so please be sure to unhide them.
2. Uninstall Razer drivers by going to "Device Manager" from Control Panel.
3. Press Windows + X, and choose Command Prompt in the menu.
4. Type regedit in the command prompt window and press enter.
5. Please go to this path and check if you have it:
HKEY_LOCAL_MACHINE\\SOFTWARE\\WOW643NODE\\Razer\\
*Please delete everything that's in the Razer folder. Please reinstall Synapse after deleting all the files inside the Razer folder
6. Download a fresh installer and reinstall then restart your PC.
7. Add Synapse to your firewall exemptions and update your .NET Framework at http://www.microsoft.com/en-us/download/details.aspx?id=30653

My response:

I did all of the above.

1) Deleted both directories
2) Uninstalled all Razer devices (mouse and keyboard)
3+4+5) Delete the regedit entry
6) Clean installed and restarted PC
7) Disabled firewall entirely. .NET 4.5 installer says its already installed on this operating system.

Tried to launch Synapse 3, failed to start.

Tried "repair" from uninstaller, still failed to start.

What do I do next?
C
Staff offered to open a ticket:

Thanks for the update. When did this issue start? Did this start after an update? Is Synapse running in the background? If it is, please try to close it completely before trying to run the program again. IF the issue persists, please complete the form below. I'll create a case for you. Run this file to collect the logs. Upload them to somewhere like Google Drive and share the link with me. I'll attach it to the case.

1. Full Name:
2. Email Address:
3. Mobile Number:
4. Country/Region:
5. Synapse Version:
6. OS:
7. OS Build number:

I offered all these info to get the ticket opened.
C
Received a new set of instructions:

Thank you for contacting us back, now upon reviewing your case let us perform some addition troubleshooting steps that might fix the problem.
1. Please make sure that your're running the latest windows version which is 1909
A. Perform a System File Scan.
1. Press the Windows button and type in "cmd" without quotes.
2. Right click on cmd and run as admin.
3. Type in sfc /scannow and wait for it to finish.
4. Restart the computer.
C
IF the System File Scan found some errors and was not able to fix it, please perform the steps below.
Before you begin, it's important to note that you'll be making changes to your computer, as such it's
recommended to do a full backup or create a system restore point in case things go wrong, and you
need to rollback the changes.
1. Press the Windows button and type in "cmd" without quotes.
2. Right click on cmd and run as admin.
3. Type in the following commands:
DISM /Online /Cleanup-Image /CheckHealth
DISM /Online /Cleanup-Image /ScanHealth
Note: The scans might take a while to complete and if there are issues found on the scan, please type in
the next command.
DISM /Online /Cleanup-Image /RestoreHealth
C
My response:

I've done all of the above without any missing steps, clean installed again, fail to start.
I ran the log collector again: [My log file attached]
C
Staff contacted again:

Good day!

We appreciate your response and we apologize for the inconvenience that the application will not launch. The only or the last troubleshooting step that we can do is to reinstall the operating system on your computer. I know this is quite frustrating but we will eliminate all software issues by reinstalling the operating system.

All the best,
Razer Support

My response:

I have years worth of work on this PC, with a ton of paid software that I have no idea if they can be recovered or not after reinstallation. At this point reinstalling OS is simply not an option, I'd rather toss these keyboard/mouse out the window.

Thanks and have a good day, this will be my last Razer purchase.
C
One of my replies was hidden pending moderator approval, it contains a long list of troubleshooting steps from VS redist reinstallation to .NET framework reinstallation, regedit deletion etc. Anyways, there you have it, they simply don't know how to work with their own software. I was very hesitant to run their log collector .exe as I have no idea what it might collect from my PC but I did anyhow. Either their reporting logs aren't comprehensive enough to cover all error logs, or they're just being lazy and throw the responsibility back to their customers and ask things as ridiculous as a complete OS reinstall (which I am skeptical will even work!). Whatevers man, I am done w Razer!
CookiesCookie settings