Synapse messing with Windows Sleep Mode | Razer Insider

Synapse messing with Windows Sleep Mode

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A
hume_razer
I may be making some progress - first, I purged Synapse off my PC completely. This includes the Razer Chroma SDK, which tends to stick around... you have to go into its Program Files folder and run the installer as Administrator to make it really go away. A reboot follows, because Windows.

Then I unplugged the wireless dongle and I'm leaving it unplugged, not even stored in the mouse. I'm using the mouse via a regular USB cable.

With the dongle, I was getting 7-8 wakeups per hour. This was happenening even with Synapse/Chroma gone, after the reboot... in fact, it was happening at the login screen, before any of my apps started!

Now, with the dongle gone, I've managed to go 1.5h+ without a wakeup. I'm going to continue to observe.

If the dongle is the cause of all this, I'm not going to be happy (WTF pay the premium for a wireless Razer mouse if the wireless part is going to sabotage you, or possibly even shorten the lifespan of your monitor?) but at least it'll be an explanation.

I totally agree with you, why can't Razer fix the biggest issues with Synapse ? I don't understand what is the problem to fix the obvious problems with the software? A year ago I had a problem with microphone sensitivity and what do you think? They still haven't fixed anything, they had a year for it, there is no chance that it will be fixed, here is the thread:

/razer-kraken-ultimate-mic-sensitivity-issue.55387/#post-517621

The issue with sleep mode and display standby is much more important! They must to fix it, we pay enough money to get quality products and software. Don't you?

It feels like we are a bunch of beta testers who complain about the problems they know, but they don't want to do anything with them
R
Hello everyone, just decided to chime in here - i'm also having the same trouble as everyone - when i have my Razer Kraken TE plugged in and Synapse running, neither PC nor monitors go into sleep mode.

What i've tried so far, and the results are below:
1) Unplug the Headset - PC can sleep
2) Uninstall Synapse (mouse plugged/unplugged) - PC can sleep

I've also got some other Razer peripherals, however, they do not make any impact on this at all.

I got a hold of Razer Support Tech via chat and we've done the troubleshooting together, but it did not help.
What we've done:
1) Soft reinstallation of Synapse
2) Complete reinstallation of Synapse

And, also, i was so frustrated by the situation that i've went ahead and reinstalled Win10 completely, and everything was working until Synapse was installed and Headset was plugged in.

Don't know if it helps, maybe there are different headset/accessories out there in the market worth taking a look at?
A
I found out that this issue occurs due to the Razer Central.exe process and if you look in the Windows Event viewer (This PC=>Manage=>Event Viewer=>Information=>Razer Central Service), you can see that this process is trying to interfere with the power configuration of the computer (see attachment). Every time after the monitor tries to enter StandBy mode, this message appears in Event Viewer: "This service has successfully processed the PowerEvent event" Which PowerEvent?

So, I have found the cause of the problem. What is this Razer Central for? To keep the computer awake?
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V
Alex_F1304
I found out that this issue occurs due to the Razer Central.exe process and if you look in the Windows Event viewer (This PC=>Manage=>Event Viewer=>Information=>Razer Central Service), you can see that this process is trying to interfere with the power configuration of the computer (see attachment). Every time after the monitor tries to enter StandBy mode, this message appears in Event Viewer: "This service has successfully processed the PowerEvent event" Which PowerEvent?

So, I have found the cause of the problem. What is this Razer Central for? To keep the computer awake?

I haven't seen that PowerEvent event show up in well over a month on my machine yet my monitor still refuses to go to sleep when the Razer services are running. Maybe it is related to when the whole PC is trying to go to sleep? It's been over a month since I tried putting the whole machine to sleep and, instead, I have just the monitor go to standby...albeit unsuccessfully with the Razer services running.
jngtt84
I am also having the same problem.
I just finished building my 5900x system and it still have the same problem with this system, thinking it was my 7 years old system which I know for sure had a bunch of corrupted files.

I have a Black Shark V2 headset and the USB dongle keeps my system awake.
So I have to unplug it so my system can go and sleep.
T
Same issue here, ive been using razer keyboard and mouse for years - never a single issue. Now I've bought Kraken TE and sleep mode is screwed. I've performed clean synapse installation which helped until i restarted PC, now the issue is back - no more sleep mode...
A
buzzForestGreenWeb889
I have an open Support Case with Razer about the issue, but I have found posts going back to 2015 complaining about the same issues, and Razer has done nothing about it since then, so I don't expect them to do anything about it now

What did they demand of you? Remove synapse completely? I don't understand what is the problem to fix this
J
Hmmm, too bad that this problem occurs for so many people with the Synapse software. I think I'll have to box up my hunstman mini and ship it back to Amazon and get it replaced with an Alternative. Too bad, nice keyboard otherwise.
B
Alex_F1304
What did they demand of you? Remove synapse completely? I don't understand what is the problem to fix this

They have been making me jump through silly hoops like giving them my Windows 10 Build number, Razer Synapse Version numbers, making me reinstall all the software and following guides on how to reinstall .Net frameworks. They asked all of this from me, even AFTER I actually highlighted ALL of that information in my very first email. Literally just copied and pasted my original email's section to respond to their questions.

Their support staff are no more than call center jockies that follow a script and sends out email templates. I have now been escalated to "tier 2" support, but it's more of the same. It's a real joke.

Amazon doesn't want to issue me a refund, cause I had this in it's box for about 3 months, waiting for my Ryzen 5900x to arrive, and I missed the return date. So now I am forced to work with these folks that quite frankly don't want to help.
A
buzzForestGreenWeb889
They have been making me jump through silly hoops like giving them my Windows 10 Build number, Razer Synapse Version numbers, making me reinstall all the software and following guides on how to reinstall .Net frameworks. They asked all of this from me, even AFTER I actually highlighted ALL of that information in my very first email. Literally just copied and pasted my original email's section to respond to their questions.

Their support staff are no more than call center jockies that follow a script and sends out email templates. I have now been escalated to "tier 2" support, but it's more of the same. It's a real joke.

Amazon doesn't want to issue me a refund, cause I had this in it's box for about 3 months, waiting for my Ryzen 5900x to arrive, and I missed the return date. So now I am forced to work with these folks that quite frankly don't want to help.


In fact, these guys just don't know how to help and follow the strict instructions that they were given. A year ago, I contacted to them with another problem (not so serious, but still). Exactly a year ago, I reported a problem with the microphone sensitivity of Razer headsets. You can see here:



I spent a very long time explaining to them what the problem was and literally getting useless replies. Finally, I was transferred to the 2nd line of technical support and I was able to explain what the problem was, they asked me to close the ticket (which I didn't) and promised that everything would be fixed soon. A year has passed and many updates have been made, but the problem is still present. I opened a new ticket and what do you think? I had to go through all these circles of stupid advice again. They ignore my reports that I have already done this, I even referred to the previous ticket. I had to explain the problem again.

Most likely, these guys aren't persons who are in contact with the developers of the Synapse. I think that Synapse is being developed with the help of an outsourcing company and Razer doesn't have a staff of its own developers, not sure but it looks like this. I mean, these guys cannot influence the development of this "misunderstanding" called Synapse, so they have to give useless advice over and over and dodge the response timeline, according to their internal rules.

If I could accept the problem of resetting the microphone sensitivity, then I cannot accept the problem of the PC going into sleep mode. The question is what can ordinary users do in this case? Probably just switch to another product (although this won't sound like a big problem for Razer), because a small handful of people will refuse to buy their product, but hundreds of others will buy it
J
Yeah the software is straight up garbage, I've already initiated a return and have a Ducky ONE 2 SF on the way. One of the downsides to Ducky is they don't have software and everything needs to be programmed directly on the keyboard. Which then again might be a strength given this experience, no software to interfere with the basic features of Windows.
J
Received the new Ducky keyboard today and it is awesome, no regrets with the switch. Ever since removing the plagued Synapse software my computer is now sleeping soundly after 15 minutes just as I like it.
B
After about 3 weeks of back and forth with the Razer team I suddenly got a request to "rate my experience".
So I logged into the support portal to find out that they have closed my case with the message attached to this as an image...

The tl;dr is they told me it's my problem and I need to format my computer... even though I have repeatedly told them I can 100% replicate this on 3 different devices, immediately after a clean install of Windows with nothing else plugged in and no other drivers interfering.

Throughout my correspondence I have repeatedly referred to this thread as well, they don't even acknowledge it's existence. They in no way, are working on solving this issue.

Luckily Amazon had a much better support experience and they allowed me to return the device and get a full refund!
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J
The same issue with my Razer Kraken Tournament Edition,Synapse won't let my monitor and PC sleeping while headset is connected
F
Same issue with my Razer Kraken Ultimate. Have to unplug my headset to let my monitor sleep.
silv3rRav3n
Userlevel 2
Having the same issue with Razer Kraken TE :frown_:
G
I disabled the razer game manger service on startup (msconfig > servies). While it does fix the sleep issue, it kind of breaks synapse, but features like THX audio still work.
P
I have this same issue. After two months support were not able to fix it and I gave up, BUT I had time to work out a semi decent solution. It appears it effects only the "screen" portion of the sleep function, so if you go to the sleep settings in windows, set the "screen" portion of it to "never" and the actual sleep setting to whatever, try one minute to test it, you may need to reboot for it to work. That fixed the issue for me. If it doesn't for you try doing it in control panel instead of settings. I know this is kind of a semi broken solution, but it's better than nothing for me at least.
D
This issue started happening to me a while ago... when the monitor turns off due to inactivity and Windows goes into the lock screen, Razer Synapse 3.6.130 interferes with my windows 10 and won't let my monitors go to sleep. The only fix I found so far is to manually terminate all the synapse processes I could find in the task manager, which is pretty annoying... but at least then my pc can sleep in peace. I don't get why is this even an issue now... it didn't use to happen before and I am using the exact same hardware.
W
For me, it appears to be an issue with "Mic Monitoring (Sidetone)" ... when I disable it, my desktop monitor(s) will sleep (eventually) ... usually takes about one or two cycles before it finally does. When side tone is enabled, no monitor sleep... it tries, but will wake right back up.

Yet another issue related to this ... I created a profile with the above in mind, one with my default settings + side tone, one "Sleep" profile with sidetone disabled. Changing between them does nothing for sidetone settings, i.e. changing profiles ignores sidetone. Great.

Razer - please check/verify/fix?
W
WickedPorter
For me, it appears to be an issue with "Mic Monitoring (Sidetone)" ... when I disable it, my desktop monitor(s) will sleep (eventually) ... usually takes about one or two cycles before it finally does. When side tone is enabled, no monitor sleep... it tries, but will wake right back up.

Yet another issue related to this ... I created a profile with the above in mind, one with my default settings + side tone, one "Sleep" profile with sidetone disabled. Changing between them does nothing for sidetone settings, i.e. changing profiles ignores sidetone. Great.

Razer - please check/verify/fix?


Latest update breaks it even worse than before ... fix above no longer works, and RGB lighting will not turn off at all regardless of setting in lighting. Wow.
V
I don't have Nvidia HD Audio installed.

I did try doing the PowerShell energy monitoring capture that was suggested and noticed a couple of Scheduled Tasks from both Asus and Microsoft that would try to run when the machine is idle, so I changed the triggers of those to not do that. Still no dice.

I also noticed something from DTS (DTS Unbound) that was trying to kick off every time the monitor would go to sleep. I saw that it was a separate app with some unused trial period that was installed on the machine back in December. Not sure where it came from and figured I don't really need it since it appears to be a paid for service, so I uninstalled it. Still, it didn't resolve the issue.

During all of this, I am seeing less and less activity occuring during the attempt to get the monitor to go to sleep. I am now down to where I see only see Windows Update related processes (WaaSMedicSvc, TrustedInstaller, and SPPsvc). The WaaSMedicSvc cannot be easily disabled to see if it resolves the problem and would prevent Windows Update from working properly, so it I feel it isn't something I should have to do.

What I do see the TrustedInstaller trying to execute is the following:
C:\\Windows\\winsxs\\amd64_microsoft-windows-servicingstack_31bf3856ad364e35_10.0.19041.740_none_e752aa59261f271f\\TiWorker.exe -Embedding

Which this appears to be related to TiWorker, which I believe is another Windows Update related process.

The only thing that I am able to do to get my monitor to go to sleep, aside from killing Synapse, is to unplug my Kraken Ultimate headphones. If they are unplugged, my monitor goes to sleep. I really don't want to have to keep unplugging and plugging my headphones in over and over just to make sure my monitor goes to sleep.

Is there anything else I can do?
V
Out of curiosity, of the people experiencing this issue, what type of CPU and motherboard chipset is your PC?

Mine is an AMD Ryzen 9 3900XT CPU and an AMD X570 motherboard chipset.

I'm not sure if the problem is limited to certain CPU/Chipsets or not, but figured I would inquire since there is a recently known USB issue with some AMD chipsets and CPUs (which should be addressed in the next month or so).
V
BBQbeelzy
THANK YOU so much for pointing this out. I have been trying to figure out this problem for MONTHS until I came upon your post. For me, the device I had to disable was an "AMD High Definition Audio Device" (I have a Radeon 5700 XT connected to an LG 27GN950 monitor). Somehow this was conflicting with Synapse 3 and my Razer Kraken Ultimate headset and wouldn't allow my monitor to go to sleep until I disabled that AMD High Definition Audio Device. Thanks again.

Thanks for the providing the lightbulb moment. I went ahead and went in Device Manager and started to disable other audio devices one by one to see if it would solve my problem and for me, it was the following:

High Definition Audio Device (Microsoft supplied default drivers)

This is tied to my Asus ROG PG27AQ monitor's built in speakers and is fed a signal via the DisplayPort cable that is plugged into my RTX 3090 FE. Disabling the device above immediately fixed the monitor sleep issue, but at the cost of not being able to use the built-in monitor speakers.

While this is a great work around, and one that I will leave in place for now, it isn't a true solution since it requires sacrificing a capability that got used to get it to work.
8
same problem here with kraken te where is razer
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