Synapse not launching (feels impossible to fix) please help

Hi,

I’ve been struggling for a long time now on how to get my issue fixed. I’ve been trying to get support from Razer, of which I did, but still have not gotten my issue fixed. This isn’t on Razer, in fact they have been very hard working and supportive of this issue. However, I still am unable to launch Synapse,  and be able to fix this issue and I hope the community can. Please note: I am desperate to get this fixed. So please, do consider helping out even if its a little bit, I will post the entire conversation/emails sent back and forth between me and Razer support to help whoever’s interested in fixing this understand more on this issue.

Points, notes, and issues:

• Synapse is not launching at all, specifically RazerInstaller (an window which pops up when uninstalling, updating, or adjusting the app’s setup.) It always disappears after initiating the launch of an update, uninstalling process, or redownloading and launching it the whole setup .exe file.

• I have used CleanUp Driver for Synapse, and deleted some all but some files related to Razer Synapse and yet it still fails to work. The files that cant be deleted will not open to begin with because of RazerInstaller not launching.

• Yes, I do have MsInfo logs and SynapseLogs, and have sent it to Razer, but it seemingly did not help.

• I have tried /sfc in Command Prompt, it did not work. Even other command prompts like DISM.

• Other programs like MSI Center and Surfshark VPN have the exact same issue, and the only thing they all have in common is they’re located in Local Disk C

Specs:

AOC Agon AG272FCX 27in 144Hz Full HD Curved Gaming Monitor
MSI Pro Z690 A WIFI DDR5 ATX Motherboard [New]

Intel Core i7 12700KF 12 Core LGA 1700 12th Gen Processor [New]

CORSAIR VENGEANCE RGB 32GB 2 x 16GB DDR5 DRAM 5600MHz C40 Memory Kit Black [New]

2070 RTX Zotac 8 GB 

Razer Lancehead Wireless Mouse
Razer Blackwidow V4 Pro (Yellow Switch) [New]

Logs and emails with Razer Support:

https://mysupport.razer.com/app/account/questions/incident_details/i_id/6157925 

(Idk if it works but this is the link to the case)

Attachments (MsInfo32 and SynapseLogs):

https://mysupport.razer.com/ci/fattach/get/9417830/1695467508/filename/Attachment+3.html

https://mysupport.razer.com/ci/fattach/get/9401477/1695248945/filename/Attachment+1.html

Video of the issue: https://youtu.be/iwRDb6qjT6A

After many attempts in fixing this, Razer has concluded this case with this statement:

Response By Email (Rubelyn O.) (07-Oct-2023 11:16 AM)

Hi there,
 

Thank you for your follow-up inquiry, and we appreciate your dedication to resolving this issue. Here are some specific examples of factors that can affect the launch of Synapse:

1. Third-party software: Certain third-party applications, such as antivirus software, system optimization tools, or even overlay programs used in gaming, can potentially conflict with or disrupt the normal functioning of Synapse. These conflicts can lead to the software not launching as expected.

2. Device/configuration settings: Changes in your device's settings or configurations, including driver conflicts or outdated drivers, can impact Synapse's ability to launch successfully. For instance, an outdated graphics card driver might cause compatibility issues.

3. Corrupted files/Operating System: Corruption within the Windows operating system or specific system files can hinder the launch of Synapse. This might occur due to sudden power loss, hardware issues, or malware.

It's important to note that these are general examples, and the specific factors causing your issue may vary. To pinpoint the exact cause and permanently resolve it, you can consider the following steps:

• Review recently installed third-party software and their compatibility with Synapse. Temporarily disabling or uninstalling them one by one while testing Synapse can help identify conflicts.
• Check your device's configuration settings, particularly those related to security software, drivers, and system updates. Ensure everything is up-to-date.
• Running a system file checker scan (SFC) to detect and repair corrupted Windows files.
• Performing a thorough malware scan to rule out potential infections.

Please remember to back up important data before making significant changes to your system, and proceed with caution.

To update this case, you can reply to this email or use our Razer Support Portal.

Sincerely,

Yen

Razer Support

For Gamers by Gamers

https://support.razer.com

Customer By Service Email (K.B .) (06-Oct-2023 03:47 PM)

Thank you for your email.

I would like to ask, what could possibly be examples of the reasons you’ve listed? Could you kindly and be willing to give specific examples as to what third-party softwares could affect the corrupted launch of Synapse? What kind of device/config settings can cause this? Or how can  an OS be the cause of this?

Do give me details and specific information kindly. I’d like to try my best finding the exact cause of all this and permanently get rid of it.

Thanks,

Khalifa

Sent from Gmail Mobile

On Fri, Oct 6, 2023 at 8:35 PM Razer Support <Support-us@razersupport.com> wrote:

To access your question from our support site, click here    Incident Reference # 230913-001655 Subject: Synapse not launching Response By Email (Rubelyn O.) (06-Oct-2023 10:35 AM) Hi there, Thank you for waiting while we investigated your reported issue. We attempted to reproduce the issue that you are experiencing, but we are unable to do so. This means that your issue maybe isolated due to external factors such as third-party software, device configuration/settings, or corrupted files/Operating System. Below are some additional steps that you may take to address your issue. Please note that Razer is not liable for any data loss, data corruption, or any effects due to performing the steps below. It is recommended that you backup your device before proceeding. Restore Windows to a previous restore point (before issue occurred) Start Windows in Safe Mode to isolate the issue Uninstall/Reinstall any programs that were recently installed Reset your PC (Your Data and Programs will be removed) back to factory settings   For any other immediate concerns, feel free to contact us back anytime. Your case number is 230913-001655. To update this case, you can reply to this email or use our Razer Support Portal.   Sincerely, Yen Razer Support For Gamers by Gamers https://support.razer.com