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The sound disappears, falls off Razer Synapse


Hello, I encountered such a problem. I still have a guarantee on the headphones and interruptions started to occur with them, the sound falls off, I carried them to the service center where I bought them. There they told me that they were working properly, they said to check the sound card because of what I laughed for USB headphones. I also need to check the sound card for that price .... today I decided to monitor the errors and it turned out that such problems occurred.
For some reason, the Razer Synapse itself falls off due to the fact that the sound disappears and you have to reconnect
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And it all started that the sound in the headphones just began to disappear by itself, you have to constantly reconnect to the headphones. And sorry that the screenshots are not in English.
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6 Replies

  • Author
  • 6 replies
  • July 5, 2019
Here are screenshots of the error log

Razer.Caziel
  • I am the Lightbringer
  • 4792 replies
  • July 6, 2019
Is this right out of the box and do you currently have any sound enhancements enabled in Windows Sound Settings? If so, try unticking all of them then test. AUDIODG.EXE is a Microsoft Service that handles the enhancements so that's a good place to start.

  • Author
  • 6 replies
  • July 6, 2019
Razer.Caziel
Is this right out of the box and do you currently have any sound enhancements enabled in Windows Sound Settings? If so, try unticking all of them then test. AUDIODG.EXE is a Microsoft Service that handles the enhancements so that's a good place to start.

If you are referring to these sound enhancements, then these are the settings I set

Razer.Speedcr0ss
Hey @MrKim4a. Thanks for the screenshot. Allow me to take over as @Razer.Caziel is not available. What's the model of your headset? Is this working fine before? Are you getting any Windows error message/prompts that your headset or a USB device is disconnecting when the issue is happening? And yes, you did exactly what he suggested, thanks for the screenshot. Lastly, is there any software or hardware changes before the issue started?

  • Author
  • 6 replies
  • July 8, 2019
Razer.Speedcr0ss
Hey @MrKim4a. Thanks for the screenshot. Allow me to take over as @Razer.Caziel is not available. What's the model of your headset? Is this working fine before? Are you getting any Windows error message/prompts that your headset or a USB device is disconnecting when the issue is happening? And yes, you did exactly what he suggested, thanks for the screenshot. Lastly, is there any software or hardware changes before the issue started?

Hello, my headphone model is the Razer Kraken V2 Oval. Previously, everything worked fine, but some time later such problems began here. Here I take off the screenshots of errors that were associated with the Razer. When watching videos, listening to music, playing video games, and sometimes simultaneously listening to music and playing games for example. The sound can abruptly disappear after which 2 outcomes.
1) It may resume after a few seconds.
2) It completely disappears and you have to reconnect the headphones to the computer while the system displays that the headphones are connected. But the Razer Synapse program itself is also often closed with errors that the system has noted, for example, there are new ones. Changes about which you ask them not.

Razer.Speedcr0ss
Thanks for response @MrKim4a. It seems a more complex issue since the kernellbase.dll is affected as this is an executable file on your PC which contains machine code. Just to confirm, is this the Razer Kraken 7.1 v2 Oval Edition? Have you tried testing your headset while logged out from Razer Synapse? Does the issue persist when connected the headset to a different USB port in your PC? What's your anti-virus program? Please disable your antivirus and test your headset.

Note: Please re-enable your antivirus program after the isolation test.

Should the issue persists, please send me a PM and let's continue from there.

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