Razer Mouse Dock Pro Synapse Lighting Bug
Hi,
me again.
My incident with Razer ended up in answering the same irrelevant questions. I tried everything, I even put in the link to this Post, made Videos. After several rounds I also tried with the chat, unfortunately without any success, too. The quality of the support is so unbelivable ..., always dealing with other support assistants who did not read the incident history. 😡
Its time to find a way to get higher in the Company hierarchy. Thinking about to reach someone out of the management via email, what about Min-Liang Tan, somehow, maybe social media 1st, he even has a Twitter account...
This is so sad!
Thomas
I wrote Min Liang Tan now….
Hi,
me again.
My incident with Razer ended up in answering the same unrelevant questions. I tried everything, I even put in the link to this Post, made Videos. After several rounds I also tried with the chat, unfortunately without any success, too. The quality of the support is so unbelivable ..., always dealing with other support assistants who did not read the incident history. 😡
Its time to find a way to get higher in the Company hierarchy. Thinking about to reach someone out of the management via email, what about Min-Liang Tan, somehow, maybe social media 1st, he even has a Twitter account...
This is so sad!
Thomas
To combat this, I had originally turned the lighting brightness to zero and turned the brightness OFF for the dock so even after the PC turned off, the lighting on the dock remained off. This worked for a while but a recent update has effectively removed this functionality as when the PC turns off, the dock now goes back to factory settings and has the rainbow lighting. If I charge my mouse (Naga v2 pro) it will pulse the charging color before turning extremely bright green when fully charged.
This is extremely disappointing that the dock reverts back to factory profiles once it loses connection to the synapse program. This seems like a new bug that was introduced.
I sent feedback through the app, I don’t believe one but this is by design if there is checkbox that should turn leds off if screen is off, it’s just not working. Every razer chroma accesory has this setting working, don’t say me dock isn’t one of them, product that cost like entire mouse.
Yes, that's exactly what I told them in the ticket, more than once. But they ignored all my questions and arguments. If they claim it's by design, the only thing we can do is suggest they change it.
Really disappointed that there is no resolution to this, all we can hope for is to bombard them with tickets and they finally fix it.
I sent feedback through the app, I don’t believe one but this is by design if there is checkbox that should turn leds off if screen is off, it’s just not working. Every razer chroma accesory has this setting working, don’t say me dock isn’t one of them, product that cost like entire mouse.
Yes, that's exactly what I told them in the ticket, more than once. But they ignored all my questions and arguments. If they claim it's by design, the only thing we can do is suggest they change it.
I opened a ticket with support, after asking for a million pieces of information and more than 20 days later, they informed me that this is how it is by design. I suggested that they add the possibility of turning off RGB when turning off the computer as an improvement to the product, they said they will consider it.
I suggest that everyone who has the Dock Pro opens a support ticket to force them to take action on the problem.
I sent feedback through the app, I don’t believe one but this is by design if there is checkbox that should turn leds off if screen is off, it’s just not working. Every razer chroma accesory has this setting working, don’t say me dock isn’t one of them, product that cost like entire mouse.
I opened a ticket with support, after asking for a million pieces of information and more than 20 days later, they informed me that this is how it is by design. I suggested that they add the possibility of turning off RGB when turning off the computer as an improvement to the product, they said they will consider it.
I suggest that everyone who has the Dock Pro opens a support ticket to force them to take action on the problem.
Just bought a new mouse Basilisk V3 Pro with mouse dock pro. Mouse leds turns off just fine on shutdown or sleep, dock never! All firmware is latest and updated, this issue is apparently year old, please do something. Every razer accessory has this feature because it’s so essential. You even have it in synapse itself, it’s just not working at all. Please try to replicate the issue and push a firmware update.
Also, once I put my mouse on the charging dock and then take it off, mouse will keep it’s leds ON even if the pc is off. Not sure if it’s all because of the dock issue though.
Same problem here since 6month i have bought the dock pro …
Also since :
“Switch Off Lighting Enable this power-saving option to disable your device's lighting in response to your system's display turning off.”
is written in the Master Guide of support that razer give, i asume that it is a bug and razer should correct it as soon as it was discovered (1.5year and 3-5 firmware ago).
Also got my new naga pro v2 and mouse dock pro and have the same problem. After the pc shuts down the light on my dock is still on. Shutting off the usb via my bios or windows isn‘t a option! I still want to charge my mouse. I used a naga pro v1 with the old dock before. after i pulled the mouse off the dock the light on the dock turns off. Why is it so hard to make this happen on the new one?
Same issue here… Basilisk V3 Pro + Mouse Dock Pro combo… LEDs do not turn off on dock when computer is off.
RAZER FIX THIS!!!
Hi,
opened an incident with Razer….. I think it is a Hardware issue and can´t be fixed by a software update.
I do have the same issue and I’ve been checking this post for months just to know if there was a solution (or even a workaround), but it’s so dissapointing the actual situation. Unplugging or disabling USB power when laptop is off is not a solution by any means as it removes the utility of a power charging dock that usually charges the device when not in use.
Razer, this is really really disappointing and I think that acknowleging this is not an expected behavior would be a very nice first step. Please submit a firmware update for it (as you recently did for laptop chroma stand v2).
I do love my Basilisk V3 Pro + Mouse Dock Pro combo, but having all night the dock lighting the room is not what I expect of Razer reliability reputation.
Hey hey,
Just booted my PC and mentioned an update of Synapse. Also a Firmwareupdate for the Razer Dock Pro / Basilisk V3 Pro to v2.0.3.0 is avialable …..
Oh guys…. I was soooo excited!!!!!!!!!!!!!!!!
But the lighting is still not fixed on my side.😕
Hi All,
Just purchased the Basilisk V3 Pro with wireless dock and facing same lighting issue. The Mouse and dock will light up to default settings when laptop is turned off…..My previous Death Adder Ultimate wireless with its dock did not have this issue and would still charge WITHOUT the lights turning on when the computer is turned off. Of course I set the lightings for both dock and mouse to turn off when display is off.
After all these months and issue postings I can’t believe Razer has still not been able to fix this issue!
Razer, if you are actually paying attention to your customer feedbacks, I hope your teams will post an update to fix this annoying problem.
The same problem with Mouse Dock Pro. I want the dock lighting off when my PC is off or at least to save synapse setting to the dock to be able to have Dock lightning OFF + PC off + USB with power to charge my mouse within the night.
Same here, the LEDs of the Razer Dock Pro do not switch off, after the PC is shut down….. even after the firmware update to v1.01.00_r2….
So many people are complaining about this since nearly 1 year….. weird.
Just got my mouse and dock and having this issue as well. Like others have said I just want the "turn off lights when monitor is off" button to work. I have this in my bedroom and shouldn't have to do a walk-around.
Same problem for when i bought the razer cobra pro. Dock lights won’t turn off. I already have this problem with the keyboard, deathstalker v2 pro and with razer nommo pro. Lights won’t shut down after the pc is off.
This is getting fustrating and i’m starting to hate razer for this !
Okay so it's 10 months now and no fix?? I can't believe they release a product this expensive and then don't give a f*ck about their customers. I have many razer Devices but this makes me very mad! RAZER WE NEED A FIX, NOW
It’s called bean counting, and combined with Agile practices it results in these non-show-stopper bugs never getting fixed, and they never will. People still buy the mouse and dock. The bug is already at the bottom of the heap, because it does not affect users actually using the mouse, so they can ignore it. A very, very small percentage of people will bother returning the mouse and/or dock.
All modern tech companies operate on this principle. Sucks for us, works just fine for them.
Okay so it's 10 months now and no fix?? I can't believe they release a product this expensive and then don't give a f*ck about their customers. I have many razer Devices but this makes me very mad! RAZER WE NEED A FIX, NOW
Thank you, davegrey.
I must believe they knew the Mouse Dock Pro would have this particular lack of response to the software before they released it, and that if it was possible to change the behavior, they would simply do so instead of being intractable.
Perhaps lawyers are involved in their position.
Here is the latest in their lack of helpful responses - effectively saying this is working the way it should and they are not going to do anything about it:
Thank you for patiently waiting.
As advised by our Internal Team, this is currently an expected behavior. We completely understand that this is unusual behavior considering the option in Synapse, however, rest assured that as long as the unit is working perfectly with its functions, there is nothing to worry about. We greatly appreciate the feedback and we are taking note of it for future reference.
It would be best to keep your Razer Synapse up to date and check in with our Razer Support website for any possible future updates.
Perhaps we have a fundamental misunderstanding here. We do not want the Mouse Dock Pro to shut off when the computer is off. If that happened, we would not be able to charge the mouse.
We want this check box to work, as it does with other Razer devices.
If the only way to switch off the lighting when the display is turned off is to disable USB charging power, there is no need for that check box, as it has no function. It makes as much sense as “Switch off lighting when the power is cut off.”
The first step in fixing a problem is to acknowledge that there is one.
Same issue with the dock. I don’t understand why they don’t aknowledge that as the issue it clearly is.
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