Razer Mouse Dock Pro Synapse Lighting Bug
That’s what they’re saying, attaching a new response which also ignores the issue. I did point them to this thread as well which they did not acknowledge:
We hope you are well and safe. My name is Dennis one of the senior technical advisors for Razer. We are sorry to hear about your concern with the mouse dock pro that does not turn off even if you have already turned off your computer.
What we meant regarding the expected behavior is that being that it is a dock pro for charging, the computer's USB ports provide power delivery even when it is turned off as long as it is connected to a power source.
You have the option to turn off this feature within your PC's USB settings. Here are some of the steps that you can try.
1. Open the Control Panel.
2. Find Power Options.
3. Click on Change Power Plan/Settings.
4. Click Advanced Power Settings.
5. Find USB Settings - disable both boxes here.
6. Save and close.
Or the following steps.
Navigate to Control Panel > Hardware > Power Options > Edit Plan Settings.
Select Restore default settings for this plan.
Expand the USB Settings drop-down.
Expand the USB selective suspend setting drop-down.
Select Disabled and Apply/OK the settings. Shift4.
We will be waiting for your response to this e-mail so we can get you assisted properly. You may reach us once again through this thread.
Case # 230629-000831
All the best,
Dennis
R Λ Z Ξ R™ | L2 Technical Support
Products Basilisk V3 Pro and Charging Pad Chroma work as intended, which is to shut the lighting off when the screen shuts off and the appropriate Razer Synapse box is checked, USB charging when the computer is off notwithstanding.
Product Mouse Dock Pro also works as intended, which is to not shut off when the screen shuts off when the computer is providing USB charging, despite having exactly the same “ Switch Off Lighting” configuration screen and check box in the Razer Synapse software.
That is their “expected behavior.“
Is that a fair summary?
i got the same copy and paste answer from them.
I know others have gone through this, but just adding an update. I wanted an open ticket on this issue for tracking purposes, and I am also on my second mouse dock pro with this same behavior so I continue to be increasingly annoyed by this problem and the lack of responses. Just for visibility, I am using an entirely Razer hardware setup (blade 14 2022, raptor, thunderbolt 4 hub, mouse dock pro, naga v2 pro, etc. For testing, this was with the mouse dock directly connected to laptop.)
First agent said it was possibly a hardware defect and offered to setup an RMA to replace it. I asked instead for it to be escalated, as it is not a hardware issue. They had me send my synapse logs and msinfo data. This was the response from tier 2 support.
This is Irish from the Razer Escalations Team.
I am sorry to hear that the Mouse Dock Pro is not turning off even if the PC is off. Rest assured, I will do all that I can to help.
Please be advised that this is expected behavior if the port has USB charging even when the computer is turned off (this setting can be disabled in the BIOS) and the port is delivering power.
To further check, kindly connect a mobile phone to the same USB port where the dock is plugged in and test if the phone charges on the port.
I advised that this is not expected behavior from my end, and also means that there is an issue still outstanding. Either there is an issue (probably requiring firmware update - the chroma charging pad had the same issue until I manually updated the firmware and it is now fixed) with the Mouse Dock Pro that is/has not been resolved in that it is not working properly with the ‘turn lights off when display is off’ option in Synapse OR the issue is in Synapse itself which needs that option removed if this is the ‘expected behavior’.
Either way, things are not working right with this product, and with the recently released (hours ago) Cobra mouse which also works with the Mouse Dock Pro, more and more people are going to be experiencing this issue, but because Razer refuses to acknowledge it as a problem, no one seems to even be looking at it.
I just bought the Basilisk Pro and the Mouse Dock Pro and it does not seem to me that the issue has been addressed. I have the same problem.
If I tell my automobile dealer that my automatic headlights do not shut off, it would be completely unacceptable for them to disable my headlights.
I expected better from Razer.
Edit for clarification: I do not use a hub. My laptop provides charge power to the USB ports when it’s off. The Mouse Dock Pro is connected to a Thunderbolt port.
Same problem, would love to see this issue resolved though it seems to be a low priority vs social media advertising and bringing back the Sneki Snake hoodie. 😡
they won’t fix that. i wrote with Razer Support lvl 2 and they said they see no problem and thats not a bug. there isn’t any bug to fix.
but i thought already they will say that. since a year people complaining about that and nothing happens. It’s sad. that was very expensive to buy a basilisk v3 pro and a mouse dock pro. it would be to nice, to be real to own something cool like this.
I am experiencing this same issue.
When option 'Switch Off Lighting - When display is turned off' is selected the Razer accessory 'Razer Mouse Dock Pro' continues to use RGB chroma effects.
Other peripherals with this option enabled function correctly.
My other peripherals are Naga V2 Pro and Ornata V2.
1PUNCHM4N
done
same problem here, any solution?
I replied to your message. Thanks for your cooperation, 1PUNCHM4N!
Same problem here …
As I look up on this post, people are enquiring this issue 9 months ago!!!! when you guys plaing to resolve this?
i have the same problem. we need really a fix for that
I had the Basilisk Ultimate with dock, no issues with the lighting but the charging is terrible, have to adjust the position every time to get it start charging. So when i see the new Basilisk V3Pro i decided to upgrade. Yet again, this time got this RGB not turning off problem!! As i saw the previous comment, this been happeing over 9 months. WTF razer, we are paying top dollars for this flagship mice, and you guys still dont wanna fix this issue, so disappointing.
Yep, same issue here, hopefully this thread will help a firmware fix come around, currently having to set my brightness to 0 and disabling it as well, having ‘when display is turned off’ enabled doesn’t do a thing, doesn’t even switch to one of my other profiles, instead just switches to the default breathing pattern. The Basilisk v3 pro on the other hand the RPGs turn off without any problems when putting my computer to sleep. This is most certainly a firmware issue and I’ve tried all the resets and restarts that I’ve found listed in this thread.
Acabo de recibir mi mouse dock pro, y justo tengo este mismo problema la base sigue encendida a pesar de apagar el computador, ya monte un caos de soporte y también le escribí directamente a razer.speedcr0ss
Nivel de usuario 7
Are there already new findings on this?
Thanks in advance!
2 weeks ago I received straight from Razer my one. I can confirm it that it came with the old firmware, not with the newest, released in November 2022. The issue is the same, as for everyone else. Hope they will fix it, son.
Thanks for the tip with the profile switching!
I am experiencing the same issue. I ordered my dock directly from the Razer store and got it beginning this month. The LEDs don't turn off, when my computer shuts off. I created a separate profile with the LEDs turned off and made a shortcut on my keyboard to switch to that profile for now. I'm using this solution for now and waiting for a firmware update. I expected this feature out of the box because my Razer keyboard's and mouse's LED are being turned off when my PC shuts down. I hope there will be a solution soon.
JuegosdelaTuberia
I have the following problem:
when i choose basilisk v3 pro mouse battery charge meter theme in mouse dock pro it only red mark download. You charge the mouse wirelessly on the mouse dock pro and it doesn't update. that is a software problem I imagine that it does not update the information of the dock pro
I'm having this issue as well. I'm also having another issue where the Mouse Dock Pro is not recognized on initial boot and I have to unplug and replug the device to get it working again.
I have the same problem as the others when I bought the dock on the Razer site.
The light does not go out when I turn off my computer.
Honestly, I really hesitate to turn it over because it is absolutely useless if the light is lit all the time ...
I obviously uninstall and install Synapse. I tried on another computer and the same problem persists.
when i choose basilisk v3 pro mouse battery charge meter theme in mouse dock pro it only red mark download. You charge the mouse wirelessly on the mouse dock pro and it doesn't update. that is a software problem I imagine that it does not update the information of the dock pro
This is still an issue and sucks at night when you like a dark room to sleep in. Having to cover it with something so the non functioning checkbox "works" is BS for the price you pay for both the mouse and the dock.
Razer Devs easy fix, get on it!! P1 priority!!!
So there's nothing new under the Sun..
After rising the ticket, the support wants me to provide all the unnecessary informations like my phone numer, my address, pay check for the Dock Pro and so on.
But coversation with the support is heading to replace the unit which is nonsense in my opinion.
If this is how it's gonna look like I will try to make a script that will switch the Lights of the Dock off while pc is going to be powered off /sleep etc.
And consider that as a fix.
Anyway it would be better than options we have so far:
1. Disable power usb in S5 state (when PC is off) - aka "non charging dock" solution
2. Disable rgb for Dock at all aka "non chroma dock"
But the best sulution would be to FIX (!) the issue by Razer and deliver software/firmware for something that they suggesting they are seling aka "Charging Dock with Chroma"! (so both fuctions working fine!)
While it costs more than most of gaming mice in the Market being only the Dock station is should do it's two jobs - Charging and lighting with no issue!
Edit: Are you guys using USB hubs between Dock Pro and PC? I am using one of these:
https://i-tec.pro/pl/produkt/u3chargehub16-7/
With additional USB KVM (usb hub is connected to it) to switch between gaming PC and a laptop I am working on.
This way of connection is not suppose to be a problem as all other devices can handle that..
Anyway I have some sucpition that this is somehow related. And somehow this could disturbe the way that Dock Pro detects if the PC is off or not. I didn't tried without the HUB
Edit 2:
While I am still sure this is SW problem of some sort, the support is 100% convinced that this is HW issue.
Or this is the only procedure they can provide (after reinstalling everything...) They don't want to share any details.
Have someone already replaced the unit? Does it solve the problem?
BR,
M
- Razer Support
- 7596 replies
-
23 December 2022
Mic4cH
Ticked is already raised. I have described this issue and attached this post there.
I appreciate that. Feel free to send me a PM, including the case number, should you need assistance with the submitted ticket so I can check its history and updates.
Razer.Speedcr0ss
There's no latest update for the Mouse Dock Pro and Synapse 3.0. I recommend submitting a case so our Support Team and devs can log the users experiencing this behavior and get their log files for investigation. Thanks for your joint interest.
Ticked is already raised. I have described this issue and attached this post there.
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