[Razer] Update and Next Steps on THX Spatial Audio Issue Following Synapse Update *Updated 12/3/23*

We're aware of the THX Spatial Audio issues post-Synapse update and sincerely apologize for any frustration and inconvenience caused. Rest assured; we are working on a fix that will start rolling by Nov 16th PST. We're committed to resolving this and upholding the high-quality experience you expect from Razer. We will provide regular updates on our progress on this post until this issue is fully resolved. 

We are reevaluating our software update processes in the meanwhile. Your patience is appreciated as we work to restore your continued trust in Razer.

*UPDATE 11/16/2023 12AMPST

Hey everyone, prior to the Synapse update, we would like to address some of the concerns that have been raised over the last week as a result from the recent THX Spatial Audio update.

The Update Lowdown:

The recent Synapse update contained our new THX Spatial Audio engine, which features a widened surround soundstage whilst improving audio latency.  Though our intentions were to level up your experience, it seems we have hit some bumps. Let’s dive into these:

Why has THX Spatial Audio disappeared from my Windows Audio Output device?

• We have embedded THX Spatial Audio into your relevant headsets to minimize the amount of clutter in your output devices. Now, you can simply select “Razer Headset” and if it is a THX Spatial Audio-supported model, it will work seamlessly.

I don’t hear any difference even when selecting that and toggling between Stereo and THX Spatial Audio.

• We have identified that users of the BlackShark V2 were facing a bug where THX Spatial Audio wasn’t working properly. This has been fixed and is part of the Nov 16th PST rollout, do try again after.

I’m not using a BlackShark V2 and still face this issue.

• For users of the Nari Ultimate, Nari, or Kraken TE – please ensure that the “Razer Headset – Game” endpoint is selected as your default Windows Audio Output device.
• If you’re not a user of any of these headsets, and the issues persist, we suggest a full system restart and trying again.
• If it still doesn’t work, our CA team will be in touch with you, feel free to completely bombard them with information so we can further investigate this issue with the highest priority and identify if this is another commonly reproducible bug just like the BlackShark V2. Our records right now indicate the BlackShark V2 as the only outlier.

My audio sounds different from before the update.

• As part of the update, there were EQ improvements rolled out for two sets of our THX Spatial supported headsets based on their launch dates in the past couple of years.
  • Headsets before 2020: Kraken Ultimate, Kraken Tournament Edition, Kraken Kitty, Nari Ultimate, Nari, and Nari Essential.
  • Headsets after 2020 – 2022: Kraken V3 Pro, Kraken V3 HyperSense, Kraken V3, Kraken Kitty V2, BlackShark V2 Pro (2020), BlackShark V2, Barracuda Pro, Barracuda.
     
• Headsets before 2020 had an audio signature that could be described as slightly bassier or “fun”, whereas those from 2020 – 2022 were tuned to deliver a more balanced sound. Both sets were initially tweaked as part of the update to lean more towards the balanced sound signature that’s closer to our latest flagship esports headset, the BlackShark V2 Pro (2023).
   
• This update has shown us that a majority of the pre-2020 headset owners heard a drastic change in the overall sound but preferred the original tuning, and so we will be adjusting this to be much closer to the original sound.
   
• 2020 – 2022 headset owners already had tunings that were closer to the BlackShark V2 Pro (2023), and there was drastically less feedback on the sound refinements, so these will continue to be optimized following the BlackShark V2 Pro (2023).

What about headsets from 2023?

• Good catch – those of you with the latest BlackShark V2 Pro (2023) and BlackShark V2 HyperSpeed are already on our latest THX Spatial Audio, so your tuning would be unaffected.

Why not just rollback everything?

• Some of you here are right on target in your guesses – a rollback after this version was extensively considered but ultimately decided against as we wanted to ensure that no aspects of Synapse were affected. We worked on fixing the issues that were reported as the safer route, and a vast majority of the most common issues will be addressed in the Nov 16th rollout.
   

Yes – We could’ve done a better job showing off the new UI/UX and the accompanying improvements. For a direct comparison of what has changed for each specific headset that you have, please check out our latest guides for headsets that are before 2020 and headsets from 2020 to 2022. A built-in tutorial video on Synapse showcasing the changes will soon also be included in future updates, but the fixes are our priority right now.

We’re all about solving these issues and refining our updates. If something still feels off after the Nov 16th update, please shout out so we can make this right.

We'll keep dropping updates and lurking around for any more questions or feedback you’ve got.

Thanks for sticking with us and for all your honest feedback.

*UPDATE 11/29/2023

Hey everyone,

The Synapse update on 16th Nov has solved the issues faced by many, but we acknowledge that there are some of you who continue to face challenges even post-update. Another patch has been rolled out today, 29th Nov, for owners of Razer headsets with THX Spatial Audio, which include:

1. Fix for THX Spatial Audio being overly loud on the Nari Ultimate, Nari, and Kraken TE – overall volumes are now balanced to be equal with Stereo mode.
    
2. Fix for microphone enhancements not working on the Kraken Ultimate and Kraken Kitty.
    
3. Fix for low microphone volume on the BlackShark V2 Pro (2020) and Kraken V3 Pro.
    
4. Multi-screen video tutorial to show UI updates within Synapse.
    

I can’t see the 7.1 channel configuration under the Speaker Setup Windows menu of the headsets / I don’t see the 7.1 surround calibrator on Synapse.

As part of embedding THX Spatial Audio into the headsets, it is now able to capture the channels earlier in the signal path and processes them BEFORE routing through the Windows Audio Architecture. This is why the 7.1 channel configuration is not visible here, even though it is working on the back end.

A future version of Synapse will come with an updated THX Spatial Audio surround calibrator, to allow users to customize their 7.1 audio by setting virtual speakers positions based on personal preferences.

I can’t see THX Spatial Audio under the Properties tab of my headset.

You guys may currently see Microsoft Audio Home Theater Effects instead under Audio Enhancements if you’re on the latest version of Windows 11. The THX driver is still present and working, embedded within the Windows Home Theatre driver as a correction for Windows OS. To avoid further confusion, this upcoming 29th Nov Synapse update will also restore the visibility of THX Spatial Audio under the Audio Enhancements screen.

For example, instead of “Microsoft Audio Home Theater Effects”, you will now see “THX Spatial Audio (BlackShark V2 Pro)”. Do note that this is just a naming update for clarity.

How do I verify that that THX Spatial Audio has been installed correctly on my PC?

For both Windows 10 and 11: Under your installed apps list, you should be able to see “THX Spatial Audio” after the 29th Nov update, version 3.0.36.0.
 

For Windows 11: You may also refer to the audio enhancements section, where it will now be reflecting “THX Spatial Audio (Headset)”.

Our team is continuing to work on the fixes, and some of you should have been pinged directly by our Customer Advocacy team. They are also still on-standby and ready to assist for those who still need help.

Rest assured that all feedback is being monitor and investigated – and we will continue our attempts in resolving any outstanding issues reported.

*UPDATE 12/3/2023

Hey all,

We’re glad to see this patch solving the bugs for most of you.

Some quick pointers on the common questions:

1. Try restarting your PC after the update if you still face bugs and re-connect your headsets as well. I know this sounds like a cliché step, but we’ve had many users who resolved their bugs just like this.
2. Don’t worry if you’re seeing both the THX Spatial Audio 3.0.30.0 and 3.0.36.0 in your Windows Audio Properties. The newest version will always be used automatically (that’s currently 3.0.36.0). If you’d like to, you may uninstall 3.0.30.0 from the Windows Apps and Features menu – just don’t forget to reboot your system after the uninstall. You may not necessarily see the exact last 8 digits in “THX Spatial Audio USB 1532-0527”, those figures will be different based on your headset model.
3. If you still encounter problems after the Nov. 29th patch, feel free to reach out directly to Support for further help and troubleshooting.