I'm not a beta tester. Why am I being forced to upgrade to a broken synapse 4? it does not save global keys. | Razer Insider
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I'm not a beta tester. Why am I being forced to upgrade to a broken synapse 4? it does not save global keys.

  • August 24, 2025
  • 14 replies
  • 274 views
A

Subject: Global Shortcuts disappear after adding (not saved on refresh)

Hello Razer Support,

I’m having an issue with Global Shortcuts in Razer Synapse: shortcuts I add seem to be created, but they disappear as soon as the window/UI refreshes or after restarting Synapse.

Summary

  • Product: Razer Synapse 3 (updated to latest today)

  • OS: Windows 11 Pro 24H2 (build 26100)

  • Razer ID signed in; cloud sync enabled

  • Devices: Razer keyboard and mouse (can provide exact models/serials on request)

Steps to reproduce

  1. Open Synapse → Global Shortcuts (or Shortcuts section).

  2. Click “Add” and set a new global key (e.g., Ctrl+Alt+F12) → assign action.

  3. Click Save/Confirm. The shortcut appears in the list.

  4. Refresh the view (switch tab, reopen Synapse, or restart the app).

  5. The newly added shortcut is gone.

Expected: the shortcut remains saved and works globally.
Actual: the shortcut disappears after the UI refresh/restart.

What I’ve tried

  • Sign out/in of Razer ID; toggle cloud sync off/on.

  • Close all Razer processes and restart Synapse (with and without admin).

  • Repair Synapse via Apps & Features → Modify/Repair.

  • Clean reinstall (removed Razer folders in %AppData%, %ProgramData%, and Program Files, then reinstalled).

  • Disabled third-party overlays and background utilities to rule out conflicts.

  • Tested on a fresh local Windows user profile.

The behavior is consistent: Synapse “pretends” to add the shortcut, but it doesn’t persist.

Requests

  1. Is this a known issue with Global Shortcuts or cloud profile sync?

  2. Please advise a reliable way to reset/repair the shortcuts database or force a clean cloud/local profile for shortcuts only.

  3. Let me know how to collect and send the correct logs (Synapse log collector / Feedback tool) and which files you need.

I can provide exact device models/serials, logs (including a screen recording), and msinfo32/NFO if helpful.

 

    S
    G
    S

    14 Replies

    FiszPL
    Vanguard
    Forum|alt.badge.img+1
    • FiszPL
    • VANGUARD
    • August 25, 2025

    I’d recommend to submit it as a bug directly via Synapse itself.

    Open synapse → click your profile avatar icon located in top right side → feedback: and select customer support/report bug option. Also be sure to include the logfile.

    A
    • AleFranz
    • Insider Mini
    • August 26, 2025

    Can confirm this is currently broken, but happen recently.
    Shortcuts were working fine, but I’ve opened the tab as I wanted to add a new one and all my shortcuts got reset and now they don’t stick

    B
    A
    A
    • Andaletru
    • Author
    • Insider Mini
    • August 27, 2025

    Can confirm this is currently broken, but happen recently.
    Shortcuts were working fine, but I’ve opened the tab as I wanted to add a new one and all my shortcuts got reset and now they don’t stick

    I wrote to them about this. The problem described here was just one of a series of glitches on my various razer devices. They sent me to the forum to deal with my problems and not to distract me with trivial matters. The official position is: "synapse 3 is not safe. Switch to the stable and secure synapse 4"

     

     Technical support response:

    "Sheena (Razer Support)

    24-Aug-2025 07:01 PM PT

     

    Hi Andrew, 

    Thank you for contacting Razer. My name is Sheena and I'll be your support agent today.

    We value your support and we’re thankful that you’re a part of the Razer community. 

    However, as part of our ongoing security measures, we apologize for not being able to provide further support for your Razer product. 

    Despite this, we would still like to help by directing you to our website, which contains extensive troubleshooting guides and comprehensive product information. 

     

    Kindly refer to www.razer.com for all your information needs. 

     

    Thank you for your kind understanding of this difficult circumstance that we are in. 

     

    Take care, but most importantly, stay safe. 

     

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

     

    Sincerely,

    Sheena

     

    Razer Support Team

    mysupport.razer.com"

     

    FiszPL
    Vanguard
    Forum|alt.badge.img+1
    • FiszPL
    • VANGUARD
    • August 28, 2025

    Can confirm this is currently broken, but happen recently.
    Shortcuts were working fine, but I’ve opened the tab as I wanted to add a new one and all my shortcuts got reset and now they don’t stick

    I wrote to them about this. The problem described here was just one of a series of glitches on my various razer devices. They sent me to the forum to deal with my problems and not to distract me with trivial matters. The official position is: "synapse 3 is not safe. Switch to the stable and secure synapse 4"

     

     Technical support response:

    "Sheena (Razer Support)

    24-Aug-2025 07:01 PM PT

     

    Hi Andrew, 

    Thank you for contacting Razer. My name is Sheena and I'll be your support agent today.

    We value your support and we’re thankful that you’re a part of the Razer community. 

    However, as part of our ongoing security measures, we apologize for not being able to provide further support for your Razer product. 

    Despite this, we would still like to help by directing you to our website, which contains extensive troubleshooting guides and comprehensive product information. 

     

    Kindly refer to www.razer.com for all your information needs. 

     

    Thank you for your kind understanding of this difficult circumstance that we are in. 

     

    Take care, but most importantly, stay safe. 

     

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

     

    Sincerely,

    Sheena

     

    Razer Support Team

    mysupport.razer.com"

     

    Great support 👏

    ​@Razer.Ten ​@Razer.Zionzedd ​@Razer.Aero ​@Razer.ScarletRouge - is it possible to do something in this can case?

     

    B
    • batterseadog
    • Insider
    • August 28, 2025

    Like Ale Franz, I’ve lost all of my Global Shortcuts and 

    Subject: Global Shortcuts disappear after adding (not saved on refresh)

    Hello Razer Support,

    I’m having an issue with Global Shortcuts in Razer Synapse: shortcuts I add seem to be created, but they disappear as soon as the window/UI refreshes or after restarting Synapse.

    Summary

    • Product: Razer Synapse 3 (updated to latest today)

    • OS: Windows 11 Pro 24H2 (build 26100)

    • Razer ID signed in; cloud sync enabled

    • Devices: Razer keyboard and mouse (can provide exact models/serials on request)

    Steps to reproduce

    1. Open Synapse → Global Shortcuts (or Shortcuts section).

    2. Click “Add” and set a new global key (e.g., Ctrl+Alt+F12) → assign action.

    3. Click Save/Confirm. The shortcut appears in the list.

    4. Refresh the view (switch tab, reopen Synapse, or restart the app).

    5. The newly added shortcut is gone.

    Expected: the shortcut remains saved and works globally.
    Actual: the shortcut disappears after the UI refresh/restart.

    What I’ve tried

    • Sign out/in of Razer ID; toggle cloud sync off/on.

    • Close all Razer processes and restart Synapse (with and without admin).

    • Repair Synapse via Apps & Features → Modify/Repair.

    • Clean reinstall (removed Razer folders in %AppData%, %ProgramData%, and Program Files, then reinstalled).

    • Disabled third-party overlays and background utilities to rule out conflicts.

    • Tested on a fresh local Windows user profile.

    The behavior is consistent: Synapse “pretends” to add the shortcut, but it doesn’t persist.

    Requests

    1. Is this a known issue with Global Shortcuts or cloud profile sync?

    2. Please advise a reliable way to reset/repair the shortcuts database or force a clean cloud/local profile for shortcuts only.

    3. Let me know how to collect and send the correct logs (Synapse log collector / Feedback tool) and which files you need.

    I can provide exact device models/serials, logs (including a screen recording), and msinfo32/NFO if helpful.

     

    I have the exact same issue since Synapse last updated.
    • All my Global Shortcuts disappeared from Synapse
    • Creating new shortcuts fail to save/persist once I leave the Global Shortcuts tab

    Running on:
    Latest Windows 11 Home edition 24H2 26100.4946 (fully patched)
    Synapse: 4.0.86.2508190742 (updated: 19 Aug 2025 - when the problem began)

    I’ll play the patience game until Razer eventually fixes the code issue.
    We’ve been down this road before.
    I’m not going to lose any sleep over this.

    B
    • batterseadog
    • Insider
    • August 28, 2025

    Can confirm this is currently broken, but happen recently.
    Shortcuts were working fine, but I’ve opened the tab as I wanted to add a new one and all my shortcuts got reset and now they don’t stick

    Same issue for me. Started on 19 August 2025 after latest Synapse update to 4.0.86.2508190742.

    I’ll wait for the code fix rather than lose sleep.

    S

    Yeah, you’re not the only one — Synapse 4 is still buggy with global shortcuts. I’ve seen others report the same where keys don’t save after restart.

    A couple of things that sometimes help:

    • Disable cloud sync and use only local profile.

    • Run Synapse as admin so it has full write access.

    • Clear %localappdata%\Razer and let Synapse rebuild configs.

    But honestly, it feels like a bug on Razer’s side. Might be worth reporting through their feedback tool so it gets patched.

    B
    A
    B
    • batterseadog
    • Insider
    • August 28, 2025

    My Synapse software just updated to version 4.0.86.2508271151 — the problem persists.
    I’m a pro at completely uninstalling and removing any trace of Synapse from my system, then reinstalling.
    Experience and gut feeling tell me it is a code issue introduced in the previous code release.
    At the moment, I have better things to do.
    I posted here to add visibility to the scope and user impact of the issue.

    A
    B
    • batterseadog
    • Insider
    • August 28, 2025

    For an unrelated reason, I had to restore my laptop from the Razer Recovery image.
    Save yourselves the trouble — the problem is still there after a complete rebuild from a Razer sanctioned OS image.
    Note: I’ve also have yet to update to the latest Windows 11 build as I’m still going through the post-restore reinstall/update everything process.

    I
    • IcarusFate
    • Insider Mini
    • September 16, 2025

    same issue with synapse4

    changing to synapse4-beta the problem is gone

    B
    B
    • batterseadog
    • Insider
    • September 17, 2025

    same issue with synapse4

    changing to synapse4-beta the problem is gone

    Good to know that a fix will be arriving soon. 👍
     

    A
    • Andaletru
    • Author
    • Insider Mini
    • October 18, 2025

    Switched to razer synapse 4 beta. And this version works much more stable than the release version. Global keys are saved, and profiles are consistently switched. So far, I haven't found any problems with my headsets, keyboards, or mice. It's strange that the beta version is much more stable than the release version.

    A
    • Andaletru
    • Author
    • Insider Mini
    • October 18, 2025

    same issue with synapse4

    changing to synapse4-beta the problem is gone

    Good to know that a fix will be arriving soon. 

     

    There are no changes in the release version so far. I checked today.The beta version is working stably. I will use this version.

    B
    B
    • batterseadog
    • Insider
    • October 18, 2025

    same issue with synapse4

    changing to synapse4-beta the problem is gone

    Good to know that a fix will be arriving soon. 

     

    There are no changes in the release version so far. I checked today.The beta version is working stably. I will use this version.

    Thanks Andaletru,

    I’ll wait until I hear back from the group here that the profile and global key fixes have been published to a stable (non-beta) release.
    In the meantime, I’ve disabled and firewall blocked Synapse from updating to avoid anymore more surprises.
    Cheers,
    BDog

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