Replies posted by buzzForestGreenWeb889 | Razer Insider

Replies posted by buzzForestGreenWeb889

3 Replies

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darrensoh
posted in Razer Support

Synapse messing with Windows Sleep Mode

After about 3 weeks of back and forth with the Razer team I suddenly got a request to "rate my experience". So I logged into the support portal to find out that they have closed my case with the message attached to this as an image... The tl;dr is they told me it's my problem and I need to format my computer... even though I have repeatedly told them I can 100% replicate this on 3 different devices, immediately after a clean install of Windows with nothing else plugged in and no other drivers interfering. Throughout my correspondence I have repeatedly referred to this thread as well, they don't even acknowledge it's existence. They in no way, are working on solving this issue. Luckily Amazon had a much better support experience and they allowed me to return the device and get a full refund!

53
J
2 years ago
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darrensoh
posted in Razer Support

Synapse messing with Windows Sleep Mode

Alex_F1304What did they demand of you? Remove synapse completely? I don't understand what is the problem to fix this They have been making me jump through silly hoops like giving them my Windows 10 Build number, Razer Synapse Version numbers, making me reinstall all the software and following guides on how to reinstall .Net frameworks. They asked all of this from me, even AFTER I actually highlighted ALL of that information in my very first email. Literally just copied and pasted my original email's section to respond to their questions. Their support staff are no more than call center jockies that follow a script and sends out email templates. I have now been escalated to "tier 2" support, but it's more of the same. It's a real joke. Amazon doesn't want to issue me a refund, cause I had this in it's box for about 3 months, waiting for my Ryzen 5900x to arrive, and I missed the return date. So now I am forced to work with these folks that quite frankly don't want to help.

53
J
2 years ago
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darrensoh
posted in Razer Support

Synapse messing with Windows Sleep Mode

This is absolutely connected to the Synapse drivers that gets installed to control the Razer Device. In my case the rectangular controller for the Kraken Tournament Edition. Synapse creates and installs a bunch of "HID Compliant Devices" and a "HID Compliant Mouse/Keyboard Combo". It is those devices that bump your display out of sleep and I have yet to find anything I can do about that, except for disabling those devices, or unplugging the Headset. At the bottom of this post you can see the analysis of power requests by my computer over a period of time. You can clearly see the HID devices waking up the monitor. To test this yourself you can set your Display Sleep timeout to 1 minute, then open PowerShell in Administrator mode and run the command "powercfg /energy /trace /d c:\\temp /duration 120" .This will create a ".etl" trace that you can view in "Windows Performance Analyzer" I have an open Support Case with Razer about the issue, but I have found posts going back to 2015 comp

53
J
2 years ago

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