Any ideas? Razer Kiyo Pro Ultra installation broke my audio and video? | Razer Insider
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Any ideas? Razer Kiyo Pro Ultra installation broke my audio and video?

A

I just installed my Kiyo Pro Ultra. I plugged it into my Acer Predator laptop. It installed Razer Synapse. I could initially adjust the webcam picture (which looked great while configuring it). And after pressing “save”, all things broke while running Synapse.

 

Now, while running Synapse, Windows does not recognize any audio devices - system internal or my goXLR mini - there are no audio devices available. Similarly, there are no webcam devices available to choose. Running Synapse lets me theoretically adjust camera settings, but when trying to do so I see now is a fully white square  instead of a picture and there is no red light on the Camera.

I’ve tried: restarting windows, uninstalling and reinstalling synapse, unplugging all devices, replugging them in, resetting the Kiyo to factory settings. So long as Synapse is not running / the Kiyo is not plugged in everything works well on the machine. The second I either run synapse or plug in the camera everything breaks.


So net net, the Kiyo Pro Ultra is now unusable and running Synapse breaks everything else. Anyone else have experiences with this and is there a known solve?

System setup:
Laptop: Acer Predator Helios PH315-55 / 12 Gen Intel(R) Core(TM) i7-12700H 2.70Ghz
Windows: Windows 11 Home 22H2
 

All help appreciated!

Razer.Zionzedd
awesomeAureolincamp098 wrote:

I just installed my Kiyo Pro Ultra. I plugged it into my Acer Predator laptop. It installed Razer Synapse. I could initially adjust the webcam picture (which looked great while configuring it). And after pressing “save”, all things broke while running Synapse.

 

Now, while running Synapse, Windows does not recognize any audio devices - system internal or my goXLR mini - there are no audio devices available. Similarly, there are no webcam devices available to choose. Running Synapse lets me theoretically adjust camera settings, but when trying to do so I see now is a fully white square  instead of a picture and there is no red light on the Camera.

I’ve tried: restarting windows, uninstalling and reinstalling synapse, unplugging all devices, replugging them in, resetting the Kiyo to factory settings. So long as Synapse is not running / the Kiyo is not plugged in everything works well on the machine. The second I either run synapse or plug in the camera everything breaks.


So net net, the Kiyo Pro Ultra is now unusable and running Synapse breaks everything else. Anyone else have experiences with this and is there a known solve?

System setup:
Laptop: Acer Predator Helios PH315-55 / 12 Gen Intel(R) Core(TM) i7-12700H 2.70Ghz
Windows: Windows 11 Home 22H2
 

All help appreciated!

Hi @awesomeAureolincamp098,

 

Have you tried updating the Synapse app? Try checking in the device manager as well if there are any drivers with errors next to them. If that didn’t help, PM me the serial number so I can verify its model and check my resources for model-specific workarounds to help you. Thanks!

A

Thanks Razer.Zionzedd - I did try updating the Synapse app. It did not resolve the issue.

 

I will DM you but posting here also for visibility. A temporary workaround I found was to go to Bluetooth & devices > Devices and disable the audio device “Razer Kyio Pro Ultra” - that restores both audio as well as the video capabilities of the Kiyo temporarily.

 

All this is reversed if I click “Save” on camera settings at any point, or restart the computer, at which point audio disappears, camera stops working etc. So it’s still an issue - I can just make it work short term.

Razer.Zionzedd

@awesomeAureolincamp098 Thanks! I received your PM and already responded to it. Let’s just continue our conversation privately so I can assist you accordingly. 

aeroplaneLightGreen321

Have you managed to fix this issue? I’m experiencing the same :( 

P
  • PatchP
  • Insider Mini
  • March 20, 2024

Just got an Acer Predator Helios 300 myself and having the same/similar issues with plugging in my Razr Kiyo in. I ended up uninstalling Synapse and trying other fixes and it worked fine for about a week/10 days and now when I plug in my Razr (I use it on several devices so plug and unplug it into my laptop often) it either tries to install Synapse or not, but either way it disables the existing sound output and input settings which is very frustrating!

K
1 person likes this
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    kiwitelf
OldMossGreenfeverhit620

same issue with Acer Nitro V (Intel version). Sent brother a dm. 

bitLiverDogsCITRINE960

Same issue! What’s the resolution?


I have a computer - pretty good system I’ve used with no problems for years. After installing Kiyo Pro Windows messes all my audio up.
 

E

Hello, exactly the same issue.

When I remove the Razer Kiyo from Audio devices (Bluetooth section), everything runs as usual.

If I physically disconnect and reconnect the camera once it’s removed from the Audio Devices, it works as well. But every time that I restart my laptop, I have to follow this process...

E

In case more people have the same issue, upgrading the firmware of the Razer Kiyo solved my problem after several hours of searching for a solution online.

 

➡️ This is the link that worked for me: https://mysupport.razer.com/app/answers/detail/a_id/1664/~/razer-kiyo-firmware-updater-%7C-rz19-02320

I
1 person likes this
  • I
    itsjohnray
I

The new FW linked above solved it for me. Thank you!

Q
awesomeAureolincamp098 wrote:

Thanks Razer.Zionzedd - I did try updating the Synapse app. It did not resolve the issue.

 

I will DM you but posting here also for visibility. A temporary workaround I found was to go to Bluetooth & devices > Devices and disable the audio device “Razer Kyio Pro Ultra” - that restores both audio as well as the video capabilities of the Kiyo temporarily.

 

All this is reversed if I click “Save” on camera settings at any point, or restart the computer, at which point audio disappears, camera stops working etc. So it’s still an issue - I can just make it work short term.

Just had to make an account to tell you that you are a god amongst men. Thank you!

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