HELP! No Sound from THX Spatial - Synapse | Razer Insider
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HELP! No Sound from THX Spatial - Synapse

  • December 29, 2020
  • 9 replies
  • 11 views
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I've seen a few of these threads and have tried to troubleshoot this on my own but I am at a loss. I reached out to support via email, but only get a reply once a day in the middle of the night, and progress is extremely slow. I was gifted the Kraken Team Edition for Christmas, and have been unable to get them to work on my Dell XPS 15 7590. I did get them to work on an older HP Envy I have with no problem. I have THX Spatial - Synapse set as the default device and Razer Audio Controller - Chat set as the default communications device. If I run a test in the Windows Sound Control Panel, I can hear the Razer Audio Controller - Chat, but when I test the THX Spatial Synapse I do not hear anything. Testing this in Synapse using the mixer I can not hear anything from any direction. Some of the steps I've taken are as follows:
  • I've uninstalled Synapse and all Razer Drivers following instructions I've seen elsewhere on this forum by a Razer Rep.
  • Ran Windows System File Checker tool
  • I checked Windows for any available updates, installed and restarted my PC.
  • Checked all drivers via Device Manager for any updates, updated and restarted PC.
  • Reinstalled Synapse
  • Tried the above 3 more times when it never worked.
  • Made sure Sonic for windows has its Spatial sound set to off.
Some tech info: Product Number: (*Omitted) Synapse Version: 3.5.1215.121019 Windows Edition: Windows 10 Pro Windows Version: 20H2 OS Build: 19042.685 Any help would be very appreciated.
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    9 Replies

    B
    I also checked the firmware. Ran the updater for Firmware v90 r3 but the installer says I already have the latest firmware.
    B
    Still not working but, I'm just going to update this post with more stuff I tried today. I tried:
    • Checking all cables and ports, ensuring everything looked good and was clean.
    • Checked all volume levels on PC and on Razer USB Controller
    • Uninstalled Realtek High Definition Audio from Device manager, then restarted PC.
    Razer.Speedcr0ss
    Hey everyone! Thanks for posting your concerns here. Please gather your Razer Synapse 3.0 logs by following the steps here. Once done, please follow the steps below: 1. Right-click the Start button. 2. Select Apps and Features. 3. Search for Razer. 4. Select Synapse. 5. Choose to uninstall. 6. "Uninstall" again. 7. Wait for the Razer menu to open, then select "Repair". 8. Wait for the repairing process to finish and restart once it prompts you. 9. Central services will request you to log in, then launch Razer Synapse.
    B
    Still not working. I've got the log file if you can tell me where to send that. Thank you.
    Razer.Speedcr0ss
    Hi bashfulknave. Please submit a case through this link.
    B
    Case No. 201227-000792 I've been going back and forth for days now. It is very slow going when I'm lucky to get 1 reply a day in the middle of the night.
    H
    • Hirorir
    • 1 reply
    • December 30, 2020
    If you get any updates on fixing this, please post this here. Razer has been rather negligent in addressing this issue via messaging to their customers.
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    1 person likes this
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      bashfulknave
    B
    I need some real support here... do you have any agents based in the USA? I only get the same canned trouble shooting suggestions from different support agents. I've had a ticket open going on 10 days with no progress.
    B
    get it together razer... https://www.trustpilot.com/review/razer.com
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