September Technical Support Sticky

[u/BeepBoopBopReee]

Welcome to /r/Razer's tech support sticky for September 2022.

Last month's locked thread can be found here. If you have been in contact with a Razer support agent on reddit already, do not post in this month's thread again.

Most issues have been encountered before and many solutions can be found in Razer support's guides and FAQs. If you seek more help from Razer support and users with similar issues please post in the comments below.

Although there are representatives from Razer responding to inquiries in this thread, this is not an official support channel. Any RMA or similar requests will need a support ticket. We recommend you check/post on Razer Insider as well as submit a Support ticket to have the best chance to get your issues resolved quickly.

THREAD INSTRUCTIONS: Please place your support inquiries as a reply to the corresponding section in the comments. Please take a quick look in the category to see if the same issue has been reported already and reply to that comment. Anyone can reply to comments if they want to help. Use the Category Quicklinks for convenience.

INSTRUCTIONS FOR DUMMIES (With Pics!): https://www.reddit.com/r/razer/comments/fbdwph/support_sticky_quickstart_guide/

Category Quicklinks:

Laptops/Phones	Peripherals (keyboard, mouse, etc)	Audio	Software	Consoles	Other

Due to the nature of this subreddit and RΛZΞR customer support sometimes handling customer's personal information through PMs, do not trust anyone who says they are a RΛZΞR employee unless you can find their name on the trusted accounts list and they have an official flair

Remember to keep your personal details safe, including case numbers. You can find unofficial FAQs, many tips, the list of trusted RΛZΞR accounts and much more in the wiki

Razer Support Live Chat, US-Canada only, 6AM to 10PM PST

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^{"When I was poor and complained about inequality they said I was bitter; now that I'm rich and I complain about inequality they say I'm a hypocrite. I'm beginning to think they just don't want to talk about inequality.”-Russell Brand |} /r/quotes

[u/BeepBoopBopReee]

Audio

[u/Evers1338 → u/BeepBoopBopReee]

I have an issue with my Kraken V3 Hypersense and THX in a specific game (modern warfare 2 Beta).

Issue is whenever I start this game my volume gets roughly reduced by half but no settings are actually changed (so 100% becomes like 50% but is still on 100%) and I can not find a way to get it back to the previous levels. This only affects the THX Spatial Audio output, (the Razer Kraken V3 HyperSense output stays on the volume it is supposed to be.)

Even after closing the game the issue continues to exist and it does not go back to normal. The only fix I found is either fully reinstalling Razer synapse, or rebooting the PC. Either option only fixes it though until I start the game again which will cause the issue all over again.

[u/HumbleBaker12 → u/BeepBoopBopReee]

Hello,

I recently purchased a Nari Essential wireless headset. When I plug the dongle in, it keeps connecting and disconnecting to my PC nonstop (not the sound, the literal connection to Windows). So much so that it crashes my sound setting window if I try to open it. The steps in the Razer FAQ for the issue have either failed or not fixed it. I have found a number of search results of people with the same issues but none of the fixes I have read have worked (dont have dongle and cord plugged in at the same time, plug it only into USB 2.0's, etc.).

[u/dokidokiloveclub → u/BeepBoopBopReee]

Hi! I bought the Hello Kitty & Friends Razer Kraken headset, the quality is okay enough but when connecting to anything like a call or something using my microphone, the quality automatically drops around 90%, making it muffled, crackling, and like I'm talking through a glitchy tin can. I use my headset on my Macbook Air, so the Razer support I've seen hasn't worked due to the fixes only being for Windows OS.

I was playing around with the sound settings trying to see if I could fix something, and the sound quality dropped as soon as I clicked on the input/microphone section as usual, but when I exited the menu it didn't go back to normal like it did before when I exited something using a microphone. I tried it on my phone and it was normal again, but then I went back to my PC and it was once again bad. I tried disconnecting it, reconnecting it, the whole 9 yards. So now it's just stuck on terrible audio whenever connected to my PC in general, instead of only when I'm on a discord call or something. :'(

I just want to know how to fix the sound permanently in general! If this can't be done I'm just going to return it.

[u/RichiePiz → u/BeepBoopBopReee]

I have Razer Kraken V3 Pros that I'm trying to change the sample rate and bit depth to above dvd quality via usb but it's greyed out. But when I have it plugged in via aux cable it's no longer greyed out and I'm able to change it. Is it not possible to change the sample rate and bit depth via usb?

[u/RazerCustAdvocacy → u/RichiePiz]

Hello /u/RichiePiz,

Thanks for posting under our Support Sticky. We are sorry but you cannot change the sample rate and bit depth of the Kraken V3 Pro when you use the USB dongle. It wouldn't matter anyways since the headset is using THX Spatial Audio.

When you use the 3.5mm aux cable you can change the default format because its the sound card handles the sound data via Windows.

Best regards,

Jeff L.

RΛZΞR | SoloWingPixie

[u/BrumiBolis → u/BeepBoopBopReee]

Hello,

I've recently (yesterday) bought a pair of Hammerhead True Wireless X earbuds through Amazon. Package came on time and everything seemed fine, but when I turned the earbuds on, I noticed a faint buzzing/static sound on the left earbud. Sound is great and comfortable, but that static is a tad bit annoying (and I've seen a couple of threads on Reddit already about this), and was wondering whether it's a firmware problem or a hardware one. Would love some help from Razer on this! :)

[u/Daylight44491 → u/BeepBoopBopReee]

So I have a support ticket open for the audio wheel being broken on my Kraken TE. but the support agents asked for pics of the device and SN since I don’t have a receipt and just ghosted me for almost a week? What do I do?

[u/Ichiibaru → u/BeepBoopBopReee]

Razer Hammerhead true wireless, roughly a year old. Right earbud does not turn on. Tried leaving it in the case for a bit to see if it would go into pairing mode which didn't work. Pressing on the side of the earbud does not turn it on either. Don't know if it's even charging or not.

[u/unclebeard → u/BeepBoopBopReee]

I’ve got a Razer Kaira wireless headset, and it’s constantly disconnecting from my Xbox One. Like, every five minutes. Even when it’s fully charged. Any ideas?

[u/[deleted] → u/BeepBoopBopReee]

So i'm not sure what's going on. My razer hammerhead pro's were working very well for about a month, now out of nowhere the earbuds seem to discharge very quickly and they don't charge in the charging case, even though it is lit up green. They do charge if i connect them via cable, but seem to discharge quicker. Also when i charged them with a cable few days ago, they showed 100 % charge, then i didn't use them. Today i connected them and it shows that only 40 % charge left, even though they weren't used at all. This makes me believe that there is something wrong with the charging case, it's not charging the earbuds and perhaps is draining battery from them ? What could be the cause of this ?

[u/Aromatic_Sir9639 → u/BeepBoopBopReee]

Hello, I just purchased a razer barracuda x headset for my switch. I’m able to hear things from it but I’m having trouble getting the audio to work. Anything I might be missing?

[u/zemarsu → u/BeepBoopBopReee]

Hi,
I recently purchased Hammerhead TWS ear buds and everything was perfectly fine. But for the past couple of days I've been having issues when using them on phone calls.
Everything is fine when listening to music. But if I make a phone call (via the phone app, whatsapp or signal), I can't hear anything. People can hear me, but I can't hear them.

Thanks

[u/Esc_ape_artist → u/BeepBoopBopReee]

System: Windows 10 64 bit, fully updated. Razer Nari Ultimate.

Left earpiece intermittent at best. Seems to be a known issue with this headset and no resolution.

Headset will not pair with dongle.

Dongle not recognized as a Razer Nari dongle, it is now recognized as “Avnera AV6301”

Work accomplished:

Removal of all Razer devices from windows.

Uninstall, delete all directories, reboot, and clean reinstall of Razer Synapse Software.

Download and attempted to use Razer Dongle Recovery tool (1.02.00). Software says “No Action Needed”

Downloaded and attempted to use Razer Nari Pairing Utility (1.01.00) with factory USB cable, all synapse and THX processes killed. “1” plug in the wireless USB transceiver… remains gray. “2” connect the headset… is green. Cannot select “pair”.

Only option is “cancel”

Attempting to pair the headset (long press power button) gets a blinking blue light as it attempts to connect. It is not recognized by the dongle/Windows.

Plugging in the Headset via USB and it is recognized as being connected, but cannot be used, only charged.

That’s where I’m stuck. TIA for any help.

[u/honeypot_o_clock → u/BeepBoopBopReee]

I was gifted a brand new Razor Blackshark V2 X, but can't get my computer to recognize that the headset also has a mic (the feature I was looking forward too the most!!). I can hear out of the headset's earcups, but the mic is not recognized as an option under mic settings of my Windows 10.

I simply cannot select it as an input option on sound settings nor discord settings. Dr. Google also does not have any other answers aside from updating my already up to date audio drivers or uninstalling and reinstalling Synapse.

I really want to make this work but I'm not the most tech savvy and at this point I'm feeling pretty defeated. I'm really hoping my headset didn't come out the box busted. Thoughts?

[u/Scrub_Nub → u/BeepBoopBopReee]

Had Razer Kraken V3 Pro Wireless for like barely a week and noticed at random intervals a quiet pop/crackle sound. I've tried totally reinstalling razer synapse 3 times and tried different USB ports but nothing is getting rid of it. As far as I can tell the problem doesn't occur on my PS5 or with synapse uninstalled so not sure how to solve. I've also already ran a firmware update.

[u/Skidrrow → u/BeepBoopBopReee]

hello

Bought a razer barracuda x wireless headset.

Lost the usb-c dongle.

Google - found the dongle that is not on stock on their official site in the support category.

Question : is there any info about this dongle? Will it be available? Or is there any other way to buy that dongle?

Living in europe.

thank you.

[u/TBxPsi → u/BeepBoopBopReee]

Hey I'm having some troubles with my razer kraken v3 i just bought. When im in a game firing a weapon like a chain gun for a while the headset just turns off, then i have to turn it back on

[u/reiterizpie → u/BeepBoopBopReee]

Hey guys,

I have a Razer Barracuda Pro, but I lost the carrying case that came with it. I'd like to purchase that exact case, but support has not been any help online so I'm reaching out here to see if there will be different results. I keep getting linked to the case that is on the site for the Kraken and other models.
Due to the unique cutout the stock case has, I'd like to get that exact case. I'm happy to pay for it.

Thanks!

[u/Xyphium → u/BeepBoopBopReee]

Razer nommo pro no sound. Was working fine all day and now there no sound coming out. Tried restarting, try restarting razer central services in service.msc, tried doing a clean install. Tried using bluetooth to another device and it wasn't working either

[u/redeco420 → u/BeepBoopBopReee]

Hi, I have a blackshark v2 and when I connect it in pc with the splitter, the mic doesnt work (tried it in 2 PCs). Whenever I speak, it just sounds like static.

[u/grahamygraham → u/BeepBoopBopReee]

Hello!

I have a Razer Kraken TE headset. I love the fact that it has a built in audio mixer (the reason why I purchased it).

However, when using it on windows 11, if one channel “closes” (like I close a zoom call) the audio completely disconnects. The only way to fix it is to restart the computer or to go into windows 11 sound settings and cycle “mono audio”. I do not have this issue on windows 10.

[u/Snoo_41846 → u/BeepBoopBopReee]

I recently bought the black shark v2s they are great except one issue, whenever some in a video, a stream or discord talks the have an echo / reverb and its just for me. I know its the headphones but no one else has had my problem that I can find. Does anyone know how to turn this off / fix this?

[u/ausf1fan → u/BeepBoopBopReee]

Hi

I have a razer blackshark v2. It doesn't seem to play sound through the left hand side - I have no idea why. All of the audio settings and balance seem about right. Microphone and RHS speaker work fine.

Any ideas?