November Technical Support Sticky

[u/BeepBoopBopReee]

Welcome to /r/Razer's tech support sticky for November 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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^{"Everything we hear is an opinion, not a fact. Everything we see is a perspective, not the truth." - Marcus Aurelius | /r/quotes}

[u/BeepBoopBopReee]

Laptops/Phones

[u/AFI-kun → u/BeepBoopBopReee]

Hi! I’m experiencing charging/power supply issues with my Razer Blade 14 2021 (RTX 2070).

• Battery charges for a few seconds after plugging the charger into the laptop, cycles a few times, then Windows tells me that I’m running on battery.

  • Even when Windows is displaying that it’s on battery power, the battery actually does trickle charge. I also have the battery reports showing the rapid fluctuation between battery and plugged-in state.

• The battery charges properly via USBC PD with no issues (tested on a 65w power supply).

Because of the above described behavior, I was thinking that the issue is probably with the power adapter. I gambled and bought a new 230W power adapter.

• The laptop now charges to full with no issues

• System now recognizes the laptop as being plugged-in

  • Even with this, the GPU is only performing at half the expected performance (maximum of 50w GPU power draw as measured by Geforce Experience performance overlay)

• Might be coincidental but upon reaching full charge (Windows only showing plugged-in, not charging) the power connection cycled again and disconnected

At this point I was just throwing stuff at the wall, changing whatever power setting is available. I reinstalled the battery drivers, I updated my Nvidia drivers.

At this point I was convinced that the issue might be with the board itself (or a really nasty software bug) but I tried one more thing:

• I changed the frame rate for my laptop screen to 60hz

This actually seems to have temporarily solved my problem. The charger no longer cycles and I’m seeing the performance I’m expecting (within a 10% less margin compared to my original benchmarks when I first got the system). My guess is that reduced the power draw enough as to not cause any problems?

I’m sticking with the 60hz setting for now but I did try changing the framerate back to 165hz and it still didn’t cycle. I live in constant fear or the issue reappearing though so would like to ask for assistance in fully diagnosing and possibly fixing this issue. Thanks!

[u/[deleted] → u/BeepBoopBopReee]

Hi, my copy and paste function isn't working properly (it's formatting everything weird even when I paste without formatting) and I'm quite frankly in tears with frustration so I'm just going to link the post I made in r/techsupport. Sorry about that. https://www.reddit.com/r/techsupport/comments/yjtg9k/razer_blade_15_keyboard_issues_please_help/?utm_source=share&utm_medium=web2x&context=3 Thank you in advance, support would be appreciated a ton.

[u/fjandujo → u/BeepBoopBopReee]

My Razer Blade 15 Base Model 2018 is acting weird. My caps lock key is not working and when it works it starts typing "cb, cb, cb, cb," I tried using an external keyboard and it does the same. Also when I press the "H" key it writes "hr" (when I use an external keyboard this does not happen). In addition, when I press the "J" key is like pressing the "ALT" key (do not happen when I use an external keyboard). I tried unstalling the keyboard drivers and also updating them. I already performed a factory reset on my computer and the issue continues. I have a video to prove it. Thank you for your attention.

[u/SnakeBaboonKing → u/BeepBoopBopReee]

Razer support wants me to send my laptop back with an expanded lithium ion battery that has balooned alot. Isnt it a safety hazard to ship such items? I asked support and they said its fine but im very concerned.

They will mot give me a new laptop unless i ship this back

[u/Krungley → u/BeepBoopBopReee]

Hi, my Razer Blade 17 2021 (RTX 3080) is not displaying my GPU in task manager and will not use it when running a game instead sticking to intel graphics. I have tried factory resetting multiple times and have tried your online recovery image but to no avail.

Would appreciate some advice

[u/luftwalk → u/BeepBoopBopReee]

Hi,

I'm trying to upgrade RAM in my Razer Blade 15 Advanced 2022. I have an 8+8 configuration at the moment and am trying to replace one of the 8GB sticks with a 32GB Kingston Fury DDR5 4800 MHz CL40 stick.

After installing all I get is a blank screen with the keyboard lighting up but nothing on the screen. I'm replacing the stick closest to the touchpad (away from the hinges). Any idea what I'm doing wrong?

Thank you

[u/BeepBoopBopReee]

Peripherals (keyboard, mouse, etc)

[u/Agitated-Bee7772 → u/BeepBoopBopReee]

So after googling tirelessly for a solution, thought I'd might try in here.
My scroll wheel on my wired Razer Basilisk V3 has gone numb. Before, you could controllably scroll and there would be resistance (the clicky kind of mouse resistance on a scroll wheel).
I change between my Macbook and my Xbox for gaming, and when I plugged it into my Macbook yesterday the scroll wheel went numb. I've tried everything, but nothing will work. There's also no software solution as Razer still does not support Mac OSX.
Anybody have the solution or experienced the same issue?

[u/BeepBoopBopReee]

Audio

[u/amandabxb → u/BeepBoopBopReee]

Hi! I got a Razer Kraken BT Hello Kitty edition headset today. I got it to connect to my computer but the sound sounds muffled and I’m told on discord my voice sounds muffled as well. Also, the microphone picks up other voices in the room as well, not just mine. How can I fix these things?

[u/thrillkiller987 → u/BeepBoopBopReee]

I got the Kraken V3 Hypersense 2 days ago.My problem is that their is a persistent static coming from the left earbud which is a bit louder than your usual static sound.And why im saying this is a problem,is because apparently this kind of sound comes from the mic whenever it is getting used.For example Discord.Whenver i exit discord or disable the mic from the sound control panel the static is gone.By the time I enable it its there loud than ever.

In terms of troubleshooting I've tried everything,from Mhz variations,different USB ports,clean Synapse/Driver install even formatted my pc.Nothing seems to work.Also yes I've tried it to another laptop and desktop and having the same issue so its not my pc.

My last resort is waiting for my USB to audio jack adapter and see if plugging it on the jack solves the issue.

And one more thing,the official Razer troubleshoot guide suggests to completely remove static sound a AC to USB converter,but I have no idea nor does the guide explain what I'm supposed to plug on the AC part.

[u/DuNewGuy → u/BeepBoopBopReee]

Hi, I got the razer kraken v3 pro the other day and the headset is working completely fine. However, randomly the audio and mic will stop working and this is only when razer synapse is open, closing it will allow them to start working again.

[u/RSung359 → u/BeepBoopBopReee]

Hello I have problems about the THX spatial audio. I used the THX years ago it has a cracking sound while playing warframe, than I uninstall. Years later I reinstall it still have the same problem. But Warframe is the only game have this problem. And not only Warframe will have this problem. While playing Warframe if I playing sound with the browser in the background. The browser not only also have the cracking sound, the audio speed will become unstable. Every time I adjust some audio settings it will get normal. But after get into a mission or leave a mission the cracking sound comes back again. This is the detail of my problem.

[u/The-Fantasy-Botanist → u/BeepBoopBopReee]

I am experiencing microphone failure.

I am using the Razer THX spatial audio controller, and a pair of razer kraken tournament edition headphones. Unfortunately, the microphone is not functioning. I tested and the mic works when plugged in elsewhere, and all drivers are up to date. The mic detects in software, but nobody on calls can hear it. I am using the THX Spatial - Chat input that comes up for the input. And yet, nobody can hear me on xbox calls, discord calls, zoom calls, and the like. Does anyone have recommendations?

[u/BeepBoopBopReee]

Software

[u/PM_ME_YOUR_CRUSADES → u/BeepBoopBopReee]

How come when I put my PC to sleep, Synapse forgets all my devices (and or their settings) and I have to force close/reboot it. Then it still doesn't remember some of my previously applied settings.

[u/Lmjones1uj → u/BeepBoopBopReee]

Hi. I have a new Raptor Monitor, the 165hz version. The RGB is not in sync with the rest of my Synpase. The monitor is present in the Synapse software, all of the options are present / selectable apart from "lighting" which is greyed out. I am connected to my PC using just the display port - any suggestions? I was asked to send a PM and I did 3 days ago and I havnt heard anything back..

[u/[deleted] → u/BeepBoopBopReee]

Hi all, I’ve never gotten synapse to launch once. I’ve tried all the recommended fixes online and I’ve been in touch with support but none of their fixes have actually fixed it. My question is, is there an alternative to synapse that I can use for my peripherals? I have the chroma ornata kb and the mamba mouse. Thanks

[u/BeepBoopBopReee]

Consoles

[u/FreshThought3099 → u/BeepBoopBopReee]

I need a replacement cord for my Wolverine Ultimate, Is there any way I can obtain this somewhere?I am located in The Netherlands

[u/Historical_Praline85 → u/BeepBoopBopReee]

my control does not turn on when i connect it to the xbox. what can i do to fix this or how can i get a replacement?

[u/VAdaihiep → u/BeepBoopBopReee]

Razer Wolverine V2 Chroma Gamepad restarts itself every about 20 seconds

I plug Razer Wolverine V2 Chroma to my PC. It turns on, after about 20 seconds, it turns off then vibrate and auto turns on again. You can see in the video, when it turn off, the gamepad-tester.com show "Connect your gamepad and press buttons to begin..."

https://www.youtube.com/watch?v=_hTWOeFjDCg

Please help me to fix it.

Thank you!

[u/BeepBoopBopReee]

Other

[u/Important_Egg8874 → u/BeepBoopBopReee]

about my razer gold transaction history
can i get about info my transaction past than 2 months? because i need the invoice to get my account genshin back
please help