HELP with Razer Synapse 2.0!

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Pardex

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Aug 22, 2012
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Dear users:

My name is Pablo and I'm fom Chile, so I will try to explain my problem with my best english.

Since a week ago I have problems with my mouse Razer Naga and my keyboard Razer Marauder.
When I open Razer Synapse 2.0 I'm stucked on a message: "Updating from Razer Synapse 2.0 Razer Naga", but the application is not updating and I can't do anything. Sometimes, I unplugged and plugged the USB cord and I reboot my computer and then the application works, but when I reboot the system again (with the USB cord plugged) the application is stucked again on the same message.

The curious thing is when Razer Synapse 2.0 opens properly the Razer Marauder driver do the same. But, when Razer Synapse 2.0 is stucked on that message, the Razer Marauder driver doesn't open neither.

I tried every single solution: Uninstall-reinstall mouse+keynoard drivers, uninstall-reinstall USB drivers, clean the RegEdit and a lot of more options.

I also contacted Razer Support for like 3 times before. Here is all the situation:
- First message to Razer Support (click the box to see it!):
Hello:
My name is Pablo and I'm fron Chile and I will try to explain you my
problems with my best english.

I reinstalled Windows 7 Ultimate Edition 64 Bits and I finished the
installation with all the system drivers.

So, first, when I tried to use Razer Synapse 2.0 on my Razer Naga Molten
Core, the installation is completed but the program or interface is always
"frozen" on a message "Updating Razer Synapse 2.0 Razer Naga". I tried
with restarting my PC and reinstalling the program and drivers, but it
doesn't work. Everytime when I launch Razer Synapse, the interface is
always with the message: "Updating Razer Synapse 2.0 Razer Naga" and I can
not do anything on the program. My alternative solution for this was
download an older version of the driver, in this case, the Razer Naga Epic
3.02 without Synapse. I did the same, I installed the drivers and
restarted my PC, but when I want to launch the "Razer Naga Configurator"
the program/driver doesn't open and the program doesn't launch. The weird
thing is, when I unplugged the USB cord from the USB port the program
starts and I can use the software. But when I plugged again the USB cord
into the USB port and I restart the PC, the problem start from the
beggining again, the driver doesn't start and I can not do anything, is
always a cycle between: Not responding driver > I unplugged USB cord >
Driver starts > I can use the driver > I plugged the USB cord again > I
restart the PC > Not responding driver again......

So, second, I also have a Razer Starcraft 2 Marauder Keyboard and I have
the same problem that I have with the Razer Naga. I mean, I downloaded the
drivers, I installed the drivers and restarted my PC, but when I want to
launch the "Razer Starcraft 2 Configurator" the program/driver doesn't
open and the program doesn't launch. Is exactly the same like the Naga,
when I unplugged the USB cord from the USB port the program starts and I
can use the software. But when I plugged again the USB cord into the USB
port and I restart the PC, the problem start from the beggining again, the
driver doesn't start and I can not do anything. Same cycle between: Not
responding driver > I unplugged USB cord > Driver starts > I can use the
driver > I plugged the USB cord again > I restart the PC > Not responding
driver again......

I'm really sad about this because I'm a gamer competitor here in my
country and I can not use my gaming stuff as nice as possible.
I will be waiting for your answers and solution. I'm so stressed and
dessesperated and I really need your help and support.

Thank you for your time,
Pablo Acuna.
- First answer from Razer Support (click the box to see it!):
Hello Pablo,

First, uninstall the Naga Epic driver. Then follow the steps below for Synapse.
Please try the following:

*Note: A second mouse is needed*

- Disconnect
- Uninstall Synapse 2.0
- Reboot
- Uninstall .Net Framework 4
- Reboot
- Run Microsoft Updates and apply all available updates for your operating system, rebooting when prompted (This may take some time)
- Install .Net Framework 4 -Standalone from the following links
(http://www.microsoft.com/download/en/details.aspx?id=17718)
- Reboot
- Right click on the Synapse 2.0 installer and choose "Run as Administrator"
- Reconnect

Next, follow these steps for the StarCraft driver.
Please try the following:
1. Uninstall the driver
2. Reboot
3. Then enable compatibility mode:
1. Right-click on the installation file
2. Choose properties and you will see the Admin and Compatibility mode settings there in the Compatibility tab.
-Run it in Windows XP Service Pack 2 mode.
-Also in the Privilege Level section check the Administrator mode box
4. Reinstall by
1. Right-clicking on installation file and running it as Administrator.
5. Run configurator
1.By enabling compatibility mode on it as described earlier from the start menu Razer folder and enable administrator on it as well.
Please let us know if this helps.



Your customer number is 400911840
Please refer to case #:: 402397050 if you have any further questions.

If you need further assistance, you can also reach us online at http://www.razersupport.com. Please include all previous replies when/if responding to this message.

Best Regards,
Matthew H. at Razer Technical Support
support-us@razersupport.com

* Second message to Razer Support (click the box to see it!):
Hello Razer Support:

My name is Pablo and I am from Chile. So, If you have someone spanish - speaker would be awesome.

My customer number is #400911840 and my case number is #402397050.

I got an answer about my Razer Naga Mouse and Razer Marauder. I did all the steps that you wrote on your last answer but I still have the same issue.
Razer Synapse 2.0 is still stucked on this message: "Updating Razer Synapse 2.0 Razer Naga" and I can not use my custom configuration. This also happens with Razer Marauder keyboard, the configuration program doesn't open. So, I'm stucked on the Razer Synapse 2.0 message and the Razer Marauder software that doesn't open.
But, when I unplug and plug the USB cords both sofwares opens automatically and I can use the custom configurations. But then, when I reboot my computer, the problem appears again in both devices.

So I'm thinking that would be a drivers issue with Razer Synapse 2.0 and not with the Razer Marauder driver, because the keyboard software doesn't open when Razer Synapse 2.0 is stucked on the message showed above. It is not a USB problem because all my others USB devices works great on the same USB ports.

Some days ago I got a message about the new update of Razer Synapse telling me that the autoupdate feature now will be manual. Is the new update on your website?

I will be waiting your answers and solutions. I need your help again!

Thanks a lot,
Pablo Acuna.-
* Second answer from Razer Support (click the box to see it!):
Hello Pablo,

Razer only has English support.

Were you able to try reinstalling Synapse?

Did you set the Marauder configurator to open as an admin?

Lets try to reset Synapse and see if it helps with the issue for the Naga.

First I would like you to open up Task Manager and End RzSynapse.exe *32* Process.

Next Copy "C:\ProgramData\Razer" To your clipboard
Press Windows Key + R
-Paste into the Open field
-Press OK
-Delete the Synapse folder

Now go ahead and re-open Synapse from your start menu, You will be asked to log in again. And Synapse will go ahead and start re-installing all of its components for your device. Please make sure to click Ok on all the UAC prompts that will come on. One of them is tricky and will be minimized to the start bar as flashing shield.

Please let us know if this solves your problem.



Your customer number is 400911840
Please refer to case #:: 402403583 if you have any further questions.

If you need further assistance, you can also reach us online at http://www.razersupport.com. Please include all previous replies when/if responding to this message.

Best Regards,
William at Razer Technical Support
support-us@razersupport.com

+ Third message to Razer Support (click the box to see it!):
Hello again Razer Support:

I'm Pablo from Chile.
My customer number is 400911840 and my case number is 402403583.

I got your answer about my Razer Naga and my Razer Marauder issues. I tried your last steps but I can't solve the problems.

Razer Synapse (including the last update that my system showed me today) is still stucked on the message: "Updating Razer Synapse: Razer Naga" so I can't use the custom configurations. It looks that is just a Razer Synapse issue because when Razer Synapse doesn't open, Razer Marauder neither. But when Razer Synapse open properly, Razer marauder do the same.

So, today I updated Razer Synapse with your last update and I get the same issue. Both drivers works fine at first, but when I need to restart my PC the message appears again and both drivers are stucked. I tried unplug and plug the USB cord again and the problem was fixed, but sometimes I unplug and plug and the stucked message is still on the driver. One time, I plugged and unplugged the USB cords and I opened Task Manager and I ended all the Razer processes and then I opened Razer Synapse again, and works (including Razer Marauder driver), but then I restart the PC and the message appears again.

I think is just a driver issue and not a hardware issue, because I have this problem with this 2 Razer peripherals and all my other stuff works great. I tried every single USB port with different peripherals and all USB ports works perfect. I also tried install-uninstall USB drivers. Same with the Razer drivers, like for 10 times before.

I will be waiting your help again.

Pablo Acuna.-
+ Third answer from Razer Support (click the box to see it!):
Hello Pablo,

Thanks for contacting Razer. We have escalated your issue to a specialist who will personally handle your case and get back to you shortly. While most escalations are answered within one to two business days or less, some escalations can take a bit longer due to the nature of the escalation and/or during peak customer demand. We appreciate your patience.

Your customer number is 400911840
Please refer to case #:: 402405834 if you have any further questions.

If you need further assistance, you can also reach us online at http://www.razersupport.com. Please include all previous replies when/if responding to this message.

Best Regards,
Terrell at Razer Technical Support
support-us@razersupport.com

So now I'm waiting for the last message from Razer Support.
I accept any kind of help, I really apprecciate it.

Thanks for all.
 
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F

fsdfds2

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Sep 13, 2012
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Have you tried just wating for a long time to see if it finishes (I had to wait almost 15 minutes before the updater finally finished and it had got stuck on step 3 of 4).
 
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hongsydney

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Apr 12, 2013
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i think you need to wait like 10 minutes.....the update is quite long....hop this help...during the precess....u should not shut down...or disconnect devices...

or u can try this..uninstalled Razer Synapse 2.0 , went to Device Manager and removed the HID compliant device, and also uninstalled the Configurator. After that reinstalled the Synapse, and just worked
 
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hongsydney

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Apr 12, 2013
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10,510
i think you need to wait like 10 minutes.....the update is quite long....hope this help...during the process....u should not shut down...or disconnect the device...

or u can try this..uninstalled Razer Synapse 2.0 , went to Device Manager and removed the HID compliant device, and also uninstalled the Configurator. After that reinstalled the Synapse, and just worked
 
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L

lynspottery

Distinguished
Nov 29, 2011
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I tried this process but could not find just the driver for my mouse. Only the synapse was offered. Really is a pain when you cannot get assistance on their software issues.
 
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ssddx

ssddx

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lynspottery

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Just drivers are not available.
 
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ssddx

ssddx

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May 27, 2009
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it looks like drivers are available for the keyboard. at least it looks like the title lists it as drivers not synapse.

you are right, it looks as if they are pushing all newer mice to use synapse. most of the older mice still have drivers listed.

i found a result which pointed towards the "old naga drivers" http://www.techspot.com/drivers/driver/file/information/14946/ perhaps this can be of use. i just googled for "razer naga driver only no synapse" and it was on a forum post that popped up.
 
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lynspottery

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Nov 29, 2011
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Ironically, when I uninstall the synapse program my system recognizes the mouse just fine and it works. I just cannot map anything to the keys without that darned program.
 
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ssddx

ssddx

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May 27, 2009
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this may be of interest to you:

Seems that Razer has updated there Firmware link again. *Find it below* Also for toughs who need it I have uploaded the leaked driver files to my drop box for download.

Firmware updater: http://dl.razerzone.com/drivers/NagaHex/win/RazerNagaHexFirmwareUpdater_v2.00.01_v3.exe

Drivers: http://db.tt/iIZpUYGl *updated the link*

Just a note from what I have seen, The people who are getting update failed is because Windows inst detecting the firmware update mode of the mouse. So in that case Make sure you navigate your device manager and install the appropriate driver from above. Then run the update again.

Let me know any other info you guys need help with and I will see what I can do to assist. Have been using their products for years.
Edited by RabbitAOD - 5/4/12 at 1:13pm

-----

as an alternative you can say screw razer altogether and use a 3rd party mouse button mapper such as :

http://download.cnet.com/X-Mouse-Button-Control/3000-20432_4-75362562.html
 
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lynspottery

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I really appreciate your assistance. BTW, I just got 4 emails directly from Razer Support Team. It seems they don't coordinate with one another or read the tickets even if referenced. I ended up with 4 different ticket numbers for the exact same problem I am trying to resolve.

I'll see what this last guy will do. At least he was more direct and instead of canned answers with directions, he actually asked me what mouse I was using with the Synapse program. Maybe I have reached someone who can help with this. Unfortunately, the profiles are saved to their own cloud server so it is impossible for me to delete them directly to start from scratch. I suspect because I changed from a death adder to the naga hex, the original profile set for my DA was not purged when I started using my new mouse with updated software.

I'll get back with you when I find something out. BTW that 3rd party software you suggest, does it handle a mouse with more than just the scroll wheel and the two top buttons (left click and right click)?
 
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ssddx

ssddx

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if you do not have synapse 2.0 installed on your pc it doesnt matter if you have information stored on the razer cloud or not.

according to that post it seems that you should update the firmware before you install synapse. at least that it what i get out of it.

from what i read on the program it seems like it can handle more than just the top buttons. go to the product website itself and take a look.
 
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lynspottery

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Firmware? I did not see anything called firmware on the synapse download page. Was there supposed to another item on that before installing the synapse? Seems like some information was totally missing from the Razer site with these downloads.
 
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lynspottery

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You all are going to love this. Heheheheh...I finally got an answer from Razer tech (who actually was quite succinct:
Salutations Gamer,

"Unfortunately due to time restrictions Tier II is unable to call. We have requested your account be reset. Please test again in 6 hours or so."

So I just uninstalled everything Razer related, plugged in an older hp mouse. Downloaded both the new firmware file and the synapse 2 file to my desktop. Once I uninstalled and REMOVED all Razer folders from anywhere on my hard drive, I ran Ccleaner to make sure things were cleaned.

Razer instructions - Please follow the following set of instructions (for Win 8, 7 and Vista):
*Close Synapse 2.0
*Terminate the “RzSynapse.exe” process from the Windows Task Manager.
*Highlight and Copy the following directory “C:\Program Data\Razer” (for this I just navigated to each directory and followed the folders to find the razer/synapse ones.
*Press the Windows Key + R
*Paste the directory into the field and hit Enter
*Delete the Synapse Folder.
*Uninstall the Synapse program from your machine by navigating to - Control Panel\All Control Panel Items\Programs and Features
*Restart your computer.
==========================
After restart I installed the firmware...but what I did was this:
As I did this installer, I made sure to click OK/Allow buttons on the User Account Control (UAC) prompts. (this is the windows uac not the razer uac...lol, light went one when I realized what this was.)

After reinstalling the firmware, I plugged my razer mouse back in and reinstalled the synapse software and then followed the prompts. Have to have the mouse plugged in so that the update actually triggers.

All of a sudden I was able to fix my profiles....but I had to provide razer techs with permission to clean my cloud memory of old profiles or it would not have worked. This is the one key feature that most folks don't know about which causes a lot of frustration. Why they don't include this in their instructions for this type of problem, I have no idea.

Anyway all is good now. Mouse works just fine and the software setup is finally clean and I've reset my profiles the way I want them. I just had to remember to use the + to add a profile before I recreated the ones I wanted.
 
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finalwardrake

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Aug 21, 2013
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I had this same problem. Razer synapse 2.0 would lock up or give an error and close out. I tried several solutions, clean install, I searched everything razer on my computer and deleted it (even Hidden), I closed all non microsoft essential tasks under msconfig, and tried several combinations and reboots. With little help from Razers garbage support (which suggested replacement, which is stupid since is software problem, not hardware). After days of countless attempts and research I found that my antivirus "Webroot" was somehow blocking or conflicting with the update. Even after shutting it down complete through task manager, and everything shutdown through msconfig, it somehow still caused it to lock up or an error. Just like other Virus protections, you can't really get rid of it unless you get another program to specifically wipe it, but after i did completely cleanse my antivirus from my computer it installed and updated fine. This worked for me, yes it makes me nervous it took that and I had to install it unprotected, but it worked for me, and I hope this or variations can help others, because Razer sure as ***k wont.
 
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DeathlyRage

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Mar 27, 2014
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I think I found a easy solution for this problem if it is still occurring. 1. Uninstall all Razer Synapse software and delete folders. 2. Turn off/Uninstall all Microsoft .Net Framework versions. 3. Uninstall/Turnoff ALL Firewall/Antivirus. 4. Reboot. 5. Start Synapse installer. 6. Synapse will install MS .Net Client. 7. Finish install and reboot. 8 Run Update. It works

Alienware 18
Windows 7 64bit
Razer Orbweaver
Logitech G35, G510
Vizio M Razor 32" 120Hz LED TV
 
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Rootwo

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Jun 12, 2014
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