Razer: Crashes and Dynamic Lighting

Simbiat

Razer Inc., I am calling you out on quality of your tech support. I've been tearing my hair communicating with them since the moment I, well, communicated with them, but today is just... Infuriating.

I have 2 new tickets. 1 was opened from a previous one about RzSDKServer.exe crashing every few minutes. Granted, your system did not pick-up the previous ticket number and did not link it to the new one, so some context was lost. But even after I clarified the connection, it went completely over the supporters' heads, that I raised a new ticket to let you know that once I uninstalled Chroma Studio (which uses RzSDKServer.exe), it did not only stop the crashes (kind of obvious), but also resolved my problem with some applications (like MS Office apps and Photoshop) seemingly hanging for like 30 seconds before their splash screens. I raised a new ticket specifically to tell you about this, so that you could increase priority of that ticket (or rather whatever internal item, that replaced it, since you did close it with claim that devs are looking into it). Yet, I was asked to provide fresh logs. When I have explicitly stated that I have removed the faulty component, and that this ticket is only to share additional information for the previously reported issue.

2nd ticket is also simple: Basilisk V3 Pro is not recognized by Windows' Dynamic Lighting when connected by Bluetooth (works fine over cable or dongle). Very simple description. Yet I was asked to do a bunch of stuff like charge the battery, use a different cable (?), reinstall Synapse (??) and even send screenshot of the error (???). What error though?.. But that's not all. It looks like support team wants to stop investigation of this ticket, because... I have another opened case. That is the previous ticket I've mentioned. Which has absolutely nothing to do with Dynamic Lighting.

And the thing is, I know that they read the description, because they summarize it in almost every message. So either they do not think at all when reading, or these messages are actually written by AI, which would not explain why it takes several days to get those messages.

Simbiat

Razer, these long sentences about how sorry you are, feel entirely disingenuous, because they only reaffirm, that you have not read or even tried to understand what issue is being reported. The issue reported is not in any way related to Synapse. It is related to how the mouse reports itself to Windows when connected via Bluetooth. I do not know, what Dynamic Lighting needs: GUID? Name? Some sort of flag? Definitely irrelevant to Synapse, because this feature is not in Synapse. And testing this takes at worst 5 minutes.

Simbiat

Kim thinks that the mouse not being recognized by Windows' Dynamic Lighting is caused by Synapse. I think Kim does not know what Dynamic Lighting is and is too scared to ask his peers or maybe too lazy to even just google that. Please, prove me wrong.

Simbiat

2 of your specialists have asked me for a video now. A video. Please, explain to me, what is so unclear in "the mouse is not recognized in Windows' Dynamic Lighting section when connected via Bluetooth, even though it is recognized normally when connected by cable or by dongle", that you need a video? And a video of what exactly?

It's been literally a week (ticket was raised on January 18) and 7 (!!!) specialists and we have not moved an inch. Microsoft, maybe you can explain to them what they need to do to make the device be recognized in Dynamic Lighting over Bluetooth? Maybe you have some link for the developers or something (my googlefu did not find anything obvious)?

Simbiat

Razer Inc., my case finally got a sensible reply. Kudos, Romeo.

The issue is still not solved, of course. Yes, there seems to be no articles (at least official ones) that would confirm or deny Bluetooth support, but documentation does list "wearables", which can imply support for Bluetooth connectivity. The same article also links to doc about "HID LampArray", which is talking about wireless connectivity, but I am not sure if it means dongle-like connectivity or something more generic. Definitely something, that needs confirmation from developers.

Simbiat

Razer, is this a joke? We were past all this crap with Romeo. Synapse is not a factor here, since it's not Synapse that makes the device visible in Dynamic Lighting. I have explained that the mouse is visible in Dynamic Lighting when connected by dongle or cable, and not visible when connected by Bluetooth. I have also asked it before: "What do you want to see on the video?" The issue description should be obvious, and it takes like 5 minutes at worst to test this on your side, if you have the device at hand. Why have not you even tried to do this in a week?

Simbiat

Razer, when will thissstop?.. You need a video "wherein the mouse is connected to your pc via Bluetooth". So technically a video of a static screen. Big brain energy right here.

From the requested information only Windows version is relevant. This is not related to Synapse, since Synapse is irrelevant to Dynamic Lighting. Or rather its irrelevant to Dynamic Lighting seeing the device. RAM/GPU/CPU - completely irrelevant. What, do you want to tell me, that issue is because of bad RAM of too slow GPU or something? At best it could have been related to Bluetooth module, if you've asked for its model and driver version - that would have made sense.

But since you continue to insist to waste not only mine, but also your own time instead of just testing the issue, here's the video. It is the enormous 44 seconds long. It probably took me longer to upload to YouTube. The only real purpose it serves now is to show more people, how you are incapable of very basic testing, which is part of tech support job. And trust me, people will watch this: the other video of Synapse issue is the 3rd most viewed video on my channel, and I definitely did not promote it in any way.

Simbiat

Eventually I was able to get confirmation from them, that there were no plans to support Dynamic Lighting over Bluetooth on Razer side.

As for the crashes and mouse being lost in Synapse, this was fixed eventually as well, I think in like a month of more back and forth, but I do not see that conversaiton in my profile for some reason.