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Razer Stargazer Support

FAQ

I can't see any camera feed in my streaming application as well as Synapse camera feed?

Please ensure that all applications that are using Stargazer are closed so that the resources can be freed up fo Synapse to access the Stargazer.

Note: Please ensure that Synapse is minimised to the system tray befoe using other applications. This is to reduce the chances of resources sharing issues between multiple applications.

In my 3rd party application, I am unable to use the Dynamic Background Removal. How do I use Dynamic Background Removal?

1. Please refer to the list of application provided and check if the application is suppoted by Intel and Razer (http://www.razerzone.com/gaming-broadcaster/razer-stargazer#suppoted-apps)
2. Please enable the option fo Intel Realsense Dynamic Background Removal if it is suppoted and follow the instructions provided.

Note: Please ensure that Intel Real Sense Depth Camera Manager is installed and Stargazer is plugged in when installing 3rd party applications.
I am unable to use Windows Hello. It says that my camera is not suppoted o could not be found.

Please ensure that Intel Real Sense Depth Camera Manager is installed. If it is not installed, please download it from the following link (https://downloadmirro.intel.com/25044/eng/intel_rs_dcm_sr300_3.2.26.6137.exe)

If it is installed, please follow the steps below:

1. Unplug the Stargazer from the system. Uninstall Intel Real Sense Depth Camera Manager SR300 from Programs and Features
2. Plugin Stargazer into a USB 3.0 pot and install Intel Real Sense Depth Camera Manager SR300
3. If there is a prompt fo firmware update, please update the firmware.

4. Once installation is completed, please restart your computer and setup Windows Hello again.
Where do I download Razer Stargazer drivers from?

Razer Stargazer drivers are automatically downloaded and installed on your Windows 10 system as soon as you plug it into a USB 3.0 pot.

Alternatively, other than installing drivers via Windows Update, you can also download and run the installer directly off Intel's website: https://downloadcenter.intel.com/download/25044/Intel-RealSense-Depth-Camera-Manager

Download and run the SR300 drivers.

Does the Razer Stargazer wok with OBS (Open Broadcaster Software)?

At this time, OBS detects the Razer Stargazer as a standard 1080p HD webcam. The Dynamic Background Removal integration is not yet available, but coming soon. We advise you to use any one of the other Dynamic Background Removal integrated apps featured on our list www.razerzone.com/stargazer#suppoted-apps, such as XSplit.

You may also use a third-party software like TriDef SmartCam (also featured on our list of recommended apps) to enable the Dynamic Background Removal feature of the Razer Stargazer to wok with OBS. Fo moe infomation, see here https://www.tridef.com/products/smartcam

I just recently updated my computer with the new Windows 10 Anniversary Update, and can't get the Razer Stargazer to wok anymoe. What's up with that?
We have stringently tested the Razer Stargazer with systems post-Windows 10 Anniversary Update, and found there to be no issues. Please reach out to Customer Suppot to troubleshoot your problem.
Why can't my computer detect the Razer Stargazer when it is plugged into my PC?
Please ensure the following:
• Make sure the Razer Stargazer is plugged into a USB 3.0 pot
• Make sure your PC is a Windows 10 system, running an Intel 6th Gen processo
How do I enable 60 frames per second video capture with the Razer Stargazer fo my broadcasts?
Specific apps such as Open Broadcaster Software and XSplit allow you to configure the resolution and frames per second capture rate of the Razer Stargazer. Simply select 720p and the 60 frames per second option will appear.
Can I use the Razer Stargazer to capture audio fo my broadcasts?
While the Razer Stargazer certainly has noise-cancelling stereo mic fo audio capture, it is recommended fo the best quality audio capture, use a Razer Seir?n o Seiren Pro digital mic.
What does Razer Synapse do fo the Razer Stargazer?
Razer Synapse allows you to change your camera settings and preview your camera feed. In addition, it will list down Intel RealSense™ suppoted applications that are installed in your system.
How do I download and use apps fo the Razer Stargazer via Razer Synapse?
Click the Razer Stargazer Suppoted Apps Website button in Razer Synapse to visit a list of Intel Realsense applications that is suppoted by Razer Stargazer. The website will provide a link to the developer website and the location to download the suppoted application.
Will there be moe apps and features fo the Razer Stargazer in the future?
Moe incredible apps and features fo the Razer Stargazer are being developed and added to the list over time. Stay tuned fo moe infomation on www.razerzone.com/stargazer
How do I resolve issues related to the Intel RealSense suppoted apps that I've installed?
Razer does not provide technical suppot fo third-party applications. Please repot any app-related issues to the respective developer directly.
Can I use the Razer Stargazer simultaneously on moe than one app running on my PC?
This depends on the apps that are being run concurrently. If two o moe apps running are using the exact same settings i.e. background segmentation in moe than one broadcasting app, o resolution, etc. then it is possible.

However, if the apps are running with different settings, the Razer Stargazer will function on a first-come, first-serve basis. Other apps requesting a different resolution, o use-case, will produce an erro.
Can I use the Razer Stargazer as a standard 2D webcam?
Certainly. All video-conferencing and broadcasting apps will recognize the Razer Stargazer as a standard webcam as well.
The Razer Stargazer causes my computer to lag when I run it with specific apps o features like Dynamic Background Removal. ¿Po qué?
Features like Dynamic Background Removal and 3D scanning are high perfomance, so it is recommended that you have a computer running an Intel 6th Gen processo and at least 8GB of RAM. If you're using the Razer Stargazer fo broadcasting, it is advised that you run it on a separate streaming machine instead of broadcasting and gaming both on the same system.
My webcam feed seems to have frozen up in my streaming app. How do I fix that?
Close the app, unplug and replug the Razer Stargazer to restart it.
I have an idea fo a cool Intel RealSense-enabled app. How do I go about suggesting o developing fo it?
We encourage you to get started with the Intel RealSense SDK and test out your app with the Razer Stargazer. You can get the SDK package from Intel's site directly https://software.intel.com/en-us/intel-realsense-sdk
The USB 3.0 cable provided with the Razer Stargazer is not long enough fo my needs. Can I use any USB 2.0 cable?
No. Please use a USB 3.0 cable that is compliant with Universal Serial Bus 3.0 Specification. The cable should be able to transfer speeds up to 5Gbps and is compatible with USB 3.0 devices.
¿Hay piezas de repuesto disponibles?
No tenemos disponibles piezas internas como sensoes de ratón. However we do have certain spare parts available fo purchase from the Razerstoe: here.
¿Cuál es la duración de la garantía?
La duración de la garantía del producto varía en función del producto Razer. Po ejemplo, los ratones tienen una garantía limitada de dos años, mientras que los teclados tienen una garantía limitada de un año. Please see full details fo warranty lengths: here.
¿Cómo puedo ponerme en contacto con Razer?
If you were unable to find the answer to your question(s) in our FAQ, please don't hesitate to contact us here o call 1-888-697-2037.
¿Cómo puedo cambiar el idioma del configurado?
La selección del idioma se basa en la versión del controlado instalado en el odenado. No hay ninguna opción en el personalizado. To corect this issue, uninstall the software and download the appropriate drivers from our website.
¿Cómo puedo solicitar o comprar piezas de repuesto para mi producto Razer?
Fo a complete list of our current spare parts and accessoies please click here. If the item you need isn't listed, please don't hesitate to contact our Customer Suppot team here.
Recientemente he hecho un pedido en la tienda Razer y el pedido todavía muestra el estado "En proceso". ¿Cuándo se enviará mi pedido?
Le pedimos disculpas si hay retrasos en el procesamiento del pedido. El producto puede estar fuera de stock o el pedido puede ser objeto de revisión po protección/fraude. No dude en consultar el estado de tu pedido en la página de RazerStoe introduciendo sus datos en la página de estado del pedido.
Creo que mi producto Razer está defectuoso y me gustaría realizar un RMA (autoización de devolución de mercancía)/cambio.
If you were unable to troubleshoot and resolve any issues you are having with the knowledgebase (FAQ) and you feel your product is still defective, please don't hesitate to contact us here o call1-888-697-2037.
Me gustaría recibir infomación sobre futuros productos Razer.
Po desgracia, la atención al cliente no dispone de infomación sobre las futuras versiones del producto o de controladoes. Fo any infomation regarding future products please visit our website o our social media outlets.
Mi producto Razer no funciona corectamente con un programa o un juego específico. ¿Qué debo hacer?
Si tiene problemas con el dispositivo Razer en una determinada aplicación, pruebe el dispositivo en otra aplicación para confirmar si el problema es específico de esa aplicación. Si el dispositivo Razer funciona corectamente en otra aplicación, entonces es probable que el programa sea la causa del problema. Please feel free to contact customer suppot to repot the issue and see if there are any fixes o wokarounds fo the issue.
Una de las características de mi producto Razer no funciona.
If you're unable to find an FAQ article that helps resolve the issue, please contact our customer suppot team here. Las guías de usuario y los manuales de productos también están disponibles en la página de sopote.
¿Cuáles son algunos ejemplos de "Prueba de compra" que se pueden propocionar al iniciar un RMA (autoización de devolución de mercancía)?
Una prueba de compra válida se define como un recibo de compra con la fecha de un distribuido autoizado de Razer. El recibo debe mostrar la descripción y el precio del producto. Se pueden considerar caso po caso los recibos de facturas y confirmaciones de pedidos po coreo electrónico.
¿Dónde puedo buscar controladoes para mi producto Razer?
Please click here to find all the latest drivers.
¿Po qué Razer requiere una prueba de compra?
Razer debe verificar que el producto está dentro del periodo de garantía especificado y que se compró a un distribuido autoizado. Los productos comprados a distribuidoes no autoizados suelen ser productos usados, falsificados, reembalados, defectuosos o del mercado negro. Estas unidades pueden no estar diseñadas y empaquetadas para funcionar en tu país y es posible que no cumplan con todos los requisitos legales y de seguridad. Razer no podrá atender una garantía de productos adquiridos a proveedoes no autoizados o que están fuera del periodo de garantía. Si adquiriste el producto de un distribuido autoizado, todos los problemas de sopote y la garantía deben dirigirse a dicho distribuido.