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Common Questions

After closing the firmware updater window, sometimes Razer device stops responding. what can I do to fix this?

If you encountered this, unplug and re-plug your device. You may proceed to update the firmware again, however, it is recommended that you log out from Synapse before proceeding with the update.

After I updated the firmware for my Razer device, it no longer shows up on my Synapse. How can I fix this?

If you encountered this, unplug and re-plug your device or restart your system.

How can I modify or disassemble my Razer product?

Any attempt to modify or disassemble your Razer product will void the manufacturer's warranty.

How do I request or purchase replacement parts for my Razer product?

You can check our complete list of our current spare parts and accessories online, but if the item you need isn’t listed, don’t hesitate to contact our Customer Support team.

I cannot get the On The Fly sensitivity function to work on my Razer mouse. How do I set it?

If a button has been assigned to "On-The-Fly Sensitivity," pressing and holding the assigned button down while moving the scroll wheel up or down will produce a bar on the lower right-hand corner of your screen allowing you to adjust your sensitivity settings.

I recently placed an order on the Razer Store and it still shows my order is "In Process". When will my order ship?

We are sorry if there are any delays in processing your order. The product may be out of stock or the order may be under protection or fraud review. don’t hesitate to check your order status at the RazerStore page by entering your information at the Order Status page.

Is the Razer Naga wireless?

Only Naga "Epic" versions of the Naga feature dual wired or wireless functionality.

What are Master Acceleration and Master Sensitivity Control?

Master Acceleration lets you assign the same sensitivity for both the X and Y axis. Master Sensitivity Control allows for fine-tuning of specific X and Y axis sensitivity.

What buttons can I register for macros on Razer mice?

You can set macros to reflect the majority of keyboard keys except for the Windows keys and enhanced function keys. Mouse button presses are not programmable to macros.

What is on-the-fly macro recording on Razer Mice and Keyboards?

On-the-fly macro recording allows users to record lengthy macros in the game, without having to access driver menus or other software. For example, you can hit the "Macro Record" key and input a sequence of multiple spells in "World of Warcraft" to a specified key. The same sequence of spells can then be executed automatically with the actuation of that one button.

When I boot up my computer and log into windows, my Razer mouse is not responding and requires to be unplug or re-plug to work. How can I fix this?

The mouse is dependent on the motherboard. Check the power savings settings and disable it. Also, check the USB speed settings and set it to Full or Low-speed settings.

Troubleshooting

How do I use the "Surface Calibration" tool to adjust the mouse to my specific mouse pad and gaming style?

The Auto-Calibration feature is available on specific models of Razer mice. The auto-calibration feature on the mouse is set to "ON" by default. When plugging your mouse into your system, your mouse should be sitting on the surface you want to use your mouse on for it to calibrate properly to that surface. The distance to which you want the mouse to cut off tracking is adjustable through the software package that comes with the mouse.

Note: Check first if your Razer mouse has the Surface Calibration feature before trying anything.

How to use the On-The-Fly sensitivity function on my Razer mouse?

If a button has been assigned with "On-the-fly sensitivity", press and hold it while scrolling up or down, this will pop-up a bar on the bottom right-hand corner of your screen allowing you to adjust the sensitivity settings.

Identify or determine the model of the Razer Naga Wired and Wireless

To identify the exact model of your Naga, look at the model number of your Naga and compare it to the list of Razer Naga available.

For more details on your Razer Naga, refer to the list below.

  • Naga Hex - RZ01-00750100

  • Naga Hex V2 - RZ01-01600100

  • Naga Left-Hand Edition - RZ01-01050100

  • Naga 2014 - RZ01-01040100

  • Naga Chroma - RZ01-01610100

  • Naga Classic - XRZ01-00280100

  • Naga Epic Chroma - RZ01-01230100

  • Naga Trinity - RZ01-02410100

For more details on your Razer Naga, refer to the list below.

Note: The "Naga Epic" Versions can be used in wired or wireless modes. All other versions are wired.

Hardware

How does Razer measure the polling rate (ultrapolling) and response rates of their keyboards and mice?

Razer uses digital scopes and USB analyzers connected directly to the motherboard to obtain real and accurate measurements of polling rates.

My Razer peripheral will not work properly when used with a KVM switch. How can I fix this?

We recommend plugging your Razer product directly into your computer. KVM switches are known to cause interruptions in communications between devices and computers. If your Razer product works when plugged directly into the computer, then it is operating correctly and the issue is most likely due to the KVM switch.

Software

My Razer product does not work at startup after a cold start, what should I do?

Ensure that USB ports are not in hibernation mode.

  1. Go to your Windows “Device Manager” and click the + sign next to Universal Serial Bus Controllers. Click on any “Root Hub” and select “Properties.”

  2. Click the Power Management tab and ensure that “Allow computer to turn off this device to save power” and proceed to do this under each Root Hub.

  3. From the Control Panel and Power Options, select the Hibernation Tab and deselect “Enable hibernate support”.

My Razer product does not work correctly with a specific program or game. What should I do?

Test the device if the issue is persistent in other applications. If the device works fine, then the program is the cause of the issue. If this is the case, feel free to contact Customer Support to report the issue and see if there are any fixes or workarounds for the issue.

What is the difference between "driver" and "firmware" updates the Razer Support Site?

Drivers are installed onto your computer and allow your computer to communicate with your Razer product. Firmware updates are hardware level codes to be installed directly to the Razer device that can update, fix, or change the functionality of the product.

Where can I find drivers for my Razer product?

You may find your Razer product’s drivers by going to its support page.