Razer Ouroboros Support
|Since updating to Windows 10 Razer Synapse does not detect my device and show the correct product configurator. What happened?|
|If you encounter this, please perform Synapse update through Settings > Check for Updates. If the updates not able to run or Synapse not able to load, please uninstall Synapse and download the latest Synapse Framework from Razer support site.|
|The LEDs on my Razer Ouroboros are blinking continuously.|
If you see this happening, please ensure your battery is properly inserted and the correct battery is installed (Do not use non-rechargeable batteries).
Once you have confirmed that, please do the following:
If the LEDs start blinking again:
|Are Razer products available in PS/2 versions? Can I use the products with a USB to PS2 adapter?|
|Razer products are only available and supported in USB mode only. There are no plans to release a PS/2 version, and they will not function properly using a USB to PS2 adapter.|
|How do I clean and maintain my Razer Mouse for optimum performance?|
Before attempting any type of cleaning on your mouse, please unplug it from your computer.
You can clean the sensor using a Q-Tip lightly coated with rubbing alcohol. Let the sensor dry for five(5) minutes before attempting to use it.
We cannot say with certainty what type of dirt and debris may be on your product, or how certain cleaning products may react with it, but we have had good luck cleaning Razer products using commonly available monitor cleaning wipes. To clean the body of your Razer mouse, please take a monitor wipe and use gentle wiping motions. Do not scrub the surface of your Razer mouse.
To get the ultimate experience in movement and control, we highly recommend a premium mouse surface from Razer. Some other surfaces can cause the mouse feet to wear excessively and rapidly.
|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.|
|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.|
|My Razer peripheral will not work properly when used with a KVM switch.|
|We recommend plugging your Razer product directly into your PC. KVM switches are known to cause interruptions in communications between devices and PCs. 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.|
|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 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 the Windows keys and enhanced function keys. Mouse button presses are not programmable to macros.|
|My Razer mouse is out-of-warranty and is not working. Is there any way it can be repaired?|
Razer products are designed to work well beyond when the warranty has expired. However, If you feel your mouse is having issues we first suggest trying the mouse on another computer to ensure the issue is with the mouse and not something within the computer system. If you have narrowed the issue to the mouse itself, there is not really a cost effective repair center that would be able to assist you. Razer does make available some basic external spare parts at http://www.razerzone.com/store/gaming-accessories, but we are unable to supply any internal parts or repair guides.
You can clean the mouse sensor using a Q-Tip lightly coated with rubbing alcohol and then letting the sensor dry for five(5) minutes before attempting to use it. It is rare, but a light shot of air from a can of compressed air can sometime free debris that may be causing an issue.
|How can I contact Razer?|
|If you were unable to find the answer to your question(s) in our FAQ, please don't hesitate to contact us here or call 1-888-697-2037.|
|How can I modify or disassemble my Razer product?|
|We cannot help you in modifying or disassembling your Razer product since that will void the manufacturer's warranty on the unit.|
|How do I change the language of Configurator?|
|The language selection is based on the driver version installed on the computer. There is no option in the Customizer. To correct this issue, uninstall the software and download the appropriate drivers from here.|
|How do I request or purchase replacement parts for my Razer product?|
|For a complete list of our current spare parts and accessories, please click here. If the item you need isn't listed, please don't hesitate to contact our Customer Support team here.|
|I have a coupon / promotional / gift voucher code for the Razer Store. Where can I enter the code so I can use it to purchase products?|
|From your shopping cart page on the Razer Store, please check the box labeled "Enter Promo Code." Enter the code into the box and click "Apply Code." The total price after should reflect the discount.|
|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/fraud review. Please don't hesitate to check your order status at the Razer Store page by entering your information at the Order Status page.|
|I think my Razer product is defective and would like an RMA / exchange.|
|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 or call 1-888-697-2037.|
|I would like information on future Razer products.|
|Unfortunately, Customer Support has no information on future product or driver releases. For any information regarding future products please visit our website or our social media outlets.|
|My Razer product does not work at startup after a cold start, what should I do?|
|Make sure that USB ports are not in "hibernation mode." Please go to your Windows "Device Manager" and click the "+" sign next to "Universal Serial Bus Controllers." Click on any "Root Hub" and select "Properties." 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. Also, 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?|
|If you are experiencing issues with the Razer device in a particular application, test the device in another application to confirm if the issue is specific to that application. If the Razer device functions properly in another application, then the program is likely the cause of the issue. Please feel free to contact Customer Support at http://www.razersupport.com/contact-us/ to report the issue and see if there are any fixes or workarounds for the issue.|
|One of the features of my Razer Product does not work.|
|If you're unable to find an FAQ article that helps resolve the issue, please contact our Customer Support team here. User guides and product manuals are also available on the Support page.|
|What are some examples of a "Proof-of-Purchase" to provide when initiating an RMA?|
|A valid proof-of-purchase is defined as a dated sales receipt from an authorized Razer Reseller. The receipt must show the 1) product description and 2) price. Invoice slips and e-mail order confirmations can be considered on a case-by-case basis.|
|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 code to install directly onto the Razer device that can update, fix, or change functionality of the product.|
|Where can I find drivers for my Razer product?|
|Please click here to find all the latest drivers.|
|Why does Razer require a proof-of-purchase?|
Razer must verify that the product is within the specified warranty period and that it was purchased from an authorized reseller. Products purchased from unauthorized dealers are often used, counterfeit, re-boxed, defective or gray market goods.
These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a warranty on products purchased from an unauthorized dealer or that are out of the warranty period.
If you purchased product from an unauthorized reseller, all support and warranty issues should be directed to that reseller.