Order Support (2/14/2019, 11:02:36 PM): Welcome to Razer Support, my name is John

K. . Please hold for a few moments while I review your inquiry. For quality
assurance purposes, you may be selected to receive a survey regarding your service
experience.
Order Support (2/14/2019, 11:02:47 PM): For future reference, please take note of
this case number: 02849555.
Order Support (2/14/2019, 11:02:54 PM): Hi, Erik. How are you doing today?
Me (2/14/2019, 11:03:26 PM): Hi, John. I'm good, thanks. Just having a little
problem with my headphone.
Order Support (2/14/2019, 11:03:42 PM): Glad to hear that.
Order Support (2/14/2019, 11:03:48 PM): What seems to be the problem?
Order Support (2/14/2019, 11:03:58 PM): No worries! We are more than happy to help
you on this.
Me (2/14/2019, 11:05:20 PM): I downloaded Synapse 3 for my Lancehead mouse and
Kraken headset but it won't detect my headset. So i tried downloading Synapse 2,
somehow it appeared for a while. Then after restarting the pc, it magically
disappeared again.
Me (2/14/2019, 11:05:59 PM): Until now, i cannot open any options for my Kraken
because it won't appear in the Synapse software
Order Support (2/14/2019, 11:06:27 PM): Ohh, I see. Sounds weird. This is not
something Razer wants you to experience. It looks like I need to involve our
technical support team to further assist you.
Order Support (2/14/2019, 11:06:43 PM): Allow me to place this chat on hold for 2-3
minutes to check their availability.
Order Support (2/14/2019, 11:07:34 PM): It looks like I can get you the help you
need right now, I am going to get one of my colleagues from Tech Support online to
assist you further. I highly recommend having your product number and serial number
handy in case they need it. Is there anything else I can do for you before I get
them on the line?
Me (2/14/2019, 11:07:38 PM): It says not available, just hoping you can help me.
Me (2/14/2019, 11:07:55 PM): okay , copy.
Me (2/14/2019, 11:08:12 PM): nothing, thank you so much.
Order Support (2/14/2019, 11:08:17 PM): I wish I could. But the tools needed for
this is on technical support team. But no worries! I can get you one.
Order Support (2/14/2019, 11:08:20 PM): Awesome!
Order Support (2/14/2019, 11:08:25 PM): Alright. Thanks for your time today! I will
be transferring your chat in a few moments.
Order Support (2/14/2019, 11:09:30 PM): Welcome to Razer Support, my name is Kirt .
Please hold for a few moments while I review your inquiry. For quality assurance
purposes, you may be selected to receive a survey regarding your service
experience.
Order Support (2/14/2019, 11:09:44 PM): Hi! Good day.
Me (2/14/2019, 11:10:02 PM): Hi, Kirt! Can you help me with my Kraken 7.1 V2?
Order Support (2/14/2019, 11:10:10 PM): Yes. Sure.
Me (2/14/2019, 11:10:20 PM): I tried Synapse 2 and 3. It doesn't detect my headset
Order Support (2/14/2019, 11:10:25 PM): I can see here that your device is not
detected in Synapse. Right?
Me (2/14/2019, 11:10:30 PM): Yes.
Order Support (2/14/2019, 11:11:17 PM): Okay. I'm sorry to hear that. Don't worry.
We'll fix this. Can you give me the serial number of your device? So that I can
check it here in my end.
Me (2/14/2019, 11:11:26 PM): Okay hold on
Order Support (2/14/2019, 11:11:31 PM): Sure.
Me (2/14/2019, 11:11:51 PM): HN1751D05601808
Order Support (2/14/2019, 11:12:03 PM): Thanks. Let me check them real quick.
Order Support (2/14/2019, 11:13:04 PM): Hi! I'm back. Thank you for patiently
waiting.
Order Support (2/14/2019, 11:13:16 PM): Just to verify. Your device is Razer Kraken
7.1 V2 Mercury Edition - Digital Gaming Headset - Oval Ear Cushions - FRML
Packaging. Correct?
Me (2/14/2019, 11:13:33 PM): Yes, that's right.
Order Support (2/14/2019, 11:13:58 PM): Alright. Can you verify if this is your
Product Number? RZ04-02060300-R3M1
Me (2/14/2019, 11:14:52 PM): I'm not sure where did you find the R3M1
Me (2/14/2019, 11:15:04 PM): product no. only until 300
Order Support (2/14/2019, 11:15:25 PM): Oh! I see. It's fine. Thanks for the
information.
Me (2/14/2019, 11:15:32 PM): but yes that's the correct no.
Order Support (2/14/2019, 11:15:58 PM): Now. It's possible that this is a hardware
of software issue. Let's isolate the issue first.
Order Support (2/14/2019, 11:16:06 PM): You're using Windows 10. Right?
Me (2/14/2019, 11:16:10 PM): Yes windows 10
Order Support (2/14/2019, 11:17:15 PM): Okay. Upon checking your conversation with
my colleague. I can see here that you said that you have a Lancehead. Is it
detected in Synapse?
Me (2/14/2019, 11:17:47 PM): Yes. With Synapse 3 and Synapse 2. No problem.
(already uninstalled synapse 3)
Order Support (2/14/2019, 11:18:31 PM): Alright. You can hear sound from the
headset right?
Me (2/14/2019, 11:18:39 PM): Yes. Functioning properly.
Me (2/14/2019, 11:18:56 PM): It's just that i cannot tweak the settings. Esp the
chroma :D
Order Support (2/14/2019, 11:19:44 PM): Yeah. I see. Can you please check the
device manager? Tell me if you can see your device drivers on the device manager.
Me (2/14/2019, 11:20:54 PM): Under sound, video and game controllers: Razer Kraken
7.1 V2
Me (2/14/2019, 11:21:07 PM): So it is really detected by windows
Order Support (2/14/2019, 11:22:20 PM): Okay. There's no yellow triangle icon on
that driver?
Me (2/14/2019, 11:22:37 PM): none :(
Order Support (2/14/2019, 11:23:15 PM): Okay. Perfect. Are you using laptop?
Me (2/14/2019, 11:23:24 PM): desktop, Sir.
Order Support (2/14/2019, 11:23:54 PM): I see. Can you try to plug it in on the
back ports of your computer?
Me (2/14/2019, 11:24:08 PM): Okay, hold on.
Order Support (2/14/2019, 11:24:18 PM): Sure. Take your time.
Me (2/14/2019, 11:24:45 PM): Done.
Order Support (2/14/2019, 11:25:00 PM): How was it? Is it now detected?
Me (2/14/2019, 11:25:29 PM): Oh. Wow. It appears now.
Order Support (2/14/2019, 11:25:35 PM): Great!
Me (2/14/2019, 11:25:44 PM): What if it'll be gone again? Just reinsert it again?
Order Support (2/14/2019, 11:26:08 PM): Yes. That's correct. The back ports of the
PC is the most functioning one.
Order Support (2/14/2019, 11:26:20 PM): Because it has more power than in the
fronts.
Me (2/14/2019, 11:26:21 PM): I am using the front USB 3.0
Me (2/14/2019, 11:26:27 PM): oh..
Order Support (2/14/2019, 11:26:44 PM): Yeah. But it's about the power usage of the
ports.
Me (2/14/2019, 11:26:52 PM): At least I learned something new. Thank you so much.
Me (2/14/2019, 11:26:57 PM): I have 1 more question, please
Order Support (2/14/2019, 11:26:57 PM): It's not quite enough.
Order Support (2/14/2019, 11:27:11 PM): You're very welcome dude. It's my pleasure.

Order Support (2/14/2019, 11:27:14 PM): Sure.

Me (2/14/2019, 11:27:31 PM): Does Synapse 3 support the Kraken 7.1 V2? Because I
like the UI more than the Synapse 2.
Order Support (2/14/2019, 11:29:21 PM): I'm sorry to say this but only Kraken TE
and Nari TE are supported in Synapse 3 as of now. However. Synapse 3 is still in
beta version. It's possible that our dev team will add the other devices to Synapse
3 after the release of the full version.
Me (2/14/2019, 11:30:08 PM): Are there any advantages/disadvantages with using
Synapse 2 or 3?
Order Support (2/14/2019, 11:32:13 PM): I don't think that this is a disadvantage.
But there's a Hypershift option in Synapse 3 and Synapse 2 don't have that kind of
features.
Me (2/14/2019, 11:32:46 PM): Oh. I guess I won't be using that feature anyway. Hey,
Kirt. Thank you so much for your time!
Me (2/14/2019, 11:32:51 PM): I gotta go now
Order Support (2/14/2019, 11:33:06 PM): Sure.Is there anything else that I can help
you with?
Me (2/14/2019, 11:33:15 PM): All good now :)
Order Support (2/14/2019, 11:33:19 PM): Awesome! Just to set your expectation,
right after we end this chat, a survey will appear rated 0 to 10, with 10 being the
highest. It’s a quick one and it would mean a lot if we could get your feedback.
Hoping we delighted you today! Thanks.
Order Support (2/14/2019, 11:33:29 PM): Just a reminder, Please take note of your
case number for your future reference. It’s 02849555.
Order Support (2/14/2019, 11:33:37 PM): Thank you for contacting Razer Software
Support. Goodbye and have a nice day!
Me (2/14/2019, 11:33:41 PM): Thanks!