Greetings,
 
Thank you for contacting Razer Support. My name is Thanya. I understand the inconvenience you have experienced. Please be assured that I will do my best to resolve the issue.
 
For the Razer Ouroboros Issue try the following steps:
 
-Try your device on different port and make sure it is USB 2.0
-Try your device on another computer system. Does the device work on the other system?
-Try to flash the firmware.(Below are the steps to flash the firmware)
 
-Manually launch Synapse & insure that is logged in an running,
 
-Un-plug the mouse and hold down the Left click,  Right click and Scroll buttons at the same time.  
 
-Now reconnect the mouse to the computer and  after 5 seconds release the three buttons. Windows should detect a new USB device & Synapse should detect the mouse is in Boot loader mode. Please click the Flashing ! Symbol in the bottom right of the Synapse screen to start the update.
 
*Should the firmware update fail, please exit the firmware updater and run the firmware updater again. If possible,  you may want to try the firmware update on another system.
 
**For the Dock.Just like above for the mouse instead of pressing the top 3 mouse buttons. You are going to hold the pairing button on the base of the mouse.
 
Thank you and I look forward to hearing from you soon.
 
Best Regards,
 
Razer Support Team
 
 
 
 
 
 
www.razerzone.com | cult.razerzone.com
 
____________  
 
 
Hi Thanya,
 
So :
 
- I have try to test in USB 3.0 or 2.0, the problem is the same.
 
- i have try to another pc, but the problem is the same. (But, pc 1 & pc 2 are on W7 64b... I don't have system like xp or linux/mac).
 
- I have try to flash the firmware of the dock & the mouse, but... I can't connect my device in boot loader mode, but Synapse doesn't recognize the dock or the mouse ! he asks me to connect a device...
I can't flash my mouse/dock...
But i can say that : Synapse say that the software is updated, there is no newer update...  
 
I tried restarting my pc, reinstalled drivers and synapse, but the problem is the same.
I specify that I have already exchanged the mouse a few days ago, and the problem is the same on two.
 
I have read on a forum that a guy have the same problem, after exchanged, etc... i like this mouse... But i can't play on wireless, the scroll wheel not work correctly..
I have buy this mouse for the wireless...
 
Please help me.
 
_________________________________________
 
 
 
[i]Hi there,
 
We are sorry it sounds like your product may be in need of an exchange. If you are in the USA or Canada and you are outside the 30 day exchange window from your reseller, or if you purchased your product directly from the RazerStore on www.razerzone.com, please supply us with the information below and we will further assist you with your exchange. If you purchased your product from an authorized reseller outside of the USA and Canada, please contact your reseller in regards to your exchange. Authorized Razer resellers outside of the US and Canada will process a warranty claim for the entire duration of your limited warranty and will be the quickest way to obtain your replacement.
 
Full Name:
E-Mail Address:
Phone:
Return Mailing Address:
City:
State/Province:
Postal (Zip) Code:
Country:
Model name/style/color:
Serial No (S/N) (it does not start with RZ; that is the model number):
Product No.:
Place of Purchase:
Date of Purchase:
Proof of Purchase: (Please note a proof of purchase would be a scanned copy of a purchase receipt/invoice or your Razerzone order #)
**Please note our system cannot accept .msg or .nfo attachments at this time. These attachments may be dropped from any emails forwarded to us.**
 
For more information regarding our warranty policy, please refer to the link below.
 
http://www.razerzone.com/warranty
 
 
Please take note that a valid proof of purchase is required in order to process your exchange.
 
For any Limited Warranty claim, a valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following:
 
-A dated sales receipt from an authorized Razer Dealer or Reseller. -The receipt must show the Product description and price.
-A dated official e-mail from an authorized on line Razer Dealer or -Reseller confirming purchase and shipment of Product. The confirmation e-mail must show the Product description and price.
- An order number from the Razerzone.com web site
 
Some examples of a non-valid Proof of Purchase are:
 
-  The UPC bar code from the box.
-  A picture of the actual Product.
-  A Certificate of Authenticity.
-  Receipts from non-authorized Razer Dealers.
-  Receipts from any online auction sites, liquidators or clearance houses.
-  A receipt or order number from any vendor other than Razerzone.com.
-  Cancelled checks.
-  Credit card statements.
-  Simply registering your Product on the Razer website without attaching a valid proof of purchase.
 
*Razer reserves the right to take any action to protect itself against all forms of suspicious claims, including, without limitation, requiring further verification of identity and details of claimant and qualifying purchases as well as debarment of claim.
 
 
 
 
Best Regards,
 
Razer Support Team
 
 
 
 
 
 
www.razerzone.com | cult.razerzone.com
 
__________________________________________
 
Hi and thanks for your answer.
 
But, i have already make a exchange, (with my reseller), and the Razer Ouroboros make the same problem. (read my second mail).
I think it's not a hardware problem, juste driver/firmware problem.
And i can't flash this mouse. (Test on W7 x64 and W8 x64).
Are you sure that a third exchange is necessary ?
Or i can wait for an update from razer ?
The mouse work perfectly in connect mode, just the scroll wheel lagging in wireless...
 
 
 
I wait for a last answer...
I don't want a Mamba, i want to rest with my Ouroboros..
 
________________________
 
Hi
 
Sorry for the inconvenience you are facing. We have forwarded your issue to our technical team. Just wait for their update on this issue.
 
However, we do like for you to try these following steps. If the issue still persist, Just wait for our technical team update.
 
Windows Vista\7
-Close Synapse by right clicking on the Razer icon in the task bar, select the close option  
-Show hidden files and folders: http://windows.microsoft.com/en-US [...] dden-files  
-Navigate to the hidden folder located at C:\ProgramData\Razer  
-Delete the Synapse folder located inside the C:\ProgramData\Razer\ location  
-Launch Synapse 2.0  
-Sign in  
-Follow any update prompts  
 
 
Best Regards,
Razer Support Team
 
______________________________________________
 
Hi,
 
I'm happy if you think make an update for this problem (Dpi switch & scroll wheel bug in wireless), cause i'm not the only people who have this problem.
 
And i have try your answer, and the problem persist, after reinstall synapse, and the last update done, the problem don't disapear.
 
I wait for an update so.. Faster if possible.
 
Thank you for try to help me, Razer.
(And sorry for my bad english)..

___________
 
Hi Adrien,
 
Thank you for your email. We are sorry that the previous steps did  not resolve your issue. There is one more method that we would like for you to try.
 
• Right click on the My Computer icon and choose Properties.
• Click on the Hardware tab.
• Click the Device Manager button.
• Click on the + sign next to Universal Serial Bus Controllers.
• Right click on any Root Hub and choose Properties.
• Click the Power Management tab and make sure there is NO CHECK in "Allow computer to turn off this device to save power"  
• Click the OK button and do this for each Root Hub.
• Next, click on Start and Control Panel.
• Double click on Power Options.
• Click the Hibernation Tab and uncheck Enable hibernate support.
• Do check your BIOS settings and make sure USB legacy support is enabled.
 
Let us know how it goes. We hope to hear from you again soon. Thank you for your valuable time and kind support for Razer. Have a nice day.
 
 
 
 
 
Best Regards,
 
Razer Support Team
 
 
 
 
 
 
www.razerzone.com | cult.razerzone.com

 
______________________________
 
Hi Razer,
 
I have try your last method (3 methods so), and the problem persist...
I have uncheck all "Allow computer to turn off this device to save power" for my 4 usb device, disable the hibernation and enable the USB legacy, but the scroll wheel don't work correctly in wireless again.
 
But, i want to specify, the scroll wheel don't work correctly when the mouse is in mouvement.
It's crazy... When the cursor is in mouvement (slowly or fast), the scroll wheel bug, sometime (~1/4), if i don't move the cursor en scroll up down, it's work...
But in a fps it's impossible to don't move...
 
I don't know why this bug is solve when i'm not in wireless...

 ______________________________________________
 
 
Hello,
 
Thanks for contacting Razer. We have escalated your issue to a specialist who will personally handle your case and get back to you shortly. While most escalations are answered within one to two business days or less, some escalations can take a bit longer due to the nature of the escalation and/or during peak customer demand. We appreciate your patience.
 
Best Regards,
 
Razer Support Team
 
 
 
 
 
 
www.razerzone.com | cult.razerzone.com

 
______________________________________________
 
 
Hi,
 
Ty for your answer, i wait for a mail so !
 
Have a nice day.
_____
 
 
 
We have taken note of your issues you are facing for your Ouroboros mouse.
 
Our software team is working hard on a fix for this.  
 
We will let you know when the fix is ready.
 
 
 
Best Regards,
 
Razer Support Team