Known Technical Support Issues - [Updated July 3, 2019!]


We’ll be using this forum thread to track known technical support issues, like conflicts which cause performance errors, crashes, and connection problems. Check out the list below, and give these steps a try before creating a new topic! Additionally, double check our bug-related issues which can be found on our pinned posts over on the Bug Report Forums.

Gray/white Screen Crashes Due to Razer Chroma Software

FPS with Razer Chroma Software Installed

Game won't load
Choppy Response/Freezing
Game Crashes after 1 minute
White screen upon launch
D3D error on start up
Game attempts to open, running, then crashes
Can't Start The Game - Diablo III

Gray/ white flash before Crashes Due to Razer Chroma Software

We’ve received a number of recent reports of crashes with recent builds of Razer Chroma SDK. Razer has been working on the problem for a while, and it appears to have been fixed with Razer Synapse 3. Below are steps to resolve the issue.

  1. Attach your Chroma compatible device and install Razer Synapse 3. If you no longer have your Chroma device, follow the manual installation steps below and Contact Razer if this does not work.

  2. Retest the game.

  3. If that doesn’t work, uninstall your current build of Razer Chroma SDK Core Components. Instructions are under the header for The Chroma SDK supported games and applications aren’t showing any Chroma effects. How do I fix it? If you do not have this installed, please contact Razer for help or follow the manual installation steps below.

  4. Retest the game

If the above fix doesn’t work, it is possible that some modules were left behind during the uninstallation process. Make sure that these files are no longer on the computer. If they still exist and you are unable to delete them manually, contact Razer for help.


Manual Chroma Installation Steps
If you cannot install Razer Chroma SDK Core Components because you no longer have your device or run into an error, install it from this Link. Under step 1, the second hyperlink will download the installer.

If these crashes persist, please create your own thread or contact our support team directly for more help. When doing this, please ensure that you list all steps you’ve tried to troubleshoot your crash, and link this thread if you have followed the steps above.

Crash on start D3 Reaper of Souls
Game fails to load
Not launching, grey screen then force closes
[PAULUS] Diablo freezes at startup
[Expertdiver] Game not loading

We have seen reports of dramatically lower than expected FPS with Razer Synapse/Chroma installed. Typically players will see their FPS stuck between 15-30 FPS while experiencing this issue. If you have any Razer products, please uninstall Synapse 2 and upate to the newest version of Syanpse 3. This may have been fixed in a recent patch to the software.

If you no longer have your Razer device, follow the steps for the Razer Gray/white crash.

Lag and stuttering on good computer
pinned #4

closed #5