Razer Synapse will not load - Help please interpret error log!

16
Found 24th Oct 2015
Razer synapse is the software used to calibrate razer mice/keyboards/headset etc.

So I upgraded to Windows 10. Before this Razer synapse was working fine. For a while, it worked fine in windows 10.
I then bought an additional razer product (a mouse) and it would not be recgonised by Razer Synapse.

So I simply uninstalled & reinstalled razer synapse thinking it might pick it up then. Ever since, the software has crashed on start up. No error message, simply I double click the icon to load, computer thinks about it for a couple of seconds, the icon appears in the start bar bottom right yet the app never loads. If I put my mouse over the icon, the icon disappears.

The relevant part of the software log throws up this error:

2015-10-23 21:48:17,748 [SynpaseMain::11776] DEBUG Razer.Storage.Properties.Settings [(null)] - StorageConfig::checkConfiguration not found C:\Program Files (x86)\Razer\Synapse\RzStorage.dll.config
2015-10-23 21:48:18,266 [SynpaseMain::11776] DEBUG Razer.Emily.UI.AppEntryPoint [(null)] - SynapseMain::Failed
System.Windows.Markup.XamlParseException: Provide value on 'System.Windows.Baml2006.TypeConverterMarkupExtension' threw an exception. ---> System.InvalidOperationException: Operation caused an invalid state. ---> System.Runtime.InteropServices.COMException: The codec is in the wrong state. (Exception from HRESULT: 0x88982F04)
--- End of inner exception stack trace ---

---

Razer Synapse support are trying to help but only work Monday to Friday and I am only at home Saturday/Sunday so meanwhile - does any fellow HUKD member have any ideas?

I've deleted all devices from device manager & deleted all hidden folders by Razer. I've then re-installed Razer Synapse (successfully) yet it still crashes on start-up.
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16 Comments
I have turned .Net framework both version 3 & 4.6 on and off with the "Turn windows features on/off" tool.

I have tried adminstrator mode. I have tried compatibility mode.

I have used Microsofts System file check tool which did not find any integrity violations.
I have used blogs.msdn.com/b/a…spx tool which confirms intergrity of my .NET framework version 4.6
Install the software to another drive and not in the OS drives Program files directory. Deny it internet access and run it as admin. Check the error log again
When you installed windows 10 was it a fresh install or an update ?
kester76

When you installed windows 10 was it a fresh install or an update ?



Dang! Accidentally deleted my reply!
From Windows 7 Ultimate upgrade - genuine copy - so I now have Windows 10 professional? Whatever the higher of the two are, as they scrapped the name Ultimate.

I'll try your fix within the hour thanks
Edited by: "Firefly1" 25th Oct 2015
kester76

Install the software to another drive and not in the OS drives Program … Install the software to another drive and not in the OS drives Program files directory. Deny it internet access and run it as admin. Check the error log again



Turns out you can't choose where it installs, it must install to the default drive which is my OS.
I tried with admin & no internet after deleting all files and folders (and ofc uninstalling) but unfortunately still the same result.

This is the longer version of the log:
*********************Start Program
version=1.18.21.27599, cmndline=["C:\Program Files (x86)\Razer\Synapse\RzSynapse.exe" ], RzCommon.dll=2.1.0.27164


2015-10-25 00:42:03,605 [SynpaseMain::4316] DEBUG Razer.Emily.UI.AppEntryPoint [(null)] - SynapseMain::Starting, DefaultLCID=2057
2015-10-25 00:42:03,659 [SynpaseMain::4316] DEBUG Razer.Emily.UI.SynapseApp [(null)] - SynapseMain::Launch Full App
2015-10-25 00:42:03,695 [SynpaseMain::4316] DEBUG Razer.Emily.Common.CLocalization [(null)] - CLocalization::initial, sys=2057, usr=2057, sUI=2057
2015-10-25 00:42:03,741 [SynpaseMain::4316] DEBUG Razer.Emily.Common.CLocalization [(null)] - CLocalization::Name=, LCID=127, detail=1033-English
2015-10-25 00:42:03,746 [SynpaseMain::4316] DEBUG Razer.Emily.UI.SynapseApp [(null)] - Emily APP is starting - AppDomain: RzSynapse.exe | User: Richard | fullApp: True
2015-10-25 00:42:03,849 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - OSName = [Windows]
2015-10-25 00:42:03,852 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - OSVersion = [10]
2015-10-25 00:42:03,854 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - Locale = [en-GB]
2015-10-25 00:42:03,856 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - Architecture = [64]
2015-10-25 00:42:03,858 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - Manufacturer = [Gigabyte Technology Co., Ltd.]
2015-10-25 00:42:03,861 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - Model = [EX58-UD5]
2015-10-25 00:42:03,863 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - SKUNumber = [Generic-SKU]
2015-10-25 00:42:03,865 [SynpaseMain::4316] DEBUG Razer.Emily.Common.SystemInfo [(null)] - SystemSN = [Generic-SSN]
2015-10-25 00:42:03,868 [SynpaseMain::4316] DEBUG Razer.Emily.UI.SynapseApp [(null)] - Windows Version Microsoft Windows NT 10.0.10240.0 | 10.0.10240.0 | No Service Pack | architecture: 64 Bit | culture: en-GB | winUser: Richard-i7-4GHz\Richard | isAdmin: True
2015-10-25 00:42:03,970 [SynpaseMain::4316] DEBUG Razer.Emily.UI.SynapseApp [(null)] - Application_Startup: Hidden msg window handle [2818172] saved to shared memory
2015-10-25 00:42:03,999 [SynpaseMain::4316] DEBUG Razer.Emily.UI.SynapseApp [(null)] - Command line args: C:\Program Files (x86)\Razer\Synapse\RzSynapse.exe
2015-10-25 00:42:04,038 [SynpaseMain::4316] DEBUG Razer.Storage.MainStorage [(null)] - StorageInit[Emily]::C:\ProgramData\Razer\Synapse, RzStorage.dll=2.1.0.27164
2015-10-25 00:42:04,106 [SynpaseMain::4316] DEBUG Razer.Storage.MainStorage [(null)] - Network started down
2015-10-25 00:42:04,113 [SynpaseMain::4316] DEBUG Razer.Storage.MainStorage [(null)] - Storage:CreateFolder[C:\ProgramData\Razer\Synapse\Accounts]
2015-10-25 00:42:04,137 [SynpaseMain::4316] DEBUG Razer.Storage.MainStorage [(null)] - Storage:CreateFolder[C:\Users\Richard\AppData\Local\Razer\Synapse\Accounts]
2015-10-25 00:42:04,165 [SynpaseMain::4316] DEBUG Razer.Storage.MainStorage [(null)] - NETSTAT:Notify, status=NETWORK_ISDOWN, count=1
2015-10-25 00:42:04,231 [SynpaseMain::4316] DEBUG Razer.Emily.UI.SynapseApp [(null)] - System Signature::

RICHARD-I7-4GHZ

2015-10-25 00:42:04,291 [SynpaseMain::4316] DEBUG Razer.Storage.Properties.Settings [(null)] - StorageConfig::checkConfiguration not found C:\Program Files (x86)\Razer\Synapse\RzStorage.dll.config
2015-10-25 00:42:04,382 [SynpaseMain::4316] DEBUG Razer.Emily.UI.AppEntryPoint [(null)] - SynapseMain::Failed
System.Windows.Markup.XamlParseException: Provide value on 'System.Windows.Baml2006.TypeConverterMarkupExtension' threw an exception. ---> System.InvalidOperationException: Operation caused an invalid state. ---> System.Runtime.InteropServices.COMException: The codec is in the wrong state. (Exception from HRESULT: 0x88982F04)
--- End of inner exception stack trace ---
at System.Windows.Media.Imaging.BitmapDecoder.SetupDecoderFromUriOrStream(Uri uri, Stream stream, BitmapCacheOption cacheOption, Guid& clsId, Boolean& isOriginalWritable, Stream& uriStream, UnmanagedMemoryStream& unmanagedMemoryStream, SafeFileHandle& safeFilehandle)
at System.Windows.Media.Imaging.BitmapDecoder.CreateFromUriOrStream(Uri baseUri, Uri uri, Stream stream, BitmapCreateOptions createOptions, BitmapCacheOption cacheOption, RequestCachePolicy uriCachePolicy, Boolean insertInDecoderCache)
at System.Windows.Media.Imaging.BitmapFrame.CreateFromUriOrStream(Uri baseUri, Uri uri, Stream stream, BitmapCreateOptions createOptions, BitmapCacheOption cacheOption, RequestCachePolicy uriCachePolicy)
at System.Windows.Media.ImageSourceConverter.ConvertFrom(ITypeDescriptorContext context, CultureInfo culture, Object value)
at System.Windows.Baml2006.TypeConverterMarkupExtension.ProvideValue(IServiceProvider serviceProvider)
at MS.Internal.Xaml.Runtime.ClrObjectRuntime.CallProvideValue(MarkupExtension me, IServiceProvider serviceProvider)
--- End of inner exception stack trace ---

at System.Windows.Markup.WpfXamlLoader.Load(XamlReader xamlReader, IXamlObjectWriterFactory writerFactory, Boolean skipJournaledProperties, Object rootObject, XamlObjectWriterSettings settings, Uri baseUri)
at System.Windows.Markup.WpfXamlLoader.LoadBaml(XamlReader xamlReader, Boolean skipJournaledProperties, Object rootObject, XamlAccessLevel accessLevel, Uri baseUri)
at System.Windows.Markup.XamlReader.LoadBaml(Stream stream, ParserContext parserContext, Object parent, Boolean closeStream)
at System.Windows.Application.LoadComponent(Object component, Uri resourceLocator)
at Razer.Emily.Settings.EmilyLoginDialog.InitializeComponent()
at Razer.Emily.Settings.EmilyLoginDialog..ctor(String username, String password)
at Razer.Emily.Settings.Dialogs.requestLogin()
at Razer.Emily.Settings.Dialogs.RazerLogin(Boolean changeUser)
at Razer.Emily.UI.EmilyDialogs.RazerLogin(Boolean changeUser)
at Razer.Emily.UI.App.ForceLogin(Boolean changeUser)
at Razer.Emily.UI.App.Application_Startup(Object sender, StartupEventArgs e)
at System.Windows.Application.OnStartup(StartupEventArgs e)
at System.Windows.Application.b__0(Object unused)
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(Delegate callback, Object args, Int32 numArgs)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(Object source, Delegate callback, Object args, Int32 numArgs, Delegate catchHandler)
at System.Windows.Threading.DispatcherOperation.InvokeImpl()
at System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(Object state)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at System.Windows.Threading.DispatcherOperation.Invoke()
at System.Windows.Threading.Dispatcher.ProcessQueue()
at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr hwnd, Int32 msg, IntPtr wParam, IntPtr lParam, Boolean& handled)
at MS.Win32.HwndWrapper.WndProc(IntPtr hwnd, Int32 msg, IntPtr wParam, IntPtr lParam, Boolean& handled)
at MS.Win32.HwndSubclass.DispatcherCallbackOperation(Object o)
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(Delegate callback, Object args, Int32 numArgs)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(Object source, Delegate callback, Object args, Int32 numArgs, Delegate catchHandler)
at System.Windows.Threading.Dispatcher.LegacyInvokeImpl(DispatcherPriority priority, TimeSpan timeout, Delegate method, Object args, Int32 numArgs)
at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr hwnd, Int32 msg, IntPtr wParam, IntPtr lParam)
at MS.Win32.UnsafeNativeMethods.DispatchMessage(MSG& msg)
at System.Windows.Threading.Dispatcher.PushFrameImpl(DispatcherFrame frame)
at System.Windows.Threading.Dispatcher.PushFrame(DispatcherFrame frame)
at System.Windows.Application.RunDispatcher(Object ignore)
at System.Windows.Application.RunInternal(Window window)
at System.Windows.Application.Run(Window window)
at Razer.Emily.UI.SynapseApp.Run()
at Razer.Emily.UI.AppEntryPoint.Main(String[] args)



Edited by: "Firefly1" 25th Oct 2015
Is this on running the program ?
kester76

Is this on running the program ?



Yes, so it installs fine (although takes quite a few seconds at the same point of installation).

I then double click the icon on the desktop, and the mouse cursor circles like it is thinking about starting the programme. The razer icon even appears in the little tray in the bottom right of the screen. Yet nothing at all appears on screen, no error message etc.
I care so much because the mouse has software that detects when it is lifted from the mouse-mat surface by accident - and it cuts off input to stop accidental jerky movements by the player in a first person shooter game.

However, because I can't calibrate my mouse-mat surface to the mouse (it needs this software!), it thinks parts of the razer mouse is actually off the surface, and so cuts out whilst on the mouse-mat.
Solution for now is not to use a mouse-mat, but that's not ideal long term.


Edited by: "Firefly1" 25th Oct 2015
Strange as I get no config file for the RzStorage.dll. I only get them for RZUpdateManager.exe and RzSynapse.exe
Have you disabled High DPI Settings in the compatibility tab ?
I've gotta get some sleep. I'll try this on the win 10 machine tomorrow to see if I have the same issue.
I think the issue is the fact the codec is in the wrong state which is preventing the UI from initialising.


kester76

Strange as I get no config file for the RzStorage.dll. I only get them … Strange as I get no config file for the RzStorage.dll. I only get them for RZUpdateManager.exe and RzSynapse.exeHave you disabled High DPI Settings in the compatibility tab ?I've gotta get some sleep. I'll try this on the win 10 machine tomorrow to see if I have the same issue.I think the issue is the fact the codec is in the wrong state which is preventing the UI from initialising.



Just tried disabling High DPI settings, still no luck!
It can't be all Windows 10 people because
a) No-one else seems to have this problem on the World Wide Web
b) This version of Razer Synapse is Windows 10 compatible apparently

Yeah I agree because the codec is in the wrong state. The last Razer email was to reinstall .Net framework, which appears impossible (or not risk free, as it is integrated into the OS) on a Windows 10 machine (Easy to do on 7 and 8.). However both the integrity of .Net framework according to that website and Microsoft own OS check think everything is fine.

Thanks for all your help anyway! Any more ideas do let me know, thanks.


Edited by: "Firefly1" 25th Oct 2015
I would probably check what codec packs you have installed but besides that I can only guess on pulling the drive and reinstalling windows 10 to a spare hard drive and reinstalling the software to see if that fixes the issue. It's extreme but sometimes something is borked in the OS upgrade and you never really find out what the problem was
kester76

I would probably check what codec packs you have installed but besides … I would probably check what codec packs you have installed but besides that I can only guess on pulling the drive and reinstalling windows 10 to a spare hard drive and reinstalling the software to see if that fixes the issue. It's extreme but sometimes something is borked in the OS upgrade and you never really find out what the problem was



I've never really felt the need to understand codec packs except some are needed to play certain media? How would you go about checking which ones you have. Maybe I installed some years ago, should I just look under installed programmes?
This is interesting.

I went here and downloaded Ver 1.15.04 for Windows XP/Vista/7/8/8.1 x86/x64 (http://www.userdrivers.com/Keyboard-Mouse/Razer-Synapse-2-0-Ver-1-15-04-for-Windows-XP-Vista-7-8-8-1-x86-x64/download/)

And it opens to the expected log in screen Except, because it is no longer the up to date version, Razer Update Manager insists on updating the version number. And you need internet to get past the log in screen.

It's updating now.... Fingers crossed.

EDIT: IT OPENS
Edited by: "Firefly1" 25th Oct 2015
Firefly1

This is interesting.I went here and downloaded Ver 1.15.04 for Windows … This is interesting.I went here and downloaded Ver 1.15.04 for Windows XP/Vista/7/8/8.1 x86/x64 (http://www.userdrivers.com/Keyboard-Mouse/Razer-Synapse-2-0-Ver-1-15-04-for-Windows-XP-Vista-7-8-8-1-x86-x64/download/)And it opens to the expected log in screen Except, because it is no longer the up to date version, Razer Update Manager insists on updating the version number. And you need internet to get past the log in screen.It's updating now.... Fingers crossed.EDIT: IT OPENS


Cool, glad it works. Curious to what corrupted but sometimes windows does the strangest stuff and you never find out the reason
kester76

Cool, glad it works. Curious to what corrupted but sometimes windows does … Cool, glad it works. Curious to what corrupted but sometimes windows does the strangest stuff and you never find out the reason



Indeed odd, I would be inclined to suggest that perhaps Razer's latest downloadable version is not quite comptaible with all older hardware in Windows 10 thanks to rogue code - considering their in-programme update manager manages to do the job just fine.

However, my problems continue!
I have the new Razer Deathadder Chroma with an old metallic "eXactMat X Control Razer Inc" mouse-mat. Even after 'surface calibration' and the maximum 'lift-off range' of 10, and a thorough mouse-mat clean, the mouse keeps cutting out! It's on the same points of the mouse-mat, and without a mouse-mat this problem does not exist.

Although I do want a mouse-mat so that's not an ideal solution to get rid of it Already spent £60 on the mouse (Well £35 via Bespoke...) and not in the mood of splashing out more on what should 'just work' in my honest opinion.

Fired another email off to Razer Support!
Firefly1

Indeed odd, I would be inclined to suggest that perhaps Razer's latest … Indeed odd, I would be inclined to suggest that perhaps Razer's latest downloadable version is not quite comptaible with all older hardware in Windows 10 thanks to rogue code - considering their in-programme update manager manages to do the job just fine.However, my problems continue!I have the new Razer Deathadder Chroma with an old metallic "eXactMat X Control Razer Inc" mouse-mat. Even after 'surface calibration' and the maximum 'lift-off range' of 10, and a thorough mouse-mat clean, the mouse keeps cutting out! It's on the same points of the mouse-mat, and without a mouse-mat this problem does not exist.Although I do want a mouse-mat so that's not an ideal solution to get rid of it Already spent £60 on the mouse (Well £35 via Bespoke...) and not in the mood of splashing out more on what should 'just work' in my honest opinion.Fired another email off to Razer Support!


To be honest I'm not a massive fan of Razer. I've got their Razer Atrox Fight Stick but it has a weird connector on the detachable USB lead. It's some weird standard and only used in some random American car stereo.
It's a random thing to do as it only has a few connections on it and doesn't need a 10 pin connector
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