Razer Carcharias for Xbox®/PC Support

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Peripherals
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Gaming Audio
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Razer Carcharias for Xbox®/PC

FAQ

How do I clean my Razer headset?
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 headset please take a monitor wipe and use gentle wiping motions. Do not scrub the surface of your Razer headset.

When cleaning the earpads on your headset, take extra care to not get any liquids inside the earcup and onto the speaker itself, as this may damage your headset.

My Razer product is out of warranty, can it be repaired?
Due to the shipping and labor costs involved in performing manual repairs, Razer does not offer repair services for peripherals that are out of warranty. You may be able to find certain spare parts to keep your Razer gear in top shape from our accessories page: here
Do you have spare parts available?
We do not carry internal parts such as mouse sensors. However we do have certain spare parts available for purchase from the Razerstore: here
How long is my warranty?
Product warranty lengths differ depending on your Razer product. For example, mice have a two year limited warranty, while keyboards have a one year limited warranty. Please see full details for warranty lengths: here
Besides the color and microphone, what is the difference between the Razer Carcharias and the Razer Orca?
The Razer Carcharias features a 3m braided cable with an inline volume control  while the Razer Orca features a 1.2m braided fiber cable with a 2 meter braided extension cable. The frequency response on the Razer Orca has also been adjusted to meet the needs of both gaming and music audio.
I am trying to use the Razer Carcharias on my Mac and the microphone does not seem to be working. Why?
The Razer Carcharias is not officially supported on a Mac. This is because Mac supports  line level inputs from their Microphone input jacks. PCs generally have amplified Mic inputs and will work with the Razer Carcharias.
I can hear a slight buzzing or hissing sound through my Razer Carcharias Xbox 360 headset when not playing any audio. How can I fix this?
The buzzing sound you are hearing is caused by the USB connection within computers that have grounding issues and not due to the headset itself. Some USB ports will cause this, so we recommend switching the plug into a different USB port. If all of your USB ports exhibit the same issue, you may need to purchase an AC to USB converter. On laptops, the buzzing sound may be louder because of the way USB ports are connected internally.  Please note, if you turn up the volume of the Razer Carcharias Xbox 360 to higher levels and have no audio player, you may hear the same buzzing sound. Unless it is abnormally loud and still audible when Audio is played through the headset, this would be considered normal and you will notice this sound when using any high quality analog headset that is capable of reproducing these higher frequencies.
How does voice transmission over Xbox LIVE work?
To chat with others over Xbox LIVE, please connect the 2.5mm audio cable from the Razer Carcharias control pod to an Xbox controller to transmit voice signals.
My microphone is not working on my Razer headset. How can I fix this?
Please make sure that the required cable is plugged in securely to the microphone port of the computer.  Windows also has a recorder program to test the Microphone.  Go to Programs > Accessories > Sound
Is the Razer Carcharias headset noise canceling?
No, but you can increase or decrease the volume on the headset to adjust to your surroundings.
Where is the serial number for the headphones?
The serial number is located on the tag on the cord.  It can also be located at the bottom of the box. (Note: The number starting with RZ is the model number, NOT the serial number).
When I use fast-user switching to change between Windows accounts, my configuration of my Razer product is no longer active.
This is a general problem with fast-user switching. The configuration of the product is unique and set for the logged in user; once you switch users you will have to re-configure the product. There is no other workaround at this time.
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 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 RazerStore. 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 RazerStore 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 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 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 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.
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 product description and price. Invoice slips and e-mail order confirmations can be considered on a case-by-case basis.
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.

 

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