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Razer (is not really) spying on customers

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The extent to which Razer collects information is not much different than your average terms of service for most software you use. Like teamliquid, they collect anonymous aggregate and individual data. Unlike teamliquid, they reserve the right to collect personally identifiable information. This personally identifiable information must be volunteered by the user. This includes, your name, email address etc. This information is not shared with any third parties except in a few instances where it is necessary to provide a service or comply with the law. In all circumstances, the user voluntarily provides this information.

The relevant sections of the ToS are as follows:

+ Show Spoiler +
“personally identifiable information” may consist of a Subscriber’s name, email address, physical address or other data about the Subscriber that enables the Subscriber to be personally identified.

By using Razer Synapse 2.0 (“Synapse”), the Subscriber agrees that Razer may collect aggregate information, individual information, and personally identifiable information. Razer may share aggregate information and individual information with other parties. Razer shall not share personally identifiable information with other parties, except as described in the policy below.

Razer may use customer contact information provided by Subscribers to send information about Razer, including news about product updates, contests, events, and other promotional materials, but only if the Subscriber agrees to receive such communications. Except in the cases described below, Razer will not share personally identifiable information with any third party unless the Subscriber agrees to such disclosure in advance.

While provision of personally identifiable information remains entirely voluntary, Razer reserves the right to make access to certain value-added services or features conditional upon the supply of personally identifiable information. In such situations, the Subscriber will be given the option to decline use of the particular value added service or feature if he does not wish to furnish personally identifiable information.

In some situations, personally identifiable information the Subscriber inputs in connection with Synapse may be made searchable or otherwise available to other Subscribers (such as in certain public functions). Razer has no obligation to keep the privacy of personally identifiable information that is made available by a Subscriber to other Subscribers.
Collection of personally identifiable information may be out-sourced to associates under agreement with Razer. These associates may adhere to their own set of privacy policies.

Personally identifiable information will be processed and stored by Razer in databases hosted in secure locations. Razer has taken reasonable steps to protect the information Subscribers share with it, including, but not limited to, setup of processes, equipment and software to avoid unauthorized access or disclosure of this information.

Razer may allow third parties performing services under contract with Razer to access stored information but such access shall only be to the extent necessary to provide those services. In those instances, the third party will be bound by the terms of this Privacy Policy.

Razer may release personally identifiable information to comply with court orders or laws that require us to disclose such information, without the need of consent from the Subscriber.
ZwuckeL
Profile Blog Joined April 2010
Germany563 Posts
Last Edited: 2012-11-03 19:57:43
November 03 2012 12:31 GMT
#1
Taken from overclock.net


This really took me by surprise. Just bought a new Naga 2012 mouse, installed the software and get greeted by a login screen right after. No option to bypass it to use the software to configure the mouse, set the options, sensitivity, shortcuts, macros etc.

So I go ahead and create an account and try to log in. Nothing. Try several more times, and still nothing. Try to make new accounts with different email addresses and it still wont work.

Finally call Razer who tells me the activation server is down, and I wont be able to use the mouse until it goes back up and will only be able to use it as a standard plug and play mouse til then. I ask about a workaround to use the mouse offline and they say there is none. Supposedly once the mouse is activated on the computer offline mode will work, but it needs to upload my profile and activate my account first and since their server is down its not going to happen. I ask for a supervisor to confirm this is the case and ask again for a workaround to use it offline. He said sorry theres nothing they can do, tells me the call center is closing and hangs up on me.

Im pretty shocked Razer thought it was a good idea to do this to customers. Nowhere on the box does it say anything about needing an internet connection to "activate" a mouse. If the servers go down in the future, anyone who buys this mouse is out of luck.

Honestly the last time I buy a Razer product. Absolutely ridiculous.



**Update**


Thought I would clarify a few things since Ive been asked about this a lot.

Razer forces you to create an account with them before you can use the software with the mouse. You cant configure the mouse in any way until you make an account with them and activate your computer and account through their server. If they decide to take down their activation server for any reason, you will never be able to use the software. If you live somewhere without access to internet, you will not be able to activate and use the software. If you work somewhere that has a network behind firewalls, chances are even though you can download the Synapse software, the firewall may also block you from activating and using the software as well.

If your connection drops out for any reason, the Synapse software will make a habbit of locking up on you while it transitions to offline mode. During that time your settings may revert or possibly not be saved.

Yes, you can use the mouse as plug and play with basic functionality if you choose not to make an account and activate your computer, but who pays $80 for a basic plug and play mouse? The reason people buy the Naga 2012 is the configurable buttons and to change the DPI, polling rate, set up macros and profiles along with everything else. Razer has no right to lock this away from customers who paid for these features. For the Naga 2012 mouse, there is no other offline drivers to revert to. Synapse 2.0 is your only option.

Razers Synapse 2.0 software is always online. If you have an internet connection active, Razer will be constantly using it constantly downloading updates and interrupting your full screen applications. Not only that, as I suspected, the Synapse 2.0 software is spying on you


From the Razer Synapse TOS agreement:

“User Generated Information” means any information made available to Razer through your use of the Software. Subject to the Privacy Policy mentioned above, you expressly grant Razer the complete and irrevocable right to use, reproduce, modify, create derivative works from, distribute, transmit, broadcast, and otherwise communicate, and publicly display and perform the User Generated Information and derivative works thereof in any form, anywhere, with or without attribution to you, and without any notice or compensation to you of any kind.

By using Razer Synapse 2.0 (“Synapse”), the Subscriber agrees that Razer may collect aggregate information, individual information, and personally identifiable information. Razer may share aggregate information and individual information with other parties. Razer shall not share personally identifiable information with other parties, except as described in the policy below.

http://www.razerzone.com/synapse2/subscriber-agreement
http://www.razerzone.com/synapse2/privacy-policy

The Synapse 2.0 software was not created to benefit customers in any way. It was a ploy to get into your computer and watch what you do and profit off this info.

source http://www.overclock.net/t/1319323/razer-synapse-2-0-software-mouse-unusable-if-you-dont-have-an-internet-connection-or-their-servers-are-down

This is a pretty huge deal. I use mostly Razer products myself but will not buy any new product off them since these methods of customer spying are completely ridiculous in my eyes. Also forcing customers to create an account and log in to their server over internet to be able to configure your devices is completely retarded. I wonder what TL says about this new policy as Razer is one of their major sponsors.

Mod Edit: This is relevant information from the Razer CEO which should be considered before commenting:

We invented onboard memory for gaming mice many years ago and called it Synapse to allow gamers to bring their profiles with them on the go. However, we realized that we ran into another issue where we had to keep increasing the amount of memory onboard to provide for more storage and this resulted in higher and higher prices for gamers.

We then invented Synapse 2.0 where we could provide almost limitless amount of storage for profiles, macros, etc in the cloud as opposed to being limited by physical memory.

We wanted to avoid raising prices to gamers for higher memory space onboard (think about it like having to buy bigger and bigger hard drives as opposed to having all your storage on the cloud) and provide a much better service for our users.

Synapse 2.0 is NOT DRM. Our products work perfectly well out of the box without Synapse 2.0. Synapse 2.0 provides ADDITIONAL functionality of almost limitless memory in the cloud as opposed to taking away functionality (which is what DRM is).

We recognize that gamers will want to be able to use their gear without an online connection, and that's why Synapse 2.0 has an OFFLINE mode. Basically you have to register, create an account, save your initial settings and if you so prefer, you can stay in offline mode all the time without going online.

I realize that we have had issues with the activation server, and we're making sure we get that sorted out.


Mod Edit: The extent to which Razer collects information is not much different than your average terms of service for most software you use. Like teamliquid, they collect anonymouns aggregate and individual data. Unlike teamliquid, they reserve the right to collect personally identifiable information. This personally identifiable information must be volunteered by the user. This includes, your name, email address etc. This information is not shared with any third parties except in a few instances. In all circumstances, the user voluntarily provides this information.

The relevant sections of the ToS are as follows:

“personally identifiable information” may consist of a Subscriber’s name, email address, physical address or other data about the Subscriber that enables the Subscriber to be personally identified.

By using Razer Synapse 2.0 (“Synapse”), the Subscriber agrees that Razer may collect aggregate information, individual information, and personally identifiable information. Razer may share aggregate information and individual information with other parties. Razer shall not share personally identifiable information with other parties, except as described in the policy below.

Razer may use customer contact information provided by Subscribers to send information about Razer, including news about product updates, contests, events, and other promotional materials, but only if the Subscriber agrees to receive such communications. Except in the cases described below, Razer will not share personally identifiable information with any third party unless the Subscriber agrees to such disclosure in advance.

While provision of personally identifiable information remains entirely voluntary, Razer reserves the right to make access to certain value-added services or features conditional upon the supply of personally identifiable information. In such situations, the Subscriber will be given the option to decline use of the particular value added service or feature if he does not wish to furnish personally identifiable information.

In some situations, personally identifiable information the Subscriber inputs in connection with Synapse may be made searchable or otherwise available to other Subscribers (such as in certain public functions). Razer has no obligation to keep the privacy of personally identifiable information that is made available by a Subscriber to other Subscribers.
Collection of personally identifiable information may be out-sourced to associates under agreement with Razer. These associates may adhere to their own set of privacy policies.

Personally identifiable information will be processed and stored by Razer in databases hosted in secure locations. Razer has taken reasonable steps to protect the information Subscribers share with it, including, but not limited to, setup of processes, equipment and software to avoid unauthorized access or disclosure of this information.

Razer may allow third parties performing services under contract with Razer to access stored information but such access shall only be to the extent necessary to provide those services. In those instances, the third party will be bound by the terms of this Privacy Policy.

Razer may release personally identifiable information to comply with court orders or laws that require us to disclose such information, without the need of consent from the Subscriber.


Ayaz2810
Profile Joined September 2011
United States2763 Posts
November 03 2012 12:37 GMT
#2
I came expecting some huge drama. This isn't a big deal. People made less of a stink over DIablo 3 being online only even for single player. I've never met anyone who uses the Razer software anyway O.o
Vrtra Vanquisher/Tiamat Trouncer/World Serpent Slayer
drshdwpuppet
Profile Joined July 2011
United States332 Posts
November 03 2012 12:38 GMT
#3
I think this post is a little bit cynical, the whole "The Synapse 2.0 software was not created to benefit customers in any way. It was a ploy to get into your computer and watch what you do and profit off this info." might be going a bit too far, but this is still kinda BS. I use a deathadder and I have been noticing that it locks up my mouse from time to time, doesnt apply mouse sensitivity/settings if I dont click through their update dialogs etc.

Its too bad, Razer is a company I have come to depend on for good mice, this might be a dealbreaker if it continues
Enterprise was just temp banned for 1 week by Myles. Reason: You aren't a philosopher and warning aren't cutting it.
MasterReY
Profile Blog Joined August 2007
Germany2708 Posts
November 03 2012 12:38 GMT
#4
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?
https://www.twitch.tv/MasterReY/ ~ Biggest Reach fan on TL.net (Don't even dare to mention LR now) ~ R.I.P Violet ~ Developer of SCRChart
TL+ Member
ZwuckeL
Profile Blog Joined April 2010
Germany563 Posts
Last Edited: 2012-11-03 12:43:23
November 03 2012 12:39 GMT
#5
On November 03 2012 21:37 ayaz2810 wrote:
I came expecting some huge drama. This isn't a big deal. People made less of a stink over DIablo 3 being online only even for single player. I've never met anyone who uses the Razer software anyway O.o


there is no other way to configure a razer product but through their drivers. (DPI, macros, buttons)
New procuts by razer will only work using that said new software.

in they Terms of Usage they say that they are allowed to grab pretty much any information system AND PERSONAL related and use it to their own needs.

this is on no way compareable to diablo3 which just needs u to be online while playing.
ZwuckeL
Profile Blog Joined April 2010
Germany563 Posts
Last Edited: 2012-11-03 12:44:41
November 03 2012 12:42 GMT
#6
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on
zeross
Profile Joined September 2010
France310 Posts
November 03 2012 12:44 GMT
#7
or you can just use very old version of their drivers and never be bothered by synapse ever again.

in a general rule, a good software will often go crap via update (it often come with a huge new interface that make you loose all you're options), so be careful updating.
ZwuckeL
Profile Blog Joined April 2010
Germany563 Posts
November 03 2012 12:45 GMT
#8
On November 03 2012 21:44 zeross wrote:
or you can just use very old version of their drivers and never be bothered by synapse ever again.

in a general rule, a good software will often go crap via update (it often come with a huge new interface that make you loose all you're options), so be careful updating.



again, this will not work for any new razer product that is released
MasterReY
Profile Blog Joined August 2007
Germany2708 Posts
November 03 2012 12:45 GMT
#9
On November 03 2012 21:42 ZwuckeL wrote:
Show nested quote +
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on


Well, so thats not razers fault then?
https://www.twitch.tv/MasterReY/ ~ Biggest Reach fan on TL.net (Don't even dare to mention LR now) ~ R.I.P Violet ~ Developer of SCRChart
TL+ Member
Hypemeup
Profile Joined February 2011
Sweden2783 Posts
November 03 2012 12:45 GMT
#10
On November 03 2012 21:42 ZwuckeL wrote:
Show nested quote +
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on


Razer can not be faulted for 99% of people being stupid/lazy.
cari-kira
Profile Joined March 2011
Germany655 Posts
November 03 2012 12:48 GMT
#11
welcome to the internet, bro.
but of course you are right, its fucked up when you have to register hardware before you can use all its features.
will people revolt like they did with bf3/orign? probably not.
not enough people to create a turmoil, this needs a critical mass.
but in the long run i guess most people who had problems with this wont buy another razer product.

the real problem is: why does razer do this?
is this perhaps a really stupid attempt to create customer ties?
i guess so, but the ties they are create are distrust and suspiciousness.

btw: they could release adriver/software in the furtue that doesnt need an internet activation when they shut down the activation for this particulary product. but that of course does not change the fact that its problematic to force people to activate a mouse over the internet for no obvious reason.
Live and let live
ZwuckeL
Profile Blog Joined April 2010
Germany563 Posts
November 03 2012 12:49 GMT
#12
On November 03 2012 21:45 Hypemeup wrote:
Show nested quote +
On November 03 2012 21:42 ZwuckeL wrote:
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on


Razer can not be faulted for 99% of people being stupid/lazy.



It's ok if people like you couldnt care less what a random company does with his/her own personal information.

I think that everyone should be informed that razer is quitely updating their TOS and everyone who doesn't like to be spyed should beware of buying any new products off them. For you this might be irrlevant, for others it surely isnt.
Hypemeup
Profile Joined February 2011
Sweden2783 Posts
November 03 2012 12:51 GMT
#13
On November 03 2012 21:49 ZwuckeL wrote:
Show nested quote +
On November 03 2012 21:45 Hypemeup wrote:
On November 03 2012 21:42 ZwuckeL wrote:
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on


Razer can not be faulted for 99% of people being stupid/lazy.



It's ok if people like you couldnt care less what a random company does with his/her own personal information.

I think that everyone should be informed that razer is quitely updating their TOS and everyone who doesn't like to be spyed should beware of buying any new products off them. For you this might be irrlevant, for others it surely isnt.


If it is important to them, they should take the time and read the TOS and its updates.
Kasu
Profile Joined April 2011
United Kingdom345 Posts
November 03 2012 12:51 GMT
#14
I hope logitech don't follow suit, I've liked their mice.
schimmetje
Profile Joined August 2010
Netherlands1104 Posts
November 03 2012 12:56 GMT
#15
On November 03 2012 21:42 ZwuckeL wrote:
Show nested quote +
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on


How is this spying?
Change to MY nostalgia? UNACCEPTABLE! Monkey paaaw!
Tanukki
Profile Joined June 2011
Finland579 Posts
November 03 2012 12:56 GMT
#16
Go with a Steelseries mouse then, you can just plug and play those with full functionality. :p

In seriousness, I don't think you should choose a mouse based on such a thing. But it's a little con for Razer.
AimlessAmoeba
Profile Blog Joined December 2010
Canada704 Posts
November 03 2012 12:57 GMT
#17
Steelseries <3

To my knowledge they don't spy on you. Or ask you to be online to use their stuff.
ZwuckeL
Profile Blog Joined April 2010
Germany563 Posts
November 03 2012 13:00 GMT
#18
On November 03 2012 21:56 schimmetje wrote:
Show nested quote +
On November 03 2012 21:42 ZwuckeL wrote:
On November 03 2012 21:38 MasterReY wrote:
Why do you call it "spying" if its clearly stated in the TOS?
Its an agreement, that the customer makes with razer. Not "spying".

Also my razer mouses are all configurable without an account anywhere.
I didnt have a Naga, but i have to say it sounds weird that you dont have any options without an account.
Can someone with a Naga comment on that?


New pruducts by razer require the new software and require you to have an account registered.
and let's be honest, 99% dont read the TOS, which razer is counting on


How is this spying?



Company 1: Collecting all your data, properly selling it to other companys.
Company 2: Collecting all your data, properly selling it to other companys, but telling you they do.

Where's the difference between spying, and spying but telling you?
AnomalySC2
Profile Joined August 2012
United States2073 Posts
Last Edited: 2012-11-03 13:01:08
November 03 2012 13:00 GMT
#19
Blizzard does this too, don't be so surprised. You could even have some fun with it .
TheTenthDoc
Profile Blog Joined February 2011
United States9561 Posts
November 03 2012 13:00 GMT
#20
I guess every company wants to get into the PII business...
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