Laptop Hangs at random times.

Discussion in 'Razer Support' started by OpsRocDoc, Jan 15, 2022.

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  1. OpsRocDoc

    OpsRocDoc New Member

    I have a problem with my Razer Blade Pro 2019 laptop.

    It hangs up at irregular unrepeatable intervals.

    Laptop Detail

    Razer Blade Pro 19inch 2019.

    Bios 1.04

    Background

    About 1 year ago, I added a second SSD. All was OK.

    In May 2021 I upgraded the memory from 2x8gb to 2x16gb. All was ok.

    Applications and games worked well. I could run Oculus Rift on high settings (even increasing pixel count using the OR Tray tool), playing Elite Dangerous on high resolution settings.

    About a month ago (approx end December 2021) I experienced the laptop hanging. No Ctrl-Alt-Del, mouse and keyboard unresponsive. The only way to restart was to hard reboot by long press on power button.

    I contacted Razer support and got a link to download a factory reset iso. I reinstalled windows. That operations went well. I installed my basic office and image edit software. That was ok.

    I made a backup image of the disk. I tried to install Oculus Rift software but the installation hang when setting up sensors.So, I restored the backup image. I left the office and image edit software off, leaving a bare installation. I allowed Microsoft to perform updates until all were completed.

    I tried to install Oculus Rift, but again it cause the laptop to hang. I restored backup image again. I installed Elite Dengerous and Skyrim SE (via Steam).

    When running Elite Dangerous it was very slow and laggy, even in Solo mode and not in flight, still in station. Several seconds elapsed before mouse or joystick buttons responded, even on low settings (remember that I used to play in VR and on high settings with no problems.

    Investigation.

    CPU

    I ran a CPU stress test, using Prime95 on all 6 cores, in the Torture Test Mersenne number sequence mode. I ran it for 20minutes and all seemed ok. Core temperatures occasionally reached 100degC but usually ran at between 97 and 99degC.

    [Jan 15 12:28] Worker starting
    [Jan 15 12:28] Beginning a continuous torture test on your computer.
    [Jan 15 12:28] Please read stress.txt. Choose Test/Stop to end this test.
    [Jan 15 12:28] Test 1, 44000 Lucas-Lehmer iterations of M7471105 using FMA3 FFT length 384K, Pass1=384, Pass2=1K, clm=4, 2 threads.
    [Jan 15 12:31] Test 2, 44000 Lucas-Lehmer in-place iterations of M7471103 using FMA3 FFT length 384K, Pass1=384, Pass2=1K, clm=4, 2 threads.
    [Jan 15 12:34] Test 3, 44000 Lucas-Lehmer iterations of M7377889 using FMA3 FFT length 384K, Pass1=384, Pass2=1K, clm=4, 2 threads.

    RAM

    This took a while. I used Memtest86, made a bootable usb drive. I started the test on the 2x32bgb Ram I installed in May 2021.
    First I ran it using all cores. It hung at irregular intervals, requiring power off to restart.
    Then I ran it using a single core. It hung at irregular intervals, usually on Test4, but sometimes reached Test5, but always with different unrepeatable percentage progress.
    I repeated this a number of times. With the same result.
    So, thinking that the RAM was faulty, even though the tests did not complete, so there was no error report, I installed the original Samsung 2x8gb RAM. I followed the same procedure, using all cores and then using one core, with the same outcome. The test hung after different, unrepeatable intervals (images below).

    GPU

    I ran stress test on GPU using OCCT. The test hung after 45minutes (1hour duration was set).

    The GPU ran at just under 100% for the 45 minute period. Voltage, current and temperature remained within limits and were constant.

    So, can you help me resolve this problem please? I am still not certain that this is a GPU problem but I would like to get the laptop running correctly.

    Very many thanks

    Regards

    Paul Davies
     
  2. Razer.Xenon

    Razer.Xenon Retired

    Have you already submitted a support ticket about this? If you have already done so, PM me your case number. I can use that to review your interaction with our Support Team and update your case accordingly. But if you still haven't, I can help you submit one on your behalf. To do that, PM me the serial number of your device so I can do just that.

    *Thread locked to curb the conversation to PMs.
     
  3. OpsRocDoc

    OpsRocDoc New Member

    I can't submit support case. When I try the site says something like warranty expired, support not available.
     
  4. OpsRocDoc

    OpsRocDoc New Member

    Laptop details below

    Razer Blade Pro 19inch 2019.
     
    Last edited by a moderator: Jan 16, 2022
  5. Razer.Xenon

    Razer.Xenon Retired

    Alright! Send me those details via PM. That way, I can submit a support ticket on your behalf. I'll be removing sensitive information and locking this thread. Let's continue our conversation from there.
     
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