Razer 15 Advanced Model (2020) - Damaged by Razer Thunderbolt Dock

Discussion in 'Razer Support' started by Pectabyte, Oct 19, 2021.

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  1. Pectabyte

    Pectabyte New Member

    Help!

    I recently purchased a Razer Blade 15 Advanced Model (RTX 2080 SUPER Max-Q) laptop from a Razer Store in San Francisco CA. I also ordered a Razer Thunderbolt Dock to go with it from the Razer online store.

    I knew when purchasing the Razer Thunderbolt Dock it would not charge my laptop Via USB-C. I purchased it so I would have fewer cables to mess with when moving my system around and for the Ethernet jack.

    That being said, my laptop DOES charge very slowly if only plugged into the thunderbolt dock. However, if I have my dock AND the standard power cable plugged in at the same time, sometimes my system seems to think its running off the battery and will stop charging all together regardless of which is plugged in.

    It is as if it gets confused which one to draw power from so it stops all together and the battery will hang at whatever % it got confused at. This has lead to the system dimming the laptop screen as if its in low power mode and it has even disabled the WiFi device thinking its to low on battery to power it even though its plugged into the wall AND the thunderbolt Dock.

    I have sent my system in for maintenance only for them to tell me nothing is wrong and ship it back with a new charging cable which has not fixed the issue. (I have tested it with the 2 identical chargers and neither work)

    When I got it back it worked just fine for nearly two weeks then all of a sudden I got the following error:
    "More Power Required Razer Blade 15 Advanced Model The system is not receiving adequate power to perform optimally and battery may discharge at a faster rate or may not charge at all. Please use the accompanying power supply for full performance."

    As of writing this email, my laptop is plugged into both the Dock and the Standard Power Cable and the system thinks its running off the battery which has maintained a 61% for the last 5 hours... Unplugging either the dock or the power cable gives no indication and plugging either of them in separately does not start charging the battery.

    Razer support wont answer my emails and they give me the run around on over the phone.



    My system:
    https://www.razer.com/gaming-laptops/razer-blade-15/RZ09-03305E43-R3U1

    My Dock:
    https://www.razer.com/gaming-pc-accessories/Razer-Thunderbolt-4-Dock/RC21-01690100-R3U1

    HELP! WHAT DO I DO!?!?!?!?!
     

    Attached Files:

    Last edited: Oct 19, 2021
  2. Razer.Xenon

    Razer.Xenon Retired

    This issue is quite tricky. Can you send me your ticket number with our Support Team via PM? I can use it to review your previous interaction with them for a better understanding of the situation. For now, if you still haven't done so, let us try to reinstall your PC's Microsoft ACPI Battery driver.

    -Press the Windows key + R key.
    -In the Run dialog box, type devmgmt.msc and press the Enter key.
    -In Device Manager, click > or + sign next to Batteries.
    -Right-click Microsoft ACPI-Compliant Control Method Battery and click Uninstall.
    -Click OK to confirm uninstalling the driver.
    Restart the computer.

    Let me know how it goes. I'll lock this thread now.
    *Thread locked to curb the conversation to PMs.
     
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