Razer Blade 15 2019 Advanced Screen Goes Black after Waking Up

Discussion in 'Razer Support' started by U-Type, Dec 26, 2019.

  1. U-Type

    U-Type New Member

    Hello there I have a brand new Razer Blade 15 Mid 2019, 2070 MaxQ, 512gb. RZ-0301

    Whenever I wake up the computer from sleep, the screen will go black anywhere between 10-180 seconds after waking up. The backlight of the display will still be on, but nothing is displayed. Everything else will still work, for example, if I was watching a video or listening to music, it will continue to play and I can hear sounds when screen goes black. Keyboard shortcuts and function keys like volume and keyboard brightness will work, but the screen will remain black. I can even close programs and stuff with keyboard shortcuts like Alt+F4, so Windows is definitely still responsive and not crashed. If I sleep the computer while it's black and wake it up again, the display will fix itself until a few moments later it will go black again.

    There are no errors in the Windows Event log

    I've tried this on both Windows 1903, and 1909, with latest updates. I've tried it with both default and latest Intel Graphics drivers, as welll as both default and latest NVIDIA drivers, and turning on/off hibernation, auto sleep settings, etc.

    It always still happens.
     
  2. U-Type

    U-Type New Member

    For more information, I have provided the BIOS info of my system. (*Removed for security purpose)
     
  3. kythex21

    kythex21 New Member

    I started getting this same issue this week.
     
  4. Jycles

    Jycles New Member

    I have the same issue. No reply from Razer as of yet (case pending...). This started in the summer when i got mine, so problems from day one.
     
  5. sbstnjgr

    sbstnjgr New Member

    Same here.
    I even did a clean install of Windows, no change...
     
  6. xc68000

    xc68000 New Member

    This issue happened to me once after doing a new windows 10 install. Was the first week of ownership and I had just upgraded the ssd with a 1tb one. It started after I enabled hibernation and was testing resuming. Even a hard reboot several times did not help as it would go back to a black screen. I was about to take the system back but it started acting normally all of a sudden and has not happened since (2wks now). I am using the latest Nvidia drivers 441.66 released on 12/10. My system is mid-2019 adv with 2070-MaxQ and 144Hz screen.
     
    Last edited: Dec 28, 2019
  7. sbstnjgr

    sbstnjgr New Member

    have you set your display refresh rate to 240 or 60Hz?
    apparently setting it to 60Hz fixes the problem (at least for me in the last 2 hours...)
     
  8. Jycles

    Jycles New Member

    Great, but who wants a 240 hz screen running at 60 :/ i updated all the firmware today. Let’s see if it helps
     
  9. lucaslayf

    lucaslayf New Member

    This is a very common issue and Razer has not given a proper answer to it yet.
    People sending their laptops for an RMA are reporting more than a month long wait before getting them back, and sometimes the replacement has the same problem.
    The best workarounds I've found so far are to either use the display always at 60hz, or not let the display go to sleep/hibernate - so either leave the laptop open at all times with the screen on, or turning it off and on again between uses.
     
  10. Jycles

    Jycles New Member

    Updating firmware did not help. As it is my only computer, the thought of it being away for over a month, potentionally without any benefit, does not feel like a viable option. So, switch brand?
     
  11. lucaslayf

    lucaslayf New Member

    The last drivers I can see on Razer's site are from mid 2019, let me know which ones you installed, I'm eager to try!
     
  12. dbajaj

    dbajaj New Member

  13. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hi U-Type! Thanks for posting your Razer Blade 15's concern here. Does the issue happen while the refresh rate is set to 60Hz? Please send me a PM together with a video showing the issue. I'll pick it up from there.

    Hey everyone! Have you contacted our Support Team via phone, chat or email regarding the same issue? Should you need additional assistance, please send me a PM together with your case number. Let's continue from there.
     
  14. Xarius86

    Xarius86 New Member

    Setting the refresh rate to 60hz on a 240hz monitor is *not* an acceptable solution. Temporary workaround maybe, but not an actual fix. I'm experiencing the same issue with my week old late 2019 Blade Advanced w/ Optical Keyboard.
     
  15. Jesus, I thought I was the only one with this problem. I noticed that the screen only does this for a little while, and then immediately becomes perfectly usable. I also noticed a flicker recently where the bottom half of the screen would slightly superimpose on the top. Same 2019 optical switch 240Hz display and something tells me it is the display that is at fault. Perhaps a cable? There are no audible noises so no shorts that I can tell. As I wrote this my screen did this around 3-4 times.
     
  16. zoticc

    zoticc New Member

    I have the same problem here. When the black screen shows up when i wake the laptop i just press the off and on and it will be running smooth sometimes and when I try to restart the laptop it works but it wont save any of my work. this is kinda hard to deal with unsaved projects.
     
  17. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hi there! Thanks for sharing your thoughts on this. However, I am isolating the issue and not suggesting a fix. I've replied to your PM. I'll wait for your response.
     
  18. Xarius86

    Xarius86 New Member

    Reply sent.
     
  19. eFifty5AMG

    eFifty5AMG New Member

    I'm having the same issue with mine. RTX 2080 Max Q, i7-9750H, 16GB RAM & 240hz display. All drivers & bios up to date.
     
  20. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hi there! Please send me a PM together with your laptop's serial number. I'll pick it up from there.
     
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