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Razer Blade 15 2019 Advanced Screen Goes Black after Waking Up

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

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  1. I have similar problem after i plug into a 2nd display running @ 60 hz, 4k. My main screen still works, but the backlight is off...
     
  2. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hello there! Please send me a video showing the issue via PM. Let's continue from there.
     
  3. R4Z3R3Z4R

    R4Z3R3Z4R New Member

    I am here because of the same issue. Hope the display stays on while i write this post. It only happens after wake from sleep. Sometimes windows key+ctrl+shift+b brings the display back to life. But most of the time i have to close the lid, wait for it to sleep and wake it up again. Then it mostly functions. Also after normal boot up it works fine. It must be related to sleep.
    I turned off hibernation, fixed the magic package thing in the network preferences. Nothing helped. Today i removed synapse completely since it could be possible that it interferes with the energy policies of windows. Please fix this.

    Blade 15 2019 2070 MaxQ 240Hz Screen, all drivers up to date, three weeks old

    Update: removing Synapse does not make any difference. Razer, please find a solution. This is not acceptable!
     
    Last edited: Jan 16, 2020
  4. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Thanks for sharing your laptop's concern on this thread. Please send me a PM together with a screenshot for your laptop's System Information and BIOS main tab. I'll pick it up from there.
     
  5. bishop26

    bishop26 New Member

    Hi! Chiming in here because I've had FOUR Razer Blades with the same problem and have been in contact with the Razer support team at their subreddit.

    From what I gather after four machines, any troubleshooting that will be done to diagnose this problem will be to diagnose faulty drivers via the Razer support team. But after doing a ton of digging online, this is a common problem with the RTX line of cards. If you want to refer to some of the threads, the Google search terms I use usually is "RTX 2070 max q black screen".

    The most common solution I've seen outside of the 60hz workaround is disabling the Intel vt-D feature in BIOS. BUT, the BIOS that comes with the Razer Blades don't have that option available. It's also another workaround, such as it's disabling virtualization features that could be used in the future.

    If official support wants to corroborate this common problem, that'd be amazing! I think using standard troubleshooting for faulty GPU drivers is moot as, again, I'VE HAD FOUR RAZER BLADES WITH THE SAME PROBLEM! (Brought from the Microsoft store with the holiday return policy, so I have until the end of the month).

    Would appreciate another perspective, as the subreddit team has been suuuuuuuuper responsive/helpful but I think their extent of helping isn't gonna fix this...
     
    lucaslayf and eFifty5AMG like this.
  6. R4Z3R3Z4R

    R4Z3R3Z4R New Member

    After trying a lot of different things with no success, i tried what another user in another thread here in the forums suggested. I turned off panel self refresh and display energy safeing technology in the Intel UHD Control Panel. I also switched to 60Hz there and since then, NO MORE BLACK SCREEN!
    I don't know if its because for the psr settings or the Hz, i'll figure out now going back to 240Hz and let you know.

    Cheers
     
  7. davcio

    davcio New Member

    Hi, I have the same issue on my RTX 2070 Max Q, i7-9750H, 16GB & 240hz display. I've noticed that unplugging and reconnecting the power supply lead, brings the screen back 90% of the time. Not a proper solution, but saves you restating each time
     
  8. R4Z3R3Z4R

    R4Z3R3Z4R New Member

    I my case it is enough to close the lid, wait for it to sleep and open the lid again. Screen back to normal. But even this workaround is not an acceptable solution for such an expensive device.
     
  9. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Thanks for sharing! By the way, I've replied to your PM. I'll wait for your response.
     
  10. Ecmslee

    Ecmslee New Member

    Experiencing the same issue with my RB15 RTX 2070 w/ Optical Switches. Hoping for a fix sooner than later. Should I shoot you a PM with my serial?
     
  11. genomecop

    genomecop New Member

    Brand New 17 Inch Pro, 1070 MaxQ. Screen will not display an image after wake from sleep. Screen is black but the back light is on. Only powering down from the power button and restarting solves the problem. I've done a complete wipe and reinstall of windows 10 and still have the problem.
     
  12. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hey everyone! When did the issue start? What troubleshooting steps have you done? Please send me a PM together with your laptop serial number. Let's continue from there.
     
  13. h4nc0

    h4nc0 New Member

    Having this issue with a brand new Blade 15 Studio. :slightly_sad:
     
  14. DarthVader0

    DarthVader0 Active Member

    I too was having this issue on a 15 Advanced (RTX 2070-max Q), optical keyboard.

    I put it in past tense, as the issue has stopped. Thanks to @R4Z3R3Z4R advice, I made some changes to Intel in the UHD control panel as mentioned in that post. Additionally, I updated to the latest nvidia drivers off of nvidia ad even with my screen set to 240Hz, the screen has yet to go black (fingers crossed).

    The issue arose when I went into Synapse, and turned off Nvidia Optimus and stuck with the dGPU. That is, I seemed to be ok (prior to those steps above) when using the shared or iGPU.

    It seems, at least in my case directly related to Intel drivers for the iGPU where it was dealing with refresh rates and/or power saving settings.
     
  15. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hey there! Thanks for sharing. Should the issue persists, feel free to send me a PM.
     
    DarthVader0 likes this.
  16. DarthVader0

    DarthVader0 Active Member

    Just a few other points.
    I updated my nvidia drivers to the latest
    upload_2020-2-9_8-26-59.png

    I made sure that the refresh speed of 240Hz was the same in the Intel HUD, Nvidia control panel and synapse. I'm rocking with the DGPU only - instead of Optimus and so far everything seems solid. I've had no repeat
     
    Razer.SpeedCr0ss likes this.
  17. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    I've sent you a PM. I'll wait for your response.
     
  18. vineSepiaquick455

    vineSepiaquick455 New Member

    I have the same issue here with my 15 Advanced (RTX 2070-max Q)
     
  19. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hi there! Please send me a PM together with your BIOS main tab photo and msinfo32.exe window. Let's continue from there.
     
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