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Razer Blade 15 Advanced 2080 Max Q - NVIDIA GPU NOT WORKING

Discussion in 'Razer Support' started by Phobos223, Oct 22, 2019.

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  1. Phobos223

    Phobos223 New Member

    Hey All,

    Looking for some help here. I recently got an "open box" Razer Blade 15 Advanced (7/2019 build date) and am having issues with the Nvidia GPU. Before I return it for a refund I am just trying to see if I can sort this out since other than this issue (obvious a huge deal!) the laptop is perfect.

    So basically just s the thread title says. The Nvidia GPU does not work. If you select SHOW HIDDEN DEVICES in the device manager you can see it pop up, but it says that the device is "disconnected".

    It is almost as if the Nvidia GPU was disabled somehow at the hardware level, but I cannot find any setting for this in the BIOS. In fact, I don't see anything regarding the Nvidia GPU in the BIOS at all.


    Things I have tried thus far:
    - Reinstalled windows several times using the Razer system image (before and after BIOS update)

    -Upgraded to latest BIOS I could find on Razer website - 1.04

    - Tried cleaning, upgrading drivers for both the intel GPU and the Nvidia GPU. Note that Nvidia installer does not even see the GPU at all and will not complete the install

    -Tried disabling the intel GPU - no effect

    -Tried removing the hidden "disconnected" GPU from the device manager. This has no effect. There is no way to see the GPU at this pint or add it back unless I do the windows system restore. Then it shows again.

    -I opened up the back of the laptop, everything seems to be in order, all wires connected that I could see, all warranty stickers in place. I disconnected the power and the battery for a few min and reconnected. No impact what-so-ever

    -When I look at the event log for the device I can see that it was installed and apparently started, but the last event was on 5/30/2019 which I assume was probably at the factory?


    Not sure what else to try. You guys got any ideas? Seems hard to believe that this GPU just died somehow but I guess it is possible. Also seems strange to me that there is no mention of this GPU in the BIOS. Is there a hidden BIOS menu that I am missing? Any help is greatly appreciated!

    Thanks again
     
  2. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    All bets are off when it's from a mystery box type of deal. Do you mind putting up a screenshot of how the GPU appears in the Device Manager? I think there is some sort of PCB scratching that damaged the GPU. But if that is indeed the case, you should've experienced issues during the GPU driver installation.
     
  3. b4kwav

    b4kwav New Member

    Same boat! Ordered mine new last Friday, received it yesterday and I am running a intel graphics card.
     

    Attached Files:

    Last edited: Oct 23, 2019
  4. Phobos223

    Phobos223 New Member

    SO I am returning mine tomorrow. I tried everything mentioned above plus I installed a fresh non-razer version of windows and re flashed BIOS. Nothing. B4kwav, if you go select View --> show hidden devices it may show up, but will be "disconnected". That is what mine said.

    What was interesting is that if I removed the device it was gone forever. But once doing the system restore it wold show up again as "disconnected", leading me to believe that it was either working at some point, or more likely the generic image used for these laptops expected it to be there but it was not functioning properly, or somehow disconnected are the hard/firmware level. According to the Razer phone support this is not possible, so unfortunately it seems these laptops are shot
     
  5. Phobos223

    Phobos223 New Member

    Also to note that the Nvidia drivers, nor Geforce experience will even install because they will not detect compatible hardware
     
  6. b4kwav

    b4kwav New Member

    thanks for the info! I will check whether it is disconnected or even there.
     
  7. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    @Phobos223 @b4kwav This doesn't seem to be a coincidence, where did you guys get the devices from?
     
  8. Phobos223

    Phobos223 New Member

    I bought my from ebay, "open box". I can tell you that it did appear to be perfectly new, and other than the gpu issue it was. Seller told me it was a "gifted promotional item" that's why he didn't know anything about it or have the papers (proof of sale) for the warranty.

    I will also add that the seller was very helpful in returning it and everything, didn't seem shady at all, for what it's worth.
     
    Razer.Caziel likes this.
  9. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Not everyone is as lucky but I'm happy to hear that you were able to return it without any hiccups.
     
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