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Razer Blade 15 Freezing over time

Discussion in 'Razer Support' started by Icecr, Feb 16, 2019.

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  1. Icecr

    Icecr New Member

    I’ve read many from the forum and i haven’t get any answer of this issues. So my laptop start to freezing so often, it’s difference from the other, in my case i often get freeze in majority of time such as when i’m playing game, browsing with chrome, even when i was at homescreen. Please help.
    WonderTroll and pancholr like this.
  2. Joikansai

    Joikansai Well-Known Member VANGUARD

    I hope that’s not gpu defective. Did you also try update intel UHD630 (use intel software update utility) and nvidia drivers to latest one?
    pancholr likes this.
  3. ISAFMobius118

    ISAFMobius118 New Member

    I have been having a similar problem where at random, my music will still be playing but the laptop will be completely unresponsive, at first it was just the touchpad but I deleted and reinstalled the drivers for that and now it just freezes at random, I need this laptop as it is my only computer and I work on my computer a lot.
  4. Joikansai

    Joikansai Well-Known Member VANGUARD

    That sucks. Did that happen on gaming or in normal usage, and did you check even log when that occurred? And how about the gpu and cpu temperature?
  5. ISAFMobius118

    ISAFMobius118 New Member

    Temps were all low and it only happens when I am using chrome or am in normal usage, In game mode I normally have a keyboard, and mouse attached and it hasn't frozen yet with that. Also Ironically during game mode, usually with a controller or the keyboard and mouse, it works great, no freezing whatsoever, but its also usually plugged into its power source, which maybe if it is an Nvidia Optimus thing that would make sense.
  6. Joikansai

    Joikansai Well-Known Member VANGUARD

    Yes latest nvidia update is really messing things, maybe too much things with rtx cards, i had also suddenly restart issue sometimes (not on gaming only media consumption in Firefox) before when connecting to Razer Core, now several days unplugged it from core that problem never showed already almost a week, before maybe a week once it happened. They release now beta to fix current driver, look if the new driver may solve your problem. And if it’s optimus issue you may also update your intel driver using intel driver update utility, the one that scans your intel hardware drivers manually on web brower condition.
  7. ISAFMobius118

    ISAFMobius118 New Member

    Thank you, I just have it running off of the nvidia card, I only have the GTX 1070, but I also upgraded the ram myself, but that hasn't seemed to cause any problems, still I will check about updating the drivers and see what happens

    Well after updating, uninstalling, updating again, I got in contact with Razer Support and they told me it could be a Windows OS problem and I might need to back up, then factory reset the computer to fix it. So we will see what happens when I get back from work today.
    Last edited by a moderator: May 9, 2019
  8. Any updates? I have the exact same issue.
  9. WonderTroll

    WonderTroll New Member

    My Razer blade 15 2018 Mercury white started Freezing a lot more and I have to manually restart it in a middle of a gaming session.

    And I updated my Intel and my graphics driver to the recommended one listed on Razer's website.

    For the price I am paying, I must say I am very disappointing with this issue. Contacted support but none got back to me.

    Just, disappointing.
  10. Joikansai

    Joikansai Well-Known Member VANGUARD

    Since when do you have it, does it happen recently? Intel and nvidia driver on support page is actually not recommended Version, it’s usually factory form version, for better and more improved version you should download manually from their website or using their updater tools.
    About Support you can tell here the case number so maybe staff will pick you up or I can pm them to check your case.
  11. WonderTroll

    WonderTroll New Member

    Thank you, a few things you may wish to note:

    -I was advised by Razer support staff to check Razer support driver page for the latest drivers.

    -Razer staff advised me not to use the auto-updater tools. There was a nasty incident with Nvdia that enabled you to install the latest graphics software using their auto updater, but screws your graphics performance. This is a known issue for all laptops. (MSI etc) not just razer, so I don't actually dare to use the auto updater (ever)

    -Another issue is my Razer synapse forgot all of my profiles, and right now i cant even have access to full performance mode anymore

    -My Case number is *******
    Last edited by a moderator: May 10, 2019
  12. ISAFMobius118

    ISAFMobius118 New Member


    I did a hard reset of the computer and for a week it didn't freeze but it just froze again today. I tried to make sure I have the right drivers downloaded but it still froze.

    - I Contacted support to let them know the troubleshooting has not rectified the situation. And I may have to send it in for repairs. I need this computer for work and it is my only computer so this sucks but if it has to be done it has to be done.
  13. Joikansai

    Joikansai Well-Known Member VANGUARD

    Which nvidia driver do you have? Take a look at my comment below, the end paragraph if you use latest nvidia driver.
    Hmm, is it really the latest one? Note that nvidia update their drivers often to optimization new titles performance, it may effect old titles but it’s not huge performance drop. I often see nvidia forum, FPS difference if it’s there isn’t huge, but yeah every update may also invite some performance issue this’s why I hate update, like windows, intel, nvidia, or oem bios, I usually hold on if I’ve no performance issues (I mean like stuttering etc that ruins gaming experience, lower FPS like 2 or 3 isn’t issue to me)
    I personally don’t use nvidia experience for updating as well, since Software itself may be buggy and effect some of my games performance, but it’s as long as you don’t use optimization feature for your apps.
    I know what the staff meant, it had issue when new mobile rtx new released, it’s early stage issue imo, I think now it’s fine.
    Side note current nvidia driver 430.39 has some issue, you should add mode version if you installed it, 430.52.
  14. ISAFMobius118

    ISAFMobius118 New Member

    I was actually informed to use driver one of the 417 drivers, and the issue is not when I am gaming, although it has happened in game.The freezing happens whether I am on the web, listening to spotify, looking at my calendar, editing photos, etc. It is literally just random freezing.

    The freezing has been taking place through several updates, since about a week after I got the computer really. But it happens over such random times and not frequent enough to be an immediate issue but it just happens when I need it not to lol.
  15. Joikansai

    Joikansai Well-Known Member VANGUARD

    417 was great, i remember I reinstalled it for better performance than last time current one, now I’m on 430.39 with .52 fix mod. It’s not great Blade experience, did you try uninstall nvidia driver with DDU and install it with simply through windows? A user shared something similar on this thread.
  16. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    To everyone that's experiencing random freezing or any sort of performance dips, please send me a PM. I know this can be time-consuming but I will need you guys to run a synthetic benchmark and monitor CPU, GPU and RAM usage along with the temps. If you are getting any sort of error messages or crashes, please include Application and System Event logs from Windows Event Viewer. All these will help me pinpoint what's causing the issue.
    Joikansai likes this.
  17. WonderTroll

    WonderTroll New Member

    Oh, I am definitely going to send you a PM If only I knew how. Could you send me an official email message on how to do this?

    This has been going on for 1-2 months now and it is incredibly vexing and time consuming.
  18. Lusabit

    Lusabit Active Member

    It's realy good to read, that an official takes care about the problem. Gives hope on the Brands future.

    I would additionally reccomend, that an easy procedure of sending the devices to Razer will be implemented worldwide. Like Amazons Retoure Process, with a free retoure vouture. I think, that would be a good sign for a premium brand.
    Razer.Caziel likes this.
  19. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    Please check your inbox, I sent you a PM.
    Lusabit likes this.
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