Razer Blade screen randomsly goes black

Discussion in 'Razer Support' started by smartSalmonPink391, Jun 24, 2019.

  1. smartSalmonPink391

    smartSalmonPink391 New Member

    I just bought a new razer blade 15 rtxx 2070 with the 144Hz refresh rate screen.
    The screen randomly goes black every time.
    If i turn on youtube or some sort i can still listen to the video.
    I have reinstalled Nvidia driver.
    But still the same
    Is this a common issue?

    Thanks for the support.
     
  2. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    By black do you mean totally off or is the display still somehow lit?
     
  3. smartSalmonPink391

    smartSalmonPink391 New Member

    It is still lit, because when i turn off it became completely off.
     
  4. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    This is the first I've heard of the issue for your particular model and it could be rather complicated. Do you mind sending me a PM with the serial number of your RB15? Also, have you noticed any sort of trend or is it completely random?
     
    Superobot1212 likes this.
  5. E6han

    E6han New Member

    Hi there, I have the same problem as well. When the laptop is not being charged, Black screen happened around every 70 seconds. The screen just went black but is not off, and i need to press power button to let it sleep, and wake it up again. My model is RTX 2070, 240 hz, razer blade 15.
     
  6. rozinky

    rozinky New Member

    I'm having this same issue with a brand new RTX 2070, 240hz blade 15. The screen goes black and I have to sleep (either by closing the lid or pressing the power button), then wake the computer back up again for the screen to work.

    The keyboard is still lit, and windows seems to be responsive while the screen is black (I had Event Viewer open and pressing enter caused a sound to play).

    In Event Viewer, there is an event for "Razer Central Service" with the message "PowerEvent handled successfully by the service." There are also these same messages from the sleep/wake cycle I had to force, but this one is 10s before those..

    The screen seems to go black every 2m or so after waking.

    Rebooting seems to fix the issue for a while, but it eventually comes back.
     
  7. Razer.Caziel

    Razer.Caziel I am the Lightbringer Staff Member

    @rozinky Thanks for pointing out the Razer Central Service event. I'll be checking if this pops up for everyone else experiencing the issue. I do need you and @E6han to send me the Synapse 3, Application and System event logs via PM to get the ball rolling.
     
  8. smartSalmonPink391

    smartSalmonPink391 New Member

    I had issues but now it rarely occurs. From what @Razer.Caziel asked me to do was to uninstall both device intel HD graphic driver and the RTX driver from device manager and after that do a windows update I felt that it helped me, so far.
     
  9. E6han

    E6han New Member

    Thanks for the update! I am going to try
     
  10. smartSalmonPink391

    smartSalmonPink391 New Member

    Even with the driver updates, I am still having the issue.
    And it is always after waking up from 'sleep' that i have to press the power button off and on back again.
     
    Krusha likes this.
  11. E6han

    E6han New Member

    Same here, it still happens
     
    Krusha likes this.
  12. smartSalmonPink391

    smartSalmonPink391 New Member

    The other think i can think of.. whether it is actually a windows 10 issues? since it only happens when the laptop wakes up from sleep.
     
  13. E6han

    E6han New Member

    I am now updating win10 to version 1903 in the case that this issue is caused by windows!
     
  14. E6han

    E6han New Member

    I found when the laptop screen goes black, if you connects an external monitor, the laptop screen will come back as well.
    Also, if you are connecting an external monitor and press sleep button. Then wake it up, both screen work fine, the black screen issue will not happen.
     
  15. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hi everyone! Let me takeover since @Razer.Caziel is unavailable. Please send me a PM together with your laptop's serial number and let continue from there.
     
  16. E6han

    E6han New Member

    Try to switch screen refresh rate to 60 in Synapse 3. Then the black screen issues seems solved.
     
  17. SupaFTW

    SupaFTW New Member

    I didn't purchase a $3,000 laptop, mainly for its screen, to have to roll back to 60 to solve this... Hopefully Razer has a fix that works, because I am also effected (2080 RTX model here)
     
  18. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey @E6han, I've replied to your PM.

    Hello @SupaFTW. Have you tried the steps above which includes uninstalling and reinstalling both device Intel HD graphic driver and the RTX driver from device manager plus running Windows update? If you did and the issue persists, please send me a PM.
     
  19. Krusha

    Krusha New Member

    I have exact same issue 2nd laptop in a row , returned the first one for an exchange in microsoft store , did all the necessary firmware updates to this 2nd laptop and it still happened. Considering returning mine. I updated to windows 1903 as well , and will also remove/reinstall the intel/RTX drivers but if it continues after that I will likely be sadly returning my laptop. I love the laptop btw, it's beautiful but these kinds of issues are not acceptable for the money being spent.
     
    Last edited: Aug 7, 2019
  20. Krusha

    Krusha New Member

    Hey is anyone else still handling this problem because it is still persisting.

    Latest windows, latest firmware, latest bios, erased/reinstalled both Intel 630 GPU & Nvidia RTX 2070 Max-Q drivers via device manager. Issue still persists, except now it's blinking intermittently. When waking laptop from sleep mode the screen will go dark for about 1-2 seconds then come back on again and does so consistently at about 1-2 minute intervals. Before was worse as backlight was lit but display would not turn on and only remedy was to boot device off/on again. However this is still very much unacceptable and I appreciate any assistance the razer team can suggest.

    Thanks for your time and effort.
     
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